Public performance reports

Leisure and culture

The Council Plan Connect, outlines our objectives for 2017-22.  Connect Priorities should not be seen in isolation, they interact with each other and as we achieve success in one, we move closer to success in others. In delivering our vision to ‘improve the quality of life of everyone in South Lanarkshire’ our Priorities show how our work links with our partners including our Community Planning Partners. 

For daily updates, stories and what’s going on in your area, visit our information and news website South Lanarkshire View.

Each year we produce Annual Performance Spotlights which summarise how we have performed in achieving our Connect Priorities. To complement these, we have created a suite of individual Public Performance Reports which focus on key areas of council business. This report outlines the performance of our leisure and culture services - covering sport and leisure, country parks, golf, outdoor recreation facilities, cultural venues, community halls, museums, the arts and libraries and how this links to our objective to encourage participation in physical and cultural activities.

Note: Some 2019-20 performance and results were impacted by Covid-19 pandemic.

The council has an important role to play in promoting the health, wellbeing, and learning environment of the population of South Lanarkshire. This is achieved through the provision of community learning and recreational activities within our museum, libraries and arts centres, and through the promotion of healthier lifestyles via our sports and leisure centres. These services are delivered by South Lanarkshire Leisure and Culture (SLLC) which was set up in 2010 to operate leisure and culture services on behalf of the council.

More information about SLLC, including the SLLC Annual Report, can be found via the following link SLLC - About us.

SLLC is responsible for the operation and management of 22 indoor leisure facilities including nine swimming pools, an ice rink, and two athletics tracks. Through its development work, the service aims to increase opportunities for individuals to get engaged in physical activity. This is achieved through working in local schools and communities, in partnership with clubs, volunteers, sports councils and national governing bodies.

There are a number of indicators collected and reported that show the extent to which our facilities are being used:

Attendance at facilities managed by the Sport and Physical Activity section of SLLC – Target 3.004 million

What this means This indicator shows the attendance figures at facilities managed by the Sport and Physical Activity section of SLLC – this includes swimming pools and other indoor sports and leisure facilities.
Why this matters This indicator measures the extent to which the council is achieving its aim of encouraging everyone to participate in activities which will lead them to a healthier lifestyle and which will ultimately have a positive impact on the health outcomes of the residents and visitors of South Lanarkshire.
Our performance and how we compare Comparator 2017-18 2018-19 2019-20    Are we improving?
SLLC 2.965 million 3.004 million 2.839 million No
Scotland N/A N/A N/A
How we have performed in improving this public service In 2019-20, the number of attendances managed by the Sport and Physical Activity section fell short of the annual target of 3 million. Closure of facilities on 18 March 2020 due to Covid-19 had a significant impact on attendance rates.

Satisfaction with leisure facilities

The Scottish Household Survey shows that the percentage of adults satisfied with leisure facilities decreased by 1.7%, from  68.3% in 2018-19 to 66.6% in 2019-20. This is below the Scottish average (70.1%); however, some caution should be taken with this Scottish Household Survey data as not all people surveyed are direct users of the service.

South Lanarkshire Leisure and Culture carries out its own satisfaction survey and, unlike the Scottish Household Survey,this survey asks for feedback from residents who generally have used the service on a more regular basis and can provide more robust feedback on actual experiences. In 2019-20, leisure users reported a 97% satisfaction rate (based on a sample size of 7.5% of our 26,000 approx. members. It should be noted however that surveys may also be completed by casual users, and other forms of feedback were also undertaken which were based around more specific experiences but not included in this calculation).  

Outdoor recreation and country parks
SLLC is also responsible for outdoor country parks and outdoor learning and adventure, including over 104 sports pitches, an indoor synthetic pitch, 12 bowling greens, six golf courses, a water sports centre and seasonal activities, including tennis and putting.

Attendance at Outdoor Recreation and Country Parks services – Target 2.279 million

What this means This indicator shows attendance figures at the council's outdoor recreation and country parks service.
Why this matters Like the indicators above, this indicator measures the extent to which the council is achieving its aim of getting more and more people taking part in sporting and leisure activities.
Our performance and how we compare Comparator 2017-18 2018-19 2019-20 Are we improving?
SLLC 2.120 million 2.279 million 2.253 million No
Scotland N/A N/A N/A
How we have performed in improving this public service In 2019-20 attendances at outdoor recreation activities and country parks fell just below target. It is likely that the target would have been exceed had facilities not been closed from 18 March 2020 due to Covid-19.

