Introduction to Tees Valley Leisure Limited
1.0 Background Information
Tees Valley Leisure Limited is an Industrial and Provident Society (IPS), which began trading on 2nd August 1999. The Society is owned and controlled by its members (the staff), and operates for the benefit of the Community on a “not for profit” basis. It has responsibility for the leisure centres and leisure facilities formerly managed by Redcar & Cleveland Borough Council as follows:-
• Eston Sports Academy
• Redcar Leisure Centre
• Saltburn Leisure Centre
• Loftus Leisure Centre
• Guisborough Pool
• Outdoor Recreation in the East Cleveland Area (Booking and letting of Sports Pitches).
With the support of Redcar & Cleveland Borough Council, the Society is controlled by a Management Committee, made up of a total of 17 people as follows:-
• 9 x Workforce members
• 3 x Local Authority members
• 3 x Business & Community members
• 1 x member of the public
• 1 x Managing Director
2.0 Mission Statement
The mission statement identifies what drives our organisation, what is unique about us and the outcomes we are seeking to achieve:
“Providing continuously improving customer focused leisure and healthy lifestyle opportunities for the benefit of the whole community”
3.0 Shared Vision
The senior management team are driven by the shared vision to establish a “Vibrant and Sustainable Business”.
TVLL have been awarded the Investors In People standard and Quest quality standard for Sport and Leisure. These continuous improvement strategies drive the business Service Improvement Plans.
TVLL are committed to the continuous development and training of staff for their current role and future job roles.
4.0 Our Culture
We are a social enterprise and not-for-profit organisation delivering leisure services for the benefit of the community. We are hard-working, customer focused, committed and loyal. We take a democratic approach to the way we manage our business. Supported by our policies and procedures, this creates a sound framework in which to develop and drive our performance to achieve targets and improve service. Staff are highly skilled and tend to stay with us long term taking the opportunities provided to develop their skills and progress within the company.
5.0 Our Values
At Tees Valley Leisure we believe that our success depends on the customers who use our centres and the people who work with us.
Every member of staff is committed to delivering the Values detailed below; we hope you feel the benefit.
• We provide healthy lifestyle opportunities
• We understand and respond to our customers’ needs
• We aim to exceed our customers’ expectations
• We provide for the whole community
• We are open, respectful and supportive to each other
• We work as a team
• We have a positive attitude
• We acknowledge each other’s efforts
6.0 Our Behaviours
6.1 We Value Each Other
6.1.1 We are open, respectful and supportive to each other
• If we have a problem we will deal with it in a positive manner
• We will listen to each other and be supportive
• We will find out the facts before making judgements
6.1.2 We work as a team
• We will always do what we are paid to do
• We will always support each other
• We will not allow any individual to spoil our team efforts
6.1.3 We have a positive attitude
• We will give 100% at all times
• We will always look for solutions
• We will keep negative thoughts away from work
6.1.4 We acknowledge each other’s efforts
• We will never stop saying thank you to each other – manners cost nothing
• We will use the staff recognition scheme
• We will pass on customer comments to each other, good or bad
6.2 Our Customers Are Our No1 Priority
6.2.1 We provide healthy lifestyle opportunities
• We will ensure our facilities are available as advertised
• We will equip ourselves with the knowledge of what services we offer across the whole company
• We will use this knowledge and communicate it to our customers
6.2.2 We understand and respond to our customers’ needs
• We will listen to our customers and take action, regardless of our job role
• We will encourage customers to complete talk back forms
• We will ensure verbal comments are recorded in the ‘verbal comments’ book at reception
6.2.3 We aim to exceed our customers’ expectations
• We will do this by working together as a team and thinking one step
• ahead of our customers
• We will use the staff suggestion scheme at all times
• We will give more than the customer expects every day
6.2.4 We provide for the whole community
• We will provide the same warm welcome to everyone
• Nobody is excluded from taking part
• We will ensure our timetable is balanced to provide for the whole community
7.0 The Services We Offer
TVLL’s five centres offer not only sporting activities, but also a wide range of non-sporting events such as antique fairs, photographic and art exhibitions and also private & public functions.
The following list, which is by no means exhaustive, gives an over view of the facilities we offer:-
• Private and group swimming instruction for juniors, adults beginners and improvers
• 50+ activities
• Ladies’ Leisure sessions
• Fitness Suites, saunas and sunbeds
• Children’s parties & inflatable fun sessions
• Bar & Cafe facilities
• Conference/seminar facilities with catering
• Swimming Galas
• Various dryside sporting activities
• Various public entertainment
8.0 Our Staff
Our Leisure Centre staff are fully trained in their respective roles. Our Lifeguards all have nationally recognised qualifications, and our supervision strategy ensures that customers can enjoy their leisure time activities secure in the knowledge that their safety is our primary consideration.
Our commitment to post-entry training has led to improved staff motivation, which ultimately leads to greater customer care.
Our technical staff are fully qualified and well trained in the repair and maintenance of swimming pools and related equipment and machinery.
All staff are appointed to Tees Valley Leisure Limited and not to a particular centre. However, staff will normally work within one of the centres. Our Senior Management team and Corporate Services are based at our Head Office, which is Eston Sports Academy.
