What should I bring to a swimming lesson? We aim to make our lessons super easy to access. You do not need to bring any of your own flotation aids to our lessons, all equipment required is supplied by us for use every lesson! If your child has SEN we are happy for you to bring a familiar toy or floatie that may help settle them into their new class. All you need to bring is your swimmer's; 👙Swimwear (it helps to arrive swim ready where possible) 🤓Goggles (optional) 💡A swim hat (for stages 2 and above) 💦A towel 👕A dry change of clothes 💊Any medication (inhalers for asthma, for example) (If you would like to purchase a Mer-Fin Swim personalised towel and swim hat, please contact us)(https://www.mer-finswim.co.uk/contact) Where do I go and what time shall I arrive? Your chosen lesson venue will be stated in your confirmation emails and in your online portal,(mer-finswim.swimphony.co.uk) the address and any venue-specific details will be noted here also. If you are unsure please ensure that you contact us (https://www.mer-finswim.co.uk/contact)in plenty of time prior to your lesson so we can help you find your way and avoid any frustration. Aim to arrive no more than 10 minutes before your lesson and try to leave within 15 minutes after your class to help avoid changing room congestion. • All of our pools operate a NO SHOE policy - bare feet or white socks are permitted • No food or drink is to be consumed in the facilities apart from a bottle of water - no glass is permitted under any circumstances • No photography is allowed in the facility and no mobile phones are to be used/on show on the poolside • Please ensure swimmers shower 'thoroughly' before entering the pool Poolside can often be very warm, you may want to avoid thick clothing when spectating lessons. Please note if your child is a non-swimmer/flight risk we ask that you collect your swimmer from their class on the poolside promptly at the end of their lesson to avoid them walking around the pool to meet you unaccompanied. The carer/guardian is responsible for the swimmers in their care at all times. Do I need to get in the water with my child for their lesson? No, our Learn to Swim lessons are fully instructor lead. Parents/carers are able to sit and watch the class whilst staying nice and dry, unless you sit close to the pool - that's a splash zone! The only classes we offer where parents are in the water supporting their swimmer are our New and Nervous swimmers classes and our Mer-Babies classes. Our maximum ratio for lessons is 3:1 (4:1 for stage 3 and above, including lane swimming). Do you offer parent and child classes? Our Mer-Babies classes are for parents and babies/toddlers, where carers do need to be in the pool with their child. These classes are named "Mer-Babies". For children 3 years or above, we offer a New and Nervous swimmers class where a parent accompanies their swimmer in the water, helping them settle into the swim lesson environment. Do I need to tell you that we will be absent if we cannot make a lesson? We ask that you let us know via your online portal (https://mer-finswim.swimphony.io)where possible, this helps us with our staffing and the teachers whilst planning the lessons. What to expect when attending lessons at Prestfelde school pool. https://video.wixstatic.com/video/86552f_0516f49e3fd8405e8e33a771e360ad73/1080p/mp4/file.mp4