Within South Lanarkshire, there are 23 public libraries, all with ActiveIT Learning Centres (free internet access), a mobile library serving the rural communities, and a home delivery service. We also provide reference and enquiry services, family history and genealogy resources, and online library services. Working in partnership with key stakeholders to improve the learning experience for children and young people, the service makes a significant contribution to the Curriculum for Excellence agenda. 

SLLC directly manages two museums: Low Parks Museum which includes Hamilton Mausoleum. However, like the library service, the work of the museum service extends further than this: from working closely with schools in the provision of learning programmes and activities off site, to informal learning opportunities provided through holiday activities, family activities, adult learning and special events. The museum collection includes 150,000 objects which feature in temporary and permanent exhibitions.

Number of library and museum visits – Target - 1.392 million

What this means This indicator shows the extent to which library and museum services are reaching their potential service users.
Why this matters

This indicator measures the extent to which the council is achieving its aim of encouraging everyone to take part in cultural or learning activities which make them feel better, sometimes healthier, but always happier. Learning is not confined to classrooms or educational establishments. It can take place in museums and libraries.

Our performance and how we compare Comparator 2017-18 2018-19 2019-20    Are we improving?
SLLC 1.392 million 1.392 million 1.395 million  Yes
Scotland  N/A N/A  N/A
How we have performed in improving this public service

Attendances across the library and museum services exceeded the annual target in 2019-20 despite facilities being closed from 18 March 2020 due to Covid-19.

Museums recorded a slight decrease compared to the previous year, however libraries exceeded target, predominantly due to the revised method of recording virtual visits.

Satisfaction with libraries:  The Scottish Household Survey shows that the percentage of adults satisfied with libraries decreased in 2019-20 to 69.9%, from 70.6% in the previous year. This is below the Scottish average (72.4%). Some caution should be taken with this Scottish Household Survey data as not all people surveyed are direct users of the service. South Lanarkshire Leisure and Culture’s own exit interviews with library users, carried out over the course of the year shows a satisfaction level of 95%, an increase of 2% on the previous year (based on a sample size of 1.5% of our 37,000 Active borrowers).

Satisfaction with the museum: This indicator is derived from the Scottish Household Survey. Compared to the previous year, the level of satisfaction with museums decreased by 3%, from 68.4% in 2018-19 to 65.4% in 2019-20, which is below the Scottish average (69.3%); however, some caution should be taken with this Scottish Household Survey data as not all people surveyed are direct users of the service. South Lanarkshire Leisure and Culture’s own exit interviews, carried out over the course of the year with the customers, shows a satisfaction level of 97% (based on a sample size of .5% of attendances). Other forms of feedback were also undertaken which collectively sampled a further 1% of overall attendances, based around more specific experiences.

SLLC is responsible for the management of five cultural venues, namely; The Town House Hamilton, Rutherglen Town Hall, East Kilbride Arts Centre, Village Theatre East Kilbride  and Lanark Memorial Hall. As well as the major venues, SLLC manages 68 community halls: 46 community halls/centres; 8 community wings; 9 community managed halls and 5 integrated community facilities.

Attendances at cultural venues – 2,166 million

What this means This indicator measures attendances at cultural venues including halls, schools and arts venues.
Why this matters Our aim is to get more and more people taking part in cultural activities which make them feel better, sometimes healthier but always happier. By taking part, individuals can become more creative, healthy and enthused. 
Our performance and how we compare Comparator 2017-18 2018-19 2019-20   Are we improving?
SLLC 2.185 million 2.166 million 1.968 million No
Scotland N/A N/A N/A
How we have performed in improving this public service

Annual attendances decreased in 2019-20 compared to the previous year, with closure from 18 March 2020 due to Covid-19 having a considerable impact.

South Lanarkshire Leisure and Culture is committed to providing services tailored to the needs of our customers and therefore undertake many methods of monitoring and customer feedback to continuously review and develop dynamic programmes in the right place at the right time. Performance is measured through a programme of internal auditing, professional mystery shopper visits, through existing customer feedback from an Exit Interview process and via our more formal ‘Have Your Say’ comments and complaints policy. These methods not only help us understand our customer needs and expectations but assist us in providing high quality services in a safe environment.

