Part of Connaught Care Collection, Waterhaven Place achieved the international accreditation following an independent assessment of its hospitality services against the Hospitality Assured standard.
The assessment examined the home’s approach across nine areas of service and business excellence, including customer research, service culture, leadership, people development, performance evaluation and continuous improvement.
Since opening in 2025, Waterhaven Place has developed an approach to care-home hospitality centred around Connaught Care’s philosophy to “Live an Extraordinary Life”, with choice, individuality and quality of experience at its heart.
The assessment also highlighted the importance Waterhaven Place places on colleague engagement and development, as well as its relationship with the wider community. The home regularly welcomes local people through activities and events, helping to create connections between residents and the community around them.
Max Lawrence FIH Hospitality Assured Assessor, said:
“Achieving Premier Hospitality Assured status at a first assessment is a significant achievement and reflects the commitment of the whole team at Waterhaven Place.
“What stood out throughout the assessment was the genuine ambition to put hospitality at the heart of the resident experience. There is a strong sense of purpose, supported by an engaged team, an impressive approach and a real desire to be part of the wider community.
“Hospitality Assured is not simply about recognising what an organisation does well today; it is about creating a framework for continuous improvement. Waterhaven Place has established strong foundations, and I look forward to seeing how we develop the journey together.”
Hospitality Assured was created by the Institute of Hospitality and remains part of the IoH family, supporting organisations across the hospitality sector to improve service standards, develop their people and put the customer experience at the heart of their business. Find out more.
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