Super early bird ends in
Leaderboard
Nespresso Professional UK
Nespresso Professional UK
Nespresso Professional UK
Follow Health Club Management on Twitter Like Health Club Management on Facebook Join the discussion with Health Club Management on LinkedIn
FITNESS, HEALTH, WELLNESS

Secure your spot now
Super early bird ends in

press release: Serco Leisure

Serco Leisure-managed facilities top two in UK hospitality survey

05 Mar 2024
Bisham Abbey and Lilleshall, the Sport England National Sports Centres managed by Serco Leisure, have come out top across the leisure sector / Serco Leisure
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]


More press releases and updates from Serco Leisure:
Following a competitive procurement process, Serco Leisure and its operating partner, More Leisure Community Trust (MLCT), have been appointed to operate five leisure facilities on behalf of Oxford City Council from 30th March 2024.
Following a competitive tendering process, Serco Leisure and its operating partner in the region, More Leisure Community Trust (MCLT) have been awarded a five-year contract by Buckinghamshire Council to operate five centres, starting April 1st 2024.
Serco Leisure has won Water Leisure Operator of the Year at the UK Pool & Spa Awards, the fifth time they have achieved this accolade in the past six years.
Three national sports centres operated by Serco Leisure have earned Elite Training Centre (ETC) accreditation from UK Sport, the organisation responsible for the strategic investment of Government and National Lottery funding into Olympic and Paralympic sport and major events.
Serco Leisure is celebrating a successful ukactive awards 2023, having picked up two prizes, plus a runners-up spot in the Equality, Diversity & Inclusion category for Birmingham’s Ladywood Leisure Centre.
Serco Leisure: news from HCMmag.com and FitTechGlobal.com
UKRI (UK Research and Innovation) is backing research to investigate the lack of older adults accessing facilities for exercise and the barriers they face.
Following a competitive tendering process, Serco Leisure and its partner More Leisure Community Trust Limited (MLCT) have been awarded a 10-year contract by Mansfield District Council to operate three centres in the town, starting 1 May 2022.
Serco Leisure: featured in HCM and Fit Tech magazines
Insight: All welcome
As more trans women, trans men and non-binary people join health clubs, it’s time to work out a system where everyone feels included, protected and safe in the locker room. Kath Hudson reports
Serco Leisure
Tel: +44 0116 240 7500
Address: Lancer House, 38 Scudamore Road, Leicester, Leicestershire, LE3 1UB, United Kingdom
Simon Lane, Managing Director
Latest News
Nike and recovery brand, Hyperice, have partnered to create two tech-driven recovery products – a vest and ...
Latest News
Boutique operator Heartcore is paying damages to a violinist whose career was cut short following ...
Latest News
Belgian retail giant, Colruyt Group, is challenging the status quo of the fitness industry in ...
Latest News
According to a year-long study, offering financial incentives to people to encourage them to lose ...
Latest News
Xponential Fitness has appointed sales and franchise expert, Mark King, as CEO, to take the ...
Latest News
Fitness influencer and karate champion, Anna Lewandowska, has announced the launch of a multi-concept boutique ...
Latest News
The Health & Fitness Association (formerly IHRSA) has announced Singapore-based attorney and international industry advocate, ...
Latest News
With the UK General Election imminent, industry strategist, Martyn Allison, says it’s time for the ...
HCM promotional features
Sponsored
Symbio ultra-premium cardio equipment from Life Fitness raises the bar for design and performance
HCM promotional features
Sponsored
A major refurbishment of Sport Ireland Fitness by Technogym has created a world-class public gym at the home of Irish sport
HCM promotional features
Sponsored
At the heart of the Sydney Swans new headquarters in Australia is an elite player-focused training facility by strength equipment specialist BLK BOX
HCM promotional features
Sponsored
Sustainability in the fitness industry is coming on in leaps and bounds as more operators refurbish their gym equipment to save money and the planet
HCM promotional features
Sponsored
We all know we need to stand more. Now an exciting new partnership between Physical and Teca Fitness expands this thinking into UK gyms and beyond
HCM promotional features
Sponsored
Coaching workshops from Keith Smith and Adam Daniel have been designed to empower your team and transform your service
HCM promotional features
Sponsored
GymNation is pioneering the future of fitness with software specialist Perfect Gym providing a scalable tech platform to power and sustain its growth
HCM promotional features
Sponsored
The New Keiser M3i Studio Bike brings ride data to life to engage and delight members
HCM promotional features
Sponsored
Epassi, a provider of workplace wellness benefits, is creating a fitter and more productive workforce, one membership at a time 
HCM promotional features
HCM magazine
From payments to virtual classes, software integrations can take your operation to the next level. Providers tell us about their most in-demand offerings
HCM magazine
Steph Eaves looks at how health assessment devices are evolving to keep up with industry trends
HCM magazine
Immediate rewards can motivate people to exercise more, according to new research, reports Kath Hudson
HCM magazine
It’s time to start the conversation about pelvic health. It’s not just menopausal women who have challenges: young women and men can also experience issues they’re too embarrassed to discuss or seek help for, as Kath Hudson reports
HCM magazine
HCM People

