Accreditations | The Roman Baths

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Image: A Visitor Services Assistant with an audioguide Image: A Visitor Services Assistant with an audioguide Show image info

A Visitor Services Assistant with an audioguide


The Roman Baths is designated as an 'outstanding collection' by the MLA, and has Customer Service Excellence and VAQAS status.

Designated Museum

The Roman Baths is designated as 'an outstanding collection'. This accreditation is used by the government body, MLA, the Museums, Libraries and Archives Council, to recognise collections that are not held in national museums but are nevertheless of national and international significance. Bath and North East Somerset Council is the only local government body to hold three such collections. The others are the collection of the Fashion Museum and that of Bath Record Office.

Registered Museum

The Museum Registration Scheme was established in 1988 and the Roman Baths was registered in 1990. In 2004, the Scheme was renamed Accreditation to better reflect its purpose and the achievements of those museums which meet the standards it sets out.

Accreditation recognises the steps that the Roman Baths takes to meet the needs of today’s visitors, while at the same time safeguarding their collections for future generations. Under the scheme the Roman Baths is required to provide:

  • opportunities to use, enjoy and learn from the collections
  • an assurance that the collections, including donated items, are held in trust for society
  • information about the museum, its collections and its services
  • a commitment to consultation with users, to ensure that future developments and changes take account of their needs and interests
  • appropriate visitor facilities or details about facilities nearby.

Customer Service Excellence 

The Roman Baths and Pump Room, run by Bath & North East Somerset Council, was awarded the Customer Service Excellence (then Chartermark) Award in 2003. The Customer Service Excellence Award is only available to local government organisations and is designed to measure how well a service responds to its customers’ needs.

To get the award the Roman Baths has been consulting with its visitors and focus groups have been set up that make regular recommendations and comments.

The inspectors’ report was full of praise for the staff and site itself. It said: "The independent judging panel is satisfied that you provide an exceptionally high quality of service for your users – this is not an award that is easily won and this is a tribute to your organisation."


The Visitor Attraction Quality Assurance Scheme is managed by VisitEngland and encourages improvements in the visitor experience through its network of regional assessors, one of whom makes a visit to the site annually. The assessor follows the entire customer journey, including marketing and promotion, visitor information pre-arrival, the site itself, the toilet facilities, shops and café or restaurant. The Roman Baths receives a debrief and written report from the assessor and uses it as a tool to make changes to the visitor experience. The Roman Baths has worked closely with VAQAS for many years to maximise the impact of this service and to make a difference to the visitor. Its assessment score has always been high.

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