How long will it take my child to learn to swim? Every child has the potential to learn to swim. Progress is personal, and we will always support your child at their own pace. If your swimmer finds a particular skill challenging, we’ll work on the progressive steps of that skill until they’re confident and able to achieve it. From your online portal,(https://mer-finswim.swimphony.io/member/login) you’ll have access to a real-time view of your child’s progress through the Swim England Learn to Swim Framework.(https://www.swimming.org/learntoswim/swim-england-learn-to-swim-framework/) Some children progress quickly and take naturally to the water, while others take a little longer—and that’s completely normal. Our approach is centred on individual development, allowing each swimmer to reach their full potential without pressure. Children learn best through play and repetition. Play-based learning encourages curiosity, creativity, and confidence, while repetition helps reinforce key skills and build muscle memory. In swimming lessons, this approach allows children to develop essential techniques at their own pace in a fun, engaging, and supportive environment. Although it may appear to a spectator as simply having fun in the pool—such as retrieving toys or balls—these activities are carefully designed to promote key swimming skills. For example, reaching for objects in the water helps develop the correct body position for front crawl and encourages the arm extension and pull needed for an effective front crawl stroke. Stages and Progression pathways • Mer-Babies (0–3 years): Our parent & child classes introduce little ones to the water in a fun and safe way. We cover FOUR Discovery Ducklings stages during this time. • New & Nervous swimmer (Parent & child class) covering Duckling Stages 1 & 2 (3– approx. 4 years): These levels build water confidence, safety awareness, and a love for swimming. We cover Ducklings stages 1 & 2 during this time as well as two complimentary awards (I CAN...Blow Bubbles & I CAN... Enter the water safely awards), fully instructor lead with parents assisting their swimmer in the water. • Duckling Stages 1 & 2 (3– approx. 4 years): These levels build water confidence, safety awareness, and a love for swimming. We cover Ducklings stages 1 & 2 during this time as well as two complimentary awards (I CAN...Blow Bubbles & I CAN... Enter the water safely awards), fully instructor lead with no parents in the water. • Duckling Stages 2 & 3 (4– approx. 6 years): These levels build further on water confidence, safety awareness, perfecting body position and achieving their first 5m unaided swimming distance award. We cover Ducklings stages 2 & 3 during this time as well as two complimentary awards (I CAN...Jump in & I CAN... Enter, Turn & Return awards), fully instructor lead with no parents in the water. • Learn to Swim Stages 1–7 (approx. 5years and above who can swim 5m unaided): These stages build on the foundations of the Duckling levels, focusing on developing strong swimming strokes and skills, fully instructor lead with no parents in the water. There are 7 complimentary awards attached to these stages which include Water Skills 1 to 6. • Learn to Swim Stages 8–10 (swimmers who have completed stage 7 and want to further develop their skills and technique): This class is designed for swimmers who have or are close to achieving their stage 7 award (Swim England or equivalent) and are looking to further develop their technique, skills and stamina with a view to participating in a swim club/compete in galas. • Rookie Lifeguard Programme (approx. 8years and above who can swim at least 20m unaided): The programme focuses on lifesaving skills, personal survival, rescue techniques, teamwork and problem-solving, while continuing to improve fitness and water confidence. It is ideal for swimmers who are interested in learning how to stay safe in and around water and who may wish to progress towards future lifeguard training pathways. Developed by the Royal Life Saving Society UK in partnership with Swim England, the Rookie Lifeguard Awards offer parents the comfort of knowing their children are aware of how to avoid dangers and enjoy the water safely. The Bronze, Silver and Gold stage awards ensure children have a solid safety education, and have learned rescue and resuscitation techniques. Your children can enter a course at any point during the stage and progress at his or her own speed. The Rookie Lifeguard Awards programme also includes a Water Safety Awards As swimmers move up through the stages, the difficulty increases. This means higher stages may take longer to complete—but this does not mean your child isn’t progressing. It's normal for swimmers to experience a plateau in their progress. Learning to swim is a journey, and sometimes children need time to consolidate skills before moving forward. With continued patience, support, encouragement, and practice, progress will follow. Safety and Lifelong Skills Safety is at the heart of all our teaching. Your child will not only learn how to swim, but also how to stay safe in and around water, while developing a lifelong enjoyment of being active. We regularly run dedicated water safety lessons, where children safely practise skills such as “falling in,” experiencing what it feels like to be rescued by a lifeguard, and understanding how to stay calm in unexpected situations. During these sessions, swimmers may even wear pyjamas, simulating real-life scenarios where they might fall into water fully clothed. They’ll also learn how to respond if someone else is in trouble in the water, helping to build both confidence and awareness that can last a lifetime. Assessments and Moving Up We carry out ongoing assessments every lesson. If your child is ready to move up a group or to lane swimming at stage 5—even before a term ends—we’ll speak with you. Sometimes, this may involve a change in time, day, or venue to ensure your swimmer is placed in the most suitable class for their level.

