Pendle Leisure Centre’s Feelgood Suite has undergone a remarkable transformation. Under the management of Shaun Grant, membership has more than doubled and revenue has increased year on year, all while providing a vital service for people in this part of Lancashire.

Shaun was given six months to reverse the fortunes of the suite when he became leisure centre manager in December 2021. The Feelgood Suite had lacked the attention it deserved for some time. In September 2020, it had taken stock of a new range of Innerva equipment to replace its old models, just as lockdown restrictions were reimposed to restrict the spread of COVID.  It took some time for users to return. Shaun put in a number of measures to revitalise the suite, which features 12 pieces of Innerva’s specialist equipment, and transform it into a hub for activity and social interaction.

Broadening the membership profile

The suite was originally a women-only space. In response to community needs, Shaun gradually opened the facility up to men too. The suite still offers women-only sessions until 10am each day to meet local cultural needs, but it is now a safe and welcoming space for all. Today, the facility caters for people with mobility issues, stroke recovery, cardiac conditions as well as balance and coordination issues. The average age of users is 60 to 70. 

“These are people who typically can’t access mainstream gyms. Where would they go if we didn’t have the Feelgood Suite? They would be sat at home, which could lead to declining health and increased pressure on the NHS,” says Shaun.

Creating a social haven

Turning the suite into a social hub was a key focus for Shaun and his team. For many users, the opportunity to socialise at the suite is as important as the power-assisted exercise. 

“For some people, it’s the only social interaction they get all day, especially in the winter months.”

A book club/library area with comfy chairs outside the suite encourages members to relax, chat and exchange books. The centre also hosts coffee mornings as well as the annual Christmas party where Feelgood members come together to eat, drink, dance and have a singalong. 

Prioritising customer care 

Customer care is at the core of the Feelgood Suite’s ethos, and it shows. Pendle Leisure Centre has the highest Net Promoter Score (NPS) among all operators interviewed as part of the Innerva End User Impact Survey, a testament to its outstanding customer satisfaction. 

The staff show a level of care and attention that sets the suite apart. “If we haven’t seen someone for a few weeks, we’ll give them a ring to check in on them,” says Shaun.

If someone is unwell, their membership is put on hold until they are ready to return, helping members to feel cared for and valued. 
“It’s that personal touch. Our members know us by name and we know them. You don’t often get that in other centres. I use a local gym and haven’t been spoken to by a member of staff in 18 months.”

Building local partnerships

Partnerships with local GP surgeries and NHS services has helped boost the suite’s community impact. The centre’s GP referral team now actively connects patients with the Feelgood Suite, which they weren’t doing before, offering them a secure space to regain strength and improve their health. The NHS runs 12-week cardio-pulmonary sessions at the centre. During the last session, Shaun and his team talk to participants about the Feelgood suite to help them continue their exercise journey.

“They’ve started to create an exercise habit over those 12 weeks and are keen to keep it up. The Feelgood suite is the obvious next step for them.”

Financial success

Membership costs £25 a month, giving access to the Feelgood Suite, swimming and fitness classes. On average, members use the suite three times a week, often spending several hours at the centre by combining their visit with other activities such as Pilates and aqua classes.

Over the last three years, membership has grown to 230 members. Income has more than doubled and the suite has achieved a 66 per cent return on investment. 

“The Feelgood suite adds another string to our offer. These are members we wouldn’t have had otherwise, they just wouldn’t use a traditional gym. The suite does well for us financially, but for me personally, it goes beyond that. We are offering an important service, a place where people can come to prolong their lives. Where else would they go if we didn’t offer this space?”