Customer Focus Group
Summary – June 2016

Thanks to those of you that took part in our recent focus group. We value your feedback. Some of your suggestions and action points are listed below.

Overview of the organisation


  • Programming
    It was felt that South Downs Leisure offer a strong and varied programme of activities
  • Pricing
    The pricing was seen as fair and of good value for money
  • Staff
    Staff were praised for being welcoming and friendly
  • Family atmosphere
    There was an overall feeling of comradery within the centres
  • Classes
    It was felt that we had a strong and varied range of classes within our programme.
  • Spa Facilities
    The spa was praised at Worthing Leisure Centre
  • Parking
    Improved parking facility at Field Place was praised
  • Swimming
    Overall swimming facilities at Splashpoint Leisure Centre were praised


  • Faulty equipment and the time it takes to repair
    Systems are in place to ensure careful monitoring of all maintenance works and contractors have strict timelines within which they are expected to operate. On average, small scale works such as repair of gym equipment have 48 hour callout deadlines. Final dates of repair are dependent on the problem and the parts required. In regards to lockers, we have 505 at Splashpoint Leisure Centre and a target to ensure 90% are kept operational at all times.
    Larger scale jobs such as the air conditioning units at Splashpoint are in the hands of 3rd party suppliers and we acknowledge that some works of this kind have taken longer than expected to be rectified. We continue to push as hard as we can for more efficient turn-around times and apologise for any inconvenience caused in the interim.
  • Music systems need improving
    Further recent investment has been made in this area and we believe that sound issues have now been resolved. Do let us know if you feel this is not the case.
  • Ventilation at Worthing Leisure Centre needs improving
    The spin studio at WLC is being re-wired to allow the air conditioning to work independently to the lights. This will be completed in July this year. Additionally, we are investigating options to improve conditions in the Range though this will take time to complete due to the scale of the project.
  • Further interaction from instructors and gym staff required
    New systems including a revised training programme are being put in place to improve this situation in line with a fitness restructure.
  • More swimming lanes required for the general public at Splashpoint Leisure Centre
    We review our programme 3 times per year and endeavour to keep a balanced programme for all of the community. We are required to host schools swimming which is compulsory at key stage 2 in the national curriculum and as the only pool in Worthing we also cater to the local clubs as well as children’s swimming lessons, keep fit classes and disability groups. On all public swimming sessions
    we will always keep a minimum of one lane available to the public. Unfortunately at this time we do not have the pool space to increase public swimming sessions.
  • Sunday evening staffing viewed to be thin on the ground at Splashpoint Leisure Centre
    Staffing levels are in place to cover the programme of activities. Dry side activities finish at 7pm on Sundays and swimming finishes at 8 pm which this may explain the reduced staffing levels. Please note that there will always be a duty manager on shift should you require any assistance.

Ideas for further integration into our local community

  • Disability open days
    We currently host one disability open day per year at Worthing Leisure Centre.
    We will circulate information as soon as the next date is confirmed.
  • Dementia care initiatives
    We are in the process of becoming a Dementia friendly organisation and are currently rolling out training.
  • Homeless Christmas dinner
    We have looked into this before and have held discussion with Worthing Churches Homeless Projects in regards to suitable locations. Unfortunately, we were unable to come up with a suitable option but remain open to the possibility in the future.
  • Fitness classes for the older community
    Discussions were undertaken in regards to providing services for older members of our community in addition to the Phoenix group. Further internal and external working will be discussed over the coming months.
  • Fitness classes for cancer patients
    We are looking to work with Cancer United offering specialist sessions at Field Place in 2017.
  • Autism awareness
    We offer inclusive sessions within our half term and Summer Holiday programmes. We are also applying for funding to integrate a specialist area within Amazon Adventure.
  • Participating in galas and carnivals
    Our outreach programme ensures we participate in key events within the Worthing area. This includes the Worthing Carnival and the Worthing Velodrome. In addition, our outreach programme ensures interaction with local schools and colleges.

Improving Worthing’s Leisure Provision

Please note, all comments of direct relevance to Worthing Borough Council have been forwarded.

  • Improved cinema provision
  • Ice rink
  • Fitness stations along the seafront
  • Duke of Edinburgh Centre
  • BBQ’s on the beach and cycling speed limits to be set on the seafront.
  • Improved bowling facilities
  • Further option for dance within the town
  • More youth clubs
  • Skateboarding facilities to be provided
  • Trampoline centre

Download Customer Focus Group – Summary June 2016

> Customer Focus Group – Summary June 2016