Chemical World
*Tuesday 22nd, 12:30 update*
Head down to the comments for the corporate response from Peter Kay, the Chief Executive of Fusion.
Original blog post…
You have to speak in *shhh* hushed tones whenever you talk about shut swimming pools around these parts. But yep - sad to say that @BrockwellLido was closed for the second consecutive morning early on Tuesday.
To not be able to offer swimming for the second consecutive morning during the height of the midsummer months is unfortunate; to repeat this act is not even careless - it’s a cock up of major proportions on behalf of Fusion.
The problem here is chlorine: too much chlorine. Fusion has been pumping the pool full of chemicals, to try and keep away the midges after the algae situation of last summer.
It’s a delicate balancing act - not enough chlorine and the algae ferments; too many chemicals and you run the risk of having to close the pool because swimmers’ skin starts to burn away.
Blimey.
And so having been told by Fusion management *not* to leave the chlorine pump on overnight, the last man standing lifeguard, um, left the chlorine pump on overnight on Monday.
Whoops.
The scenes at 7am outside Lake Brockwell were not pleasant. Swimmers are usually a serene bunch, happy to see in a midsummer morning with the tranquil activity of a dip in the great outdoors. Turn them away for the second morning running and the Speedo boys and girls tend to get a little agitated.
The lido community is more than the sum of a simple swim. We meet early morning to share friendships and conversation in what has to be the most delightful location in all of South London. It’s a way of life for the summer months, and one that doesn’t take too kindly to a corporate cock up one again from Fusion.
This is the third time this month that Fusion has forgotten how to run an outdoor pool. From memory, there wasn’t a single chlorine or algae related incident in the twelve years of the lido golden years under the fine management of Paddy and Casey.
Back in the day and the algae was attacked at source with the good old-fashioned method of a wetsuit, some breathing apparatus and a chisel. The result was the beautiful clear blue waters of Brockwell, something that has come to characterise all that is lovely about the lido.
It hasn’t helped that the Fusion site manager departed this summer, swiftly followed by the lido manager. A new team is in place, but with little knowledge in how to upkeep an outdoor pool.
And so for the second morning running, it was a return to my love / hate relationship with Brixton Rec. Sterile, suffocated, and yep, heavy on chlorine.
Yuk. No thanks.
A third morning of such inconvenience may not get the polite “pah” response from the lovely lido community of SE24.
Come on in - the water’s… um, cloudy.
22/06/2010 at 12:48 pm Permalink
And here’s a response from Peter Kay [nope, not that one...] the Chief Exec of Fusion, to another worried regular of the lido community. This email was sent *before* the second closure on Tuesday:
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Dear Mr xxxx
On reading your email, I had originally assumed that it was addressed to me and was a bona-fide complaint. Having subsequently received follow up emails from a number of senders (previously unknown to me) who clearly have received your email, but are not identifiable in your original message, it would seem that you have chosen to circulate your comments widely by blind copy and without affording me the courtesy of knowing who has received it.
I am always prepared to listen to, and deal with, honestly felt complaint and criticism, but I find your approach a highly unusual way to do business and one with which I would not normally engage.
Nevertheless, I, personally, and my colleagues in Fusion have always striven to communicate honestly and openly with all stakeholders and customers at Brockwell Park Lido so I will respond objectively and constructively to your email. Please note, however, that this email is private and confidential to yourself and should not be distributed to other parties without my prior approval, in writing.
First, we have worked extremely hard over the last 3 years to establish professional standards of operations at the Lido and also to extend the season, extend opening hours and maintain availability of service, even in adverse weather. Notwithstanding occasional service interruptions, I would contend that we have achieved considerable progress in this aim and we certainly intend to continue this initiative. The Lido is now available for swimmers far more than it was prior to Fusion’s involvement.
Next, it is no secret that we have struggled a little to maintain management continuity this year, and we have openly discussed this with BLU and with the Lido Steering Committee. The previous General Manager (Jeremy) and the Operations Manager (Paul) both left unexpectedly and at very short notice just before the season commenced.
