For an unprecedented eighth consecutive year, our organisation continues to set the benchmark for water leisure operation excellence across the UK. Through exceptional safety standards, industry-leading workforce development, innovative programming, outstanding customer satisfaction and robust operational performance, we have delivered consistently high-quality aquatic experiences across our portfolio. Our commitment to continuous improvement, sustainability, inclusivity and community impact has

Winning an award once demonstrates excellence. Winning it seven consecutive times demonstrates sustained excellence. Retaining the title for an eighth year would recognise an organisation that refuses to stand still and continuously raises standards across every aspect of water leisure operation.Throughout the past year we have again demonstrated exceptional leadership in safety, operational performance, workforce development, inclusion, customer experience and sustainability. Whilst many operators focus on maintaining standards, we focus on redefining them.Our facilities deliver safe, engaging and accessible aquatic experiences for thousands of customers every week. We continue to invest in our people, strengthen our communities and improve our operations despite ongoing industry challenges. Through innovation, resilience and an unwavering commitment to quality, we remain a trusted leader within the sector.Our impact extends beyond the pool hall. We develop future aquatic professionals, support healthier communities, champion inclusion and help shape industry best practice. The consistency of our performance over the past seven years, coupled with our commitment to continuous improvement, makes us a worthy recipient of the

Operational Excellence Our water leisure facilities are designed, operated and maintained to maximise safety, customer enjoyment, energy efficiency and long-term asset performance. Across our portfolio, all plant rooms operate under comprehensive Planned Preventative Maintenance (PPM) schedules, supported by rigorous water quality monitoring and management procedures that consistently achieve compliance with PWTAG guidance and industry best practice. Water Treatment and Filtration Our facilities utilise a combination of: High-rate sand filtration systems Secondary disinfection systems where installed Automated chemical dosing equipment Continuous water quality monitoring Energy-efficient circulation pumps with variable speed control These systems were selected due to their: Proven reliability Reduced chemical consumption Optimised water quality Lower operational costs Enhanced swimmer comfort Regular filter performance testing and optimisation programmes ensure effective turnover rates and water clarity whilst reducing environmental impact. Safety and Compliance Safety remains our highest priority, supported through: Comprehensive NOP and EAP reviews Frequent operational audits Continuous lifeguard competency assessments Robust safeguarding procedures Digital incident reporting and trend analysis PWTAG-aligned water quality management Our approach ensures risks are identified early, controls remain effective and customer confidence remains high. Workforce Development A key differentiator is our investment in people. This year we have continued to strengthen our workforce through: Lifeguard and swim teacher development programmes Nationally recognised aquatic qualifications Succession planning initiatives Leadership development pathways Continuous professional development opportunities This has improved retention, enhanced service delivery and helped address sector-wide recruitment challenges. Customer Experience and Inclusion We continue to innovate our aquatic offer through: Learn to Swim programmes Inclusive swimming provision Disability-focused sessions Family aquatic activities School swimming partnerships Community engagement initiatives Customer feedback remains exceptionally positive, driving continuous improvements across all areas of operation. Sustainability Recognising the importance of environmental responsibility, we have implemented: Energy reduction programmes Chemical optimisation initiatives Plant efficiency improvements Water conservation measures Monitoring and reporting of utility consumption These actions have reduced environmental impact while maintaining exceptional pool performance and customer comfort. Challenges and Solutions Challenge: Industry-wide Recruitment and Skills Shortages The leisure sector continues to face significant difficulties recruiting and retaining qualified aquatic staff. Solution: We developed targeted recruitment campaigns, expanded training pathways and invested heavily in workforce development. This enabled us to build sustainable talent pipelines, maintain staffing resilience and continue delivering exceptional customer experiences. Challenge: Rising Operational Costs Significant inflationary pressures and utility cost increases threatened operating efficiency. Solution: We implemented energy optimisation strategies, plant efficiency reviews and enhanced performance monitoring to reduce consumption while maintaining service standards. Challenge: Evolving Customer Expectations Customers increasingly expect flexible, inclusive and high-quality experiences. Solution: Through customer insight, service innovation and programme development, we expanded our aquatic offer and ensured facilities remained relevant, accessible and welcoming to all.

Serco Leisure