Welcome to our FAQ page!

We hope you’ll find the answer to all your questions but if you can’t find what you’re looking for, please call us on 020 8979 3100 (9.30-2.30 during term time) or send us an email so we can help you.

FAQs are separated into the following categories – please scroll down to view each one.

  • Booking and payment information
  • Cancellations
  • Times and location
  • Dropping off and collecting
  • What happens at Clubland
  • Out’n’About
  • Who can come to Clubland
  • Food and refreshments
  • Health and Safety

Booking and payment information

How can I book? 

Visit our Holiday Club page and request your sessions using our online form. We’ll check if the sessions are available and send you an email to confirm the amount you need to pay. Once you’ve paid for your sessions your spaces will be fully booked.

How much does Holiday Club cost?

£30 per day but a discount is available dependent upon how many days you book. Please refer to the Holiday Club page for details on current discounts.

How can I pay?

You can pay for your childcare in the following ways:

  • Cash or cheque
  • Credit or debit card
  • Bank transfer
  • Childcare vouchers

Can I pay using childcare vouchers?

Yes, you can use childcare vouchers to pay for all or part of your childcare costs. We are currently registered with the below companies. If the company you wish to use is not listed, please let us know and we’ll set up an account with them. If you are using childcare vouchers as a method of payment you must send a screenshot/photo of your payment as evidence and if HMRC vouchers, details of your unique reference so we can reconcile our accounts.

  • Allsave Ltd
  • Apple
  • Busybees
  • Care-4
  • Childcare Plus
  • Computersharevoucherservices
  • Edenred
  • Enjoy Benefits
  • Faircare
  • Fideliti
  • Gemilli
  • HMRC
  • Kiddivouchers
  • Midcounties Co-op
  • Myfamilycarevouchers
  • RG Childcare
  • Sodexo
  • TEDS

Cancellations

What should I do if my child is not going to attend Clubland?

Let the Supervisor know on 07770 656015 by sending a text or leaving a voicemail. Sometimes we operate a waiting list and if we can re-book your place we can in these exceptional circumstances give you a refund/credit dependent upon which payment method you used.

Do I get a refund if I need to cancel all or some of my sessions?

No. Unfortunately all Holiday Club bookings are non-refundable – this includes illness. This is because we make financial commitments to staff and have overheads to cover. We are looking into offering a Customer Protection Plan in the future so watch this space! 

Times and location

What time does it open and close?

The day runs from 08:30-17:00.

Where is the Holiday Club located?

For October 2020 it is located at Claygate Primary School, Foley Road, Claygate, Surrey KT10 0NB. You can see a map here.

However, it is normally located Thames Ditton Infant School. Speer Road, Thames Ditton, Surrey, KT7 0NW. A map of that location is here.

Dropping off and collecting

How do I drop off my child?

Parents are not allowed on site and drop off will be managed at the green gate by the school reception. You’ll be allocated a drop off time and will be required to wait (socially distanced) in the line allocated for your child/rens bubble. A member of our staff will check your child/rens temperature and sign them in. They will then direct them through the gate and hand them over to their group leader.

How do I collect my child?

Parents are not allowed on site and collection will be managed at the green gate by the school reception. You’ll be allocated a collection time and will be required to wait (socially distanced) in the line allocated for your child/rens bubble. Our staff will hand your child/ren over to you and sign them out on your behalf.

If anyone other than yourself is collecting your child, please provide them with your nominated password and if possible inform the Supervisor.

What happens if I’m late collecting my child?

After your allocated collection time, a late fee of £1 per minute is enforced and payable directly to the Supervisor when you collect your child. Please let the Supervisor know if you’re going to be late on 07770 656015.

To avoid paying late fees, we suggest you join up with another parent or ask your emergency contact to collect – in both instances you’ll need to give them your collection password.

Can someone else collect my child on my behalf?

Yes, however you need to give them your collection password in order for the Supervisor to release your child to them. It’s helpful to let the Supervisor know in advance on 07770 656015.

What happens at Clubland

What sort of activities will they be doing?

The programme of activities is just a small window into what your child will experience during a session at Holiday Club and lists the adult led craft, cookery and sporting activities on offer each day.

Children also have the opportunity to engage in a variety of other activities and resources available to them. The following is a selection of the types of play they will be engaged in:

  • Construction
  • Colouring
  • Cricket
  • Board games
  • Den building
  • Drawing
  • Dressing up
  • Football
  • ICT
  • Puzzles
  • Reading
  • Role play
  • Scooters
  • Snooker
  • Table Tennis
  • Top Trumps
  • Trim Trail
  • Water play

What should my child wear to Clubland?

Please make sure your child wears appropriate clothes for the weather and the activities they’ll be doing. As well as doing arts and crafts, they’ll also be running around and playing outside so could get messy – don’t send them in their best clothes!

Is there anything my child should not bring with them?

Children will not be allowed the use of mobile phones, iPads, iPods etc whilst at Clubland and if they do have their phone they’ll be asked to place it in the secure box staff store their phones in until the end of the session. If you wish to contact them, you can call the site mobile on 07770 656015. Children have limited access to Clubland tablets which are loaded with suitable games and do not have internet access.

Any other toys that your child brings with them will be their own responsibility.

