Introduction to CSR Policy

Corporate Social Responsibility

Wyboston Lakes

We set out to create and maintain a socially responsible community by developing a company culture that encourages our team of colleagues to work closely together to achieve consistently excellent results and to reach challenging but realistic targets. We judge our success not purely on financial performance, but also on the impact we have on our customers, our colleagues, our local area and our environment.

Our reputation has been developed over thirty years on the Wyboston Lakes site and over a further thirty years prior to that on our Potton site, as the Potton Timber Engineering Company and other divisions - before concentrating on Training and Hospitality as our core business.

We are committed to continuing investment in the Wyboston Lakes site, and to continuous improvement in all areas of our service delivery. Our Vision is ‘To further develop Wyboston Lakes to become a leading and highly rated business and leisure destination that offers great hospitality and outstanding customer service’. Implicit in that Vision, is our desire to be highly regarded in all aspects of what we do and to have real regard for the impacts of our actions and omissions. Specific actions and achievements are set out in the following pages.

One of our key measurement tools in this process is tracking our customer satisfaction rates - we aim to raise these to 92% in 2013 and progressively to 95%, at which point we believe we would be at the forefront of the industry and truly delivering thoughtful, personal attention and creating lasting impressions. Satisfaction rates have risen, reaching 91.08% in 2010, 91.90% for 2011 but dropping back to 90.89 in 2012 partly due to significant disruption during the building of our new Y Sa and major refurbishments. However, that must not be an excuse and we have set ourselves a target of 92% for 2013. We are currently developing even more detailed customer analysis to ensure that we totally understand our strengths and weaknesses and work to remove any obstacles or impediments to customer delight.

We are also running a five year energy management programme to reduce our usage by units of utilities by 20%. 2013 is year four of the programme and the scheme is being recalibrated to take account of capital investment in additional facilities and services to expand the business. At the last point of comparable measurement we had achieved an 11% reduction through investment in smart metering, timing devices, sensitivity switches, increased insulation to roof spaces, replacing over 1000 halogen lights to LED and staff education.

In pursuing our aims and objectives, Wyboston Lakes accepts the responsibility to act in a manner which produces positive outcomes for our customers, our colleagues, our suppliers and the wider community - whilst working to manage our operations so as to reduce the inevitable negative impacts of a large employer with a substantial business footprint.

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Mark Jones
Managing Director

Our Customers

Corporate Social Responsibility

Wyboston Lakes

Our Colleagues

Corporate Social Responsibility

Wyboston Lakes

We aim to recruit the right person for each job and to support our colleagues with fair, ethical and correct employment policies and to give them every opportunity for success and advancement. Our colleagues come from widely diverse cultural backgrounds, which we believe is a source of strength for us.

We value colleagues who accomplish goals and solve problems; our culture is one of continuous entrepreneurial achievement on this site since 1983 and in the parent company as a major player in niche market construction since the 1960’s. Effective teamwork underpinned by two-way consultation coupled with sensible empowerment levels is the formula that turns words and intentions into action. Each of us also signs up to a set of Values and Principals that set the tone and ambitions for our community of over 200 persons. We expect our colleagues to embrace and live by these values set out below:

Values and Principles

Naturally hospitable, friendly and welcoming
A hard-working team with our customers as the focus of our attention
A real sense of humour to diffuse tension and maintain perspective
Management will lead by example
If one fails – we all fail so we will nurture and develop all team members
We expect to be good at what we do and will set high standards
We will contribute to the best of our ability and give praise to others
We will work together to get it ‘right first time’ across the business
If it goes wrong, we’ll put it right quickly and without fuss
We will support each other and resolve challenges together
We are committed to continual training and development
We will use resources carefully to reduce our environmental impact
We will never stop in our quest for excellence in all that we do

The Environment

Corporate Social Responsibility

Wyboston Lakes

Our policy is to work in a manner such that our operations have the lowest possible impact on the environment - whilst ensuring that the business remains commercially successful to support all the stakeholders who depend on our success. We are making continuing improvements in our energy efficiency, and have active campaigns aimed at customers and colleagues alike to save energy.

