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Customer Charter

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Our Staff - We will strive to be friendly, qualified, helpful, efficient and knowledgeable at all times, providing a prompt, professional, and quality service.


Activities and Facilities - We will provide a range of services and activities for all ages and ability within a safe and welcoming environment.


Customer Information - We will make sure that all communication channels are polite, informative, relevant, clear and efficient.


Confidentiality - All personal info disclosed to us by customers will at all times remain strictly confidential and will be kept in accordance with the Data Protection Act 1998.


Listening to our Customers - As part of our continuing commitment to improve the facilities and services we provide, we value your feedback. We need to know not only when you are satisfied so that we can maintain standards and feedback positive comments to our staff, but also when you are dissatisfied so that we can look to improve our service. Any suggestions you have on how we can improve are always welcomed and will be considered in a business context. We will publish the ways in which customer feedback has brought about improvement.


What we expect from our customers - We expect our customers to treat our staff, our facilities, our property and the property of others with respect, in accordance with centre rules/etiquette. Failure to do so may result in a customer being asked to leave the premises.



If you are new to Tandridge Trust facilities or are joining, you are likely to have lots of questions. We hope that we have anticipated these with our FAQs. If you cannot find your question, please contact us.


What time are you open?

How much will memberships cost me?

Will I have to pay a joining fee?

How can I join?

Do I need to bring my membership card in each visit?

Do you charge to replace a lost card/band?

Can I pay each time I come in to use the facility?

Do I need to have an Induction before I can use the gym?

Do I need to book for Group Classes?

Where can I park my car?

Can I get to you by public transport?

Can I use de Stafford Sports and Tandridge Centres?

Can I use The Village Health Club?

Do I need money for lockers?

At what age can I attend Group Classes?

At what age can I start using the Gym?

At what age can I use the Sauna & Steam Room?

What are the pool ratios?

At what age can I bring my baby swimming?

Policies and Freedom of Information

Privacy Policy - So that we can provide you with the most efficient and enhanced service, we request information about you. Since your privacy as a visitor to our website is of the utmost importance to us, we have provided this detailed privacy policy. Of course, our visitors may enjoy many of the site's features without providing any personal information.


Information we gather or track - Any personal details you provide to us will be used to provide you with enhanced features such as our eNewsletter. The following are details of the information we collect: names, addresses, email addresses and demographic information obtained through the Contact Us page. Additionally, impersonal usage statistics information may be analysed so that we can judge our system's performance or execute your customised features.


What we do with collected information - Rest assured we will not pass any of your information on to a third party. From time to time we extend various offers from our partner companies. These may include news or additional details on their products and services. These offers would be sent by Tandridge Trust, Leisure & Culture and your personal information is not shared with any third party. Tandridge Trust abides by the Freedom of Information Act 2000.


Corrections and Updates to Personal Information - Please contact us reception if you wish to amend your details.