Members of the Leeds SEND Youth Council undertook a mystery shop of leisure centres across Leeds. Members visited the leisure centres managed by Leeds City Council to review the accessibility.
The group fedback their experiences to decision makers.
SEND Youth Council members fed back | Actions taken |
The Website is hard to navigate | Our marketing team are reviewing the website to improve navigation for user groups to see city wide access |
Customer service is inconsistent | We are currently rolling out our customer service training and allocated EDI training to all staff members. |
Changing facilities and pool temperature good | Thank you for the positive feedback |
Lifeguards are not always approachable | As we discussed this is difficult due to the safety critical nature of their role. |
Only 1 disabled swim | Across Leeds we have disability sessions at 10 of the leisure facilities, though we appreciate these are currently difficult to view (as per item 1). In addition we now have 6 centres offering low sensory gym sessions and these are being extended to all sites as refurbish facilities and upgrade lighting etc to include dimmable switches etc (see attached poster). We have also recently piloted low sensory inflatable sessions and have some wonderful feedback (see attached) and also hope to start extending this new offer. |
Could disabled sessions be bookable to ensure people who travel can get into the session | We have asked our IT system provider to consider this as part of the ‘development road map’ this would assist us in a number of activities. Good suggestion thank you |
Gym equipment accessibility | The gym resistance machines are not currently all accessible however we do have a number of free benches and cable machines that provide accessible alternatives, as well as arm cardio bikes that are wheelchair accessible. Our instructors can support customers with personal programmes. we are also investigating some alternative equipment options for the new Fearnville Leisure Centre. Shoulder Press - Pulse Fitness |
Staff awareness of the sunflower lanyard | We have checked with the LCC access officer and this is not widely known within Leeds. However we are building this into our new joiner induction and staff comms updates. |
Bigger signage for the accessible toilet and changing facilities | We will build this into any refurbishments and new build facilities in the future. |
Staff in the gym at all times. Could they proactively help new customers? | We do have staff most of the time in our larger gyms and certainly during our junior gym sessions. We are including our gym teams in the customer service training roll out to address this issue |
What support is available in the leisure centres? | We have fully qualified staff in the gym and Duty officers available to assist customers. Our lifeguards are trained to operate the pool hoist systems. |
Are pool hoists available? | Yes, at all pool sites and staff are fully trained in the use of hoists - as well as pool spine boards in case of emergencies. |
What discounts are available? | Our standard membership price is £25.95 per month, for juniors this is reduced to £16.95pm and £20pm for students. Juniors will also be exempt from the membership price increase this year. The Leeds card Xtra is also available to offer a discount on Pay as You Go prices for adults with a registered disability. |