Frequently Asked Questions

Helpful information at your fingertips

Joining Surrey Swim School

  • Both SwimSoft Online and MOR Leisure have been built and developed by MOR Solutions. We use this software to manage our classes, communicate and track swimmer progress.  

  • The Client Hub is our portal for new and existing swimmers. It is the easiest way to manage your personal details, view your upcoming lessons and communicate directly with our team. The Client Hub is available online via web browser and via the Swimsoft app. For further support, please contact admin@surreyswimschool.co.uk.

  • To start your swimming journey with us, please register. Once registered and logged in, you can send us a message directly from your account.

    Alternatively, you can reach us on email,  info@surreyswimschool.co.uk. Or, if you’d rather call us, dial, 01737 211160. We strive to respond to all enquiries within 24 hours. Enquiries submitted on a weekend, will be addressed on the next business day.  

  • Please register the details of the person who will manage the Client Hub account. Name and contact information will be required. You will be able to add other family members, such as your children, after registration. Providing us with details of any person joining allows us to enrol the correct person to any future booking. Register today!

  • We don’t offer trial lessons however; every new joiner is assessed during their first lesson to ensure swimmers are in the appropriate class.

  • If there are no spaces available on your preferred day/time, we will add you to our waiting list. Should a space become available, you will be contacted. If you have an existing booking and would like to change the venue, day and/or time, please submit a request to change.

  • Yes, our enrolment window is open throughout the year for new bookings.

  • Surrey Swim School offers lessons during term-time. All term dates can be found here

    Any ‘Crash Course’ offerings during school holidays will be announced on our website. Check out our Latest News

Lessons at Surrey Swim School

  • At Surrey Swim School, children can start swimming lessons from the age of 3.

  • Children aged 3-4 join our Tadpole classes. Children aged 5 and above are grouped with children of a similar ability. To learn more, please see our Teaching Plan

  • If your child is aged 3 or above, parents do not participate.

  • Our group sizes are small with a maximum of 6 swimmers per class.

  • Lessons are 30 minutes long unless enrolled in our higher stage classes where lessons can run for up to 1 hour. 

  • Poolside showers and changing rooms are available at all locations.

  • Swimmers need to wear appropriate swimwear. Swimming hats are compulsory for all, googles are optional. Please bring a towel and clothes to change into post-lesson. All floatation devices/swimming aids/equipment are provided. Any swimmer/s not toilet-trained should wear swim nappies.

  • We offer both group lessons and private 1:1 tuition.

  • Changes to lesson time, day or location may be requested however, changes cannot be guaranteed and are subject to availability.

  • Photography and video recording including on mobile phones is strictly prohibited.

  • Yes, we believe in consistency. However, there may be occasions when a lesson is led by a different teacher should the usual teacher be absent for reasons outside of our control.

  • It is not uncommon for children (and adults!) to feel nervous or be unsettled when starting something new. Perserverance is key and once children become familiar with the pool environment and our friendly teachers, they normally settle like a duck to water and enjoy making a splash!

  • Yes, we cater for adults of all abilities.

  • We are unable to accept responsibility for lost items. Any named items found will be returned to the office and the owners will be notified.

Progress and Development

  • Each swimmer is different, and progress is made at different speeds. If you have any concerns regarding progress, please speak directly to our in-office team. Contact Us

  • At the end of each term, each swimmer receives a personalised report, highlighting their achievements and future goals.

  • Milestone achievements are highlighted in every swimmer's progress report. Badges and Certificates are available for purchase.

Payment and Policies

  • We ask all swimmers to set up a Direct Debit, as this allows us to keep costs down. Should a direct debit not be suitable, a BACs payment can be made to our Surrey Swim School account. Please contact our in-office team for further details.

  • All bookings need to be made in advance and on a termly basis.

  • Unfortunately, we are unable to offer any make-up/alternative lessons for missed sessions.

  • Bookings made for each term are final and non-refundable. Cancellations due to medical grounds must be submitted in writing and supported by medical evidence.  

  • Refunds are not given for swimmers missing lessons. If Surrey Swim School cancels lessons, lessons will either be rescheduled or a credit given.

  • Existing swimmers have reenrolment priority, with invoices detailing lesson timings issued near term-end. Preferred time slots cannot be guaranteed every term, but we will try our best to accommodate such requests. Late payment may forfeit the space to another swimmer.  

Health & Safety

  • Any medical condition should be disclosed in confidence to our team to ensure the safety of all swimmers. Where required, medicine (EpiPens, inhalers etc) should be kept on poolside.

  • Due to health and safety, jewellery including earrings are not permitted.

  • If your child is unwell, they should not attend their lesson. For gastric illnesses, swimmers should wait 2 weeks since their last episode before returning to lessons.

  • Our teachers are qualified holding relevant certifications from British Swimming and/or the Swimming Teachers’ Association.

  • Our teachers hold valid rescue certificates. They have the skills and knowledge to perform in-water rescues, administer CPR and understand basic first aid.

  • Our teachers undergo regular DBS checks.

  • Click on our Safeguarding Policy