Members' Survey 2024

To view the in-depth numbers and results from this year’s Members’ Survey, please click here.

We are looking at a renovation of these courts in 2025.

We are in the final stages of the planning process, having spent the last 18 months working with specialist planning consultants to produce a number of different surveys at Richmond Council’s request.

We have appointed our preferred company to carry out the project and are waiting for the green light to start the project. As soon as we have the go ahead, we will communicate to all members the start date and timeline for the project.

With the introduction of our new Leisure Management System launching in February 2025, bookings will be available for members to book 30- or 60-minute bookings to ensure we maximize availability of courts.

Yes, this will be introduced with the new Leisure Management System in February 2025. Further details on the format of this will be released closer to our launch.

The Racquets Manager will ensure there is a steady stream of used balls rotating into club sessions and will review the introduction of pressureless tennis balls.

We have committed to completing the squash court clean and refresh in Q1 of 2025 and will communicate the dates of this in January.

The Racquets Manager will review all proposed external bookings to ensure there is a members first approach to court availability.

We are excited to report that we will be launching a Racquets focused app ‘Matchspace’ for members in February 2025, which will provide a dedicated communication channel for racquet sport players. Further details will be shared about this app in January 2025.

The new app will be the platform for all Club tournaments, box leagues and will enable us to run more social and competitive tournaments on a regular basis.

The Racquets Manager is reviewing the hire process to ensure that we can maintain a higher standard of equipment, specifically when lost or damaged.

We will review our induction and follow up process with the team to ensure that we have a proactive supportive environment for members to achieve their goals.

The Fitness Manager will review gym floor etiquette rules which will be communicated to members and managed more robustly by the team.

We have reviewed our service agreement for 2025 and have upgraded to an enhanced version to ensure we improve response times for repairs.

We endeavor to ensure there is a good blend of more modern machines, alongside the old favorites. We are constantly reviewing the equipment to ensure it meets members’ needs and update as required.

We are working on a new layout to maximize the gym floor space, especially within the free weight area. Further communication and designs will be shared in 2025.

Our cleaning schedules have been reviewed to ensure standards are improved.

Following requests, we are working on adding more fee-paying classes in 2025 to meet high demand. We will share an updated timetable once finalised.

Unfortunately, we are unable to add additional classes at these times due to other popular pool activities taking place which meet the needs of different user groups. We endeavor to put on activities which meet the varied needs of our Lensbury members.

To assist with making the environment adjustable for each class, we have added a temperature controller in the holistic studio so that instructors can adjust the temperature accordingly.

We are currently working on a new Leisure Management System, which we intend to launch in February 2025. We are confident this will greatly improve the user experience.

The introduction of the new Leisure Management System booking system in February will enable the team to manage late cancellations and no shows.

We have shared all member feedback with Swimming Nature and are in the process of agreeing a new operating standard to improve the experience members receive.

Yes, these classes will be introduced early in 2025.

We will review the pool timetable to improve communication with clearly defined pool use and pool rules.

We review the timetable on a regular basis to see where improvements can be made for all pool users to ensure all competing demands may be met as much as possible.

We will review all our cleaning procedures to improve cleanliness standards in and around the pool.

We are pleased to report the newly renovated Thermal Suite reopened on Wednesday 18th December following installation of a new sauna, steam room, experience showers, sun loungers and seating.

We will continue to explore this option, as we review further projects in Lockside. It was not possible to include a plunge pool in the Thermal Suite due to the additional plant required.

The Thermal Suite has been renovated, and professionally deep cleaned ahead of opening. We will continue to maintain this standard.

We have worked with our housekeeping and lifeguard teams to ensure there is continuous monitoring of these busy areas, with regular inspections by the Lockside Management Team.

SUPs were made available following feedback from the last members’ survey in 2023. Members are required to complete a stand up paddle board safer course before being able to hire a SUP. We will offer this in 2025.

We are currently reviewing the 2025 Watersports brochure containing all of the necessary information for members.