Mariah Rooney

Founder, Trauma Informed Weight Lifting
When people experience early life trauma it impacts their bodies and nervous systems. I became curious about how lifting weights could help them have the experience of strength
Featured supplier news
Featured supplier news: CoverMe Fitness launches in Australian market
CoverMe Fitness, the studio management app for the fitness industry, has launched in Australia, with industry veteran Tony Zonato as managing director for the region.
Featured supplier news
Featured supplier news: Elevate announces new aquatics and active kids theatres for 2024 event
The Royal Life Saving Society UK (RLSS UK), the Swimming Teachers Association (STA), and Swim England have teamed up to sponsor an aquatic theatre at Elevate 2024.
Company profile
Company profile: Serco Leisure
Serco Leisure Operating Limited is one of the UK’s leading national operators of leisure centres, ...
Supplier Showcases
Supplier showcase - Safe Space: Delivering the vision
Catalogue Gallery
Click on a catalogue to view it online
Featured press releases
Serco press release: Serco Leisure-managed facilities top two in UK hospitality survey
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.
Directory
salt therapy products
Saltability: salt therapy products
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Cryotherapy
Art of Cryo: Cryotherapy
Spa software
SpaBooker: Spa software
Snowroom
TechnoAlpin SpA: Snowroom
Lockers
Fitlockers: Lockers
Property & Tenders
Cleveland Lakes, Wiltshire and Gloucestershire
Cotswold Lakes Trust
Property & Tenders
Loughton, IG10
Knight Frank
Property & Tenders
Diary dates
03-05 Sep 2024
IMPACT Exhibition Center, Bangkok, Thailand
Diary dates
08-10 Sep 2024
Wyndham® Lake Buena Vista Disney Springs™ Resort, Lake Buena Vista, United States
Diary dates
19-19 Sep 2024
The Salil Hotel Riverside - Bangkok, Bangkok 10120, Thailand
Diary dates
20-22 Sep 2024
Locations worldwide,
Diary dates
01-04 Oct 2024
REVĪVŌ Wellness Resort Nusa Dua Bali, Kabupaten Badung, Indonesia
Diary dates
09-13 Oct 2024
Soneva Fushi, Maldives
Diary dates
10 Oct 2024
QEII Conference Centre, London,
Diary dates
22-25 Oct 2024
Messe Stuttgart, Germany
Diary dates
24-24 Oct 2024
QEII Conference Centre, London, United Kingdom
Diary dates
04-07 Nov 2024
In person, St Andrews, United Kingdom
Diary dates
04-06 Feb 2025
Coventry Building Society Arena, Coventry, United Kingdom
Diary dates
11-13 Feb 2025
Fairmont Riyadh , Saudi Arabia
Diary dates
10-13 Apr 2025
Exhibition Centre , Cologne, Germany
Diary dates
07-07 Jun 2025
Worldwide, Various,
Diary dates
28-31 Oct 2025
Koelnmesse, Cologne, Germany
Diary dates

press release: Serco Leisure

Serco Leisure-managed facilities top two in UK hospitality survey

05 Mar 2024
Bisham Abbey and Lilleshall, the Sport England National Sports Centres managed by Serco Leisure, have come out top across the leisure sector / Serco Leisure
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]


