Doc 11 of 12 · complete (built post-Manus)

Trentham Padel: SOP Library, Compliance Registers, Incident Playbooks and Training-Video Plan

Prepared for: Ade Whetton Date: 7 August 2026 Status: Deliverable 11 of the turnkey venue programme — the working operating library for both the traditional staffed model and the lean remotely-operated model Companion documents: vending blueprint (doc 01), operating model (doc 03), remote-operations architecture (doc 04), environmental/council obligations (doc 07), café/bar/shop operations (doc 08), staffing scenarios (doc 09)

Decision in one sentence: write every operating procedure once, before opening, in a single version-controlled SOP library with one named owner per document, film a short training video against each customer-facing or safety-critical SOP so that every staff member, remote operator and local responder is trained to an identical filmed standard — and make the first ten videos the complete competence set for running the venue in its unmanned mode.

This is the precedent the operator asked for: "this is what happens, this is the protocol for this", set from day one. The library below is built so that the same document serves all three staffing scenarios in doc 09. Each SOP declares which operating modes it applies to (Lean / Hybrid / Traditional), and the unstaffed-mode variants are separate SOPs rather than footnotes, because doc 04 is explicit that "unstaffed" means no permanent front desk — not no accountable person, and never a different safety standard.

1. Why a formal SOP library, and why now

Three facts from the sibling documents drive the design:

The lean model runs on systems, not supervision. Doc 09 shows the hybrid venue leaves roughly 49 public clock-hours per week in remote mode, and the lean case leaves 88. During those hours the only things standing between a customer problem and a bad outcome are the automation (Layer 0), the remote duty manager (Layer 1), the local responder (Layer 2) and the specialist engineer (Layer 3) defined in doc 04. Every one of those actors needs a written, rehearsed procedure, because there is no colleague to ask.
The compliance layer is a continuous operating system, not a set of licences. Doc 07's core conclusion is that Environmental Health, water hygiene, food safety, waste and utilities are daily controls with evidence trails, inspected after the fact. An inspector judges the venue by its records. The registers in section 5 are those records.
Consistency is cheaper than heroics. Doc 01's fault-and-service standards (refund or working alternative within 15 minutes; no automatic damage charge without review) only hold if every remote operator handles the same fault the same way at 06:30 on a Tuesday as at 21:45 on a Saturday. A filmed procedure is the cheapest way to buy that consistency, and it survives staff turnover.

The library deliberately absorbs and renumbers the vending starter set (V-00 to V-11) published in doc 01 §15, so there is one video suite, not two.

2. SOP architecture

2.1 Numbering scheme

Every SOP carries an identifier in the form SOP-[domain]-[nn], where the domain codes are:

Code	Domain	Default owner (role per docs 07/09)
OPS	Opening, closing and mode changes	Operations & Duty Manager (ODM)
ACC	Access control and entry exceptions	Remote Duty Manager (RDM)
BKG	Booking, no-shows and refunds	General Manager (GM)
VND	Vending and racket-rental lockers	RDM / Local Site Runner (LSR)
CLN	Cleaning and inspection rounds	ODM (delivery by contract cleaner/LSR)
WTR	Water hygiene and Legionella	Compliance & Facilities Lead (CFL)
CAF	Café, bar and shop service	Hospitality lead / Designated Premises Supervisor (DPS)
FSY	Food safety and allergens	Hospitality lead
FIR	Fire and evacuation	CFL (as support to the Responsible Person)
MED	Medical emergency and first aid	ODM
DAT	CCTV, data protection and privacy requests	GM (as data-protection lead)
PAY	Payments, disputes and reconciliation	GM
CON	Contractors and permits	CFL
WST	Waste, pest and environmental checks	CFL
CUS	Complaints and customer recovery	GM
SGD	Safeguarding and junior activity	GM (welfare structure per LTA standards)

The owner is accountable for the document being correct, current and trained — not necessarily for performing the task. Contractors may perform tasks, but doc 07's control principle stands: the operator retains the duty to specify, verify, record and act.

2.2 Document control rules

Rule	Standard
Master register	One SOP register (spreadsheet or document-management tool) listing ID, title, version, owner, approval date, next review date, linked video ID and training status. The register is itself a compliance record (section 4).
Format	One page wherever possible; never more than two. A procedure that cannot fit on two pages is two procedures. Each SOP states: purpose, applies-to modes, trigger, steps, what the role must NOT attempt, escalation route, records created.
Versioning	Whole-number versions on approved release (v1, v2). Draft revisions carry the owner's initials and are never issued to the floor. Superseded versions are archived, not deleted.
On-screen control	Per doc 01 §15: version number, approval date and next review date appear on screen in the linked video and in the SOP register. A video that no longer matches the written SOP is withdrawn the same day.
Approval	The owner drafts; the GM approves all SOPs; the fire-risk-assessment Responsible Person additionally approves FIR SOPs; the DPS additionally approves alcohol-related CAF SOPs.
Review cadence	This library's own recommended policy — not fixed in any source document, so set it deliberately and revisit it if experience says otherwise: 6-monthly for FIR, MED, ACC and unstaffed-mode OPS SOPs (the life-safety and lone-customer set); annual for everything else. Immediate event-triggered review (this part is sourced): after any P1/P2 incident, any test failure, any equipment or supplier change, any regulation change flagged by the obligations register (doc 07), and after the 90-day operating reset in doc 09 §12.
Training linkage	No one is rostered to a duty until the register shows they have watched the linked video and passed the competency check for the governing SOP. Doc 09 §11 is the authority: training is role-based, not universal.
Language	UK English, imperative voice, no jargon. Every step starts with a verb.

2.3 The unstaffed-mode rule

Any SOP that can be triggered while the building is in remote mode must contain an explicit "Unstaffed variant" block answering three questions: who is the accountable human (always named by role, never "someone"), what is the maximum time to a physical response, and what is the closure trigger — the condition under which the remote duty manager suspends new admissions and relocates or refunds bookings, per doc 09 §4. If those three answers cannot be written, the activity does not run in unstaffed mode. That is how alcohol, junior coaching and hot-food service were excluded from remote hours in docs 08 and 09, and the same test governs everything else.

