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Local centre subject to dozens of complaints

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Gurnell leisure Centre



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The manager of an Ealing Leisure Centre has apologised after receiving a barrage of complaints.

Local resident, Felicity Sandford, wrote about problems with Gurnell on Ruislip Road on two Facebook groups asking members for their views on the centre - which is run in partnership with Ealing Council.

She said: '' Do you think customer service, lesson management, communication and general hygiene could be drastically improved?''

Ms Sandford says since her initial post she's been inundated with comments and complaints everything from disgustingly dirty changing rooms, to poor service and disinterested staff.

The centre is run by - whose marketing slogan is 'the feel good place'.

Manager Chris Glc responded to the criticism on the Facebook page. He said:

'' I just wanted to respond on this occasion and apologise for the experiences some of you mentioned below. We appreciate all feedback (good or bad), and are very keen to give you all the opportunity to feedback to us directly so we can help improve things at Gurnell Leisure Centre.''

Ms Sandford started the campaign for improvements and says she has not spoken to 'even one person who is totally happy with the centre'. 

She says she just wants Ealing to have ' the good leisure facility it deserves.''

A spokesperson from Gurnell Leisure Centre has told us that changes are now being implemented:

'' We can confirm that a number of improvements have recently been implemented at Gurnell Leisure Centre, including the appointment of an additional cleaning assistant during peak times; extra customer service support available during swim school peak times, and poolside signage for clearer swim school meeting points. There are also a number of planned improvements, which include new showers to be installed in the family changing rooms in the next few weeks; and extra training sessions for our reception team to improve product knowledge and customer service.

'' We aim to provide the best leisure and swim experience to our customers, and hope that these positive changes will alleviate some of the concerns that our members have expressed. Anyone who would like to provide any feedback can do so by visiting or joining us at our next 'Meet the Manager' session at the centre, on 24 June at 5pm.''




21st May 2014