CENTRE MANAGEMENT

CUSTOMER CHARTER

MISSION STATEMENT

Our mission at Lagan Valley Island is to provide a high quality venue, offering the best value and highest standard of service to our customers and their customers in a personal and professional way.

We aim to exceed expectation and to continually develop and improve our service with the goal of being the venue of choice for all of our customers.

To achieve this, we aim to provide:

  • Excellent customer service
  • An exceptional, seamless and adaptable service and operating standardsthat put the customer first every time.
  • Friendly, welcoming and knowledgeable staff who treat all customers fairly and with respect
  • An accessible, well designed, clean and well maintained environment which is conducive to the purpose of hire
  • Packages which represent good value for money with no hidden extras.

This customer charter was created in alignment with the principles of the Lisburn City Council Customer Service Guidelines

Who We Are:

Centre Management manages the day to day operations of the Lagan Valley Island complex. The venue is a purpose built Conference & Events Centre catering for conferences, meetings, theatre events, concerts, civil ceremonies and receptions.

Lagan Valley Island is also the headquarters of Lisburn City Council and home to the Registration of Births, Deaths & Marriages, the Island Arts Centre and Lighters Restaurant.

Our 7 Promises to You:
In line with Lisburn City Council Customer Service Principles, our commitment to you includes:

  • Promptly responding to all reception and booking enquiries
  • Telephone Calls within 10 rings
  • Email booking enquiries within 1 working day
  • Letters & Faxes within 5 working days
  • Respond to all messages within 4 hours* where voicemail is in operation. ∆
  • Respect: All Centre Management staff will treat you with respect, courtesy and professionalism at all times
  • Openness: If you are booking our venue we will:
  • Work with you to understand your requirements
  • Contract with you on fair and reasonable terms
  • Provide you with a named contact
  • Give clear guidance and advice throughout our time working together
  • Provide regular updates on progress
  • Deliver what we agree
  • Management of your Data: We respect your right to privacy. All your personal information is held in accordance with the Data Protection Act 1998.
  • Improvement:Endeavour to follow up and obtain feedback from you about your experience and act on it to enhance the service we provide.Analysis of customer feedback will be displayed
  • Service Guarantee: If we are unable to offer the services we promise, we will notify customers as soon as possible and endeavour to offer an alternative
  • Efficiency: If contacting or visiting another Council department, our knowledgeable staff we will answer your enquiry or direct you to the relevant department as efficiently as possible.

Box Office∆
During busy periods for booking show tickets, the Box Officeservice is extremely busy. Priority will be given to those customers who make their booking in person. On these occasions, telephone enquiries will be put through to an answering machine. All return calls will be responded to in order of the message received. All voicemail messages will be responded to within 1 working day∆

Box Office 92 509 254

*within working hours

How You Can Help Us:

Please let us know how we can make your next experience or visit even more enjoyable. It is important to us therefore, that you:

  • Find our staff helpful and friendly
  • Enjoy your experience or visit
  • Return to visit us again in the future.

Listed below are a number of ways which you can help us to help you:

  • Telling us about what you think of the service provided, including the good things!
  • Showing respect and consideration to other members of the public and staff.
  • Due to high usage of the venue, to ensure availability, please contact us in advance to arrange a suitable show-around time.
  • If you have a problem, speak to a member of staff. The Duty Manager will be happy to discuss any issue and will take immediate action to remedy the problem if possible.
  • Please take time to complete one of our Customer Comment Cards which are available in reception, the restaurant and in our meeting rooms. All feedback is viewed by management, taken seriously and acted on where possible.
  • If you prefer, you can email us at or phone us on 028 92509250. All formal complaints will be responded to within five working days
  • If, at any time, you are not satisfied with the response you receive from any member of staff, please contact the Centre Manager.
OUR TARGETS

We aim to deliver and measure our performance against a challenging target of 90% and continually benchmark ourselves against those who provide similar services.

The results of this information are published at reception and on our website.

Key Performance Indicators

  • We measure customer satisfaction in the following areas:
  • Commercial Customers
  • Delegates attending events
  • General Public attending theatre shows and concerts
  • General Public visiting our Restaurant
  • Ratepayers visiting Council departments
  • Lisburn City Council staff using the facility

Customer Satisfaction achievement is recognized as a rating of Excellent or Good.

  • We measure the response rate to all incoming enquiries against a target of 90%
  • Telephone Calls: 10 rings
  • Booking Enquiries:4 hours
  • Acknowledge General Enquiries5 working days
  • Comprehensive Reply20 Working Days

Contacting Us at Lagan Valley Island

LAGAN VALLEY ISLAND

Island Civic Centre

The Island

Lisburn City Council
BT27 4RL

Main Reception: 028 9250 9250

Booking Office: 028 9250 9292

Box Office Line:028 9250 9254

Fax Number:028 9250 9285

E-mail:

MAKING A COMPLAINT

If, on any occasion, the service you receive from Centre Management is not to your satisfaction and could not be resolved using the above steps, please let us know through our Comments/Complaints system. We will accept any comment or complaint you have in writing (including email at ), by telephone or on-line, via the Council website or in person.

A form is available for any complaint you may have and these are available onsite at reception, on-line at , or if you telephone ourReception staff on 028 92509 509, one can be sent to you.

What happens to your complaint?

On receipt, your complaint will be directed to the Centre Manager.You will be advised within five working days of receipt of the complaint and its progress. All incidents are treated as confidential unless previously agreed.

Lisburn City Council aims to solve your complaints as efficiently and effectively as possible. If you have received a reply and are still dissatisfied with the response, you have the right to contact the Chief Executive of Lisburn City Council to review the case:

Mr Norman Davidson

Chief Executive

Lisburn City Council

The Island, Lisburn, BT27 4RL

If you are still unhappy, you are entitled to pursue the matter by contacting:

The Local Government Ombudsman

N.I. Commissioner for Complaints

33 Wellington Place, Belfast, BT1 6HN

The Commissioner will expect complainants to exhaust the Council’s complaints procedure before carrying out any investigations.