3. The SOP catalogue

Applies-to key: L = lean, H = hybrid, T = traditional (per doc 09 scenarios). Video IDs refer to section 6. SOPs marked ✱ require a written unstaffed variant under rule 2.3.

3.1 Opening, closing and mode changes

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-OPS-01 ✱	Remote pre-open and automated open (unstaffed)	L, H	Daily, before first booking window	RDM	V01
SOP-OPS-02	Staffed opening: building, hazards, tills, hospitality	H, T	First staffed shift of the day	ODM	V11
SOP-OPS-03	Mode change: staffed → remote (securing bar, shop, food areas)	L, H	End of each staffed block	ODM	V11
SOP-OPS-04 ✱	Remote close and exception review	L, H	Final booking ends	RDM	V10
SOP-OPS-05	Staffed close: customer clear, stock, tills, waste, alarms	H, T	Last staffed shift	ODM	V11
SOP-OPS-06	Shift and remote-to-site handover log	L, H, T	Every handover; every dispatch	ODM	V10

The close SOPs implement the doc 09 §11 control records verbatim: no P1/P2 issue is handed over without a named owner, action and closure authority; the close record covers customer clear, bar/shop secure, tills/settlements, waste, refrigeration, doors, alarms and exceptions.

3.2 Access control and entry

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-ACC-01 ✱	Valid customer cannot enter: the five-step fallback	L, H, T	Failed entry report via help point/phone	RDM	V02
SOP-ACC-02 ✱	One-time assisted release: identity and booking verification	L, H	Fallback step 3 reached	RDM	V02
SOP-ACC-03	Credential hygiene: no shared PINs, abnormal-use alerts	L, H, T	Continuous; alert-driven	GM	V02
SOP-ACC-04 ✱	Door will not close or secure	L, H, T	Door-held/door-fault alert	RDM	V24
SOP-ACC-05	Staff, plant and stock zone access; role-based credential matrix	L, H, T	Joiner/leaver/role change	GM	V18

SOP-ACC-01 is the doc 03 §4.4 hierarchy written as steps: (1) normal digital credential; (2) resend through the verified booking account; (3) remote identity and booking check followed by one-time assisted release; (4) local responder where door, controller or lock has failed; (5) safe closure and refund where secure access cannot be restored. The SOP forbids bypassing identity controls under customer pressure — doc 04 §9 is explicit on this.

3.3 Booking, no-shows and refunds

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-BKG-01	Booking amendments, relocations and refunds	L, H, T	Customer request or venue-caused disruption	RDM	V17
SOP-BKG-02	No-shows and late cancellations	L, H, T	Booking window lapses unused	GM	V17
SOP-BKG-03 ✱	Venue-caused closure: proactive customer communication	L, H, T	Any closure trigger fires	RDM	V07

SOP-BKG-03 implements the doc 01 standard that affected renters are notified before arrival when a unit or court is down, and the doc 04 rule that a P2 fault is either restored remotely within 10 minutes or bookings are dispatched/closed.

3.4 Vending and racket-rental lockers

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-VND-01 ✱	Failed vend: verify, refund, isolate	L, H, T	Delivery sensor reports no drop	RDM	V03
SOP-VND-02 ✱	Locker will not open: spare-bay recovery	L, H, T	Customer report or door-sensor fault	RDM	V04
SOP-VND-03	Return mismatch and fair damage review	L, H, T	Return verification fails	ODM	V04
SOP-VND-04	Safe simple-jam clearance (trained local responder only)	L, H, T	Repeat-fault threshold reached	LSR	V22
SOP-VND-05	Replenishment, expiry rotation and stock audit	L, H, T	Weekly service window	LSR	V22
SOP-VND-06	Racket clean, inspect, quarantine and replace	L, H, T	Each return cycle / weekly audit	LSR	V23
SOP-VND-07 ✱	Machine offline and controlled reboot (one attempt only)	L, H, T	Heartbeat lost	RDM	V07

These SOPs transcribe doc 01 §§7 and 12: the payment is reversed or refunded automatically; the affected selection is isolated after the defined repeat threshold; the customer gets an alternative or refund within 15 minutes; a trained responder attends within four hours during peak trading; repeated jams trigger a planogram or packaging change, not repeated manual clearing; and a return mismatch opens a review case — never an automatic penalty — until logs and CCTV are checked. Repeated power cycling is prohibited (doc 01 §6).

3.5 Cleaning and inspection rounds

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-CLN-01	Daily cleaning and inspection round (courts, glass, circulation, changing)	L, H, T	Scheduled round	ODM	V08
SOP-CLN-02 ✱	Spill, contamination and rapid zone closure	L, H, T	Spill/contamination found or reported	LSR	V08
SOP-CLN-03	Court glass and surface defect check, isolation and reporting	L, H, T	Each round; any impact report	ODM	V08
SOP-CLN-04	Cleaning chemicals: COSHH storage, dosing and spill control	L, H, T	Continuous	CFL	V19

Doc 07 §8 sets the emphasis: zoned checks, rapid closure, spill response and cleaning evidence for wet areas; inspection standard, defect isolation and emergency call point for court glass. A cracked or unsafe court is closed digitally and physically, evidence preserved, and there is no remote reopening — a competent physical inspection is mandatory (doc 04 §9).