At Mer-Fin Swim, we work towards the Swim England (https://www.swimming.org/learntoswim/swim-england-learn-to-swim-awards-1-7/)Learn to Swim Stages 1–10 Awards, as well as Rainbow Distance Awards, Water Safety, Duckling, and Discovery Duckling Awards. Each stage also contains complimentary awards - designed to celebrate steps in their swim progression. When your child achieves a stage, distance milestone or a complimentary award, you will receive an email notification informing you of their success, along with an invitation to order their badge and certificate to celebrate their achievement. We pride ourselves on maintaining a varied, fun, engaging, and challenging swimming programme that supports every swimmer’s development. How Do You Keep Track of Swimmers’ Progress? Our instructors use electronic tablets to mark attendance and view or record each swimmer’s progress during lessons. As a parent, you can access this information anytime through your online portal,(https://mer-finswim.swimphony.io/member/login) allowing you to stay up-to-date with your swimmers journey. We aim to update our swimmers' progress at the end of each teaching day. However, please be patient with updates, as there may occasionally be delays due to instructor availability or scheduling. Stages and Progression pathways • Mer-Babies (3months–3 years): Our parent & child classes introduce little ones to the water in a fun and safe way. We cover the following stages/awards in these classes: Discovery Ducklings 1, 2, 3 and 4 • Duckling Stages (3– approx. 5 years): These levels build water confidence, safety awareness, and a love for swimming. We cover the following stages/awards in these classes: Ducklings 1, 2, 3 and 4 plus a bronze Pre-School medal at Duckling 4 completion. There are also four complimentary awards across the four stages. • Learn to Swim Stages (approx. 5years and above who can swim 5m unaided): These stages build on the foundations of the Duckling levels, focusing on developing strong swimming strokes and skills. We cover the following stages/awards in these classes: Stages 1, 2, 3, 4, 5, 6 and 7 plus a Silver learn to swim medal at stage 7 completion. There are also seven complimentary awards across the seven stages. • Development Squad: This class is designed for swimmers who have or are close to achieving their stage 7 award (Swim England or equivalent) and are looking to further develop their technique, skills and stamina with a view to participating in a swim club/compete in galas. We cover the following stages/awards in these classes: Stages 7, 8, 9 and 10 plus a Gold Elite swimmer medal at stage 10 completion • SEN stages 1:1 or specific group (3years and above): These classes are designed for swimmers with additional learning or physical needs. We cover the following stages/awards in these classes: Alpha Step 1, 2 and 3 Distance Testing Opportunities Distance tests are often included as part of regular lessons, particularly during Front Crawl Week rotations. Specific distance awards complement the stages being worked on, as outlined below: Duckling stages 3 & 4 & Stage 1: • 5 metres Stage 2: • 10 metres Stage 3: • 15 metres Stage 4: • 20 metres Stage 5: • 25m • 50m Stage 6: • 100m • 200m • 400m Stage 7: • 600m • 800m • 1000m 💡 400m+ distance within a 30 minute lesson is achievable during a specific distance test week Development Squad (1-hour lane swimming): • 1500m • 1 mile • 2000m We ensure swimmers are only assessed for distances they are developmentally ready for in line with their learn to swim stage, with proper technique in line with Swim England standards and confidence. Distance awards are a fantastic way to celebrate progress and build motivation. Below is Swim England's awards poster. Please note there are some variations to when we award distances, this is mainly due to awarding distance awards in general and not for individual strokes. https://static.wixstatic.com/media/86552f_7913b2f491764b77ad95b7b92cc025e6~mv2.png

I need someone else to bring my child to their next lesson, do I need to tell you in advance? You do not need to let us know if another guardian brings/collects your swimmer, as long as your child is happy and we can see that they know the person looking after them. Can I bring my family & friends to watch the lessons? This can differ from venue to venue depending on spectators spacing availability and any restrictions that are in place at the time. Please check your online portal (https://mer-finswim.swimphony.io)for any restrictions, however we do advise to keep spectators to a minimum to help avoid congested changing rooms, poolside and any other communal areas within the venue. Additional spectators can also have a negative effect on your swimmer as they will be tempted to look for/at them during their lesson. We all want your swimmer to be listening to their instructor and learning.

