We promise to listen to your views and respond to your comments and suggestions.
You can submit your thoughts below, if you want a personal reply, please ensure you enter a valid email address in the box.
We will not display full comments, compliments and complaints sent in to the park. We will undertake a summary of the information and display the responses and actions.
If you wish to stay anonymous we will log the information and act accordingly.


Rother Valley Country Park Forum

If you are interested in Rother Valley Country Park and are a user of the facilities and would like to be involved in a Customer Forum and attend a meeting, please can you either go to the Park Office to register your interest
or email: admin@rvcp.co.uk with your contact details and days and times when you would be able to attend meetings and the types of activities you take part in at the park.

From June to September 2011

Rother Valley Country Park Ltd. received the following compliments, comments and complaints from customers

We welcome feedback from our customers and provide this information to Rotherham Metropolitan Borough Council on a quarterly basis.


Compliments or Thank you th the park from June to September 2011

Amount	Compliment / Thank you - You Said	Our Response and what we did
2	Thank you to the admin team for their helpfulness for sending information and returning lost property	Thanks was passed to the staff
1	Events and Watersports / activity staff thanked for their helpfulness and great attitude	Thanks was passed to the staff
1	Thank you to the Watersports / Activities Staff for their response to an emergency	Thanks was passed to the staff
1	Fantastic helpful and friendly staff	Thanks was passed to the staff
11	Thank you for a great Educational visit	Thanks passed on to the staff
1	Customer commented how lovely the park is and that they would come back in the future	Thanked the customer for their compliments
3	Thank you for donation for an organisation to raise funds	Thanks recorded

 Comments from June to September 2011

Amount	Comment - You Said	Our Response and what we did
1	The price list information is not easy to find on the web site	We added the price list link with a different font for users to see on the home page of our web site
1	Suggestion that the customer forum is promoted within the park and on the web site	We replied to the customer on what is undertaken and what is possible to promote the customer forum. To date only four people have come forward to be member of a customer forum, which is not enough to hold a beneficial meeting of park users.
1	Suggestion that the customer would like water training for other dogs	The water training for dogs at present is organised through a club - Northern Newfoundland Dog Club they have insurance, risk assessments and their own safety cover to undertake this activity at the park. This is not open for other dogs as the Northern Newfoundland Dog Club are Rescue dogs.
1	Suggestion that the cycle hire information on the web site be changed	The information on the web site was changed as suggested by the customer. Thank you was sent to the customer for making us aware of the changes that were required.

Complaints from June to September 2011

Amount	Complaint - You Said	Our Response and what we did
2	Cost of parking a motorcycle is the same as parking a car	We replied to both customers explaining that the charges are agreed annually with the council and will be reviewed for April 2012. They may consider a different charge for motorcycles in the future.
1	A complaint was received regarding Watersports / activity centre staff from a camper that stayed for an event.	We investigated the complaint with the staff. We apologised to the customer and sent a voucher for a watersports course for the future.
1	Lack of maps for customers in the park	Park maps are available at Watersports / activity centre, in the Shelter area of the courtyard and at the Office. Over the particular weekend that the customer visited supplies had run out and were replenished on the Monday. Email copies of the maps were sent to the customer with an apology.
1	Strong smell of cleaning fluid in the cafe	The customer received a written response to their complaint and a voucher was issued for them to return to the cafe in the future.
1	Cost of parking is too expensive, the amount of wildlife excrement is excessive, the train was late opening, and the activities the customer wished to take part in were already booked when they arrived at the park.	An individual response regarding all the issues in the complaint letter was sent to the customer. Activities had been booked by a group in advance and were not available until 4 pm. The train was 1 hour late opening due to a late delivery of fuel from the suplier on the customers visit day.
1	Not enough toilet roll in the public toilets	On the particular weekend after this had been reported, we had been short staffed due to staff sickness and the toilets were not topped up with toilet roll as often as normal.
2	Litter and fires at the Nethermoor Lake area of the park by fishermen using the park is unacceptable. 2 dogs have been reported have been injured from the litter left by users in this area.	Volunteers have assisted with the clearing of litter in the park. Rangers are employed to clear litter. Fires are not allowed in the park and anyone undertaking this is to be reported to the police.
2	Dogs not on leads or not under control in the park. 1 cyclist has been knocked off her cycle by a dog not under control, which resulted in the cyclist being taken to hospital in an ambulance and having an operation on her arm.	We have discussed having dogs on leads areas with the Dog Warden at Rotherham Metropolitan Borough Council and it has been decided not to have zones at this park at the present time. We encourage dog owners to have their dogs under control at all times.
1	A customer arrived, paid to park and fish and was not informed he could not fish at Northern Lake on that day, due to an event.	The customer was sent an individual response and a voucher to return and fish at the park in the future.
1	The hand drier in the toilets was not working efficiently	The Maintenance Manager was informed and the drier was mended
1	Disappointed in a member of staff’s attitude on entry to the park	We investigated what had happened with the customer and the member of staff.