3.6 Water hygiene and Legionella

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-WTR-01	Weekly flushing of little-used outlets	L, H, T	Any outlet unused seven days or more; weekly schedule	CFL	V09
SOP-WTR-02	Monthly sentinel temperature checks	L, H, T	Monthly under the written scheme	CFL	V09
SOP-WTR-03	Quarterly shower-head dismantle, clean and descale	L, H, T	Quarterly or risk-based	CFL	V09
SOP-WTR-04	Annual tank inspection and calorifier programme	L, H, T	Annual service window	CFL	—
SOP-WTR-05 ✱	Leak alert response and automatic isolation	L, H, T	Leak/flow alarm	RDM	V07

The frequencies are the HSE baselines recorded in the validated findings for doc 07: cold water below 20°C where possible, stored hot water at least 60°C reaching 50°C at outlets within one minute; calorifier flow/return and sentinel outlets monthly; tank condition annually; showers quarterly; sustained logged flushing for any outlet unused seven days or more. The SOPs restate the doc 07 boundary: remote sensors improve evidence but cannot descale a shower, inspect a tank or flush a dead leg — these are scheduled human tasks in every staffing scenario, including lean.

3.7 Café, bar and shop service

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-CAF-01	Café service, equipment start-up and clean-down	H, T	Staffed café period	Hospitality lead	V12
SOP-CAF-02	Bar service: staffed and licensed periods only	H, T	Licensed staffed block	DPS	V13
SOP-CAF-03	Age verification: Challenge 25, refusals and incident log	H, T	Every alcohol sale	DPS	V13
SOP-CAF-04	Intoxication escalation and dispersal	H, T	Any intoxication concern	DPS	V13
SOP-CAF-05	Secure bar close: stock, shutters, refrigeration, two-person rule	H, T	End of licensed period	DPS	V13
SOP-CAF-06	Shop sales, demo-racket issue/return and stock control	H, T	Staffed shop period	Hospitality lead	V22

Doc 08 is the authority: no alcohol through vending, unattended taps, self-service or remote-only approval; sales only during staffed licensed periods by authorised persons under a named DPS; Challenge 25, refusals and incident logs, controlled glass management, secure stock at close; alcohol purchased only from an AWRS-verified wholesaler with the URN retained. Digital age verification is not assumed available (doc 08 §4.1). Cash, if ever accepted, follows a formal float/safe/blind-drop procedure, not casual drawer handling.

3.8 Food safety and allergens

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-FSY-01	Daily opening/closing food-safety checks and diary	H, T	Each trading day	Hospitality lead	V12
SOP-FSY-02	Allergen matrix, substitutions and customer information	H, T	Every menu/supplier change; every enquiry	Hospitality lead	V12
SOP-FSY-03	Temperature monitoring, corrective action and disposal decisions	L, H, T	Logged checks; any high/low alert	Hospitality lead	V12
SOP-FSY-04	Deliveries, traceability, date rotation and recall	H, T	Every delivery; any recall notice	Hospitality lead	V22
SOP-FSY-05	Staff illness, exclusion and return-to-work	H, T	Any reportable symptom	ODM	—
SOP-FSY-06	PPDS labelling (only if on-site prepacking is ever adopted)	T	Board approval of prepacking	Hospitality lead	—

The system is HACCP-based (SFBB-style pack per doc 07 §4), with the allergen matrix covering the 14 regulated allergens and a hard rule of no product substitution without updating the matrix and briefing staff. Remote high/low fridge alerts are fitted, but manual verification and the disposal decision stay human (doc 07 §9). SOP-FSY-03 applies in lean mode too, because vending stock and any unattended fridges still need temperature and expiry control (doc 01 §10).

3.9 Fire and evacuation

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-FIR-01	Fire alarm activation — staffed mode: evacuation, roll and re-entry authority	H, T	Alarm activation	ODM	V14
SOP-FIR-02 ✱	Fire alarm activation — unstaffed mode	L, H	Alarm activation in remote mode	RDM	V05
SOP-FIR-03	Fire-system and door-release testing programme	L, H, T	Commissioning; interval per fire strategy	CFL	V14
SOP-FIR-04	Escape-route and fire-door daily check	L, H, T	Every round	LSR	V08

SOP-FIR-02 is written around the doc 04 architecture rule that life safety is independent: every specified powered lock releases or assumes its safe state on alarm without cloud, booking logic or remote login, and escape is single-action mechanical. The remote duty manager's role in an unstaffed activation is therefore verification and dispatch — treat as P1, acknowledge immediately (target ≤2 minutes from monitored signal), confirm signals via permitted cameras and the alarm centre, call the fire service if not already routed, suspend all new admissions, notify inbound bookings, dispatch the keyholder, and never remotely re-arm or reopen until a physical inspection clears the building. SOP-FIR-03 embeds the doc 04 §4 commissioning test table (alarm release, mains isolation, controller failure, LAN/WAN isolation, single-action escape, fire-rated doorset integrity) as a recurring programme, at the interval set by the fire strategy.

3.10 Medical emergency and first aid

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-MED-01	Medical emergency — staffed mode: response, AED, scene control	H, T	Injury/collapse reported	ODM	V15
SOP-MED-02 ✱	Medical emergency — unstaffed mode: help point, 999 and remote coordination	L, H	Help-point call, CCTV observation or panic alert	RDM	V06
SOP-MED-03	First-aid kit, AED and help-point readiness checks	L, H, T	Weekly round	LSR	V08
SOP-MED-04	Accident recording and RIDDOR assessment	L, H, T	Every incident	CFL	V20

The boundary is stated plainly in both docs 04 and 07: a camera can identify an event and a remote operator can call 999, but nobody can deliver CPR, use an AED or control bleeding remotely. SOP-MED-02 therefore scripts what the remote duty manager can do — answer the help point, call 999 immediately, unlock the entrance for responders using the authorised route, guide bystanders to the AED and first-aid point, keep the line open, dispatch the local responder, record everything — and states the residual-risk position for unstaffed hours that the first-aid-needs assessment must formally accept before the mode is approved (doc 09 §3). Trained physical cover is rostered for higher-risk sessions per the needs assessment.

