Please select the relevant question to view the answer
How do I access my child's assessment scores?
Why is my child not on the register?
Can I drop my child off for swimming lessons and leave the building?
What happens if my swimming lesson is cancelled by Live Life Aberdeenshire?
Why am I paying for 10 lessons when there are 11 weeks until the school holidays?
What happens when I miss a session?
I missed my swimming lesson due to bad weather, will the lesson be credited?
How often will I receive an automatic email regarding swimming lessons?
How will I be notified when future payments are due?
Why can I no longer pay by Direct Debit?
I have forgotten my password for HomePortal, how do I reset it?
I tried to add a sibling to HomePortal, can I have my child's card ID?
You can access your child’s assessment scores via Home Portal. An activation link will be sent to your email address when you first book your child into lessons. This allows you to view your child’s progress throughout their learn to swim journey. Please check your junk folder in case the email has been redirected there. All the Learn2 emails will come from a no reply address: swimschool@aberdeenshire.gov.uk
A child may not appear if they have been booked into the wrong class or their account has not been topped up before their credits have run out. When the top up has not been completed, the system automatically removes the member from the class. Please speak to the centre staff to check.
As per our admissions policy under 8's must always be accompanied in the facility by a responsible adult. If your child is over 8 years old, we encourage you to ensure the lesson has begun if leaving the building (we will always inform you of cancellations however classes cancelled at short notice may have been missed). You must remain contactable in the event of an issue with your child.
The payment plan for lessons is now advanced payment of 10 lessons. The lessons have migrated from being run in blocks or terms to continuous lessons. This means that the lessons will run continuously with a break for the Christmas holidays. Future payments will always be for ten sessions regardless of which point in the school year you are paying.
We recognise that sometimes children are off school or unable to participate in swimming lessons due to illness, although we are not able to provide lesson credit or refunds in all cases, should your child fall into one of the categories below please get in touch and the team should be able to update and/or adjust your payments. Unfortunately we are unable to agree any credit or refund for absences for other reasons or time off for holidays.
Request for refunds due to absences will only be granted for the following reasons, a doctor's note will usually always be required to support the missed session(s) to be credited.
Our aim is, wherever possible to keep our facilities open to support our customers. Sites or sessions are only cancelled if there are staffing or facility issues.
We appreciate some of our customers live in outlying area, and travelling conditions in adverse weather are not idea, however if the facility is operating as usual, the LLA policy is not to refund when lessons are operating and available to customers.
When the member completes all the competencies assigned to a level, they have completed a badge. Members using the progress record can now request a sticker to add to the progress record and these can be collected from reception. Progress records are available to purchase at reception and are included in the Swim Aberdeenshire membership.
Members will receive notification (by email) when a space is available in the next level. Available spaces will be monitored on a weekly basis, so we will endeavour to keep the wait as short as possible. Members will stay in their current level until a space becomes available and the swimming instructor(s) will ensure any additional skills are covered.
Email triggers are sent for the following reasons (for every member):
Automated emails will be sent out when there are 3, 2 and 1 sessions remaining on your account. You can also check how many sessions are remaining on the members HomePortal.
If payment hasn’t been made before the final session commences, the member will automatically be removed from the class.
Unfortunately we currently don't offer a monthly direct debit for swimming lessons. The payment package associated with the direct debit prior to our new continuous programme and Covid-19 was a package built around a 40 week programme. We are in the process of creating a new payment package to suit our 50 week programme.
As soon as the member has achieved all the competencies the instructor will mark the member as ready to move. Members will receive notification (by email) when a space is available in the next level. Available spaces will be monitored on a weekly basis, so we will endeavour to keep the wait as short as possible. Members will stay in their current level until a space becomes available and the swimming instructor(s) will ensure any additional skills are covered. Movements can happen at any time during the year.
We do not issue our customers with membership cards. However, we can send you an activation link for the sibling. Click on the activation link and sign into the account with your previous email and password. The sibling will automatically be added to the account.
HomePortal will show you a history of all the classes the member has attended, when the member has moved to the new class and previous badges that have been awarded. The grades given for each competency are always live ie no previous grades are stored. If you wish to keep a regular record of your child’s grades, then this can be recorded on the progress record.
In order to keep attendance and assessment details up to date, the instructors will be using tablet devices. This ensures that at the end of every day the information is recorded on Learn2 and will be available for members on HomePortal. The camera function on each of the devices has been disabled.