Filton Town Council Leisure Operator Contract

The purpose of the appointment is to ensure that the centre is operated safely, efficiently, inclusively, and to its maximum potential for the benefit of the Filton community. The Services Specification sets out the minimum required standards and reporting requirements that the appointed Agent shall meet during the contract period for Elm Park Leisure Centre. The specification details the minimum requirements that the Agent shall meet for the provision of the services and operation of the facilities specified within this Schedule throughout the contract period. This specification forms a Schedule of the Agency Agreement and shall be legally binding. Service Requirements The Agent must deliver all service requirements set out in this section, adapted to Elm Park Leisure Centre. This includes but is not limited to: Active Communities: Developing and delivering inclusive programmes for local residents, with emphasis on under-represented and inactive groups. Opening Hours & Accessibility: Maintaining agreed minimum opening hours and ensuring accessibility in line with the Equality Act 2010. Customer Experience: Ensuring a welcoming, safe, and inclusive environment supported by modern ICT systems, effective complaints handling, and consistently high customer service. Programming: Delivering a diverse programme of activities tailored to the needs of the Filton community, schools, and clubs. Pricing: Implementing a transparent, equitable pricing policy as determined by the Town Council that balances affordability with financial sustainability. Staffing & Skills Development: Ensuring appropriately trained and qualified staff are employed and retained, with a focus on safeguarding and inclusivity. Safeguarding & Equalities: Meeting all statutory duties and promoting equality of access to all residents. Cleaning, Housekeeping, Food & Beverage: Maintaining high standards of cleanliness and healthy, affordable catering. Marketing & Communication: Promoting leisure effectively across digital and community channels, ensuring accessibility of information. ICT & Data Management: Maintaining systems capable of capturing data, supporting OpenActive standards, and providing transparent reporting. Health & Safety: Full compliance with all legislative requirements, supported by robust risk management systems. Summary of Services Required The contract requires the Agent to provide a fully managed leisure service at Elm Park Leisure Centre, covering day-to-day operations, customer services, sport and physical-activity programmes, staffing, facilities management, maintenance, health and safety, and performance management. 1. Leisure Centre Operations The Agent must operate and manage the leisure centre, including the 60-station gym, group exercise and spin studios, main and leisure pools, café, soft play and outdoor seating. The service must meet agreed opening hours, manage planned and emergency closures, bookings, memberships, access arrangements and facility hire, and minimise disruption to customers. 2. Sport, Fitness and Active Communities The Agent must provide a varied programme of sport, fitness, swimming, classes, courses, club and community activities. It must deliver an Active Communities Programme designed to increase participation among inactive and under-represented groups, particularly young people and communities with limited opportunities to be active. Activities should be accessible, inclusive and published using OpenActive data standards. The Agent must also support initiatives such as exercise referral, school swimming, community sport and partnerships with local organisations. 3. Customer Service and Accessibility The service must provide a welcoming, inclusive and customer-focused experience, supported by online, telephone and in-person booking facilities. The Agent must manage customer feedback and complaints, monitor satisfaction and maintain clear and accurate information about services, activities, prices and opening hours. Facilities and services must be accessible and comply with the Equality Act 2010, with appropriate provision and staff training for disabled customers and other under-represented groups. 4. Staffing and Workforce The Agent must provide sufficient, competent and appropriately qualified staff to operate the centre safely and effectively. This includes recruitment and staff transfer arrangements, induction, training, professional qualifications, pool and fitness staff, management cover, emergency maintenance cover and maintenance of training records. Staff must receive appropriate health and safety, safeguarding, equality and customer-service training. Safeguarding arrangements must include appropriate DBS checks, training and compliance with the Council's safeguarding policies. 5. Cleaning, Catering and Presentation The Agent must maintain high standards of cleanliness throughout the centre, including routine, reactive, deep and high-level cleaning, changing areas, public areas and pos