Customer care

At Inspiring healthy lifestyles we are proud of the services we provide. We have a range of information leaflets about our services and these can be found in all our facilities.

You can find further information on this website.

Our customers contact us in a variety of ways: by email, by phone, by letter, and by visiting our offices.

Customers may be using a service, making a payment, seeking advice or complaining about our actions.

These interactions are all unique, but they do have one aspect in common: they provide an insight into the organisation.

They demonstrate whether we are open, friendly, reliable and efficient.

We should never underestimate the importance of effective customer service.

It sets the tone for everything we do. It is not an "add-on" to service delivery, it is the very core of excellent service delivery. 

Our standards

We have established a number of customer care standards which cover the various ways in which our customers interact with us. If you contact us you can expect to receive the level of service set out below. We aim to respond as quickly and efficiently as possible. You can help us by providing full contact details. If we fail to achieve our standards, we welcome your feedback. We also welcome positive feedback if we have provided an excellent level of service.

Our customer care policy

Inspiring healthy lifestyles aims to provide the best possible services to our customers. We are committed to making Wigan a better place to live, work and visit.
To help achieve this we will:

• Treat you as an individual who has a right to be treated with courtesy, respect and dignity
• Ensure our services are easily accessible to all our customers and available when people need to access them
• Be sensitive to your needs and do our best to ensure you can make the best use of our services
• Respond to your requests fairly, quickly and sensitively
• Treat all matters confidentially
• Tell you what we provide and what you can expect to receive
• Tell you if we need anything from you to respond to your request
• Provide up to date and accurate information
• Try to get things right first time and to apologise and attempt to put things right if we don’t
• Enable you to tell us what you think of our services and to use this information to continuously develop and improve.

Our people

We recognise that we rely on our staff to deliver our services and we are committed to investing in them to ensure they are appropriately trained. We will ensure our staff treat every customer with respect, courtesy and understanding.

Our buildings

We are trying to ensure that a person is not denied access to any building because of a disability. Improvements have already been made to some of our facilities and we will continue to build on this work where possible. Our main offices are fitted with induction loops and all our facilities have access to a translation service.

How we communicate

We want to make every contact a positive experience for our customers. 

If you visit us:

• Our reception areas will be welcoming and accessible
• Information displayed in reception areas will be up to date and accessible
• Reception staff will wear name badges
• They will deal with your enquiry as soon as possible
• If there is a delay in dealing with your enquiry, you will be given an explanation for that delay.

If you write to us:

• We will answer all enquiries by letter, fax or e-mail within 10 working days of receipt
• If we cannot answer your enquiry within 10 days we will contact you to explain why the reply will take longer and when you can expect a response. With complex enquiries the response may take longer but an explanation as to why will be given
• We will use plain language in all our responses
• We will give you a name and contact details for the person dealing with your enquiry

Write to us at:
Inspiring healthy lifestyles, Robin Park, The Indoor Sports Centre, Loire Drive, Wigan, England, WN5 0UL
If you call us:

• We will answer all calls within 20 seconds of the first ring
• We will answer politely, (good morning/afternoon) then give the name of our organisation (WLCT) and give our name
• If your enquiry will take some time, we will take your number and ring you back
• If we are unable to answer your enquiry we will try to direct your call to someone who can help
• If you need to speak to someone else we will make sure you are connected to them

Our main enquiry line is 01942 828508. The direct line for a particular service will usually be included in any letter you may have received from them. Useful numbers are also available in the phone book or on this website

Giving us feedback

We aim to communicate clearly and openly with you and we welcome your feedback. We would like to know when you think we have got things right, and also when you think we have got things wrong. We accept that mistakes will be made and that we will occasionally fall below our service standards. In order to ensure that services are being provided effectively we have a formal complaints procedure.

What is a complaint?

A complaint is necessary when:

• the Trust fails to do something that we promised to do
• the Trust has done something badly or wrong
• you feel you have been treated unfairly or impolitely
• the Trust fails to respond properly to a service request or complaint

Comments and compliments

We also welcome positive comments which provide us with feedback on our services and help us to focus on the right services. We have a comments and compliments form which you can complete. Alternatively, you can telephone or write to us, either by letter or e-mail.
These leaflets are available from any of our services. A large print version is available on request.