FAQs
Frequently Asked Questions
Are your Staff DBS checked?
Yes. All of our staff are checked by the Disclosure and Barring Service.
Is there WIFI?
Yes, there is free wifi for all.
Should my child bring spending money?
Yes, if your group has pre-booked a session at Harry’s shop which offers drinks, snacks and some gift items. We also have a limited selection of drinks and snacks in our vending machines. NB: Where possible we ask that your child brings loose change rather than notes to prevent us running out of change.
How safe are the activities you offer?
Exceptionally safe. Each and every instructor is a fully qualified first aider and is rigorously qualified and examined for each activity they run. Instructors are qualified to run a multitude of individual activities as part of their ongoing training and industry standard examination programme. All activities are fully licensed by AALA (Adventure Activities Licensing Authority), LOTC (Learning Outside The Classroom), IOL (Institute for Outdoor Learning), Paddle UK and the RYA (Royal Yachting Association). Our equipment is checked prior to each activity session, and we have a regular inspection schedule and maintenance programme in line with the highest industry standards.
Risk assessments for each of our activities is available online here.
Do you offer Free Leader Places?
SCHOOLS: Will be eligible for one free teacher place for every 10 paying students.
YOUTH: Will be eligible for one free leader place for every 14 paying young people.
CONFERENCE: 1 free leader place is offered for bookings of 20-100 paying guests and 2 places for bookings over 100 paying guests.
Is adult supervision required?
For every group of 12 activity participants 1 adult leader (over the age of 18) is required.
Are there age restrictions for activities?
We welcome guests of any age at Whitemoor Lakes. However, if you wish to take part in activities you must be 8 years old or over, for insurance purposes. Guests who are more mature in age, pregnant or suffering from any medical condition including back or heart conditions, can enjoy activities if they or their doctor feel the activity is suitable for any medical conditions they may have. Please call to discuss any concerns you may have.
Do you offer site tours?
If you feel that you, your child or your group would benefit from visiting the centre for a site tour prior to committing to a school / group visit, please call our Guest Services Team on 01283 795000 (Option 1) who will be happy to arrange a mutually convenient date and time to show you around the centre. At least 24 hours’ notice is required, and site tours must be pre-booked.
Where will we sleep?
All residential groups will be allocated at least one of our lodges based on the size of the group. Our 7 lodges have either 6 or 13 multi-bedded rooms with a combination of bunk and single beds (bedding is provided). Every bedroom has the benefit of an ensuite bathroom. Each lodge has a comfy lodge lounge and a small drinks kitchenette.
What wheelchair and disability facilities do you provide?
Whitemoor Lakes is set on one level, with wide, spacious corridors and accessible rooms. Each lodge has at least one room with a roll-in shower facility in the ensuite bathroom. We have height extenders for our dining tables in the main dining room to allow a comfortable dining experience. We also have a selection of pre-bookable mobility aids including grab rails, shower chairs, raised toilet seats and hoists for anyone that requires additional help.
Who looks after my child at night?
The teacher or group leader will have a room in your child’s lodge to make sure that someone is available 24/7 just in case they wake up in the night. The adult leader is termed to be in “Loco Parentis” which basically means they act in place of the parent. In case of an emergency our highly experienced centre team will also be available to support the school staff / leader in charge.
How are the activity sessions run?
Each activity session is 90 mins long, with evening group sessions running for an hour. Your activity programme will be sent out to the your group leader prior to your arrival. This will allow your group leader to discuss any amendments to your programme with our Activities Administrator.
Do you offer self-catering at the centre?
We are a fully catered centre with an experienced catering team who create over 150,000 delicious meals a year. Therefore, we cannot offer self-catering breaks due to the logistics of the centre.
What is the food like at Whitemoor Lakes?
Your residential package will include dinner on the night of arrival, with all meals provided through to lunch on the day of your departure, no matter how many nights you stay with us. Our breakfast is a combination of hot items e.g. bacon, hash browns, beans, toast etc with cereal and fruit always available too. Lunch is a two-course hot meal including a main and desert with a hearty two course evening meal. There is a sandwich bar with bread, cheese and ham for those that don’t wish to have the meal on offer and prefer a lighter option. Our full salad bar is always available for lunch and dinner service.
All meals are cooked on site by our dedicated team of catering staff. We can cater for various dietary needs. e.g. pre bookable vegan and vegetarian options, and medical or religious choices.
Standard mealtimes are 8:30 am for breakfast, 1:00pm for lunch and 6:00pm for dinner.
Do you cater for people with allergies?
Our experienced catering team are diligent in making sure that any pre-advised allergies are catered for in a safe and controlled kitchen environment. We are also a nut free centre ensuring that all our guests can safely visit us without any extra worry.
