New Bracknell Leisure Centre mangers admit to 'more challenges than anticipated'

Everyone Active (EA) received a “higher than desired number of customer complaints” in the months that followed the handover.

However, the council's Head of Leisure Facilities Nick Smith told the culture committee: “The good news is that there has been an improvement.

“There is a decrease in the number of complaints we are receiving.”

Mr Smith said the complaints the leisure centre had received were mainly from maintenance issues not being handled.

But since then several measures have been taken by EA to combat complaints, including engagements sessions with customers, listening to advice from other experienced contract managers and increasing their social media use to keep customers updated online.

Bracknell Forest Council signed a ten-year deal with Everyone Active to manage Bracknell Leisure Centre (BLC), Downshire Golf Complex and Coral Reef and since then EA has promised to invest £2.8m into BLC.

The refurbishments will see a larger gym, all new gym equipment, additional studio space, plus refurbished changing, café and reception areas, and exterior improvements made to the appearance of the leisure centre building.

But Bracknell Forest Council still owns the facilities and is responsible for the buildings and for replacing equipment.

The Head of Leisure Facilities told the committee that he had arranged for ‘mystery visitors’ from independent audit companies to use the facilities at Bracknell Leisure Centre to assess how the site was being run.

He added that they had left a good report after their visits.

He said: “They were pretending they were genuine customers.

“It was very heartening to see such a positive report.”

Despite the difficulties faced, visitor numbers have reached historic levels of more than 200,000 from April to June 2018.

The updates were given to councillors at a meeting of the environment, culture and communities committee on Tuesday, 18 September.