More press releases and updates from Serco Leisure:
Following a competitive procurement process, Serco Leisure and its operating partner, More Leisure Community Trust (MLCT), have been appointed to operate five leisure facilities on behalf of Oxford City Council from 30th March 2024.
Following a competitive tendering process, Serco Leisure and its operating partner in the region, More Leisure Community Trust (MCLT) have been awarded a five-year contract by Buckinghamshire Council to operate five centres, starting April 1st 2024.
Serco Leisure has won Water Leisure Operator of the Year at the UK Pool & Spa Awards, the fifth time they have achieved this accolade in the past six years.
Three national sports centres operated by Serco Leisure have earned Elite Training Centre (ETC) accreditation from UK Sport, the organisation responsible for the strategic investment of Government and National Lottery funding into Olympic and Paralympic sport and major events.
Serco Leisure is celebrating a successful ukactive awards 2023, having picked up two prizes, plus a runners-up spot in the Equality, Diversity & Inclusion category for Birmingham’s Ladywood Leisure Centre.
Serco Leisure: news from HCMmag.com and FitTechGlobal.com
UKRI (UK Research and Innovation) is backing research to investigate the lack of older adults accessing facilities for exercise and the barriers they face.
Following a competitive tendering process, Serco Leisure and its partner More Leisure Community Trust Limited (MLCT) have been awarded a 10-year contract by Mansfield District Council to operate three centres in the town, starting 1 May 2022.
Serco Leisure: featured in HCM and Fit Tech magazines
Insight: All welcome
As more trans women, trans men and non-binary people join health clubs, it’s time to work out a system where everyone feels included, protected and safe in the locker room. Kath Hudson reports
Serco Leisure
Tel: +44 0116 240 7500
Address: Lancer House, 38 Scudamore Road, Leicester, Leicestershire, LE3 1UB, United Kingdom
Simon Lane, Managing Director
Serco Leisure video gallery:
Key personnel
Simon Lane, Managing Director
Steve Nelson, Operations Director
Sally Kurton, Commercial Director
Steve Lawrence, Operations Director
Leigh Brooks, Marketing Director
Warren Higgins, Business Development Director
Key customers
Sport England
WheelPower
Local authorities
Plans for the next 12 months
2022 was a record-breaking 12 months for Serco Leisure, as we celebrated a set of sales figures at year-end that even our most optimistic forecasts hadn’t predicted.

2023 will see us consolidating those gains, while looking to improve our overall customer offering via the introduction of a new Single-Customer-View CRM system. When this launches later in the year, it will allow us to provide customers with a journey that goes far beyond their leisure centre visit and will instead marry up their in-centre experience with engaging digital touch-points and supportive human interventions.
Testimonial
"We have enjoyed a fantastic partnership with Serco Leisure since the contract was awarded in 2015. They manage nine facilities on our behalf and together we have opened four new facilities: Stechford, Northfield, Erdington and Ladywood, two of which won prestigious ukactive awards, highlighting the quality of these new builds.

"The knowledge, expertise and experience Serco bring is first class. In the post-COVID era, we’re confident they are the operator who will provide the level of service, variety of activity and the inclusive welcome the people of Birmingham deserve."
– Dave Wagg, Head of Sport & Development, Birmingham City Council
Search news, features & products:
Find a supplier:
Leaderboard
Leaderboard
Nespresso Professional UK
Nespresso Professional UK
Partner sites