Later opening hours were trialled in the 2023 and 2024 season, however due to the very low take up of these hours, they will not be available in 2025.

We review all boats regularly and run a routine maintenance programme. New double kayaks will be purchased in 2025 to replace the older ones.

We review our pricing to ensure our offering is benchmarked. Our motorboat prices are still well below the market rate. Go Boats, for example, charge £95 for one hour. We will continue to ensure we are competitive.

We think motorboat packages are a great suggestion and will review this ahead of the 2025 season.

We will review our staff induction and training to provide a better service for all members when using the watersports centre.

Parents and Guardians must take full responsibility for their children when on site – in accordance with the Club Rules (Section 11.a). Children aged 8 years and under must be directly supervised on the Club premises by an adult member). We will continue to monitor this area, to ensure these rules are adhered to.

The team are looking at refreshing the Rock Hall room in 2025. Further details will be shared in due course.

We will review and increase the frequency of staff attending this area to ensure tables are cleared.

The team is focused on ensuring there are activities which run during the week and at weekends that meet the needs of these age groups; all activities will be shared in the ‘Resort Calendar’, available early 2025.

We are looking at alternative sports and coach led activities for this age range in 2025. Further details will be shared on our ‘Resort Calendar’.

We are working with the engineers to review improvements to this area to ensure the comfort of our staff.

We will review the call reports of our recently upgraded telephone system to review where the challenges lie and will review processes and SOPs accordingly.

Across Lensbury there is a lot going on; we are constantly reviewing our internal communications to ensure the wider staff are abreast of all information as quickly as possible. The implementation of a centralised Leisure Management System will assist with easier access to a single source of truth of information for each team member.

We will work with the team to increase engagement with members.

The Lensbury is working on the implementation of a dedicated co-working space in Q1 2025. Please accept our apologies for the delay in delivering this facility.

We are planning a refurbishment of this whole area in 2025 to include a proper Sports Bar, rezoned areas with clear identities for each, new furniture and décor. The design will be similar in style to the Members’ Lounge. Further details will be shared in 2025.

We have reviewed our offering and have introduced an express menu, offering a quick, light, and simple meal option tailored to members seeking a lighter alternative. The express menu ensures faster service, perfect for members who prefer a quick meal without compromising on quality.

We are pleased with the enhanced food offering and service standards shown over the last few months but appreciate there are still occasional inconsistencies with temporary staff. We are working with the team, to ensure these inconsistencies are ironed out with regular training and management support for new joiners. We will also be increasing the presence of a floor manager to assist with the maintenance of standards, as well as providing a presence for all diners.

The Dunbar is an exclusive facility, which we appreciate can get busy at peak times. We are routinely addressing our speed of service, to ensure wait times are minimal and tables are turned quickly.

We carefully price our food and beverage offering to ensure it is aligned with the local market, whilst also ensuring it provides value for money. Members also benefit from a members’ price in the Dunbar Lounge, a loyalty scheme for coffees, as well as a 10% discount on food in the restaurant.

We are working with the marketing team to deliver a more detailed ‘What’s On’ calendar, available from the App, which will clearly show the extensive breadth and variety of activities held at The Lensbury across the year.

We have also introduced a dedicated events noticeboard, to display upcoming activities. All events are also advertised in the members’ weekly newsletter; if you do not receive this, please email marketing@lensbury.com.

We are busy working on the 2025 events calendar to incorporate more member events as requested in the survey. Please refer to our ‘What’s On’ page for all information.

We introduced new clubs in 2024, which have been well received – these include quiz, speed-puzzling and a book club. We are also about to relaunch our Bridge offering in Q1 2025.

We will add QR code posters around the club for members to scan and sign up to the weekly email and will also increase promotion on registering for the weekly email via the app.

It may also be that you have previously unsubscribed – if in doubt, you may also email marketing@lensbury.com, and they would be delighted to add you back into the weekly newsletter communication.

We will review the content of our weekly newsletters, TIDAL magazine, and the use of our App notifications, to ensure there are sufficient platforms to provide meaningful communication throughout the year.