Throughout the year we have completed 54 health & safety audits and 98 mystery shops (50 telephone enquiries generally based around the sales process of our membership products and 48 shopper visits testing product/service delivery). Our Flagship Cultural Venues achieved an impressive average score of 85% for visits. With an overall average score of 74.2% across all visits, an increase of 4.5% on last year).

Continuing on a positive note, there has been a 12.5% reduction in the number of formal complaints received throughout the year with 372 issues recorded. 96% of all issues raised were resolved at our frontline with only 2% (8) escalating to ‘stage 2’ of our process. The top five areas of concern to customers continues to be based around maintenance of buildings and equipment 81 (22%), programming concerns 56 (15%), communication 46 (13%), policy issues 34 (9%), staff performance 33 (9%).

Our less formal Exit Interview process continues to monitor customer satisfaction which saw a 2% increase to 98% for this year. Given the limited resources and budget constraints we are continuing to operate within highlights a remarkable commitment from everyone to deliver high quality services through these uncertain and difficult times.

Undoubtedly our staff continue to be excellent ambassadors for SLLC, delivering a host of high end services evidenced by the level of compliments received throughout the year. From our fantastic birthday parties at Carluke Leisure Centre to our skilled Active IT staff at East Kilbride Central Library for assisting customers struggling with technology, and our excellent fitness coaches and gym staff who are both knowledgeable and very professional throughout our leisure facilities.

Cambuslang Library Staff received high praise for several events including The Fantastic Gruffalo Tea Party and The Tiger Who Came to Tea, both of which were interactive and a great storytelling afternoon.

Customers congratulated us on a job very well done, commenting ‘it was an excellent day, very well organised and they’d definitely be attending next year’ for our Mud Madness event at Chatelherault Country Park. 

Rutherglen Town Hall staff were commended for the exceptional service of all staff during a recent wedding; the father of the bride said staff treated everyone like royalty and the day could not have been better. 

A parent praised her autistic son’s Swimming Teacher for an excellent job engaging with him, the support given has boosted his confidence and he is now really enjoying swimming. Finally, a group of three customers’ complimented staff at East Kilbride Ice Rink for making their visit amazing, the ladies were reminiscing about ice skating at age 15 and some 45 years later visited our site to try again, thanks to the staff who were terrific and watched out for them they had an amazing time! 

Employee Recognition

Our Excellence in Customer Service approach enables customers to highlight staff who have exceeded the expectations of our customers whilst staff completed their duties.  In total, 65 nominations were received during 2019-20 as follows:

Individual staff member nominations received           41

Team nominations received                                       24

Total Nominations                                                      65

SLLC facilities closed on 18 March 2020 in line with Government guidance to combat Covid-19, and most facilities have remained closed throughout much of 2020-21. Consequently, many of targets set for 2020-21 will be unachievable. The focus for this year has instead shifted to redeveloping the business model and re-evaluating the positive contribution SLLC makes to the health and wellbeing of our communities. This vital work is being led by a Cross Party Working Group on SLLC (CPWG) which is made up of 11 elected members from each of South Lanarkshire’s political parties.

 In addition to the above key documents, Resource Plans are prepared each year by all Resources to outline the key developments they intend to take forward in the year. Performance and actions relating to leisure and culture services can be found in the Community and Enterprise Resource Plan.

Twice a year, performance reports are presented to council committees on progress against the Resource Plans. In addition, reports detailing progress against the Council Plan Connect Priorities are prepared.

More information on our objectives can be found in the Council Plan Connect and also the Annual Performance Spotlights.

Local Government Benchmarking Framework  (LGBF) allows councils to work together, to use performance information in a way which will help understand variations, share knowledge, expertise and good practice, with a view to making improvements. At the core of the framework is an agreed suite of performance indicators. We report the results for these indicators, over time, on the website. Additionally, you can compare our LGBF results with other councils' using the mylocalcouncil tool. Not all local authorities are alike and so family groups of eight ‘similar’ councils have been set up for comparison purposes. Workshops take place throughout the year to discuss the indicators and results – South Lanarkshire Council is actively involved in these discussions.

The information contained within this report reflects the position based on the data available at the time of publication (February 2021)