Swimming lesson FAQs

Find answers to frequently asked questions about swimming lessons.

Where can I watch my child’s lesson/do I have to stay in the building?

Parents and guardians must remain in the designated viewing area or be within the centre and be available if needed, i.e. for medical reasons, evacuation purposes, behavioural concerns, or toilet breaks. 

Our staff will not take pupils to the toilet. Parents/guardians are not permitted to view lessons from the poolside unless they have signed permission from centre management.

What if I need to speak to a swimming instructor?

Parents/guardians should avoid approaching teachers on poolside and direct any communication at reception or contact the Swim School team via email. 

Queries regarding the progression of your child should be directed to reception or via email to the Swim School team.

Can I take photos of my child’s lesson?

No photography or filming of the pool area or changing room is permitted at any time. 

Can I still attend my lesson if I'm running late?

Children who are more than 10 minutes late to a lesson may not been permitted to join and will not be credited/refunded. 

How do the termly payments work?

Lesson fees are set up and paid on GoLearn. After the first payment is made, future top ups can be paid through the GoLearn portal in blocks of 12 lessons.

Parents/guardians will receive payment reminder emails when their lesson credits are running low. An automated email is sent with 4, 3, 2 and 1 lesson remaining. If a top up is not made before the last credit runs out, the pupil will be automatically removed from the class. 

How do assessments work?

Swimming Instructors will be regularly updating your child's assessment on the GoLearn portal. This is not done weekly but should be updated every two to four weeks.  

The current percentage of completion will show on your home portal account. When your child has reached 100%, you will receive notification and a link to change your child's stage. Due to the variety of ability levels within each session, specific time frames on progression cannot be guaranteed, as space in the next level up may not be immediately available. 

How do I change my child’s swimming lesson day/time?

We will try to accommodate any requests to change days or times of lessons. This cannot be guaranteed as spaces are extremely limited. Pupils can be put on waiting lists when a space is not currently available. Please request any change via email to the Swim School team.

What happens if the swimming teacher is absent?

Every effort will be made to provide the same instructor for each lesson to ensure consistency. Cover instructors may be used, without prior notification due to staff sickness or leave. We reserve the right to appoint a new teacher at any time.

What happens in the event of a pool closure?

In the event of a pool closure, we will send you an automated email with as much notice as possible. We cannot offer a cash refund for cancelled lessons.  

We will also make every attempt to contact you via telephone. If your telephone number or email changes please notify us.

We do not offer catch up lessons. The lesson carries over to the next calendar week and is not deducted off your remaining lessons left. This may mean lessons are carried over to the next available term and are not deducted off the renewal bundle price. 

What happens if my child is unable to attend a lesson?

If your child is unwell, please do not bring them to their swimming lesson. Please do your best to notify the Swim School team via email. If your child has been ill with diarrhoea, they should not attend lessons or any swimming activity until one week has passed since recovery.

We only offer a credit (top up of lesson/s missed) or refund for medical reasons where proof is provided via email to the Swim School team. 

If your child is absent for two or more consecutive lessons due to illness or injury and a doctor’s note is provided, then top up lessons will be applied. 

If you wish to cancel your remaining swimming lessons with us, an admin charge of £10 will apply. This is at the discretion of centre management and may not be charged if the reason is medical related. Cancellations will result in removal from the system entirely, and if you wished to re-join at a future date, then you would need to re-apply as a new pupil. New pupil applications are only accepted on advertised dates.

I am unable to register/log into GoLearn, what should I do?

If you have not registered, are having trouble registering, or trouble logging into the GoLearn home portal please contact the Swim School team via email.

Should I notify the teacher of any medical condition my child has?

Please make us aware of any medical conditions or notes so your child's account can be updated. You can email the Swim School team with any changes or updates. This will then show on the teacher’s tablet.

How long are the lessons and terms?

Courses will only run if there are sufficient numbers enrolled on them. Any courses cancelled by us will be refunded in full. The centre reserves the right to alter the lesson timetable subject to demand. 

• All Adult & Child lessons, Pre-School classes and Stages 1-10 are 30 minutes in duration
• SwimFit Teen and Rookie Lifeguard sessions are 45 minutes in duration
• All our Adult lessons are 30 minutes in duration

Our Swim School programme runs in line with school term times, with breaks for half term and school holidays. This is updated on your Home Portal which shows the next lesson running. 

What is the dress code and rules on pool hygiene?

Pupils should wear appropriate fitting costumes/trunks or shorts specifically designed for swimming. Baggy costumes or trunks can impede movement through the water. Underwear should not be worn as a replacement for a swimming costume.

No jewellery should be worn. Religious or medical bracelets are allowed.

Long hair must be tied back out of the swimmer’s face. Swimming hats can be purchased at reception. Pupils can be refused entry to the water if not in the correct swimwear or if their hair is not tied back or in a swim hat. This is for the child’s comfort and safety.

All pupils should shower before their lesson and go to the toilet to help maintain good pool hygiene standards.