3.11 CCTV, data protection and privacy requests

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-DAT-01	CCTV operation, signage, retention and access control	L, H, T	Continuous	GM	V16
SOP-DAT-02	Footage bookmark, export and evidential handling	L, H, T	Any incident	RDM	V16
SOP-DAT-03	Subject-access and information-rights requests	L, H, T	Any request received	GM	V16
SOP-DAT-04	Admin-account, MFA and credential management	L, H, T	Joiner/leaver; quarterly audit	GM	V18

Rules from docs 04 and 01: 21-day rolling retention as the initial design position, subject to the CCTV DPIA; no cameras in toilets or changing areas; ambient audio off, two-way audio only for a call or defined security intervention; documented purpose, responsibility, security, sharing and retention; visible signage; and a defined subject-access procedure. SOP-DAT-04 carries the doc 04 cyber controls: MFA for every cloud administrator, named accounts only, vendor defaults removed, and no direct internet-exposed controller logins.

3.12 Payments, disputes and reconciliation

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-PAY-01 ✱	Cash-free payment disputes: double charge, failed vend, no-show charge	L, H, T	Customer dispute via any channel	RDM	V17
SOP-PAY-02	Daily multi-channel reconciliation (booking, EPOS, vending, locker)	L, H, T	Daily close	GM	V17
SOP-PAY-03	Refund authority, limits and audit trail	L, H, T	Every refund	GM	V17
SOP-PAY-04	Chargeback response and evidence pack	L, H, T	Acquirer notification	GM	V17

SOP-PAY-01 mirrors the doc 01 standard: verify the transaction against machine/locker logs, refund or provide the alternative within 15 minutes, and never rely on a "no refunds" position — statutory rights cannot be signed away. SOP-PAY-02 implements doc 08 §8: reconcile gross sales, VAT, discounts, refunds, card fees, settlement batches and stock movements per channel; never compare only the net bank receipt with the till total; Playtomic, EPOS, vending and locker settlements stay separately traceable.

3.13 Contractors

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-CON-01	Contractor sign-in, identity, competence and induction	L, H, T	Every contractor attendance	CFL	V18
SOP-CON-02	Permit-to-work and isolation for higher-risk tasks	L, H, T	Work at height, electrical, hot works, roof access	CFL	V18
SOP-CON-03 ✱	Unaccompanied contractor access in remote mode	L, H	Pre-approved out-of-hours attendance	RDM	V18
SOP-CON-04	Completion sign-off, defects and record filing	L, H, T	Job completion	CFL	V18

Doc 09 §11 defines the contractor record: identity, competence, scope, isolation/permit, completion proof and defects. SOP-CON-03 exists because the lean model will inevitably route engineers to site during remote hours; access is by named high-privilege credential, logged, camera-covered, and confined to the approved zone — public credentials never open plant, comms or stock areas (doc 04 §3.3).

3.14 Waste, pest and environmental checks

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-WST-01	Waste segregation: food, dry recycling, glass, residual	L, H, T	Continuous; every close	LSR	V19
SOP-WST-02	Waste transfer, carrier checks and documentation	L, H, T	Every collection; new carrier	CFL	V19
SOP-WST-03	FOG control: scraping, strainers, oil storage and collection	H, T	Daily café/bar operation	Hospitality lead	V19
SOP-WST-04	Pest-prevention round and contractor escalation	L, H, T	Weekly round; any sighting	CFL	V19
SOP-WST-05	Hazardous and specialist streams (lamps, batteries, WEEE, chemicals)	L, H, T	Item arising	CFL	V19

Built from doc 07 §6 and the validated findings: authorised carriers only, accurate description, waste-transfer evidence retained; the venue is designed to the Simpler Recycling standard (in force for all workplaces from 31 March 2027) from opening; food waste never macerated to sewer; oil and grease never to drains — a spill entering drains is reported immediately to the water company's 24-hour line; and unattended overnight periods raise the value of disciplined waste storage and monitored proofing for pest control.

3.15 Complaints and customer recovery

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-CUS-01	Complaint receipt, ownership and response standard	L, H, T	Any complaint, any channel	GM	V20
SOP-CUS-02	Noise/nuisance complaint log and neighbour liaison	L, H, T	Any neighbour or council contact	CFL	V20
SOP-CUS-03	Service-failure recovery: goodwill framework and limits	L, H, T	Venue-caused failure	GM	V20

SOP-CUS-02 exists because doc 07 §8.1 is blunt: councils must investigate potential statutory nuisance, and an abatement notice can restrict activity or hours. The complaint log — time, source, evidence, action, closure — is the venue's defence and its early-warning system, and it feeds the weekly review.

3.16 Safeguarding and junior activity

SOP ID	Title	Applies	Trigger	Owner	Video
SOP-SGD-01	Junior and coached-session supervision requirements	H, T	Every junior/coached session	GM	V21
SOP-SGD-02	Coach accreditation, status checks and engagement records	H, T	Every coach engagement	GM	V21
SOP-SGD-03	Concern reporting and escalation	L, H, T	Any safeguarding concern	GM (welfare route)	V21
SOP-SGD-04	Session registers, collection and lost-child procedure	H, T	Every junior session	Coach on session	V21

Fixed rules from docs 09 and the staffing findings: junior and vulnerable-participant sessions sit only in staffed programme mode with an appointed welfare structure, attendance records and a concern/escalation procedure; at an LTA registered venue, Level 2–5 coaches delivering activity must be LTA Accredited and the venue must meet the published safeguarding standards; no junior activity is ever scheduled in an unstaffed block, in any scenario. SOP-SGD-03 applies in all modes because a concern can be raised at any time through any channel, including the remote duty manager.

4. Compliance registers

These are the records an inspector, insurer, licensing officer or auditor will ask for. Each register names the obligation it evidences; where the underlying duty is generic, the statutory basis is held in the obligations register built with doc 07 (67 obligations with ownership, triggers, evidence and fees) rather than restated here. Format is digital-first with a printable export, because doc 07 accepts digital forms operationally provided the controls reflect the actual operation.

