Padelmews Limited

equity, diversity and Inclusion  Policy

Purpose of this policy

This policy sets out Padelmews Limited commitment to a culture of everyday inclusion and driving greater diversity and equitable outcomes in tennis. It outlines some of the ways in which we will work to bring this commitment to life. It sets out what our membership can expect of us, and holds us to account against, in the way we operate on a day-to-day basis.

Who is responsible for the implementation of this policy?

While helping to build a culture of inclusion and drive greater diversity across tennis is everyone’s responsibility, the committee of Padelmews Limited are individually and collectively responsible for ensuring that this policy is followed.

What does this policy cover?

This policy applies to all aspects of Padelmews Limited work and to all people who work or volunteer for it as they conduct those roles, as well as anyone taking part in tennis related activity which Padelmews Limited is responsible for.

What is meant by equity, diversity and inclusion?

Equity is about working to achieve parity of outcome for people with different characteristics or from different backgrounds. It is different from equality. Equality assumes that everyone should be treated the same regardless of needs, experiences and opportunity. Equity is about recognising that not everyone starts from the same place and that sometimes targeted interventions are needed to give people the same chance of achieving a particular outcome, such as playing tennis regularly or becoming a coach.

Diversity is the mix of characteristics, experiences and other distinctions which make people different from one another. This can include differences in race, sex, religion, sexual identity, age, gender identity, socio-economic background or whether someone is disabled. Understanding this mix is vital to being able to make all people feel included.

Inclusion for all is the ultimate goal; it is a culture in which everybody can feel comfortable and confident to be themselves, no matter their visible or hidden differences. Diversity without inclusion means that people from more diverse backgrounds will feel excluded and so that diversity, and the benefits for tennis or an organisation which come with it, will not last.

Commitment to everyday inclusion, greater diversity and more equitable outcomes

Padelmews Limited is fully committed to playing its part in opening tennis up. We will do this by building a culture of everyday inclusion and operating in a way which enables, encourages and values greater diversity and equitable outcomes for all, in all aspects of our sport, with the intention that the sport and our Venue reflect the diversity of the communities around us.

In order to achieve this, we will:

• Encourage equity, diversity and inclusion in every aspect of our work as a Venue, recognising that it brings benefits both to tennis and to the strength of our work both on and off the court.

• Create an environment for all members and those in key roles which is free of bullying, harassment, victimisation and unlawful discrimination, promoting dignity and respect for all., where individual differences and the contributions of all are recognised and valued.

• Ensure that the Venue is run in a positively inclusive way on a day-to-day basis, considering that people from different backgrounds and with different personal contexts have different needs to enable them to contribute fully to the organisation.

• Ensure our venue committee is appropriately equipped to embed a culture of inclusion by offering access to the LTA’s EDI training to foster a sense of collective responsibility and support their efforts in creating an inclusive environment.

• Ensure that our recruitment processes and policies enable and encourage people from all backgrounds to become part of the Venue and/or its work. We will make decisions concerning roles within the Venue based on merit, including the benefits of maintaining diversity across all individuals engaged in the Venue’s work.

• Take seriously complaints of non-inclusive and/or discriminatory behaviour of all kinds in relation to any aspect of the Venue’s work, on and off the court. We will deal with all such complaints in line with our published venue complaints policy and, where appropriate, in conjunction with the LTA Disciplinary and EDI teams centrally.

• Record baseline diversity data of our members and key roles to better understand how the venue’s diversity aligns with that of the local community.

Agreement to follow this policy

The equity, diversity and inclusion policy is fully supported by the Venue committee.

Reporting and Breaches

If you are concerned about the behaviour or conduct of someone at a Venue event, someone representing the Venue, or any other breach of this policy, please refer to the complaints policy.

Padelmews limited

Compliments, Complaints and Disciplinary Policy

 

Our Aim

Padelmews Limited is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members and visitors, and in particular by responding positively to complaints.

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for a timely response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly. We aim to resolve these informal concerns quickly and keep matters private. This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

 

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

 

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

 

5. Responsibilities

Padelmews Limited responsibility will be to:

• acknowledge the formal complaint in writing;
• respond within a stated period; 1 Week
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant’s responsibility is to:

• bring their complaint, in writing, to Sarah Ashwell attention normally within 1 week of the issue arising.
• raise concerns promptly and directly with Sarah Ashwell Welfare Officer
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Sarah Ashwell a reasonable time to deal with the matter, and
• recognise that in some circumstances may be beyond Padelmews Limited control.

 

6. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure and maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its facts). Should this be the case, the situation will be explained to the complainant.