Bisham Abbey and Lilleshall, the Sport England National Sports Centres managed by Serco Leisure, have come out top across the leisure sector in assessments carried out in December by Hospitality Assured.

Hospitality Assured is the quality standard organisation created by the Institute of Hospitality specifically for customer-facing business. It carries out nine-step inspections every two years with an interim review in between.

In December, the Sport England-owned centres both achieved Hospitality Assured scores higher than 75%, the criteria for remaining among an elite group of facilities that can boast of Premier Status. Both venues have now achieved Hospitality Assured’s accreditation at this standard for six assessment cycles in succession.

For 2023’s inspection, Bisham Abbey were awarded Hospitality Assured’s second highest score in the UK for the leisure sector, only topped by Lilleshall, which came out top as the highest scoring leisure facility in the whole of the UK.

The nine inspection steps which form the assessment, include staff training and development, business delivery and customer satisfaction.

Steve Nelson, Partnership Director for Serco Leisure’s National Sports Centres said:
‘I am extremely proud of achievements of the Serco teams at Lilleshall and Bisham Abbey. To be awarded Premier Status for six assessment cycles on the trot is an amazing achievement, but to once again be named as the two highest scoring facilities in the whole of the UK is phenomenal, and testament to the outstanding customer service we offer visitors to each of these amazing venues.”

Max Lawrence, Director for Hospitality Assured said: ‘The Lilleshall and Bisham’s team's tireless commitment to accreditation is inspiring. it goes far beyond a pursuit of improved scores; it is a testament to their unwavering dedication to enhancing service delivery for their diverse customer base and elite athletes. The unwavering dedication and hard work exemplify the true spirit of Hospitality Assured, reflecting a profound impact on elevating service standards and business excellence.’

Lisa Dodd-Mayne, Sport England Executive Director, Place said: ‘It is great to hear that Bisham Abbey and Lilleshall have achieved Hospitality Assured Premier status once again! This prestigious accreditation is testament to the dedication and hard work of the site teams at the National Sport Centres. Their commitment to providing diverse service offerings and exceptional support to a wide range of customers, including National Governing bodies, elite athletes and local community members, is truly commendable. It is clear that these world class, multi-facility estates provide a unique environment for all, and their ongoing success is well-deserved.”

For further information, please contact:
Alan Mitchell, Communications Manager
Tel: 07764 333 639 or Email: [email protected]