You can expect Culture and Leisure staff to treat you equally, fairly and with courtesy, according to your individual needs. If you do not feel have been treated in this way please contact the Assistant Director of Culture and Leisure.

Culture and Leisure services

Across Culture and Leisure services we will provide:

• well maintained and easy to access buildings
• a warm welcome from courteous and helpful staff
• easy to understand, useful and accurate information
• a response within 10 working days to any telephone, written comment, complaint or enquiry.
• a response to telephone calls within five rings during normal operating hours
• opportunities to comment on the quality of our services e.g. questionnaires, comments books or via the website
• an annual programme of public events and activities
• prompt payment for invoices and priority to following up enquiries from creditors.
• grants will be paid as quickly as possible and with the minimum of fuss
• other sources of information when we are unable to assist anyone making enquiries.
• adapted services, as reasonably practicable, to allow for the abilities of people we deal with.

Library and Information Services

Across Library and Information Services we will provide:

• attractive, welcoming libraries in market towns and local communities around the county
• mobile libraries and other services for anyone who is unable to visit a local library
• opening hours to suit local needs, with evening and weekend opening at all libraries
• clear information about services and charges
• services for everyone, including children and young people, older people, people with disabilities and people from ethnic minority communities
• free membership, with as few rules as possible
• a wide range of up-to-date books, talking books, CDs, DVDs, videos and other materials to borrow, which can be returned to any Shropshire library; at least 62,000 new books and other items added to library stock each in line with national Library Service Standards
• help and encouragement in enjoying books and reading, with support to more than 120 reading groups countywide
• a fast request service for books and items you can’t find on library shelves; at least 70% of requested items to be available in 7 days
• help and support with learning activities, whether formal or informal
• free computer use, providing high speed internet, e-mail and access to a wide range of online services in the library or at home 24 hours a day
• information of all kinds, up-to-date, in books and online
• local information for visitors and residents on events, organisations and services

Arts Service

Across the Arts Service we will provide:

• a programme of innovative arts events, both indoors and out
• festivals across the County
• information, advice and support to enable and encourage effective arts provision in Shropshire
• a regular mail out of employment and training opportunities and information about cultural events to artists on the artist database
• access to community arts through providing arts activities, events, artist led workshops and exhibitions
• employment and professional development opportunities for artists
• grants to community arts organisations across the county. Current information about the work of funded arts organisations available on our website pages
• a strategic Arts Plan for the Service monitored and evaluated through the team plan and quarterly performance reviews. (A new five-year Arts Plan will be developed in 2010/2011)

Theatre Services

Across Theatre Services we will provide:

• a varied programmed of performances from local, regional, national and international companies
• a programme of film and digital media
• a programme of visual arts and media exhibitions
• links with other arts providers across the county and nationally
• provision of rehearsal and performance space for schools and independent organisations
• Box Office services for events held external to theatre by individual organisations
• regular mailings about events at Theatre Severn and Old Market Hall Cinema and Digital Media Centre

Museum Service

Across the Museum Service we will provide:

• easily recognised customer service staff through their uniform and badges.
• any alterations or constraints placed on service provision will be communicated promptly to potential users on arrival.
• access to our collections through exhibitions and educational opportunities.
• information for our visitors and users that is to the best of our knowledge accurate and unbiased.
• identification of material brought in by members of the public that will be dealt with within 28 days and will be ready for collection from at least that point onward. This service will continue to be free to all members of the public, but may incur operating costs.

Shropshire Archives and Archaeology Service

Across Shropshire Archives and Archaeology Service we will provide:

• relevant assistance and advice about how to obtain the information that our visitors need and access to all sources except where legal or preservation constraints exist. In order to use original archive sources, visitors must hold one of our Readers’ tickets.
• items from catalogued archive collections produced for study within 30 minutes – at present 50% of holdings are fully catalogued – and less accessible material will be produced as soon as possible.
• an answer, free of charge, to basic enquiries regarding bookings, the availability of documents and general advice on types of records held.
• a wide range of copying and reprographic services.

Leisure Service

Across Leisure Service we will provide:

• a rolling programme of improvements to out leisure facilities
• clean, comfortable, safe and adequately equipped facilities and activities that satisfy your expectations
• you with and develop your opportunities to participate in a wide range of reasonably priced sports, play and leisure opportunities, regardless of your level of ability
• discounts and inducement to encourage participation, particularly from the sedentary and those experiencing economic hardship
• staff with uniforms and identification so that you know who you are dealing with
• minimum activity and session sizes to allow our customers to exercise in safety and comfort at all times

Outdoor Recreation Service

Across the Outdoor Recreation Service we will provide:

• welcoming and well maintained rights of way, play areas, parks and countryside sites
• a rolling programme of improvements to play areas and rights of way.
• access to all, where practicable, to our rights of way, play areas, parks and countryside sites
• an annual programme of events, schools education programmes and interpretation initiatives.
• support to communities to develop and improve their local rights of way and green spaces
• support for Parish Path Partnership groups, Path Wardens and park and countryside volunteers.
• an answer to applications to alter the Definitive Map, in accordance with an agreed priority policy, within the statutory period.
• advice for complainants on the action that the Council intends to take to resolve reports of problems with the rights of way network. These reports will be prioritised in accordance with an agreed priority system.
• repair to damage to play areas and parks and countryside sites within four weeks, and to make any damage safe within 24 hours

Learning, Employment and Training Services

Across Learning, Employment and Training Services, we will provide:

• all learners, both existing and potential, are catered for, without bias
• the best possible access to services for support and advice t enable and encourage learning
• support and advice to enable progression in learning
• courteous, well qualified and helpful staff offering quality services
• prompt response to enquiries for information and opportunities
• clear information in leaflets, course guides and on the council website about courses and activities available.
• services which will aim to continually improve and put things right if they go wrong
• help and support into sustained jobs

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