10th August 2007 Enquiries: Steve Kneale
Direct Line: 0151 233 6362
Our ref. SK 10Au 07
Mr. E. Ribsskog
via e-mail.
eribsskog@gmail.com
Dear Eric,
Thank you for sending us your comments dated 6th August 2007, that have fed into our ‘Have Your Say’ customer feedback system.
Your communication raises a number of issues, some of which I understand have resulted in responses. However, if any of your previous communications have not been satisfactorily resolved or even responded to then please accept my sincere apologies. I will however try to address your concerns below.
With regard your direct debit subscription to Lifestyles. I am aware of some problems you encountered. In November 2006 we installed a new It system into the Lifestyles centres that did result in a number of problems with collections. These are now resolved and I understand your account is in balance, as advised via e-mail dated 3rd July 2007.
Within the Lifestyles Millennium we strive to provide a high quality service. We do employ cleaners who should not have entered the male changing areas when persons were present and we have changed the cleaning regime to stop this happening in future.
Cleaning staff, together with the fitness instructors are required to clean all areas including the fitness equipment but not interfere with member’s enjoyment of using the centre.
Lifestyles Millennium has been closed since 25th June and will re-open on Monday 13th August 2007 to allow essential repairs in the shower areas. Messages were put on the Wellness system and notices displayed in the facility for 2 weeks prior to closure in accordance with our customer charter.
We have informed Liverpool Direct of updates and tried to keep the internet updated as we received feedback from contractors with regards the re-opening date.
Members who used Lifestyles Millennium were reimbursed due to its closure and were informed in writing to their home address.
All staff are expected to wear identity badges at all times. Although this does not denote their designation nor authority. Members should be encouraged to report any incidents to any member of staff who will attempt to resolve the matter or report it to a senior colleague. If you have any further cause to report a matter at our facilities I would ask you ask to speak with the duty manager. If you feel this is inappropriate at the time, please can you contact me directly, ideally by telephone to discuss at the earliest opportunity.
I wish to thank you again for your valued feedback.
If you remain dissatisfied with the response to your complaint, please contact me either via e-mail, telephone or in writing, where the matter can be escalated to a further stage.
Yours faithfully
Steve Kneale
Business Development Manager
Sport & Recreation Service
steve.kneale@liverpool.gov.uk