We operate 3 terms per year, in line with most school terms. • Winter Term: September to December • Spring Term: January to March • Summer Term: April to July We do not swim during school holidays or bank holidays. Each term usually includes between 10 and 15 lessons, depending on the calendar. You can view all lesson and holiday dates in your online portal.(https://mer-finswim.swimphony.io/member/login)

Yes! We aim to offer intensive swimming courses during the school summer holidays. These are additional and optional and not included in your regular term-time lessons. Course dates vary each year based on pool availability. We send out details of these courses via email to customers with a Swimphony account who have opted in to receive marketing emails. You can check and amend your marketing preferences at any time by accessing 'Profiles and Preferences' in your online portal.(https://mer-finswim.swimphony.io/member/login) https://static.wixstatic.com/media/86552f_e7f38ccdcccb44dbbc30f2a8b36ddeab~mv2.png Summer SPLASH intensive courses (held during August) are usually available to book online (https://mer-finswim-bookings.swimphony.io/online/dashboard)towards the end of June each year.

All of our lessons are automatically re-enrolled each term, so you do not need to book again or notify us if you wish to continue lessons. You may receive a ‘lesson move’ email notification, which can occur if your swimmer moves up a stage or if there is a change in lesson times due to scheduling adjustments. We strive to keep any changes as close as possible to your original booking. If you decide not to continue lessons with us for the upcoming term, we will send an email to all customers prior to the end of the current term, detailing the cut-off date to cancel your re-enrolment. Please note, cancellations must be made by email—(https://www.mer-finswim.co.uk/contact)this cannot be done through the online portal. As per our terms and conditions - 4-weeks notice MUST be given upon notice to cancel places in our sessions.

We understand that there can often be confusion regarding the use of changing rooms, particularly in facilities that do not have a unisex changing village. To assist you, we have provided the following chart to clearly outline the changing room arrangements and help ensure a smooth and comfortable experience for all. Please see the flowchart diagram for which changing rooms should be used and when. Please note that: • there should be no occasions where female adults are present in the male changing rooms; and • there should be no occasions where male adults are present in the female changing rooms. *The disabled toilet/changing room is available for use in exceptional circumstances. https://static.wixstatic.com/media/86552f_b78e6612021c466490ce797fdce71d75~mv2.png Please feel free to contact us (https://www.mer-finswim.co.uk/contact)if you have any queries about this policy.

To cancel your place in Lessons, you must provide Mer-Fin Swim with not less than 4 weeks’ written notice by email to admin@mer-finswim.com. Any Lessons which are due to take place during this notice period are still chargeable, whether or not attended, and payment for such Lessons are immediately due when you give notice. Where there has been a deposit paid, your final fee will be deducted from this. Any outstanding credit can be used against future lessons with no expiry or can be refunded via faster payments directly to your chosen bank account upon request.

Please note that while we strive for consistency, we cannot guarantee the same swim teacher each week. Teachers may occasionally change due to holidays, illness, or other unforeseen circumstances. Rest assured, all our lessons are delivered by fully qualified and experienced instructors. When you book a lesson, you are paying for instruction from a professional swim teacher, not for a specific individual. All classes have a regular allocated teacher. Unfortunately, we are not able to provide individual notifications as to which instructor will be teaching each week. With over 650 swimmers across four sites, the administrative burden of doing so would be too great. However, your class’s regular teacher will be reflected in your online portal. Any changes to the time of your swimmer’s lesson will always be communicated to you via email in advance. Can we request specific teachers? We understand that swimmers and parents often build great rapport with individual teachers; however, we are unfortunately not able to accommodate requests for specific instructors. There are many reasons why teaching staff may change at the half-term point or at the end of a term, including scheduling changes, teacher availability, staffing across multiple sites, and internal planning needs. While we always aim for continuity where possible, this is not always something we can guarantee term after term. That said, we are happy to receive requests noting a positive relationship between a swimmer and a teacher, and we will take this into consideration during the scheduling process at the start of each half-term or term.