BH Live Active’s team at the Littledown, Stokewood, and Pelhams leisure centres in Bournemouth have been applauded for their dedication and commitment to improving health and wellbeing for residents.

Each centre has been awarded a ‘Very Good’ status following an industry assessment by Sport England’s trusted trade body, Right Directions. The teams at each leisure centre were commended for their customer service, facility presentation, and the diverse range of activities for all.

The assessment, known as ‘Quest’, evaluates a centre on several areas including cleanliness, how the centre is managed and the team’s performance against other operators in the sport and leisure industry. The rigorous process consists of a mystery visit, interviews and online research to get an authentic customer experience.

What the assessors said…

The assessors noted that Littledown provided “a diverse range of activities designed to engage various sections of the community” and that it provided a variety of accessible and inclusive facilities to accommodate visitors of all abilities. The reception team was praised for its “warm and approachable demeanor”, sharing that it left a “positive impression” while its housekeeping team was classed as “excellent.” Its impressive number of leisure attendances was also noted, the centre welcoming more than 225,000 gym attendances and nearly 100,000 swims over the course of a year. The centre generates a social value of more than £3.8 million a year, helping to ease strain on national services such as the NHS while promoting healthier, more active lifestyles.

Furthermore, Pelhams was praised for its “visible” customer care, with the assessor finding that the team’s “enthusiasm, professionalism, and willingness to go the extra mile ensured that my interaction with them was not only positive but memorable.” The centre was also commended for its diverse health and wellbeing programmes which encourage those who are living with a long-term health condition into physical activity. These include the centre’s dedicated Wellness Hub, group exercise classes, and collaboration with local community groups and partners to signpost people into regular physical activity. The assessor was also pleased with the centre’s high standards of cleanliness and its dedication towards supporting colleague, keeping them informed and motivated with notice boards, learning and development opportunities, an employee forum, and company incentives.

Finally, Stokewood was celebrated for its team’s “high level of professionalism” and extensive group exercise programme, which “offers an exciting range of classes for varying abilities seven days a week”. The team was also applauded for its efforts in tackling inequalities in the community, with the centre offering dedicated swim sessions for SEND individuals, pregnant people, and more. The Quest assessor was impressed with Stokewood’s commitment to safety, including its compliance with emergency responses and procedures, security measures, customer and colleague health and safety, and safeguarding. The assessor noted; “I was particularly impressed with [the team’s] response to an emergency alarm during my visit”.

As a registered charity, getting more people active is one of BH Live’s main aims.

On behalf of BH Live, Rob Cunningham, Director of Leisure and Business Development shared:

“We’re so proud of these brilliant results from Quest – they’re all down to the energy, dedication, and care our teams at Littledown, Stokewood, and Pelhams put in every single day. Whether it’s a quick swim, a visit to the gym, an energising exercise class, or taking part in a team sport, we remain committed to creating welcoming, safe, and inspiring spaces where everyone, no matter their age or ability, can get active, feel good, and connect with others.

“The feedback we’ve received shows that what we do makes a real difference – helping people live healthier, happier lives and bringing real social value to the heart of our community.”

Littledown, Pelhams, and Stokewood are operated by the registered charity and social enterprise BH Live, in partnership with BCP Council.

Quote from BCP Council

As well as pay-as-you-go activities, BH Live offers a selection of great value membership.

BH Live Active membership includes multisite access to BH Live Active leisure centres across the BCP region, offering use of the gyms, group exercise classes and swimming.

To provide access and support people on low income, concessions are also available.

For more information, visit bhliveactive.org.uk