Have Your Say

Comments, compliments and complaints

It’s time to have your say! Tell us what you’re thinking, what’s on your mind, what’s bugging you and what’s making you happy.

	We really want to hear from you if you have visited a venue in Three Rivers, your children have taken part in a playscheme or an activity organised through the Council. Maybe you’re a regular walker at one of the beautiful nature reserves or green spaces in the district. What was it like? Litter strewn or a great place to enjoy at your leisure?
	Have you seen the new outdoor gyms which are located at Leavesden Country Park and Ebury Play Area, in the Aquadrome LNR? Have you tried them? What did you think? Are you over 60 or under 19 years of age and making the most of free swimming in the district or maybe you didn’t even know you could swim for free?

If we’re getting something wrong or something’s just not quite right, or we’re doing something well then please take this opportunity to tell us. The information you provide us will help us to improve the activities and events we offer to Three Rivers residents and it will help us with future marketing. We rely on feedback from our residents, whether it comes in the form of complaints, praise or comments.

You can then help us to ensure that we meet our commitment to you:

Three Rivers District Council aims to provide a high quality leisure service that offers a mix of activities for all ages and abilities. Everyone who uses one of our Leisure services is entitled to:

• A high quality service, delivered by welcoming, skilled and helpful staff
• Fair and equal access to all services
• Safe, clean and well maintained buildings and equipment
• A prompt and full response to suggestions or complaints

You can email leisure@threerivers.gov.uk and tell us about your experience at one of the venues, at a green space or at one of the many activities organised for adults, children and young people.

If you prefer you can download the comments form below and return by email to leisure@threerivers.gov.uk or post to Leisure & Community Services, Three Rivers District Council, Northway, Rickmansworth, WD3 1RL or telephone 01923 776611.

You can also tell us your views via film and comments on our You Tube channel http://www.youtube.com/user/TRDCcomms or on Facebook for Croxley Sk8 Park and Watersmeet.

What you've been saying

During pantomime 2008/09 at Watersmeet we asked audiences what they would be prepared to pay for a ticket.

As a result we have kept the cost of tickets at the same rate as 2008 prices, with special offers available for schools, groups, children and senior citizens when booking early. Audiences also gave us feedback on satisfaction:

What's been good!

Play Ranger sessions are proving very popular with parents and children. We caught up with one mum who told us:

“James is nine and has autism. This means he can be unpredictable, his interpretation of language can be poor, his understanding is inconsistent and communication can be difficult for him. He’s been going to the Play Rangers sessions since January and he loves everything about it!

 “I can’t praise the sessions enough. Having tried so many paid and private therapies, the play ranger sessions are the one thing I’d say should never stop. I would pay for it, it’s done so much for James; he gets more out of language now and his independence, and mine, has grown. He has blossomed because of Play Rangers and now he wants to camp in the garden! He also responds much better to other children, he has outdoor fun without his mum, his imagination has been stretched and he’s always the first one to the top of the tree when it comes to climbing! Its just good healthy, outdoor fun with some lovely people.” 

 
Listening and improving

Everyone makes mistakes, and if we have failed to deliver a high quality service then we want to know about it. You can register a complaint by emailing leisure@threerivers.gov.uk, by phoning 01923 776611 or by writing to Leisure & Community Services, Three Rivers District Council, Northway, Rickmansworth WD3 1RL.  You can find out more about the Council’s complaints procedure at  www.threerivers.gov.uk/Default.aspx/Web/ComplimentsComplaintsCouncil

Your complaint will be acknowledged in writing within 3 working days of receipt, and a full written reply will, in most cases, be sent to you within 10 working days.

However, the Leisure & Community Services section aims to reply in full, within 8 working dates of receipt.

Occasionally, we may not be able to give you a full response within 8 working days, i.e. for a very complex complaint, in which case we will let you know when you can expect a full reply.

When we acknowledge your complaint we will give you the contact details for the officer who is dealing with it.

During 2008/09 76 complaints were received (excluding the Community Partnerships team), of which 39 were partly or fully upheld.

	Leisure Development	Leisure Venues	Open Spaces	Trees & Landscape
A high quality service…	1	1		2
… delivered by welcoming, skilled and helpful staff	1			1
Fair and equal access to all services	1	1	1
Safe, clean and well maintained buildings and equipment	2	12	3	1
A prompt and full response to suggestions or complaints			2	10
TOTAL	5	14	6	14

Every one of these complaints was investigated by a manager, and logs of complaints are regularly reviewed in order to plan improvements to our service. Over the last year these have included measures to improve response times, and improvements to public information regarding the refurbishment of William Penn Leisure Centre.


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Leisure Venues

If you have visited one of our venues managed by Hertsmere Leisure Trust and you have a comment, compliment or complaint to make you can either ask for the site manager, or contact us (as above) and we will pass your message on. These venues are Sir James Altham Pool and The Centre, South Oxhey, William Penn Leisure Centre in Mill End and Rickmansworth Golf Course.  

If you have visited Watersmeet recently for an event or as a hirer of the venue please follow the link to the Watersmeet website page and either complete the hire evaluation form or email your comments to Watersmeet@threerivers.gov.uk

Parks and Open Spaces

If you have a comment to make on any of the parks, open spaces and trees in the district contact us by emailing leisure@threerivers.gov.uk or complete the comment card, telling us which park or open space your visited, alternatively you can help with our current consultation on parks and open spaces by completing the GreenStat survey on-line.

Full details on our Service standards for the Tree and Landscape team can be viewed or downloaded