Luxury care group TLC Care has maintained its World Class accreditation after being assessed by Hospitality Assured.

TLC Care, which owns nine care homes, scored more than 80% in each of the nine areas evaluated, with the highest scores in customer service and TLC culture. Hospitality Assured, the customer service standard created by the Institute of Hospitality, requires a minimum score of 60% for accreditation.

Paavan Popat, chief executive of TLC Care, said “To sustain our World Class Hospitality Assured status and achieve such significant growth in terms of our overall score, is a credit to our dedicated team members who provide such wonderful customer care to our residents and their loved ones each and every day whilst living our values of Truth, Love and Compassion.”   

Max Lawrence, director at Hospitality Assured, said: “The assessors witnessed the full impact of [TLC Care’s] careful planning in the post-pandemic landscape. The team has worked tirelessly on their vision, values, and procedures to ensure that their residents are at the nucleus of all they do. Through their dedication, TLC Care is the second highest scorer using Hospitality Assured criteria, which demonstrates their outstanding standards of service.”

Lorna Russell, TLC Care chief operating officer, said:  “I am absolutely delighted our wonderful TLC team have again achieved World Class Status with Hospitality Assured and significantly increased our overall score showcasing to all the outstanding hospitality and customer service we provide to our residents who are at the heart of all we do.”

TLC Care’s homes comprise Candlewood House, Carlton Court, Kailash Manor and Karuna Manor in North London; Cuffley Manor and Cooperscroft in Potters Bar; Cherry Hinton and Cambridge Manor in Cambridgeshire and Camberley Manor in Surrey.