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
- Times and location
- Dropping off and collecting
- What happens at Clubland
- 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?
- Breakfast Club is £5
- Morning session is £15
- Afternoon session is £15
- Late Pick Up is £5
If you book all day (morning and afternoon) you get 10% off (£27)
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 screen shot/photo of your payment as evidence and if HMRC vouchers, details of your unique reference so we can reconcile accounts.
- Allsave Ltd
- Childcare Plus
- Enjoy Benefits
- Midcounties Co-op
- RG Childcare
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-refundabl – 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 main day runs from 08:30-17:00 however you can add on extensions to either end of the day for an extra £5 each.
Breakfast Club opens at 07:30 and Late Pick Up runs until 18:15.
You can also book a half day if you wish – the morning sessions ends at 12:30 and the afternoon session opens at 13:00.
Where is the Holiday Club located?
The Holiday Club is located at Thames Ditton Infant School. The address is: Speer Road, Thames Ditton, Surrey, KT7 0NW.
A map of the location is here.
Dropping off and collecting
How do I drop off my child?
Entry to Holiday Club is via the gates leading onto the playground on St Nicholas Road. Please press the bell on the gate when you arrive and a member of staff will let you in.
In the morning, take your child to the ‘Garden Room’ located at the top of the playground and sign them in on the register. You’ll get to meet the Supervisor for the day and ask any questions you need. If your child is attending Breakfast Club, you should leave them here as this is where they’ll eat. If it’s after 08:30 then take your child down to the hall once you’ve signed them in and a member of staff will greet you and take care of your child.
In the afternoon, take your child to the hall and sign them in on the register. You’ll get to meet the Supervisor for the day and ask any questions to need.
How do I collect my child?
Entry to Holiday Club is via the gates leading onto the playground on St Nicholas Road. Please press the doorbell when you arrive and a member of staff will let you in.
Head straight to the hall to collect your child, making sure you sign them out on the register, noting the time of collection. 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?
If you haven’t booked for late pick up (from 17:00-18:15) then you’ll be charged £5 which is the price you would have paid if you’d booked this option.
After 18:15, 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:
- Board games
- Den building
- Dressing up
- Role play
- 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?
- 07:30 – Breakfast Club opens
- 08:15 – Last breakfast served
- 08:30 – Morning/day children arrive; free play
- 09:30 – Registration; ground rules and ice breakers
- 09:45 – Morning activities and free play
- 11:00 – Fruit and biscuit break
- 11:15 – Morning activities and free play continue
- 12:30 – Lunch break and morning children leave
- 13:00 – Afternoon children arrive; free play
- 14:00 – Registration; ground rules and ice breakers
- 14:15 – Afternoon activities and free place
- 15:30 – Hot and cold snacks
- 16:00 – Afternoon activities and free play continue
- 17:15 – Wind down
- 18:15 – Close
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.
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 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 and sugar free squash 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 spaghettit/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 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.