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Our Policies
We are deeply committed to professionalism in every aspect of our club, from our robust safeguarding procedures to the quality of our activities. This page clearly outlines our family-friendly commitments: what we promise to do, what you can expect from us, and how we evidence our compliance with best practice.
Please feel free to contact us if you have any questions regarding the policies at our work.
1. Safeguarding and Child Protection
We take the safety of your children extremely seriously. Our promise is to always have a trained Designated Safeguarding Lead (DSL) on-site, plus a named deputy, ready to act on any concerns. We maintain the highest standards of staffing by performing enhanced DBS checks, identity checks, and suitability checks for every staff member and volunteer, keeping a Single Central Record (SCR). Every team member receives regular, in-depth training on safeguarding, the Prevent Duty, and safer working practices. We actively champion the child’s voice and take all concerns seriously under a 'if you see/feel something, say something' culture. We promise to record concerns securely and act quickly, including making referrals to the local authority and the LADO when appropriate. What you can expect: Clear, easy routes to share a worry (in person, phone, or email) and timely updates when it is safe for us to do so. You’ll see a child-friendly environment with site-specific risk assessments and clear identification of safe adults (like lanyards or uniform). In return, we ask that you keep your emergency contacts current and tell us about any changes that may affect your child’s well-being. We measure our success by maintaining a secure safeguarding log, documenting referral decisions, and reviewing trends each term.
2. Our Clear Complaints Procedure
If something isn’t right, we want to know so we can fix it! Our promise is to offer easy ways to raise a concern, whether verbally or in writing (we have a simple form available). We will acknowledge your complaint within 7 calendar days and aim to resolve it within 28 days following a fair investigation. We keep a written log of all complaints and provide a clear escalation route to a senior manager or owner if needed. What you can expect: A respectful, unbiased process resulting in a clear written outcome, with your information handled confidentially. In return, we ask that you provide us with relevant details and your preferred contact method to help us resolve issues quickly. We regularly review complaint themes at management meetings and track actions to completion.
3. Health and Safety
Your child's physical safety is paramount. Our promise is to run daily checks and formal risk assessments for all our premises, equipment, and activities at each site. We always maintain safe supervision ratios appropriate to the ages and activities, and ensure all our equipment is well-maintained and safe. Our staff receive training in safe play, manual handling, and food hygiene where relevant. We investigate all incidents and near misses to prevent them from happening again and share this learning with our team. What you can expect: Clean, clearly signed spaces with simple safety rules that children can easily follow, as well as appropriate, well-maintained kit and equipment for all activities. In return, we ask that you provide suitable clothing and footwear for your child and disclose any medical needs or limitations. Please also respect all site rules (e.g., no smoking, no dogs in certain areas). We keep detailed records of risk assessments, daily checks, and maintenance logs, which are reviewed annually.
4. Fire Safety and Evacuation
We plan ahead to ensure everyone knows what to do in an emergency. Our promise is to keep a written fire risk assessment and evacuation plan for every venue, with routes and assembly points clearly displayed. We run termly evacuation drills and record the timings and lessons learned. We keep all exits clear, ensure equipment is serviced, and create Personal Emergency Evacuation Plans (PEEPs) for anyone needing assistance. What you can expect: Your children will be coached on calm, safe evacuation routines and rules, and evacuation information will be displayed in activity areas. In return, we ask that you tell us if your child requires any specific assistance during an evacuation. We keep all drill logs, service certificates, and risk assessment reviews on file.
5. Data Protection and Privacy
We treat your personal information with the utmost care and respect. Our promise is to only collect the data necessary to keep children safe and run the club effectively (data minimisation). We will provide a clear Privacy Notice explaining how we use and share information, and we have a named Data Protection Lead. We store data securely, restrict access to authorised staff, and train all staff in data protection. We will always respond promptly and lawfully to any requests you make to access, rectify, or erase your child's data, and we will report any notifiable data incident without undue delay. What you can expect: The ability to view, update, or change your consent preferences (e.g., for photography) at any time. You will also be notified if any data incident affects you. In return, we ask that you keep contact and medical details up to date and use our secure channels for sending sensitive information. We apply a clear retention schedule and monitor access logs.
6. First Aid, Accidents, and Medicines
We are fully prepared to handle any bumps, scrapes, or illness. Our promise is to have a paediatric first aider on duty at every session and keep all our first-aid kits stocked and checked. We record all accidents, incidents, and near misses and share the record with parents on the same day. We will only administer prescribed medicine with written parental consent and will follow your child's individual care plan exactly. We maintain an anaphylaxis protocol and train staff accordingly. Serious injuries or events will be reported to the relevant authorities where legally required. What you can expect: Clear communication after any injury or illness, and confirmation of safe storage and administration of any prescribed medicines. In return, we ask that you provide labelled medication and an up-to-date care plan where necessary. We retain and audit our accident and medicine logs termly, using trends to inform our programme.
7. Positive Behaviour and Anti-Bullying
We foster a culture of kindness and respect. Our promise is to set simple, positive rules and celebrate kindness, teamwork, and effort. We will stop all bullying, harassment, or discrimination quickly and fairly, providing support to everyone involved. We use restorative approaches and never humiliating or degrading punishments. We will work closely with parents and schools where behaviour patterns persist, and we will always adjust our approach to accommodate SEND where needed. What you can expect: Rules displayed in child-friendly language and regular feedback on your child's behaviour. You can expect a respectful culture where kindness and teamwork are celebrated. In return, we ask that you discuss the club rules with your child and let us know early on if any issues arise. We monitor behaviour and incident records for patterns, tracking all actions to completion.