#	Register	Statutory/contractual basis	Format	Retention
1	Master obligations register	The doc 07 obligation workbook — the parent record	Workbook, CFL-owned	Live document; superseded versions archived
2	SOP and document-control register	Operator governance (this document)	Register per §2.2	Live; superseded SOPs archived
3	Training and competency matrix	Role-based training duties per docs 08/09; per the obligations register (doc 07)	Matrix linked to video sign-offs	Duration of employment plus period set by HR policy
4	Food-safety diary (HACCP/SFBB records)	Food-safety management duty (doc 07 §4)	Daily digital diary	Completed records retained at least until the next local-authority visit
5	Allergen matrix and supplier specifications	Allergen-information duty, 14 regulated allergens (doc 07 §4)	Matrix plus supplier spec file	Current version live; superseded versions archived
6	Temperature logs (fridges, chilled display, vending)	Temperature-control duty (docs 07/08)	Automated logging plus manual verification entries	Per the obligations register (doc 07)
7	Legionella risk assessment and written control scheme	HSE L8 dutyholder obligations (doc 07 §5.3)	Written scheme plus digital monitoring log	Monitoring records at least five years; risk/control records for their current life and at least two years afterwards
8	Water-fittings and backflow-device register	Water Fittings Regulations duties (doc 07 §5.2)	Schedule within the building manual	Life of the installation
9	Waste-transfer and carrier-verification file	Waste duty of care (doc 07 §6)	Digital file of transfer notes, carrier registrations, destinations	Producer/source/collector evidence back at least two years, per the council requirement recorded in the doc 07 findings; hazardous consignment records per the obligations register
10	Pest-control log	Food-hygiene and premises duties (doc 07 §4)	Round checklist plus contractor reports and corrective-action closures	Per the obligations register (doc 07)
11	Fire safety file: risk assessment, tests, drills, door-release records	Fire Safety Order duties on the Responsible Person (docs 04/09)	Fire logbook plus commissioning/test certificates	Live; test records per the fire strategy
12	Electrical file: EICR, equipment-maintenance records	Risk-based electrical maintenance duty (doc 07 findings)	Certificates plus maintenance log	Until superseded by the next inspection cycle
13	F-gas and refrigerant/asset register	F-gas record duties (doc 07 §7.2)	Asset register with charge, checks, repairs, contractor certification	Relevant records retained five years
14	TM44 air-conditioning inspection report	TM44 duty where combined output exceeds the threshold (doc 07 §7.2)	Latest accredited report	Keep the latest report; hand to any successor
15	CCTV governance pack: DPIA, policy, signage map, SAR log	Data-protection duties for CCTV operators (docs 01/04)	Policy pack plus request log	Footage on 21-day rolling retention (initial design position, per DPIA); governance records live
16	Accident book and RIDDOR file	Incident-recording and RIDDOR duties (doc 07 §8)	Digital incident forms	Per the obligations register (doc 07)
17	First-aid-needs assessment and AED/kit check log	First-aid provision duties (doc 09 §3)	Assessment plus weekly check entries	Current assessment live; checks per the obligations register
18	Licensing file: premises licence, DPS, personal licences, authorisations, refusals and incident logs	Licensing Act conditions (doc 08 §4)	Displayed summary plus digital logs at the bar	Per licence conditions and the obligations register (doc 07)
19	COSHH register and safety data sheets	COSHH assessment duties (doc 07 §8)	Product register, assessments, SDS file	Current versions live; superseded archived
20	Contractor register: RAMS, permits, sign-ins, completions	Contractor-control duties (doc 09 §11)	Digital sign-in plus permit records	Per the obligations register (doc 07)
21	Access-control credential register and audit log	Security architecture (doc 04 §3); data-protection duties	System-generated logs plus credential matrix	Per the CCTV/data retention policy and DPIA
22	Asset and configuration register (network, controllers, firmware)	NCSC-aligned cyber controls (doc 04 §5)	Register with named owner, supported-firmware list, backup evidence	Live
23	Vending/locker transaction and exception logs	Contractual and consumer-protection evidence (doc 01)	Supplier-platform exports	Export capability is a procurement requirement (doc 01 §14); retain per the data policy
24	Complaints and nuisance log	Statutory-nuisance defence and service governance (doc 07 §8.1)	Log: time, source, evidence, action, closure	Live; closed entries archived
25	Safeguarding file: accreditations, welfare appointments, session registers, concern records	LTA venue safeguarding standards (doc 09 §8)	Restricted-access file	Per safeguarding policy; concern records restricted to the welfare route
26	Coach engagement and employment-status file (CEST outcomes)	Tax/employment-status duties (doc 09 §8)	CEST results and contracts per engagement	Per the obligations register (doc 07)
27	Operational logs: opening/close checks, handovers, dispatches	Doc 09 §11 control records	One shared digital operational log	Per the obligations register (doc 07)

Register-keeping is assigned, not assumed: the CFL owns 1, 7–14, 16, 19, 20; the GM owns 2, 3, 15, 18, 21, 22, 24–26; the hospitality lead owns 4–6; the ODM owns 17, 27; the RDM feeds 23 and 27. Doc 08 §10's weekly management review covers hospitality KPIs (sales, transactions, margin, stock variance) — it does not itself define a register-sampling practice. This library's own recommendation, not a sourced requirement, is that the weekly review additionally spot-checks a small rotating sample of registers for completeness so gaps surface before an inspection does; set the actual sample size and rotation locally.

5. Incident playbooks

The eight highest-likelihood incidents, written as step-by-step playbooks. Escalation tiers are the doc 04 response layers — Tier 0 automatic resilience, Tier 1 remote duty manager, Tier 2 local responder/keyholder, Tier 3 specialist engineer — and severities follow the doc 04 objectives: P1 acknowledged immediately (target ≤2 minutes from monitored signal), P2 within 5 minutes then restored remotely within 10 minutes or bookings dispatched/closed, P3 within 15 minutes during open hours, P4 same business day.

