Scotland's National Outdoor Training Centre
We value your custom and welcome comments and suggestions for improving our service.
In addition to improving the facilities and services we provide, we endeavour:
- To be professional, efficient, courteous and accountable in all that we do.
- To provide value for money while aiming to maximise income.
- To keep staff and customers regularly informed of our services and performance.
- To involve staff and customers actively in the decision-making process.
- Examples of our Key Service Standards
We will:
- Deal with general enquiries on the spot or get back to you within three days.
- Respond to brochure enquiries within three days of request receipt.
- Send a confirmation letter and joining instructions within five days of receipt of booking.
- Abide by our booking policy and procedures.
- Ensure rooms are ready prior to your arrival.
- Ensure rooms are checked once a day, basins cleaned, bins emptied and tea/coffee replenished.
- Whenever possible, make arrangements in terms of access, accommodation and instruction for those with special needs, provided we know in advance of the visit.
- Ensure a vegetarian choice is always available from our catering service.
- Repair minor damage to rooms and facilities within one day of being identified.
- Acknowledge complaints within five days of receipt.
- Respond to complaints quickly and fairly and aim to resolve them fully within 21 days.
- Provide annual performance data on Customer Care and Complaint Handling.
Inclusion of the Less Physically Able
- The staff at the Scottish National Sports Centre - Glenmore Lodge is fully committed to the inclusion of people with disabilities in all aspects of the Centre programme.
- Disability can affect an individual in many different ways. Glenmore Lodge staff attempt to minimise the difficulties and help overcome the barriers that current and potential Centre users may face.
- Past redevelopments of Glenmore Lodge took into account the need to improve accessibility and the management is committed to a barrier-free model centre in the longer term.
- The nature of the Glenmore Lodge programme is such that risk and physical challenge are an intrinsic element and are issues of importance. Glenmore Lodge staff, however, is committed to a fully inclusive programme and when appropriate schedules and sessions will be adapted to suit individual needs. If this is not possible for safety reasons, special programmes can be arranged. In exceptional circumstances alternative specialist agencies will be identified.
- Glenmore Lodge is committed to providing high standards of customer care for all our clients.
- Glenmore Lodge welcomes and invites comments from user groups in the interest of improving services to individuals with a disability.
If we are unable to meet any of the above standards, we will offer a full explanation; explain who is dealing with the situation and when it will be dealt with.
