For your chance to be entered in our free prize draw tell us your thoughts here 
The winner of March 2012 'Who Made Your Day?' were Allana Shaw and Joy Cunningham.

 

We absolutely love the pool parties on Friday night, are these going to continue?

The pool parties are    proving to be popular and will go ahead each Friday, 6pm - 7.30pm until further notice.

The wooden bridge leading into the main leisure pool over the lazy river is looking really shabby and the wood looks warped.

We have replaced the old wooden bridge with a new bright blue bridge.

Although you keep cleaning the male members change shower ceiling it doesn't get rid of all the mould, can we change the tiles?

The male members change ceiling tiles have been replaced by a lightweight more durable tile, preventing further issues with damp.

Are there any plans to introduce a system where we can personally monitor swimming without purchasing  a  Swimovate watch?

We have introduced Swimtag - An  innovative way to follow your progress - please ask at reception for further details.


At Ponds Forge we recognise the importance of our customers, whom we welcome from all sectors of the community.

We aim to provide quality products & services in a friendly, fun and safe environment.

Our people are professional, responsible and empowered to make your visit to our venue special.

They are here to serve you and will listen should you be unhappy with any element of your visit.

Customer Guarantee
It is our goal to ensure that every customer achieves maximum satisfaction during each visit. However, as a minimum service level we will guarantee the following;

  • To provide high quality swimming and leisure waters, which are chemically safe and tested at least three times a day. 
  • To maintain the temperature of the Leisure Pool at a constant 29°C and Competition Pool at 27°C (Competition Pool temperature is dependant on requirements of international swim events held at Ponds Forge)
  • To ensure that our Gym equipment is maintained to a high level and clean at all times.
  • To check every hour, that our changing facilities are clean, tidy and odour free, taking the necessary action where appropriate.
  • To provide a diverse range of activities to suit all needs and abilities.
  • Ensure that all first time visitors are provided with information about our facilities.
  • Ensure that we follow the guidelines set by the regulatory bodies to ensure customer safety at all times.
  • To continually review our prices, ensuring that they are competitive within our industry.
  • To minimise any disruptions to normal programmed activities due to sporting and non-sporting events.
  • To keep customers informed of changes to time and location of activities.
  • To ensure that our people are appropriately trained, qualified and empowered to provide exceptional levels of customer service.
  • To ensure that our staff are easily identifiable, helpful and courteous to customers at all times.
  • To ensure equality of opportunity to all our customers.
  • To provide safe, well-lit car parks at a competitive price (at times may be limited due to national and international events).
  • To comply with and exceed all environmental legislation and codes of practice.
  • Improve our energy efficiency throughout all sites.
  • To encourage more environmentally sound transport solutions to staff & customers alike.
  • To seek alternate forms of green energy for Ponds Forge wherever viable. 
  • To reduce waste to the lowest practicable minimum & promote re-cycling.

 If you are dissatisfied
At times we may get things wrong and we would appreciate your feedback to help us improve our products and services. 

When this happens we guarantee to;

  • Have people available during your visit to listen and assure you that we are dealing with your unhappiness. 
  • Respond to any written or verbal complaints in 2 - 5 working days.
  • Provide our customers with generic feedback by way of a listening board.
  • Invite customers to focus groups in order to gain their opinions on new & existing products and services.

We hope that the experience of your visit exceeds your expectations, however, should you be dissatisfied in anyway please speak with any member of staff who will be only too happy to help you.