Customer Service Charter

Sport Wales National Centre is part of a network of Centres aiming to ensure that Welsh athletes can access high quality facilities and services that support them to deliver success on the international stage.

The Centre is also available to the local community to participate in a variety of sport and fitness activities. It is committed to offering a fully inclusive service which provides an equal opportunity for all and welcomes feedback on how we can meet your individual needs.

We aim to provide inspirational facilities and an exceptional service by setting standards and targets which will be regularly monitored and the results made available to view

Communication with our customers

As an organisation committed to the provision of high quality facilities and services we recognise the importance of customer feedback as a valuable source of information essential for improving our service.

We welcome your feedback and should you have any comments or concerns please complete this short feedback form or contact us.

CUSTOMER COMMENTS - 2023/24

	Complaints	Compliments	Grievance	Observations
April – July	9	42	3	14
August – November	8	23	4	18
December – March
Total	17	65	7	32

YOU SAID…

We need more bike parking at the centre.
Staff in the kitchen are fantastic.
Wish we could use the centre more often – Best centre in the city.
Excellent facility and location.
Lights being turned off too early following the booking on the Hockey pitch.
Fitness mats should be cleaned after each class not just because of COVID.
Some lights in the Main Arena are not bright enough.
Gym equipment looks a little dated.

WE DID…

Additional bike racks installed as part of the front concourse upgrade.
15-minute grace period agreed following bookings before lights are turned off.
Fitness instructors made aware to encourage users to clean equipment after use.
Replacement of all lights in the Main Arena to new LED.
Gym refurbishment undertaken in December.

Customer Service Charter