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Behaviour PolicyBookings and CancellationsChild ProtectionCrecheCustomer CareEquityEnvironmentalHealth, Safety & WelfareMission StatementQuality PolicySafety GuidanceSwimming Admissions
Serco Leisure has a zero tolerance approach to unacceptable verbal and physical behaviour directed towards staff and customers.Behaviour that is regarded as unacceptable includes but is not limited to:
Any unacceptable behaviour will be taken very seriously and may result in the immediate ejection from the centre and the permanent exclusion of offenders. The police will also be called as appropriate.
Thank you for your co-operation
Serco Leisure is committed to protecting the rights of the child, the child’s physical and psychological well-being and the safeguarding of the child from all forms of abuse. This commitment also applies to vulnerable adults.
We will operate in ways that best safeguard the interests of children and vulnerable adults.
The commitment to the principles and practices of child and vulnerable adult protection ensures:
We will achieve this by:
The Crèche is open to children who have received their first inoculations and aged up to 5 years. It aims to provide a safe and enjoyable environment for children whilst their parents take part in activities within the centre.
Parents/Guardians are not to leave the centre and the person depositing the child/children in the crèche MUST also pick them up. Should a child become distressed for any reason parents/guardians will be contacted and asked to return to the Crèche.
All our Crèche staff are appropriately qualified and have all been police checked and cleared to work with children.
The welfare of the children is paramount and any child suffering from any illness will, at the discretion of the Crèche Supervisor, not be admitted.
Various activities are provided for your children whilst in the Crèche however no specific educational objectives will be offered due to the short time and irregular attendance of most children.
Parents are actively encouraged to ensure their children are settled prior to leaving them and any specific requirements, fears or concerns should be fully discussed with the staff.Parents are welcome to provide refreshment for their child whilst in the Crèche and the staff will assist as required.
Every effort will be made to accommodate children with special needs and parents are encouraged to discuss any concerns or requirements with our Crèche staff.
Any accidents or incidents occurring whilst the child is in the Crèche will be recorded and reported to the parent on their return. Any existing injuries will also be recorded in order to fulfil our Child Protection responsibilities.
Leisure Centres provide the whole community with convenient access to a range of activities for fitness, health, well-being and enjoyment. As such, Serco’s aim is to provide a quality service and to provide Centres that care about the customers.
In order to achieve these high standards Serco aim to create an environment where customers can expect:
As part of our commitment to achieve these high standards, we will:
Serco Leisure is committed to ensuring equity for all its customers regardless of age, ability, gender, race, ethnicity, religious belief, sexuality or social/economic status. This commitment seeks to comply with relevant statutory requirements and codes of practice, supports Serco’s Equal Opportunities Policy Standard and acknowledges Sport England’s definition of equity in sport:
Sports equity is about fairness in sport, equality of access, recognising inequalities and taking steps to address them. It is about changing the culture and structure of sport to ensure that it becomes equally accessible to all members of society, whatever their age, ability, gender, race, ethnicity, sexuality or socio-economic status.
It also supports our Mission Statement:
‘to provide active and healthy lifestyles for all in a safe, warm, clean, friendly and fun environment.’
Serco Leisure will endeavour to ensure fairness and equity of access in sport and other activities. We believe everyone has the right to enjoy their activity in an environment free from threat of intimidation, harassment and abuse. Where inequalities or inappropriate behaviour are identified, we will take steps to address them as far as possible and will promote equality of opportunity.
In order to promote equity within our Centres, we will monitor and evaluate the usage and participation levels to assist in identifying programme and activity improvements, thereby reducing inequalities. In addition, we will assess the impact of our service, and, where appropriate, we will consult with various stakeholders to further facilitate the development of our offering.
‘To minimise the impact of our activities on the environment and in naturally occurring systems’
This commitment extends into all of the activities carried out within Serco Leisure and covers both the direct and indirect impacts of those activities. It covers:
By minimising the impact of inputs, processes and outputs, Serco Leisure will be able to ensure sustainable development can occur to the utmost of our ability.
All members of Serco Leisure are responsible for implementing the policy. Some members will have greater responsibilities due to the nature of their job.
The above aims and objectives will be monitored and the impact of them measured against historic data, targets and where possible benchmarks.Through following and developing the activities encompassed by these aims and objectives, we aim to continually improve our environmental performance.
Swim NappiesBabies must wear appropriate swim nappies. These are available for purchase at Reception. Babies not wearing appropriate swim nappies will not be permitted to enter the swimming pool.
DiarrhoeaIf you or your child has had diarrhoea in the last 14 days, please do not use the swimming pool.
SicknessIf you or your child has vomited in the last 24 hours, has a tummy upset or is suffering with a cold or virus, then please do not use the swimming pool.
ShoweringPlease shower before entering the swimming pool and encourage your child to do the same.
VerrucasIf you become aware that you or your child has a verruca, please obtain treatment available from a pharmacist, try to keep it covered and avoid walking barefoot in the shower or changing room areas.
Medical ConditionsInform a lifeguard or your swimming teacher (if attending lessons) if you have any medical conditions we should know about. Do not swim if you are feeling unwell.
EatingIt is not advisable to swim on a full stomach. It is recommended to wait at least one hour before swimming.
Use of the ToiletPlease use the toilet before entering the swimming pool.
Swimming HatsPlease remember to wear the correct colour of swimming hat in all lessons so we can ensure pupils can be identified and are in the right group at all times. Pupils not wearing their swimming hat will not be permitted into the lesson.
Serco Leisure’s Mission is:
To provide active and healthy lifestyles for all in a safe, warm, clean, friendly and fun environment
Serco Leisure’s quality policy supports the mission statement:
‘to provide active and healthy lifestyles for all in a safe, warm, clean, friendly and fun environment’
Serco Leisure values the benefit of a management system as a means of achieving its mission and will use the Serco Management System (SMS) in Leisure to enhance and continually improve the quality of services provided to customers. SMS in Leisure is central to the management of the business and underpins effective service delivery. It supports the Leisure business principles as well as Serco Group policies and standards.
Where appropriate, sites will comply with the requirements of ISO 9001:2008 and will register to this or to alternative industry standards such as Quest to demonstrate commitment to quality.
The Management Team at each site, supported by Leisure Directors, will provide commitment to the development, implementation and improvement of SMS in Leisure by:
The safety and enjoyment of our customers is of prime importance so please take a few moments to read the information shown below and familiarise yourself with the instructions displayed within the gym and health suite areas.
Thank you – Enjoy your visits to the Complex!
The following admissions policy applies at this Facility:
Parents and guardians are responsible for supervising their children at all times whilst in the facility. A child under the age of 8 years must be directly supervised in the swimming pools by his/her parent or an adult (aged 18 or over).
No more than two children aged 4 to 7 may be supervised by one parent or adult (aged 18 or over).
Children under 4 must be supervised by a parent or adult (aged 18 or over) on a one to one basis.
Please note that children under 8 are not permitted in the 25 x 25 metre pool (2 metre depth). Other age and height restrictions may also apply to some of the play features in the leisure waters.
The above restrictions may be relaxed for some controlled, programmed sessions. Please contact us for further details.
If you are in any doubt about our admission policy, please contact us to avoid disappointment.We recommend that children under 8 and all non-swimmers use armbands and/or an appropriate buoyancy aid and remain in shallow water.