PB-01 — Failed vend or payment fault (P3) — SOP-VND-01, SOP-PAY-01

Tier 0: delivery sensor reports no drop; payment auto-reverses within the supplier's safe logic; alert raised with machine ID and selection.
Tier 1: verify the event in the telemetry log. If not auto-reversed, refund. Acknowledge the customer within 15 minutes with the refund or a working alternative selection.
Tier 1: if the same selection has hit the repeat-fault threshold, isolate that selection only — never the whole machine unless payment or safety is compromised.
Tier 2: local responder attends within four hours during peak trading (next planned window off-peak), isolates power where required, clears only approved obstructions, photographs, tests one vend, records product and tray.
Tier 3: engineer ticket if the fault survives clearance or recurs.
Close: log to register 23. Repeated jams on one line trigger a planogram or packaging change at the weekly review — not repeated clearing.

PB-02 — Valid customer cannot enter (P2) — SOP-ACC-01/02

Tier 0: entry failure at reader; customer uses the help point/QR/phone route displayed at the door.
Tier 1 (≤5 min): run the five-step fallback in order: credential re-check → resend via the verified booking account → identity-and-booking verification, then one-time assisted release. Never issue a shared or reusable code; never bypass identity checks.
Tier 1: if the controller or lock has failed (multiple valid customers blocked), treat as site-critical: restore remotely within 10 minutes or begin relocating/refunding affected bookings and notify inbound customers before arrival.
Tier 2: dispatch keyholder for physical door/controller faults.
Tier 3: access-control engineer under SLA.
Close: if secure access cannot be restored, safe closure and refund — the building is never left insecure to preserve bookings. Log the exception and review abnormal-use alerts.

PB-03 — Locker will not open or return mismatch (P3) — SOP-VND-02/03

Tier 0: door-sensor or transaction alert; customer help-point contact.
Tier 1 (≤15 min): confirm payment/booking, command the bay once (no repeated cycling), check the door sensor and camera. If the bay stays shut, release a spare bay or backup racket; refund if no alternative. Customer standard: working racket or refund within 15 minutes.
Return mismatch: ask the customer to reseat the racket; if it still fails, freeze the bay, preserve transaction and access logs, bookmark CCTV, and open a review case. No automatic damage or non-return charge — ever — until logs and footage are reviewed and the customer has an appeal route.
Tier 2: responder inspects racket and bay; quarantines damaged stock per SOP-VND-06.
Tier 3: lock/mechanism replacement under SLA.
Close: review outcome recorded; charge only through the fair-review workflow in the rental terms.

PB-04 — Medical emergency (P1) — SOP-MED-01/02

Immediate (any mode): whoever answers — host on site or remote duty manager via help point — tells the caller to stay with the casualty and calls 999 immediately. Do not triage-delay an ambulance decision.
Staffed mode: trained responder takes the scene: first aid, AED if indicated, clear the area, one person meets the ambulance. Duty manager suspends adjacent play as needed.
Unstaffed mode: remote duty manager keeps the line open, directs bystanders to the AED and first-aid point, remotely releases the entrance for the ambulance via the authorised route, dispatches the local responder, and notifies the on-call manager.
Aftermath: preserve CCTV bookmark, record the incident factually (people, time, sequence, action, evidence, notifications, review owner — doc 09 §11), assess RIDDOR reportability, notify the insurer where required.
Review: every medical P1 triggers a review of whether the session type belonged in the operating mode it occurred in — the residual-risk position for unstaffed hours is a standing board item, not a filed assumption.

PB-05 — Fire alarm activation (P1) — SOP-FIR-01/02

Tier 0: alarm sounds; every specified powered lock releases or assumes its safe state automatically — no software in the loop. Monitored signal routes to the alarm centre/duty function.
Staffed mode: evacuate per the emergency plan, sweep assigned zones, assemble, account for bookings/coaching registers, meet the fire service. Only the Responsible Person's nominated role authorises re-entry.
Unstaffed mode (Tier 1, immediate): confirm signals via permitted cameras and the alarm centre; ensure the fire service is called; suspend all admissions; message on-site and inbound customers; dispatch the keyholder (Tier 2) to meet the fire service.
Never remotely silence, reset or re-admit before a physical inspection confirms the building is safe.
Close: record activation, cause, response times and any door/system defect; any failed release or trapped-door finding is a P1 defect that keeps the venue in staffed-only or closed mode until fixed and retested per the SOP-FIR-03 programme.

PB-06 — Door will not secure / suspected intrusion / vandalism (P2) — SOP-ACC-04

Tier 0: door-held/forced alert or after-hours motion event routes to the alarm/video centre.
Tier 1 (≤5 min): review cameras. For a door that will not secure: disable new unstaffed admissions immediately; the venue moves to staffed operation or closes — an insecure building never runs in remote mode.
Live intrusion or vandalism: lock down affected units remotely, preserve and bookmark footage, contact police/security per the monitoring contract. Do not send a lone responder into a live confrontation — lone-working limits apply to staff as much as customers.
Tier 2: keyholder attends immediately for securing faults; secures, inspects, photographs.
Tier 3: door/glazing/locksmith engineer; insurer notified for damage.
Close: incident log, footage export under SOP-DAT-02, review of credential logs for enabling factors, and a check of the affected zone before it returns to remote mode.

PB-07 — Power or WAN loss (P2) — SOP-VND-07, SOP-WTR-05, SOP-BKG-03

Tier 0: UPS carries the router, switch and controllers; cellular failover takes critical cloud paths; local controllers keep making cached access decisions; NVR keeps recording; fire and escape functions are unchanged by design.
Tier 1 (≤5 min): distinguish power from connectivity from platform failure using heartbeats and the alarm signal. One controlled reboot of approved devices at most — repeated power cycling is prohibited.
Power loss: confirm the site alarm state, suspend new rentals and admissions as required, and notify affected bookings proactively before they travel.
Tier 2: local power/network check; facilities investigation before re-energising after an unexplained power fault.
Tier 3: electrician/ISP/vendor per the fault domain.
Close: verify on restoration that access, alarms, refrigeration, CCTV and vending all resumed and re-synchronised; check fridge/vending temperature logs before stock is sold; log the outage duration against SLA credits.

