Like the Dolphin Centre, Eastbourne Sports Complex is part of Cultural Services within Community Services. Although smaller in size than the Dolphin Centre, we offer outdoor facilities, as well as a fully equipped gym and exercise classes.
Our vision statement is:
- 'Provide a wide range of stimulating leisure and cultural services and facilities for all.’
This vision links in with the departmental objectives of ‘Improve health, well-being and quality of life for all communities in Darlington'
This vision also links Cultural Services work with the goals of Darlington’s Sustainable Community Strategy ‘One Darlington - Perfectly Placed' the overall plan for Darlington up to 2021.
In addition the vision links the work of the division with the Council’s Corporate Objectives of:
- Shaping a better Darlington
- Provide excellent services
- Putting the customer first
- Ensuring access for all
- Enhancing our capacity to improve
Customer Charter
Customer First, a new customer charter, has been launched setting out the standards of service people can expect when they contact Darlington Borough Council
Service Standards
1. Our staff will always endeavour to:
- Be helpful and friendly
- Greet you with a smile
- Put the customer first
- Be responsive to your needs and requirements
- Be professional in both knowledge and conduct
Staff will support you in your activities, be well presented and wear uniform. All staff will be appropriately trained and hold relevant qualifications.
- Lifeguards
All pool lifeguards are qualified to the national standards required by the Royal Lifesaving Society and the Institute of Sport and Recreation Management.
- Soft Play Assistants
Our crèche is inspected by Ofsted and all are assistants are qualified to NVQ level 2/3 in Child Care.
- Coaches
All Coaches are qualified to a standard stipulated by the relevant governing body.
2. Choice and equality
We will offer a wide choice of activities for all ages and abilities, either directly or by working with other organisations. We will actively encourage participation from all sections of the community. We will respect people’s individuality and ask that customers do the same.
3. A clean, safe and comfortable environment
All changing and toilet facilities are inspected at regular intervals by a member of staff and any problems dealt with immediately. All equipment is inspected daily to ensure that it is safe working order. We will take reasonable and practical steps to protect your health, safety and security and will comply with all relevant Health and Safety legislation and guidelines. To ensure your comfort and enjoyment, environmental conditions will be maintained at a level appropriate to the activity taking place. There is always at least one qualified First Aider on duty whenever the centre is open. We have an Emergency Action Plan in place, in which all our staff are trained.
The chemical content of the swimming pool is tested at regular intervals for your safety and comfort.
Pool water temperature is maintained around 28ºC.
The water is independently tested regularly to ensure its quality.
4. Accurate Information
Information on opening times, activities and prices will be available in the reception area, as well as on-line. All equipment and related facilities will be in good working order. We will provide activities and programmes that we feel represent value for money. We offer concessionary schemes, such as LiveDarlington, in addition to a choice of payment methods.
5. Accessibility
To ensure all our services are accessible to all, we provide:
- Hearing induction loop
- Disabled changing facilities
- Automatic opening front doors
- Baby changing facilities
- Internal Lifts
- Pool hoists
- Evac Chairs
- Resistance Fitness equipment is adaptable for all
6. Customer consultation and complaints
We will consult users and non-users about our service and their views will be positively encouraged. We will acknowledge complaints within 2 working days and respond in full within 10 working days.
If you experience any problems with the service provided, or have any comments to make, please speak to a member of staff. Alternatively, please write your comment, complaint or compliment on a feedback form, which is available at reception or online.