8. Inclusion, Equality, and SEND
We believe all children deserve to participate fully. Our promise is to welcome every child and make reasonable adjustments to ensure they can take part fully in our activities. We actively challenge prejudice and embed inclusive practice in all our planning and delivery. We provide relevant staff training and will liaise with school SENCOs where helpful to ensure continuity of care. What you can expect: Advance planning conversations with our team to understand your child's needs and agree on any necessary adjustments. In return, we ask that you share the strategies that work well for your child and update us as their needs change. We maintain individual support plans where appropriate, reviewing them regularly with families.
9. Parent Information and Our Insurance
We aim for total transparency in how we operate. Our promise is to provide all policies and club information at enrolment and keep them easily accessible online. We display our Ofsted registration and insurance certificates. We will notify parents promptly of any programme changes or site issues, and we publish clear Terms & Conditions alongside our policies. What you can expect: Transparent fees, clear session times, visible staffing information, and easy contact routes. In return, we ask that you keep your contact preferences current and check the notices we send out.
10. Attendance, Collection, and Missing Child
Your child's secure handover is a priority. Our promise is to take accurate registers at arrival and departure and operate a secure handover process. We will only release children to named, authorised adults or those with the agreed password and ID checks. We follow a clear procedure for late or uncollected children, ensuring they are supervised safely until they are picked up. We have an immediate plan in place if a child is missing: search, check registers and site, and then escalate to the police and parents as per our robust procedure. What you can expect: Immediate calls from us if your child is absent when booked or if they are not collected on time. You will also receive clear information regarding any late-collection charges. In return, we ask that you tell us (and the school, where relevant) if your child will not be attending a booked session. Please inform us in advance of any alternative collectors and keep your collection passwords secure. We retain and review registers, late-collection, and missing-child reports termly.
11. Confidentiality
We handle all personal and sensitive matters discreetly. Our promise is to limit access to personal information on a strict need-to-know basis and store it securely. We ensure our staff avoid discussing children in public or online spaces, using professional communication channels only. We will only share information without consent when required to protect a child or by law. What you can expect: Private spaces for sensitive conversations and the assurance that all notes and records are stored confidentially. In return, we ask that you use official channels (and not social media) for communicating sensitive information. We require confidentiality agreements to be signed by all staff and volunteers, and we investigate any breaches.
12. Our Programme of Activities
We offer a balanced, engaging, and fun programme. Our promise is to offer a balanced mix of sport, movement, arts, and play with genuine child choice built in. We risk-assess and adapt all activities to be inclusive and age-appropriate. We rotate our themes and actively invite child and parent feedback to help us shape the programme. What you can expect: Termly outlines detailing the activities, kit requirements, and opportunities for you to contribute ideas. In return, we ask that you provide appropriate clothing and footwear and share any participation limits your child may have. We retain activity risk assessments and session evaluations, logging improvements for future sessions.
13. Safer Recruitment and Staff Training
We recruit and train a team of exceptional people. Our promise is to recruit fairly and safely by completing robust identity, reference, right-to-work, qualification, and enhanced DBS checks. We maintain a meticulously updated Single Central Record (SCR) of all vetting checks. All new staff receive a comprehensive induction covering safeguarding, H&S, behaviour, data protection, and our code of conduct. We provide ongoing professional development, supervision, and annual appraisals, and we address any conduct concerns quickly. What you can expect: Consistently professional staff who are skilled, friendly, accountable, and excellent role models of our values. In return, we ask that you raise any conduct concerns immediately with the Club Manager or DSL. We audit our training logs, supervision notes, and SCR at least annually.
14. Whistleblowing
We create a culture where staff can speak up without fear. Our promise is to protect anyone who raises a genuine concern in good faith from any unfair treatment. We provide multiple reporting channels, including an external route where appropriate. We will investigate all concerns quickly, fairly, and confidentially, and provide feedback on the outcomes where we are able to do so. What you can expect: Confidence that serious issues can be raised and resolved without fear of retaliation. In return, we ask that you use the complaints route or contact the DSL/Owner immediately if you see something worrying. We maintain a whistleblowing log and review outcomes at the leadership level.
15. E-Safety, Photography, and Social Media
We use digital tools safely and respectfully. Our promise is to use images or video of children only with active parental consent and only for the stated purposes. We operate a strict Mobile Phones & Cameras rule, prohibiting personal photography, and all staff must follow our code of conduct regarding personal devices. Our staff will never privately message or 'friend' children on social media, using official channels only. We store digital media securely and delete it when it's no longer needed. What you can expect: Clear opt-in/opt-out forms and the ability to change your photography preference at any time. In return, we ask that you refrain from posting photos of other children on social media without their parents’ permission. We maintain consent records and media registers, applying routine deletion when no longer needed.
16. Food, Allergens, and Healthy Eating
We support your child's health through mindful eating. Our promise is to provide balanced snacks and water, promoting healthy choices. We operate an allergen-aware environmentwith a strict no-nuts rule and clear information available. We respect all cultural, religious, and medical dietary needs and follow rigorous food hygiene procedures for preparation, serving, and temperature control. What you can expect: Menu and allergen information available on request and displayed on-site where applicable. In return, we ask that you tell us about all allergies and intolerances and update us promptly if anything changes. We maintain an allergy register and conduct regular food hygiene checks.
17. Illness and Infection Control
We manage illness carefully to keep everyone healthy. Our promise is to follow all current public health guidance on exclusion periods (e.g., 48 hours after vomiting/diarrhoea). We will contact you promptly if your child becomes unwell and provide a quiet, supervised space until you can collect them. We clean and disinfect high-touch areas and equipment regularly, using PPE where required. What you can expect: Clear communication from us during any outbreaks and clear advice on return dates for your child. In return, we ask that you keep children at home when they are unwell and inform us of any infectious illnesses. We maintain illness logs and cleaning schedules, reviewing outbreaks for learning.