PB-08 — Unsafe court: cracked glass, surface defect or major spill (P2/P3) — SOP-CLN-02/03

Detection: round inspection, customer report or impact event on camera.
Tier 1/on-site: close the court digitally (block bookings) and physically (barrier/signage). Relocate or refund affected bookings; notify inbound players.
Preserve evidence: photographs, CCTV bookmark, incident entry — especially where an impact or third party is involved.
Tier 2: responder makes the area safe (containment, barriers, spill kit for fluids per SOP-CLN-02); bodily-fluid contamination follows the COSHH-controlled cleaning procedure, never an untrained wipe-down.
Tier 3: competent court/glazing inspection. No remote reopening: the court returns to service only on a recorded physical inspection.
Close: defect, action and inspection evidence logged; recurring defects escalate to the maintenance plan at the weekly review.

6. Training-video plan

One suite, numbered V01 upwards. Every video: shows the real installed equipment with visible machine/bay/door identifiers; states what the viewer must not attempt; ends with the escalation route; and displays version, approval date and next review date on screen (all per doc 01 §15). Target lengths are caps, not goals — shorter is better. Each video pairs with a one-page written SOP and a competency check; watching the video alone never signs anyone off.

Standing reshoot triggers for every video: the governing SOP changes version; the equipment, supplier platform or interface shown on screen changes; an incident review finds the video taught the wrong emphasis; or the SOP review (§2.2's recommended cadence) finds drift between film and floor. Individual triggers below are additional.

Reading the "SOPs" column below: each video's row lists every SOP it touches, but only one video is that SOP's primary trainer of record — the "linked video ID" fixed in the section 3 catalogue and the SOP register (§2.2). Competency sign-off happens against the primary video only. A SOP appearing in a second video's "SOPs" column means that video shows the procedure in a related context (e.g. a payment dispute surfacing mid-way through a failed-vend call) — useful for realism, not a second training route. Four SOPs have a primary/context split worth naming so no one signs off against the wrong video: SOP-PAY-01 trains primarily on V17, appears in context in V03; SOP-DAT-02 trains primarily on V16, appears in context in V24; SOP-MED-04 trains primarily on V20, appears in context in V15; SOP-OPS-06 trains primarily on V10, appears in context in V25.

6.1 The unmanned pilot suite — V01–V10 (film first)

These ten videos are the complete competence set for operating the venue in remote mode. The unstaffed pilot does not begin until all ten are filmed, approved and signed off by every rostered remote duty manager and local responder.

ID	Title	SOPs	Purpose	Length
V01	Remote pre-open and automated open	OPS-01	Walk the daily remote pre-open: fire/access/alarm status, lighting, closed assets, hazards flagged from the last round, help-channel test — the doc 09 pre-open record, live on screen	6 min
V02	Access failure: the five-step fallback	ACC-01/02/03	Script the entry-failure call from help-point answer to one-time release or safe closure; show why shared codes are never sent	6 min
V03	Failed vend: verify, refund, isolate	VND-01, PAY-01	The 15-minute customer standard end-to-end in the real telemetry portal: verify, refund, isolate the selection, message the customer	5 min
V04	Locker fault, spare-bay recovery and return mismatch	VND-02/03	One command only, spare-bay release, and the fair-review rule: freeze, preserve, review — never auto-charge	6 min
V05	Fire alarm in unstaffed mode	FIR-02	What Tier 0 does automatically, what the RDM does in the first two minutes, and the absolute bar on remote reset/re-entry	5 min
V06	Medical emergency in unstaffed mode	MED-02	Help-point answer, immediate 999, AED/first-aid point guidance, ambulance entry release, responder dispatch — filmed as one continuous simulated call	7 min
V07	Power and WAN loss	VND-07, WTR-05, BKG-03	Reading heartbeats, the one-reboot rule, proactive booking communication, and the restoration checks before stock and courts go live again	6 min
V08	The inspection round	CLN-01/02/03, FIR-04, MED-03	The site runner's full round: courts and glass, wet areas, escape routes and fire doors, AED/kit, help points, waste points — with the closure decision drilled ("if in doubt, close the zone")	8 min
V09	Legionella flushing and temperature round	WTR-01/02/03	Weekly flush of little-used outlets, monthly sentinel checks, quarterly shower-head clean — filmed at the actual outlets with the digital log completed on camera	6 min
V10	Remote close, handover and exception review	OPS-04/06	The close record, the no-orphan-P1/P2 handover rule, and how exceptions feed the weekly review	5 min

Additional reshoot triggers for the pilot suite: V02 whenever the access-control provider or fallback tooling changes; V05 after any commissioning or periodic fire-release test failure; V06 after any medical P1 (review even if no change); V09 whenever the water risk assessment changes the control scheme.

Shooting notes for the pilot suite: film after commissioning, during the doc 09 §12 opening tests — the failure states being demonstrated for sign-off (lost credential, failed door, power/WAN loss, casualty call, fire alarm) are exactly the scenes needed on camera, so schedule the shoot with the commissioning engineer and capture both. Use a phone gimbal and lapel mic; polish is worthless, legibility of screens and identifiers is everything. Show real portals with test data, never live customer data. Blur any real customer or vehicle in frame (CCTV policy applies to the venue's own filming).