There was very little time for handover, but we transferred experienced Duty Managers from another site and recruited a very experienced General Manager. There are, of course, corporate operating procedures (known as NOP) and there was a handover in the limited time available, but it would seem that some of the local nuances and characteristics of the operation were not comprehensively documented and thus not handed over in their entirety.
A subsequent disciplinary investigation has caused further management disruption and the need to draft in additional managers at very short notice. These managers have, in my opinion, responded very well to the challenging circumstances in which they find themselves and have done very well to maintain the levels of service that they have done. They have the complete support of Fusion management.
Having said that, it is always disappointing when things go wrong, which clearly they did on Monday. Naturally, we extend our apologies to you and all customers accordingly.
The pool was, indeed, running too high in chlorine levels and so the right decision was taken to close the pool for the very short term. This is in accordance with our NOP. Chlorine levels were adjusted and the pool re-opened at around 9.30am once the problem was solved. We are still investigating the cause of the chlorine imbalance.
You are correct that some customers were in the pool at the time of closure and that we should be finishing our morning checks before allowing the first bathers in the water. I am advised that failure to do this was caused, to some extent, by the fact that a receptionist was unwell and had not arrived for work, the Duty Manager was covering reception while the lifeguards carried out the checks and, consequently, we had not finished checking before the first bathers got in the pool.
Nevertheless, I am advised that all lifeguards and managers are correctly equipped with a copy of our formal NOP document, which lays out the safety parameters of the pool operation, and they made the right decision in shutting the pool.
It would not be normal practice in any pool to have a ‘Pool Plant Operator’-trained individual on duty at all times, but we always have one on-call. Thus, the call made by the Duty Manager for support is a normal process in reverting to the maintenance support function to gain advice on responding quickly to solve the issue.
The issue of the gates to the park has been somewhat confused. The gates do not actually fall within Fusion’s demise and thus are not, officially, our responsibility. However it would seem that a local ad-hoc arrangement that Fusion staff would close the gates at night had been established between the Park Rangers and the former managers at the Lido . However, this ad-hoc arrangement was not documented and thus not effectively handed over; we have now recommenced closing the gate but we will be having further discussions with the Park Rangers on the matter.
On your comments that we should contact people with expertise, I should first restate that all of our managers at site are experienced in pool operations and have been inducted into, and are equipped with, our NOP. Even so, we are fully aware of the value and importance of local knowledge and we are scheduled to meet soon with Casey McGlue with a view to engage his experience in assisting the new management. We are also in daily dialogue with those in BLU and the Steering Committee, and we find this input invaluable.
With regards to contacting Jeremy and Paul, it would not be our normal practice to call on ex-employees; furthermore, in this case, Jeremy now works for our principal competitor and I believe Paul has left the country.
We are intent, of course, in providing the highest qualities of cleanliness throughout the facility, but the cleanliness of the pool is an issue which continues to be a challenge. We believe that perceptions of cleanliness are adversely affected by the poor condition of the pool paintwork, which we intend to address at the end of the season. In addition, at present, our pool vac is being repaired and is due for return imminently; we are investigating sourcing a replacement pending its return. In the meantime, we are also cleaning the pool with brushes but this is something for which we are seeking assistance from Casey.
We regularly check water quality and we also have independent water inspections. Notwithstanding that we continue to strive to improve cleanliness, water quality falls within accepted safe parameters.
The lockers should no longer be blocked and although I don’t think your comment was in reference to Monday, rest assured we will be closely monitoring to ensure this does not happen.
Finally, I would just like to stress again the following points:
Brockwell Lido is absolutely critical to me and to Fusion; we are proud of it and we want it to continue to be a great success. Your comment on swimmers on a cold, overcast day is testament to what has been achieved.
We are aware of the recent inconsistencies, but we are doing everything we can to address them. The team at the Lido is being fully supported to make sure that we deliver over the summer season and beyond, with direct support of our corporate Health & Safety, Operations, Maintenance and Marketing teams, to name but a few.
Once again, we apologise for the service inconsistencies and the pool closure on Monday. We trust that we can quickly win back your confidence in Fusion and the Brockwell Park Lido,
Yours sincerely
Peter
Peter Kay
Chief Executive