Excellent Customer Service for our Customers

Edge reception

Customer Service ExcellenceCustomer service excellence is at the heart of what we do and we’ve just received official accreditation for it!  At Sport and Physical Activity, we want everyone who comes into contact with the services we deliver to receive an excellent and memorable customer experience.

Sport and Physical Activity is part of the University of Leeds’ Commercial and Campus Support Services (CCSS) and has achieved Customer Service Excellence ®, a government standard that recognises an organisation’s commitment to putting customers first. The Service was particularly praised by the accreditation assessor for achieving “eight Compliance Plus awards,– an amazing achievement for a first assessment!”

Head of Sport and Physical Activity, Suzanne Glavin said: “We as a Service are delighted to have acknowledged, through this accreditation, our customer-centric approach to providing excellent services. We are particularly pleased that the inspection has highlighted our efforts to include as many students, staff and local community as possible, in supporting them to be active and engage in sport in the way that they want to take part”.

The Customer Service Excellence ® standard challenges organisations to examine their service in relation to 57 criteria that have been shown to influence customer satisfaction.  CCSS achieved a significantly positive result, receiving ‘Compliance plus’ for eight standard criteria, the most criteria that any first time participating organisation, for this accreditation, has ever received.

The Service was praised for:

  • In-depth understanding of its current and potential customers
  • Customer insight about customer groups to better understand their needs and preferences.
  • Particular efforts to identify hard-to-reach and disadvantaged groups and individuals
  • Reliable and accurate methods to measure customer satisfaction.
  • Analysing and publicising satisfaction levels of its customers
  • policies and procedures that support the right of all customers to expect excellence levels of service.
  • We have made arrangements with other providers and partners to offer and supply coordinated services
  • Developed coordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service.

Richard Hamilton, Customer Service Excellence Manager commented: “Following well-coordinated preparations, CCSS at the University of Leeds was completely ready to complete its assessment against the national quality mark for excellence in customer service.  This was a large project, requiring consistency across several diverse services.  The outcome has provided a great opportunity for CCSS to celebrate its excellent practice and respond positively to the areas identified for development.  Working with CCSS has been a pleasure for the Centre for Assessment – many congratulations on your impressive achievement.”

Read further about how we deliver customer service excellence.

Brownlee Centre Festival of Running Round Up

Child running over the finish line

Competitors setting off

The inaugural Brownlee Centre Festival of Running, on Sunday 3rd March, saw over 250 runners compete across a multitude of distances on the University’s cycle circuit. Ranging from one mile right up to 20, we welcomed a wide variety of ages and abilities; some hunting PB’s or racking up long training miles for marathons, others competing for the very first time!

Sunny conditions in the morning made for PB’s aplenty in the 1 mile, 5k and 10k races. 14 staff and students from the University’s Couch to 5k group completed their 5k graduation run on the day, with Anna Thompson finishing as first lady in a time of 24.54! The rain set in in the afternoon but this did not dampen the spirits of our runners, or our marshals with plenty of dancing, singing and cheering going on until the last competitor crossed the line.


Andrew Lockwood, the race organiser said;

“The cycle circuit lends itself perfectly to safe, off-road multi-lap racing. We are really encouraged by the success of our first event and will be looking to build on this for our next one!”

Celebrating finishing the race

Particular thanks go out to our energetic, all-singing, all-dancing team of volunteers and to RaceBest for their professional race timing. All money raised from the event goes towards our international sport development project, Gryphons Abroad; which aims to change the lives of children and young people in South Africa through sport & physical activity.


1 Mile Winning Times5k Winning Times 10k Winning Times Half Marathon Winning Times 20 mile Winning Times
1st male – Richard Sutor, Chapel Allerton Runners, 5.431st male – Martin Roscoe, Leeds City AC, 18.591st male – Jamie Rutherford, Totley AC, 34.271st male – Mark Smith, Horsforth Harriers, 1.16.561st male – Tom Needham, Bingley Harriers, 2.09.15
1st female – Daphne Jacob, Abbey Runners, 7.371st female – Anna Thompson, 24.541st female – Rachel Lundgren, Hallamshire Harriers, 37.211st female – Jenny Wade, Skipton AC, 1.36.381st female – Helen Brant, Saltaire Striders, 2.53.41

Full results for each race can be found here:
1 mile: https://racebest.com/results/9yze4
5k: https://racebest.com/results/raarz
10k: https://racebest.com/results/fhsc8
Half Marathon: https://racebest.com/races/hkf2w
20 mile: https://racebest.com/results/a8vkf

If you would like to see more photos of the event, check out our Facebook page.