6.2 The staffed-operation suite — V11–V21

ID	Title	SOPs	Purpose	Length
V11	Staffed open, mode change and staffed close	OPS-02/03/05	The staffed day's bookends, and the securing sequence (bar, shop, food, tills) that makes remote mode safe to enter	8 min
V12	Café service, food-safety checks and allergens	CAF-01, FSY-01/02/03	Daily diary, temperature checks and corrective actions, and the allergen conversation — including "check the matrix, never guess"	8 min
V13	Bar service: Challenge 25, refusals, intoxication, secure close	CAF-02/03/04/05	Age-verification script, the refusals log, escalation and dispersal, and the two-person close where the risk assessment requires it	8 min
V14	Fire evacuation in staffed mode	FIR-01/03	Zone sweeps, assembly, registers, meeting the fire service, re-entry authority; includes the door-release test programme in summary	6 min
V15	First aid and AED in staffed mode	MED-01/04	Scene control, AED retrieval and use context, recording, and the RIDDOR assessment handoff	7 min
V16	CCTV: bookmark, export and privacy requests	DAT-01/02/03	Evidential export without breaking retention rules; handling a subject-access request; what the signage and policy promise	6 min
V17	Payment disputes, refunds and the daily reconciliation	PAY-01/02/03/04, BKG-01/02	Multi-channel reconciliation discipline and the refund audit trail; chargeback evidence packs	7 min
V18	Contractor sign-in, permits and credential control	CON-01/02/03/04, ACC-05, DAT-04	Sign-in, RAMS check, permit-to-work, out-of-hours contractor access, and joiner/leaver credential hygiene	7 min
V19	Waste, FOG and pest round	WST-01–05, CLN-04	Segregation, transfer-note discipline, oil handling ("never the drain"), pest checks and COSHH storage	7 min
V20	Complaints, incidents and the nuisance log	CUS-01/02/03, MED-04	Ownership, response standards, the noise/nuisance log as a legal defence, and factual incident writing	6 min
V21	Safeguarding for junior coaching	SGD-01–04	Supervision requirements, registers and collection, accreditation checks, and the concern-reporting route — filmed with the welfare officer on camera	8 min

Additional reshoot triggers: V13 on any licence-condition change or refusals-log adverse pattern; V16 on any DPIA or retention change; V21 on any change to LTA safeguarding standards or the welfare structure, and reviewed after any concern is raised.

6.3 The operations-deepening suite — V22–V25

ID	Title	SOPs	Purpose	Length
V22	Replenishment, expiry rotation and stock audit	VND-04/05, FSY-04, CAF-06	The weekly service window: restock, rotate, count, clear approved jams, record	8 min
V23	Racket clean, inspect, quarantine and replace	VND-06	Asset care for the rental fleet; when a racket is withdrawn and how the review evidence is kept	6 min
V24	Vandalism, security events and evidence preservation	ACC-04, DAT-02	Lockdown, preservation, police/insurer route, and the staffed-mode fallback decision	6 min
V25	The weekly review: KPIs, registers and SLA holdbacks	OPS-06, all registers	How the weekly management review reads the hospitality KPI dashboard (doc 08 §10), spot-checks registers, and enforces supplier SLAs	6 min

6.4 Mapping from the doc 01 starter set

Doc 01 §15's vending starter videos are absorbed as follows so no content is orphaned: V-00→V01/V08; V-01→V03; V-02/V-03→V04; V-04/V-05→V07; V-06→V22; V-07→V24; V-08→V07; V-09→V22; V-10→V23; V-11→V25.

7. Implementation order for day one

The library is built in dependency order, not alphabetical order. Doc 07 §11's no-go rule governs: the venue opens when the gates are evidenced as closed, not because a date arrives.

Step	When (against the doc 07 opening sequence)	Action
1	Design freeze	Stand up the SOP register and document-control rules (§2.2); appoint the CFL and confirm every domain owner by name. Nothing else in this document works without step 1.
2	12–16 weeks before opening	Draft the compliance-register shells (§4) alongside the water-hygiene risk assessment, food-safety system and waste tenders those weeks already require — the registers are created by that work, not after it.
3	8–12 weeks before opening	Draft the life-safety and unstaffed-mode SOP set first: FIR, MED, ACC, OPS and the ✱ unstaffed variants. Submit FIR SOPs to the fire-risk-assessment process; submit the unstaffed-mode pack (with its three-question test, §2.3) to the insurer and, where relevant, building control. These documents shape commissioning tests, so they must exist before commissioning.
4	4–8 weeks before opening (commissioning window)	Run the doc 04 commissioning tests and doc 09 §12 opening tests against the draft SOPs; film the V01–V10 pilot suite during those tests (§6.1). Every test failure is a same-week SOP revision.
5	4–6 weeks before opening	Draft the remaining SOPs (VND, CLN, WTR, WST, PAY, CON, DAT, CUS, BKG) against the installed equipment and signed supplier SLAs — SOPs written before the SLA are guesses. Lock the escalation contact tree into every SOP footer.
6	2–4 weeks before opening	Train and sign off: remote duty managers and local responders on V01–V10; all staff on their role subset of V11–V21. Update the competency matrix (register 3). This is the same window doc 07 assigns to staff competence, allergen matrix, first-aid cover, COSHH and incident drills — one combined programme, not two.
7	2 weeks before opening	Film V11–V21 with the trained team (their rehearsals are the takes). Hospitality and safeguarding videos are filmed only after the DPS authorisations and welfare structure exist, so the film shows the real controls.
8	Before first customer	Gate check: every SOP approved and in the register; every register from §4 exists with at least its opening entries (meter reads, opening stock counts, commissioning certificates, signed risk assessments); V01–V10 signed off by every rostered remote-mode operator. If any ✱ SOP is unapproved, the venue opens in staffed-only mode until it is.
9	First 30 days	Daily management review (per doc 07 §11) logs every SOP deviation and every incident against its playbook; deviations are treated as document defects to fix, not staff failures to excuse. Film V22–V25 during live operations in this window.
10	At 90 days	Full library review alongside the doc 09 rota reset: retire what the data disproves, tighten what incidents exposed, reshoot any video the floor has drifted from, and re-baseline every review date. The 90-day review is the moment the library stops being a launch artefact and becomes the operating precedent it was commissioned to be.

Two closing disciplines keep the precedent honest. First, the library only ever has one source of truth: if a supplier manual, an SLA and an SOP disagree, the SOP is corrected the same week and the video follows. Second, no activity migrates into unstaffed mode by habit or convenience — only by a written SOP that passes the three-question test, an updated risk assessment, and a signed-off video. That rule, applied from day one, is what makes a largely unmanned venue defensible to an inspector, an insurer and a court — and it is the whole point of setting the precedent at the very beginning.

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