Survey Information

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The survey ran from survey 3rd December 2024 to 1st January 2025 and received 500 responses

The top 4 issues raised in the survey were the following:

Cleanliness – We are refurbishing and upgrading the reception/cafe areas, the wet-side changing rooms and toilets across the centres
Maintenance – We are updating the mechanical, electrical and ventilation systems across the sites
Water Temperature – We are installing new pool plant and equipment which includes additional energy efficient boilers and heaters exchanges to meet the increased usage at the centres
Lack of Availability – We are expanding the fitness and group exercise spaces to meet the needs of our customers

NB: See the full list of improvement works across the different areas in the improvements pages for the two leisure centres.

When it comes to experience, 40% of users rate facilities as good or excellent, with a further 32% describing them as average. Satisfaction is strongest around opening times, where 60% are happy, and the range of facilities, with 53% satisfied.
However, 46% of respondents are dissatisfied with the condition and quality of facilities, pointing to a clear opportunity for improvement. Feedback consistently highlights areas such as cleanliness, maintenance, and ageing spaces, reinforcing the need for investment to bring facilities up to modern expectations.
Barriers to participation are led by lack of time (23%) and cost (19%), followed by limited local provision and lack of clear information on what is available. Encouragingly, 60% of respondents agree with the council’s long-term vision for sport and leisure, with strong support for investment, community activity, and health and wellbeing priorities.
Together, these findings highlight a clear direction: by investing in modern, welcoming facilities and improving accessibility, there is a significant opportunity to build on existing demand, enhance customer experience, and increase participation across the borough.

Based on the above survey results we have factored into the design to accommodate your feedback.

Use of DBC public Leisure Facilities.
- 18% Berkhamsted Leisure Centre
- 8% Jarman Park athletics track
- 66% Hemel Hempstead Leisure Centre
- 8% Other Facilities
How often are leisure facilities used.
- 54% Daily to several times per week
- 19% Fortnightly to once per month
- 21% At least once per month
Customer experience of leisure facilities.
- Excellent/Good 40%
- Average 32%
- Fair/Poor 28%
How do customers travel to their leisure facilities.
- Cycle 4%
- Walk 23%
- Car & Motorbike/Scooter 70%
- Public Transport 3%
Do you use any other Leisure Facilities in the Borough to keep active?
- Tennis/Basketball Courts and Golf Courses 11%
- Walking and Cycling Trails 28%
- Parks and Open Spaces 44%
- Skate Parks and Outdoor Gyms 7%
- Adventure Playgrounds 10%
What are the biggest barriers to you using the Council or other Leisure Facilities in the Borough?
- 23% Lack of time
- 19% Lack of money
- 5% Not enough information on what is on
- 11% Not enough provision locally Childcare or caring responsibilities