Safeguarding Policy
Last updated: 3 July 2026
Next scheduled review: 3 July 2027
Our Core Commitment
Windsor Lakes is committed to providing a safe, positive and child-centred environment for children and young people who visit the site, use our facilities, attend events, make bookings, or take part in activities delivered through Windsor Lakes and our related trading brands.
The welfare of children and young people is paramount. Safeguarding is everyone’s responsibility, and any concern about a child or young person must be taken seriously, handled sensitively and acted on promptly.
This public statement applies to all participants and visitors under the age of 18 and to everyone working for or on behalf of Windsor Lakes, including staff, instructors, coaches, water-safety staff, cable operators, boat crew, contractors, volunteers, photographers, suppliers and event partners.
Windsor Lakes is the wider site for related trading brands including Plastic Playground Wake Park, Splash Kingdom Windsor and Windsor Open Water Swim. Some bookings, facilities, site access, activities and customer services may involve more than one brand or team. Safeguarding concerns must still be reported promptly and must not be ignored because more than one team or brand is involved.
Key Site and Media Rules
Children and young people must be able to use changing areas and toilets with privacy and dignity.
Mobile phones, cameras and recording devices must not be used in changing areas or toilets.
Staff will not enter changing spaces used by children unless there is a clear safety, emergency, cleaning, welfare or safeguarding reason. Where practicable, two adults will attend together.
Official photography or filming involving children must be authorised by management and must follow site media rules, consent or opt-out arrangements, and safeguarding expectations.
Children will not be identified in promotional material by full name, school, contact details or other unnecessary personal information without appropriate consent and a clear reason.
Staff must not contact children through personal social media, private messaging, personal phone numbers or private email, except where expressly authorised for a legitimate operational purpose and with parent or guardian involvement where appropriate.
Physical contact with a child must be limited to what is necessary, proportionate and appropriate for instruction, coaching, water safety, rescue, first aid, welfare or immediate protection.
Water Safety and Operational Controls
Windsor Lakes activities and facilities may involve open water, marked swim areas, Aqua Park structures, cable systems, boat-towed rides, paddlesports, entry and exit points, water-safety arrangements, changing facilities and event environments. Safeguarding is considered alongside operational water safety.
Children must not be left unsupervised in activity areas, swim areas, Aqua Park areas, towable ride areas, paddlesport areas, waterfront areas, changing areas or other restricted areas where our activity rules require parent, guardian, responsible adult or staff supervision.
If a child goes missing from a session or expected area, our team will alert the duty manager, check relevant activity areas, water zones, entry and exit points, waterfront areas, changing areas and facilities, coordinate with water rescue where relevant, and contact the parent or guardian where appropriate.
If a child is not collected at the expected time, staff will keep the child safe, attempt to contact the parent or guardian and emergency contact, and escalate the matter to senior management, children’s social care or the police if necessary.
How to Raise a Safeguarding Concern
You do not need proof that harm or abuse has occurred in order to raise a concern.
If you are worried about a child or young person at Windsor Lakes, please speak to a member of staff, the site duty manager or the Designated Safeguarding Lead as soon as possible.
You can also contact us by email:
Please mark the subject line clearly as “Safeguarding Concern” so it can be escalated appropriately.
If a child is in immediate danger, has suffered serious harm, is missing in dangerous circumstances, or a crime is in progress, call 999 immediately.
NSPCC Helpline for adults: 0808 800 5000
Childline for children and young people: 0800 1111
How We Respond to Concerns
Where a safeguarding concern is raised, we will listen, take it seriously, consider immediate safety needs, record relevant information, and share information only with people or agencies who need to know in order to protect a child, manage the concern or meet legal obligations.
Where appropriate, we may contact parents or guardians, emergency services, the police, children’s social care, the Local Authority Designated Officer, safeguarding partners, insurers or professional advisers.
We will not promise confidentiality where a child may be at risk of harm.
Records and Data Protection
Safeguarding information is handled carefully and stored securely. Access is restricted to those who need the information to protect children, manage a concern, or meet legal, insurance or regulatory obligations.
Safeguarding records may be retained for longer than ordinary customer booking records where necessary, particularly where a matter involves a child, a potential legal claim, an insurance matter or a statutory safeguarding process.
Personal data is handled in accordance with our Privacy Policy and applicable UK data protection law.