We always ensure that new buildings are as environmentally friendly as possible, and we continue to explore new ways of minimising waste. We are committed to preventing accidental pollution of the local water table. We aim to increase recycling year-on-year as new technology opens up further opportunities.

Some of our environmental initiatives have been and are:

Planting over 5,000 trees on our site over the last 5 years
Installing light saving monitor switches in small rooms
Constant and detailed monitoring and smart metering of energy usage
Tight control of air conditioning systems to ensure rooms not in use are not treated
The funding of cycle paths in the local area to encourage our employees to make their journey to work carbon neutral
Encouraging the re-use of towels in bedrooms rather than daily laundry and installing an in-house laundry for towels and robes
Recycling of glass bottles, plastic bottles, cardboard, paper, newspapers, waste cooking oil, printer cartridges, gardening and golf course trimmings and clippings
installing electric charging points in car park for use by customers with electric cars.

The Community

Corporate Social Responsibility

Wyboston Lakes

We are a significant employer in the local area, with the majority of our colleagues living within three miles of our site.

Wyboston Lakes acts as a focal point for the local population because of the wide range of leisure activities on the site: golf course and driving range, sports and fitness club, watersports, coarse fishing on lakes and river, nature reserve, as well as wining and dining in the Waterfront and using our newly opened Y Spa for relaxation and renewal.

We sponsor a local youth football team, provide funds to the St Neot's Town Centre Initiative, and support the local Young Enterprise scheme.
Our charitable trust provides financial support to a wide range of local charities, having donated £650,000 over the last 18 years, recent notable recipients being the Bedford Child Development Centre, Addenbrooke's Hospital and Sandy Upper School.

Our colleagues are encouraged to take part in charitable activities, both as individuals and as teams, and we organise a long-distance sponsored walk and two large charity quizzes per year. We also host and support the Mayor of St Neot’s annual charity golf day.

Our Suppliers

Corporate Social Responsibility

Wyboston Lakes

Accessibility

Accessibility Statement

Wyboston Lakes

We're committed to meeting all our customers' needs, and to helping change how people regard disability.

We’ve consulted disabled customers about ways to make our services easier to use. We want to do more than just meet the requirements of the Equality Act – we want to provide equal access to our products and services for all our customers – whilst expecting that this will be a two-way street. We would ask anyone wishing to use our facilities or their carer or supporter to contact us with any specific needs. We will make every effort to meet the needs as explained to us and will not shy away from extra effort to deliver hospitality

If mobility and dexterity are a problem, we can provide solutions to help you get the service you need. We can help you to get the most out of your time with us. Specific facilities to ‘level the playing field’ include:

A level site with no inclines or hills to negotiate whether on foot or in a vehicle.
Parking bays directly adjacent to each venue at the front door and as close as practical (within 15m) of the entrance to the Waterfront restaurant.
Automatic main entrance doors to all venues except the privately bookable Fairways Suite. And lifts where an upper floor exists.
Low level reception counters for ease of registration, communication and settlement on departure.
Ground floor bedrooms in each of our three venues with alarm cords.
Specific accessibility bedrooms in each venue with fully equipped bathrooms.
Accessible toilets in all venues including the new Y Spa.
Seat hoist for the Hydrotherapy pool in the Y Spa
Ground floor treatment room, changing and shower facilities in the new Y Spa
The ability to welcome wheelchair users to all our restaurants and bars.
The ability to welcome wheelchair users to all conference and training rooms.
Induction loops in both our main conference rooms, also Monaco, Oslo, Geneva and Copenhagen. In addition, we have two portable loops that can be deployed anywhere with power across the site.
Vibrating alarms for use under pillows in tandem with our fire alarms.
Menu options for all dining needs - including Kosher with advance ordering.

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Introduction to CSR Policy

Corporate Social Responsibility

Wyboston Lakes

Our Customers

Corporate Social Responsibility

Wyboston Lakes

Our Colleagues

Corporate Social Responsibility

Wyboston Lakes

The Environment

Corporate Social Responsibility

Wyboston Lakes

The Community

Corporate Social Responsibility

Wyboston Lakes

Our Suppliers

Corporate Social Responsibility

Wyboston Lakes

Accessibility

Accessibility Statement

Wyboston Lakes

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