Xcel leisure centre achieves top rating for service quality

Elmbridge Xcel Leisure Complex has received an “excellent” rating in Sport England’s Quest quality assessment.

The facility operated and managed by Places Leisure on behalf of Elmbridge Borough Council recently underwent a one-day in-depth Quest assessment which are a continuous improvement tool for leisure facilities to ensure the centres are delivering for the communities they serve.

The centre and the team demonstrated proof of high quality and continuous improvement across a broad range of leisure operations and management criteria. This includes cleanliness, health and safety, customer service and customer experience. The feedback received from the assessor about Elmbridge Xcel Leisure Complex was  positive across a range of aspects, with "delivery, access and inclusion" scoring the highest for the facility. 

Elmbridge Xcel Leisure Complex works closely with Elmbridge Borough Council to identify needs and deliver programmes for underrepresented groups within the community. 

This includes their Exercise Referral Programme which is specifically designed to introduce physical activity to individuals with long-term health conditions in a safe and welcoming environment, enhance their overall health and well-being, and provide a foundation for long-term behaviour change.

In addition to these programmes, Places Leisure and Elmbridge Borough Council established the Leisure Community Forum, a place for those working within the community including GPs and local charities, to share best practice, ideas and case studies of the positive work that is being collectively carried out in the community and the impact this has. This has facilitated an increase in community outreach work to reach residents in a wide range of activities including wellbeing walks, falls prevention, cancer and stroke rehabilitation, free swimming and even lifeguard training courses.

Paul Kelly, General Manager at Places Leisure, said: 

We are extremely proud of all the team at Elmbridge Xcel, they are dedicated to delivering high-quality and creating opportunities for people of all ages and abilities to enjoy being active. We are thrilled to see their dedication and commitment recognised through this highest rating from Quest.

Cllr Simon Waugh, Portfolio Holder for Leisure, Culture and Commercial Strategy, said: 

We’re delighted that Elmbridge Xcel Leisure Complex has achieved this excellent rating. The assessment reflects the dedication of the team and the high-quality service they provide for residents. It is particularly encouraging to see the centre’s commitment to access and inclusion recognised, helping more people across our community benefit from being active.