Council faces complaints over leisure centre cleanliness and repairs

Seven Towers Leisure Centre, Ballymena

A “significant” number of complaints received by Mid and East Antrim Borough Council during the last financial year related to the cleanliness and disrepair of its leisure centres, a committee report has revealed.

The Annual Complaints Report 2024/25, presented to the council’s Corporate Resources, Policy and Governance Committee at The Braid in Ballymena on Monday evening, stated that maintenance work had been carried out at the spa facility at the Amphitheatre in Carrickfergus, while “extensive” roof repairs were required at Seven Towers Leisure Centre in Ballymena.

Councillors were advised that staff had received additional training focused on cleaning duties, with new processes introduced to “ensure faster reporting and resolution of maintenance and hygiene issues”.

“These measures aim to reduce recurrence, improve customer experience and ensure a consistent standard of care across council facilities,” the report said.

With regard to parks operations, the report noted that most complaints related to the maintenance of public areas and cemeteries. In response, the council said it had increased the frequency of inspections in an effort to identify maintenance needs earlier.

In the waste services department, the majority of complaints concerned missed black bin collections, where bins were not emptied on schedule. However, some instances were linked to contamination or access issues.

“Full responsibility was not attributed to council in all instances,” the report noted. It was also indicated that information notices had been placed on affected bins.

Councillors were told that two complaints were received in relation to the council’s “co-ordination and organisation of wreaths submitted for laying at a commemorative event”.

A new process has since been introduced to “record and monitor wreaths with cross-checks” ahead of future events.

“These measures aim to prevent recurrence of similar issues, strengthen event oversight and ensure all participants are appropriately represented and acknowledged,” the report stated.

Carrickfergus Castle DUP Alderman Billy Ashe MBE said previously the council is “not making it easy” for people to consult with the local authority. He urged interim chief executive Valerie Watts to hold a “genuine consultation” with councillors on such matters.