Our Customers

Bromley Mytime is committed to delivering high quality leisure and cultural activities. We aim to provide an excellent service that meets customer expectations every time. We recognise that our customers and staff are the greatest assets of our business. We also recognise that customers’ input and feedback is crucial to maintaining and improving service delivery and we will proactively seek feedback on the services we provide.

A copy of our latest Leisure Centre Satisfaction Survey can be downloaded here.

We want all of our customers to enjoy their visit to our centres – so please tell us if you are not satisfied for any reason or have suggestions that you feel could improve your visit.

We are also delighted to receive any complimentary feedback about our services and staff.

If you have any comments please tell a member of staff who will help immediately if at all possible. If you prefer, you can complete a Talktime form available at all of our centres, giving us your comments. Leave your contact details if you would like us to reply.

When contacting us, it would be helpful if you could tell us:

• What your comment is about
• The circumstances leading up to it
• Who you have dealt with so far
• Any relevant dates
• How the issue has affected you
• What you would like us to do. 

Other Ways of Contacting us:

• By phone
• By letter
• By e-mail

(For contact details, please go to our ‘Contacts’ page on the website).
Via the website using our ‘Feedback’ page
 

We will:

• Listen courteously to all complaints
• Act quickly to resolve them where possible
• If we are unable to resolve a complaint immediately, we will let you know what action we intend to take to bring about effective improvements or prevent reoccurrences.
• Answer written complaints, including Talktimes, within 3 working days. If this is not possible, we will send an acknowledgement with the full response to follow in a further 7 working days.
• Respond to e-mail complaints by the end of the next working day with at least an acknowledgment followed by a full response within a further 7 working days.

If you do not receive a satisfactory response to your complaint, please contact our Head Office and it will be dealt with by the relevant senior manager:

Bromley Mytime
4th Floor, Linden House
153-155 Masons Hill
Bromley Mytime
BR2 9HY

Tel: 020 8323 1777.
E-mail – marketing@bromleymytime.org.uk  

All customer complaints, comments and compliments are logged and used to give us an accurate reflection of the customers’ perceptions of our service so that we can make improvements where necessary, deal effectively with reoccurring issues and build on those areas where we are receiving compliments. 

Other Ways we listen to our customers:

We also run a mystery shopper scheme whereby a select number of customers complete questionnaires following their visits to our centres. This information is used by managers to measure how we are doing against our service standards and to improve where necessary. If you are interested in becoming a mystery shopper, go to (external link)www.bromleymytime.org.uk/mystery-shoppers.html.

We also hold regular customer panels at our leisure centres which are held at least twice a year and review previous customer feedback and service standards. They are also used as local “sounding boards” for any service changes or improvements. Meetings are as informal as possible and usually last around 90 minutes to give everyone a chance to air their views. If you would like more information on our customer panels, please contact your nearest leisure centre and speak to the general manager there.