With an ever-increasing demand from berth holders for better modern marina facilities combined with an across-theboard requirement for customers to see some benefit from their berthing fees, MDL has been taking customer comments on board and the company says it has got to work to rectify the situation.

A capital investment programme in excess of £34 million in 2001 has resulted in a number of major facility initiatives coming on stream this year whilst others, such as Port Hamble (Hampshire) and Cobbs Quay (Dorset) are nearing completion. The sites at Chatham Maritime Marina (Kent), Shamrock Quay (Hampshire) and Penton Hook (Surrey) have all seen major investment in brand new or upgraded facilities for berth holders and are up and running for the season ahead.

At Chatham, berth holders now have a brand new facility block situated on a floating pontoon within the marina basin and this is just part of the 300berth complex that is now reaching its final stages of completion. Chatham currently offers 230 secure berths with power, lifting facilities and storage ashore, 24-hour lock operation and 24-hour staffing.

The new block caters for families with seven rooms specifically designed for this purpose; there are new and plentiful ladies and gents toilets and shower rooms, purposedesigned disabled facilities and a laundrette. Movement-sensitive lighting has been installed as an environmental measure to ensure that the block is fully illuminated when occupied but not when the building is vacant. There is also a high-tech heating system incorporating an air filtration system.

MDL admits that for some years now Shamrock Quay, located in Southampton, has suffered from low calibre facilities. As Site Manager, Hugh Fogerty, is quick to point out, boat owners have become a lot more demanding and expect better facilities that were previously being offered at this 250-berth marina.

Whilst the refurbishment and extension of the facilities block has been in the planning stages for a number of years it was, according to Hugh, the appointment of John Watson that has brought the project to fruition.

Shamrock Quay now has a modern administration and harbour office housed under one roof which, operationally, has been of great benefit in terms of improving customer service.

With a total capital expenditure in excess of £330,000, Hugh Fogerty says that the investment is a way of giving something back to berth holders, many of whom have been at Shamrock Quay for over 20 years.

This year sees the results of the first stage of an on-going commitment to upgrade all the on-site facilities. Penton Hook, with 610 berths, has four facility buildings, the first of which, West Harbour, is now open for business. The cost has been significant owing to the commercial standards required, environmental and legislative restrictions and the need to replace the entire associated infrastructure with a newly relocated building and new services.

Additional male and female showers and toilets together with a disabled facility are available.

With the new building at West Harbour comes new dedicated parking, a waste oil tank, oil filter bins and an Elsan disposal point.

Marina Site Manager, Ian Quick, says the benefits to customers and staff are significant. "It's been impossible to achieve customer expectation with poor facilities and we are acknowledging them by investing funds back into the site. The customers are finally seeing us doing something we've been saying we'd do for years. The customer now feels he is not just a cash supply; he has been listened to and is starting to get real value for money, " he commented.

The New West Harbour facilities building was part of a project that saw Penton Hook replace Pier Y with dedicated berths to accommodate narrowboats and Dutch barges.

Each berth is serviced with water and electricity, and the pier also has a pump out station - the second on the Marina. Almost all the narrowboat berths are taken with a combination of private owners and a Time Share fleet who start operating from Penton Hook on 1st April 2002. There are also a few Dutch Barge moorings available for vessels up to 30m.

MDL claims that this facility is the first of its kind on the Thames, and was put in because of increasing demand for moorings by these types of vessels.