Social Sport at the University of Leeds

Social Sport basketball

Be part of more than just a game. Join hundreds of students and staff taking part in our fun social sport programme.

  • 40 weeks of social sport played per academic year
  • 95 hours of social sport played per semester
  • 94 social league teams per semester
  • 714 players per semester
  • Played at three different sport locations using more than six different courts/pitches

Here at the University of Leeds we offer a varied social sport programme, with the chance to participate in both social leagues or the more relaxed “turn up and play” sessions. Currently, over 700 students and staff take part in social sport and it is a wonderful way to be involved in non-competitive sports both on campus at The Edge or at one of our many other fantastic sports facilities including Sports Park Weetwood and Bodington Playing Fields, the home of the world class Brownlee Cycle Circuit.

Currently, we have a partnership with the FA (Football Association) and BUCS (British Universities and Colleges Sport) which provides support and funding for our social sports programme.

Rachel Harrison, Social Sport and Coach Education Coordinator said;

“Social Sport at the University of Leeds is a wonderful programme for both students and staff. It’s a fantastic opportunity to take part in a sport you love or to try something new, alongside friends both old and new. Social sport offers you the chance to have fun and friendly competition, whilst experiencing the pride and passion of team sports”.

Social Leagues

Leagues are run on a semester-to-semester basis, culminating in play-off games at the end of each semester to decide the overall winner. At the end of the year, the final winner of the play-offs get the opportunity to represent the University of Leeds against rivals Leeds Beckett in the Social Varsity tournament in May.

There are five social league programmes available to take part in;

  1. 5-a-side football (un-officiated, male and female)
  2. 5-a-side football (officiated, male)
  3. 7-a-side football (officiated, male)
  4. 11-a-side football (male)
  5. 7-a-side netball (male and female)

Each social league team needs a captain and they are treated in the same way as any other club captain. By taking on this role, students learn vital leadership skills and gain confidence which puts them in a great position for life after University.

Turn Up and Play

The general social sessions (often referred to as “turn up and play”) require no weekly commitment and players can partake as often as they like, fitting sessions around their University timetables and social lives. They are aimed at everyone, no matter your age, gender or ability and are a great chance to have fun and blow off some steam.

If you are interested in playing social sport at the University of Leeds, or simply want to find out more, please take a look the information on our website



Leeds Sports Awards Winners Announced

boat and netball club at the leeds sports awards
On Thursday 28th February, sport at all levels across Leeds was celebrated at a glittering ceremony at the First Direct Arena.

The 16th Leeds Sports Awards saw 22 awards handed out in front of more than 800 people, including the likes of boxing World Champion, Josh Warrington, and Olympic and Commonwealth medalist, Nile Wilson. The awards celebrate sporting achievements and recognise the contribution of coaches and volunteers from elite performance to grass roots sport.

leeds sports awards

Our Netball club, Boat club and sports scholar Sam Dickinson were shortlisted for awards.

The University of Leeds Netball Club were crowned winners of the Student Sport, Special Contribution category.

Annalisa, Netball Club Captain said:

“All the girls work so hard. It’s incredible that someone has nominated us and recognised all the work we do and the effort they put in. They give up so many other commitments, their social life to volunteer for the club.
People realise that the Netball club are doing things for people, we’re coaching in local primary schools, getting involved in the community and spreading University sport across the whole of Leeds.”

Netball club at the Leeds Sports Awards

The University of Leeds Boat Club were Highly Commended for the Student Sport, Special Contribution Category.

Lydia, Boat Club Captain said:

“This has been one of the best years the Boat Club has seen. We’ve got the highest number of memberships ever, the most novices and the quickest seniors we’ve ever had. Tonight, we’ve been highly commended for Student Sport, Special Contribution and this is largely due to the volunteers that give up so much time to our club.”

“We’re really grateful for all the support we receive from LUU and SPA through Leeds Sport.”

Boat club at the Leeds Sports Awards

Triathlete, Sam Dickinson, was a finalist in the Senior Achievers, Sportsman Category.

A huge congratulations to the Netball Club, Boat Club and Sam. Your achievements over the past year have been outstanding!