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FITNESS, HEALTH, WELLNESS

press release: Serco Leisure

Serco sites retain highest industry accreditation

07 Nov 2022
Bisham Abbey (pictured) and Lilleshall national sports centres have retained Quest's most stringent accreditation for four cycles in succession / Serco Leisure
Bisham Abbey and Lilleshall, the national sports centres operated by Serco Leisure on behalf of Sport England have retained leisure industry benchmarking scheme Quest’s highest accreditation, Stretch – Outstanding, making it four assessment cycles in succession that both facilities have achieved this ranking.

Quest is the leading Continuous Improvement Tool for the leisure industry. To receive an Outstanding rating, first a facility needs to have been judged ‘Excellent’. Once that rating has been achieved, centres can apply for the Quest - Stretch Assessment, which would enable them to aim for Outstanding.

Around 1% of all leisure facilities in the UK achieve Stretch - Outstanding, but even fewer have managed to achieve this most stringent accreditation for four cycles in succession.
Steve Nelson, Serco Leisure’s Operations Director for national centres and offshore business said: “I’m extremely proud of the teams at Bisham and Lilleshall. Being awarded Quest - Stretch - Outstanding yet again is a remarkable achievement, when you consider just how tough an assessment this is. Very few operators even attempt the Stretch element, as it’s notoriously difficult. But at Bisham and Lilleshall, we’ve never shied away from this challenge, confident in our ability to face the Quest test each assessment cycle.

“I am particularly proud of the comments and ranking we achieved around the partnership working element of the process. An organisation like Serco Leisure prides itself on its ability to work with and support clients towards their strategic, performance and financial goals. At these centres, we’ve truly demonstrated just how effective we are as an operating partner.”

Lisa Dodd-Mayne, Executive Director of Place for Sport England, said: “I’m delighted that Bisham Abbey and Lilleshall have once again achieved a Quest Stretch – Outstanding accreditation.

“The award is testament to the hard work of Serco at the National Sport Centres and the support they offer the wide range of people utilising our National Centres - be it elite athletes preparing for an Olympic Games, to members from the local community playing Walking Football or simply being active.”

“Our strategy, Uniting the Movement looks to get all people involved in sport and physical activity, and centres like these are integral in giving people the opportunities to get active.”

Serco Leisure was awarded the 15-year management contract to run Bisham and Lilleshall in 2011 and is responsible for providing a range of support services, including catering, hospitality and events, landscaping, reception and security services, marketing and communications. 
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.
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.
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: 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
Tel: +44 0116 240 7500
Address: Lancer House, 38 Scudamore Road, Leicester, Leicestershire, LE3 1UB, United Kingdom
Simon Lane, Managing Director
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Serco press release: Serco sites retain highest industry accreditation
Bisham Abbey and Lilleshall, the national sports centres operated by Serco Leisure on behalf of Sport England have retained leisure industry benchmarking scheme Quest’s highest accreditation, Stretch – Outstanding, making it four assessment cycles in succession that both facilities have achieved this ranking.
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press release: Serco Leisure

Serco sites retain highest industry accreditation

07 Nov 2022
Bisham Abbey (pictured) and Lilleshall national sports centres have retained Quest's most stringent accreditation for four cycles in succession / Serco Leisure
Bisham Abbey and Lilleshall, the national sports centres operated by Serco Leisure on behalf of Sport England have retained leisure industry benchmarking scheme Quest’s highest accreditation, Stretch – Outstanding, making it four assessment cycles in succession that both facilities have achieved this ranking.

Quest is the leading Continuous Improvement Tool for the leisure industry. To receive an Outstanding rating, first a facility needs to have been judged ‘Excellent’. Once that rating has been achieved, centres can apply for the Quest - Stretch Assessment, which would enable them to aim for Outstanding.

Around 1% of all leisure facilities in the UK achieve Stretch - Outstanding, but even fewer have managed to achieve this most stringent accreditation for four cycles in succession.
Steve Nelson, Serco Leisure’s Operations Director for national centres and offshore business said: “I’m extremely proud of the teams at Bisham and Lilleshall. Being awarded Quest - Stretch - Outstanding yet again is a remarkable achievement, when you consider just how tough an assessment this is. Very few operators even attempt the Stretch element, as it’s notoriously difficult. But at Bisham and Lilleshall, we’ve never shied away from this challenge, confident in our ability to face the Quest test each assessment cycle.

“I am particularly proud of the comments and ranking we achieved around the partnership working element of the process. An organisation like Serco Leisure prides itself on its ability to work with and support clients towards their strategic, performance and financial goals. At these centres, we’ve truly demonstrated just how effective we are as an operating partner.”

Lisa Dodd-Mayne, Executive Director of Place for Sport England, said: “I’m delighted that Bisham Abbey and Lilleshall have once again achieved a Quest Stretch – Outstanding accreditation.

“The award is testament to the hard work of Serco at the National Sport Centres and the support they offer the wide range of people utilising our National Centres - be it elite athletes preparing for an Olympic Games, to members from the local community playing Walking Football or simply being active.”

“Our strategy, Uniting the Movement looks to get all people involved in sport and physical activity, and centres like these are integral in giving people the opportunities to get active.”

Serco Leisure was awarded the 15-year management contract to run Bisham and Lilleshall in 2011 and is responsible for providing a range of support services, including catering, hospitality and events, landscaping, reception and security services, marketing and communications. 
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.
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.
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: 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
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
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