What is the daily routine?

  • 08:25 – First drop off allocation, registration
  • 08:35 – Last drop off allocation, registration
  • 08:45 – Ground rules, ice breakers and free play
  • 09:30 – Morning activities and free play
  • 11:00 – Fruit and biscuit break
  • 11:15 – Morning activities and free play continue
  • 12:30 – Lunch break 
  • 13:30 – Afternoon activities and free play
  • 15:30 – Hot and cold snacks
  • 16:00 – Wind down
  • 16:55 – First collection allocation
  • 17:05 – Last collection allocation

I’m worried about my child settling in. How can you help?

On their first day we’ll ask the children if they have a friend attending and if not we’ll buddy them up with another child of similar age and interests. Staff are very aware of ensuring all the children are happy and entertained. On future visits we ensure that children are ‘buddied up’ if they haven’t found a friendship group.

In addition, children in reception are appointed a ‘key person’ (a staff member) to help them settle in.

If you’re experiencing problems with your child attending Clubland please speak with the Supervisor and/or Karen so we can support you through this period and find a solution that meets your child’s needs.

How can I speak to someone when Holiday Club is running?

Call the site mobile on 07770 656015. We do also sporadically check our emails and the voicemail on the office phone.

Out’n’About

What happens if my child does not want to go on the trip?

If your child is booked on to Out’n’About they can stay behind and take part in the Stay’n’Play activities if we have space within a bubble. If not, they can stay with the staff members whilst the other children take part in the activity – we suggest they bring a book or something to entertain themselves!

If the trip is a Stay’n’Play trip there is no option for your child to stay behind as all staff attend the trip in order to maintain staff ratios. If you decide not to bring your child to Clubland for this reason, please call the site mobile 07770 656015 to let them know.

Please note no refunds will be given we will have paid for pre-booked spaces.

My child is nearly 8 years old. Can I book them on Out’n’About?

No. This programme is specifically designed for older children and some of the activities we do have a minimum age requirement.

Who can come to Clubland

What ages do you accept at Holiday Club?

We take children from aged 4 (as long as they are currently in school*) to aged 12.

For those aged 4-11, we offer Stay’n’Play which is based mainly in the school grounds and offers craft, cookery, sport and a whole range of free play activities.

For those aged 8-12, we offer Out’n’About where we take them out of the setting to a range of age appropriate activities such as Junior Paintballing, Air Hop and Go Ape.

*We accept children aged 4 yrs in the summer holidays providing they are entering reception in the coming September.

Can my child come to Holiday Club even though they don’t go to one of your associated schools?

Yes. We accept all children as long as they meet our age requirements.

My child has special needs. How do you cater for that?

We don’t discriminate against any child attending Clubland but we do need to ensure that the setting is right for your child and meets their individual needs. We work in close partnership with Surrey Early Years to ensure we support children with special needs under their ‘including me project’.

If your child needs extra help, please speak to us so we can understand and do what’s in the best interest for your child. Contact Karen on 020 8797 3100 or send her an email.

Food and refreshments

Is lunch provided?

No. You need to provide your child with a nutritious, nut free packed lunch, alongside a water bottle.

We are unable to refrigerate their lunch so please make sure the contents are appropriate.

How do you make sure the children aren’t hungry?

Fresh water is available throughout the day and we give children fruit and biscuits in the morning at 11:00 and another snack in the afternoon at 15:30. This snack is more substantial and children have the choice of sandwiches, wraps, crackers, toast and the hot snack of the day which is usually pasta, potato waffles or spaghetti/baked beans on toast.

We find this is sufficient until their evening meal.

My child has a food allergy. Is this catered for?

We are a nut free zone and have alternative food for children who are gluten or diary intolerant. Please inform us of any dietary requirements your child has when you request your sessions so that we can accommodate their individual needs. If you have any concerns please contact us or speak to the Supervisor on site.

Health and Safety

What are your staff to child ratios?

We comply with the Ofsted required ratio of 1 adult per 10 children under the age of 8 years. Above this age we adhere to 1:15 for good practice. When we’re on trips we work to lower ratios.

What happens if my child is unwell or has an accident whilst they’re at Clubland?

All our Supervisors and most of our Playworkers hold a 12 hour First Aid qualification in Pediatrics.

If your child is unwell, we’ll try to isolate them from the other children whilst keeping them comfortable and calm. Please note, if they are suffering from vomiting and/or diarrhoea, they are not able to return until 48 hours after the last bout of illness.

If your child has an accident, the appropriate First Aid will be administered and an accident/incident form will be completed for you to read and sign when you collect your child so you know exactly what happened, how it has been treated and if any further treatment is required.

If the accident or illness is severe, the Supervisor will call you to inform you of your child’s condition.

My child has a medical condition. How do you cater for that?

Please tell us all the details about your child’s medical condition when you request your sessions. This includes information about any medication they require such as an EpiPen or Ventolin.

You must also complete a Permission to Administer Medication form.

We’ll need to establish if we can already accommodate your child’s need or whether we need to access further training before they can attend, so please call us on 020 8979 3100 before making your booking.

All medication must be stored in a clear plastic box with a picture of your child on the lid, together with legible details of their name, date of birth, type of medication, dosage and your emergency contact details.