Setting up the RYA Berth Holders Charter 

The RYA Berth Holders Charter – Customer Award          

The Charter was jointly developed by the RYA and Berth Holder Associations. Its purpose is to help recognise and encourage good standards in customer service and value at all UK marinas.   From the collective views of both berth holders and marina operators we have identified the 9 most important elements boat owners require of any marina irrespective of its size or facilities-
 
1. Value for money                
-           Facilities and services commensurate with fees      
-           A written management policy on customer satisfaction
 
2. Security                             
-           Protection from thieves                 
-           Prevention of improper access           
-           Emergency help always readily available

3. Facilities                             
-           Suitable for the purpose and competently staffed
-           Adequate in number and readily available

4. Maintenance                      
-           Facilities maintained in good working order, safe and clean
  
5. Suggestions, complaints    
-           A readily available procedure for receiving
             both suggestions and complaints                   
-           A prompt effective response and feedback of results

6. Staff                                   
-           Available, competent and helpful with authority to act quickly  

7. Peaceful enjoyment           
-           Freedom from noisy and disorderly elements, harassment and
             nuisances

8. Communication                 
-           Advance information on changes to facilities, 
            conditions, charges, services etc.

9. Safety                                
-           Effective action for the safety of persons and property
-           Implementation of Health and Safety legislation

Marina Berth Holders who recognise that these criteria are being consistently provided can ask the RYA to help assess the marina for the Charter Award.   Marinas can also apply to the RYA for the Charter Award.  The marina is then jointly assessed by Berth Holders and the RYA against the above 9 key items    

For the benefit of members, the RYA is keen to encourage every marina, whatever its size or facilities, to adopt these key provisions within their own working practices.     
         
Current holders of the RYA Berth Holders Charter Award include:-   Bangor Marina – Belfast Lough Carrickfergus Marina – Belfast Lough Chichester Marina – West Sussex Littlehampton Marina – West Sussex Meridian Quay Marina – Grimsby Port Solent Marina – Portsmouth Sawley Marina – Nottingham Sovereign Harbour Marina - Eastbourne Lemonroyd Marina - Yorkshire White Bear Marina – Adlington    

This Award is different and not easy to achieve - it is given by the Berth Holders, monitored and administered by the RYA, a genuine “Customer Award”  

To let us know if you think your marina should be assessed for this award, please contact:-  

Peter Waring
RYA Berth Holder Association Co-ordinator   
07769646905
peterwaring@btinternet.com