Does my child need to be able to swim to take part in water activities?
The short answer is – No. Everyone who takes part in an activity session on the lake will be issued with a buoyancy aid and helmet during the safety briefing to make sure that they are safe while enjoying their exciting activity. Our beautiful 40-acre lake, even though it seems quite big, isn’t very deep in the areas where activities are run. Even so, should a child unexpectedly enter the water their buoyancy aid will easily keep them safely afloat while they are helped to return to their craft.
Why do we have to confirm numbers when completing the booking form?
This allows us to confirm your booking and send a deposit invoice based on the minimum number attending. The parents/carers/guests who have yet to decide to sign up can then be fully incorporated into your main invoice once it is raised.
Even if you get a last-minute student/young person/guest sign up in the month before your visit we can always send a supplementary invoice for the extra one should you have a late flurry of interest, up to the maximum number entered on your booking form. This method hopefully protects your school / group financially from the 16-week cancellation policy window and any cancellation charges.
Do you accept child-care vouchers?
Unfortunately, we don’t accept child-care vouchers towards the cost of a visit to Whitemoor Lakes.
Can we camp at Whitemoor Lakes?
Our outdoor space is dedicated to the activities we offer at the centre. Therefore, we are unable to offer camping facilities at Whitemoor Lakes.
Can we fish at Whitemoor Lakes?
Our 40-acre lake is used for our exciting water activities for residential groups; therefore, we are unable to offer fishing sessions on the lake.
Are swimming sessions available?
Due to the activities that use the lake, we are unable to offer swimming sessions due to the boats and equipment used in our activities.
Where can I find available holiday club dates and how do I book?
Holiday club dates will be displayed on both our website and dates will be announced on social media. Watch out as spaces fill up very quickly for these popular days.
Holiday club can be booked via our secure webpage on our website here.
Alternatively please call 01283 795000 (option 3) and we will be happy to help.
Who should I contact to find out _____ information (etc. lodge, activities, booking, invoice)?
The following departments deal with various questions please contact them with any questions you may have:
Guest Services Team : guestservices@whitemoorlakes.org.uk : Pre-event queries including, lodge allocation or bedroom questions, menu or dietary requirements, group lists for activities, arrival and departure questions, shop or any special needs queries.
Activities : activities@whitemoorlakes.org.uk : Single activity sessions. Group program changes, risk assessment requirements. Birthday Parties or Team building days.
Finance : finance@whitemoorlakes.org.uk : Invoice queries, number of attendees updates, payment plan or bursary requests.
Enquiries: enquiries@whitemoorlakes.org.uk : New booking enquiries, any other questions.
Where can I find your risk assessments/can I please be sent a copy?
Risk assessments for all our activities can be found on our website click here. If you need to discuss which Risk Assessment you require or if you would like us to email them to you please contact our Activities Administrator or our Guest Services team who will be happy to help.
How long can you hold a provisional booking for?
Once we have reserved your provisional booking in our calendar, we ask that you return the booking form within 14 days. After this time, we cannot guarantee that your space will be available or that the price originally quoted will still be valid.
How does the booking process work?
Our bookings calendar gets booked up a long way in advance. Once we have identified dates for your booking, we ask that groups request, complete and return the personalised booking form within 14 days.
Our system is created so that you don’t have to supply exact numbers at the point of booking as groups book many months and years in advance. We enter an estimated number of attendees based on your verbally advised numbers onto our system, we understand this number will increase.
We ask that you enter a minimum number of guests, that you know will attend or who have already signed up for your visit. This is the number that the school / group is financially committing to bring and pay for. The minimum number is used to issue your deposit invoice.
Then we ask that you enter a maximum number of guests, which allows us to reserve enough activity groups and accommodation etc. Please try to predict your group size with no more than a difference of 12 for smaller groups under 60 attendees, and no bigger difference than 24 for groups above 60 attendees.
When will I need to pay a deposit?
Once we have received your completed booking form informing us of your chosen dates your booking will be processed within 14 days. You will be sent an email confirmation of your booking and a deposit invoice for £25.00 + VAT (£30.00 incl. VAT) per person based on your minimum numbers. The invoice will have strict 30-day payment terms.
When will my main invoice be raised?
We will contact you 18 weeks prior to your arrival date and request an update on your number of attendees. This alert occurs BEFORE you enter the 16-week cancellation window. Your main invoice will then be raised using your advised number. If we do not hear from you before your main invoice is due to be raised we will issue it based on the minimum numbers indicated on your booking form. For full site exclusive use bookings this time line increases to a 26–week cancellation window.
Can I bring my dog with me?
Unfortunately we are only able to welcome registered assistance dogs to Whitemoor Lakes.
