Golfers complain of problems since Serco took over contract to run Windmill Hill centre in Milton Keynes

Serco Leisure, part of the Serco outsourcing empire that once ran the city’s refuse collection service, started the 10-year contract began at the beginning of last month, taking over from previous operators Parkwood Leisure’s 1Life.

The company also won contracts to run Bletchley and Woughton Leisure Centres in a huge single deal.

But golfers say the switch at Windmill Hill has caused a series of hitches that is ruining their pleasure in the game. The problems mainly stem from booking, they say, together with a lack of contact details on the centre’s website.

One golfer told the Citizen: “The issue is that Windmill Hill Golf booking has been moved from one of the best golf booking systems onto Serco’s existing gym class booking system, which is wholly unsuitable for golf. The previous system worked very well and allowed members to book tee times and add other members to their group easily.”

He added: “Under the new Serco system, members cannot book a tee time with other members. The system treats additional players as guests and asks for full payment upfront. If a member books a fourball, only the lead booker is recognised as a member, with payment demanded for the other three players, despite them already paying a monthly membership fee. As a result, members are understandably booking for one player only.”

Previously, any booking from one to four players locked the tee time. The Serco system does not do this, leaving the slot open for others to book. This led to a situation over the weekend where four separate groups of four all turned up for the same tee time. The golfer said: “This is actually an improvement from the first couple of weeks of the new management, where six separate booking slots for four players were available for every tee time, creating the potential for up to 24 players to book onto a single tee time.”

He added: “Serco, operating under More Leisure, provide no contact telephone numbers or email addresses on the new website...Also, the booking policy on the new website appeared to be copied directly from leisure centres and has no relevance to a golf club.

“Why did the council remove an experienced golf course management company and award the contract to Serco? Had even the most basic level of research been carried out?

A City Council spokesperson said: “We invited bids to manage our leisure facilities as the previous contract was at an end. The winning bidder Serco will be investing significantly as part of the contract, for instance upgrading Windmill Hill’s irrigation system so a higher‑quality course can be used throughout the year, enhancing the driving range, and modernising the clubhouse.

"Although the current system is successfully used at other golf courses, Serco is aware of the feedback and has already started work to reintroduce the former Intelligent Golf booking system to Windmill Hill.”

Serco say they have updated the website and booking system and are making numerous improvements at the club, including new driving range mats, new rubber tees, new driving range balls and new chipping nets.