Last updated: 3 July 2026

Next scheduled review: 3 July 2027

Our Commitment

Windsor Lakes is committed to providing a welcoming, respectful and inclusive environment for our customers, participants, visitors, staff, contractors and event partners.

We believe everyone should be treated fairly, with dignity and respect. We do not tolerate unlawful discrimination, harassment, victimisation, bullying, intimidation or abusive behaviour.

This policy applies to Windsor Lakes site access, customer services, bookings, facilities, activity packages, events, visitor services and day-to-day conduct at the site.

Windsor Lakes is the wider site for related trading brands including Plastic Playground Wake Park, Splash Kingdom Windsor and Windsor Open Water Swim. Some activities, bookings, facilities and customer services may involve more than one brand or team.

Equality and Inclusion

Windsor Lakes will not unlawfully discriminate because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.

We also aim to create a respectful environment for people with different backgrounds, experience levels, communication needs, family circumstances, caring responsibilities, neurodiversity, language needs and access requirements.

Everyone using the site is expected to treat others with respect.

Access to Activities and Services

Windsor Lakes aims to provide fair and inclusive access to site information, bookings, customer services, facilities, visitor services, activity packages, events and activities delivered through our related trading brands.

Activities and services may include cable wakeboarding, kneeboarding, water skiing, wakeskating, Aqua Park sessions, Banana Boat Rides, Ringo Rides, open water swimming, coached swim sessions, lake access, Stand Up Paddleboarding, paddlesports and related visitor services.

Some activities may have safety, operational, insurance, age, height, weight, swimming ability, riding ability, supervision, medical, weather, water quality, equipment or risk assessment requirements. These requirements are in place to help keep people safe and will be applied as fairly and consistently as possible.

Where a customer, participant or visitor needs support or an adjustment to access our services, we will consider the request properly and reasonably. Adjustments may include practical support with communication, booking, arrival arrangements, briefings, access routes, seating, signage or staff assistance, where this is reasonable and does not create an unacceptable safety risk.

If we cannot make a requested adjustment because it would compromise safety, safeguarding, legal compliance, emergency response, operational control or the rights and safety of others, we will explain the reason clearly where appropriate.

Behaviour We Expect

We expect staff, customers, participants, parents, guardians, visitors, spectators, contractors and event partners to behave in a respectful and inclusive way.

Unacceptable behaviour may include discriminatory comments, harassment, bullying, intimidation, threats, abusive language, sexual harassment, victimisation, exclusion, hostile jokes, slurs, or behaviour that makes others feel unsafe or unwelcome.

Discriminatory, abusive, threatening or unsafe behaviour may result in removal from the site, refusal of service, cancellation of participation, termination of a booking, reporting to police, or other action where appropriate.

Reasonable Adjustments

Disabled customers, participants, visitors, workers and applicants may need reasonable adjustments to remove or reduce barriers linked to disability.

Windsor Lakes will consider reasonable adjustment requests on a case-by-case basis. In a water-based activity setting, some requirements may remain necessary for safety, rescue arrangements, equipment use, supervision, water conditions, safeguarding, insurance or legal reasons.

Raising a Concern

If you have an equality, inclusion, accessibility, discrimination, harassment or behaviour concern, please speak to a member of staff, the site duty manager or contact us by email.

Email: info@windsorlakes.co.uk

Please include enough information for us to understand the concern and respond appropriately.

Concerns will be taken seriously and handled as fairly, promptly and confidentially as reasonably possible. Confidentiality may be limited where information must be shared to protect people, investigate a concern, comply with legal duties, safeguard children or adults at risk, or take appropriate action.

Review

This public Diversity, Equality and Inclusion Policy will be reviewed at least annually and earlier where there is a significant incident, legal change, operational change, complaint trend, learning point or management decision requiring review.

Next scheduled review: 3 July 2027