This article includes the following advice and information to keep you safe and secure during your stay:
- Your need-to-know info
- Keeping you safe and secure
- Other useful information
Your need-to-know info
Our holiday homes are equipped with well serviced and gas safety tested water heaters and boilers. In the unlikely event of no hot water or heating, please call Reception or our Security Team.
Our caravans do not have a suitable power supply for charging electric vehicles. Using certain electrical appliances or using too many at the same time may trip your electrical fuse box. The fuse box is in the wardrobe in the master bedroom and all switches should be in the ‘up’ position. If they are all in the ‘up’ position and the electric still doesn’t work, please let us know so that we can restore it for you as quickly as possible.
Some caravans will be fitted with an electric fire and the controls will be on the front or side of the fire. Please make sure the power switch is at the ‘on’ position.
When you arrive, you’ll find that the fridge is turned to setting 1. To help us save energy, we’d appreciate it if, on your departure, you could turn it back down to this number. As a guide, setting 3. Is usually the most effective. If you have a freezer box, you’ll also need to adjust the fridge temperature for it to freeze correctly. Please leave room within the fridge for the cool air to circulate.
Should your gas supply run out during your stay, please contact Reception or our Security team, and we’ll get it restored as quickly as possible.
Some gas cookers have a glass lid that needs to be pushed fully up against the wall before lighting the cooker. There’s an on/off switch for the ignition above the work surface, so if the cooker doesn’t seem to work, please check this is set to the ‘on’ position. To light the gas or oven, press the control knob and turn it, pushing the ignition button at the same time – you should hear a ticking noise. Once it’s lit, hold the control knob in for ten seconds, release it and change the temperature.
To light your gas fire, push in the gas control knob and turn anticlockwise rapidly (you’ll hear two clicks). The fire should now be lit. You can view the main burner and pilot through the small round hole in the chrome trim, just in front of the radiant.
WARNING: please do not get too close to the fire.
Central-heated holiday homes often have a flat, light switch-sized panel labelled ‘touch’. Touching this small panel will activate the central heating. Some models of holiday home may have electric wall heaters that are controlled by a switch on the heater itself, and a switch on a nearby wall, while others may have the dial on the boiler. Please call us if you’re unsure which type you have.
Master light switch
In some of our holiday homes there’s a master light switch that can turn all the lights on or off – this can usually be found next to the front door of the caravan.
Oven and grill
To light the oven or grill, open the door, and turn the gas flow switch to low. Push the gas switch in, press the ignition switch, and keep the gas switch pushed in for a few seconds – the appliance should be lit and the gas flowing freely. You can now turn the oven or grill to your required temperature.
We check our smoke and carbon monoxide detectors regularly, but if either starts to bleep intermittently, please let us know immediately so that we can check them and change the batteries if necessary.
If your TV isn’t turning on, check to see if it’s switched on at the wall (and also that the power button is switched on). Let us know if the batteries for the remote control need changing, and please leave it in a handy place for the next guests.
Remember to familiarise yourself with our ‘Keeping you safe and secure’ information, also found in this leaflet – this will give you all the valuable information you need to stay safe and have a brilliant holiday.
Keeping you safe and secure
We want you to have the best time ever while you’re with us. This information is all you will need to know about the park safety and other helpful information – stick to it and everyone will have fun. And we’ll feel happier knowing you’re ok.
Keep to the speed limit – normally a 10mph speed limit applies on the park, however there may be exceptions. For the safety of everyone please adhere to the speed limit shown.
- Similarly, anyone driving or travelling in motor vehicles must wear a seat belt. Children must be in suitable car/booster seat or wearing a seat belt and not travelling on the adult’s lap.
- Car parking – take care when parking your vehicle. Always use designated parking bays in car parks/ or allocated bays for your accommodation. Ensure you do not leave your vehicle in a position where it will block site or emergency vehicles from accessing areas of the park.
- Please be aware that there may be large vehicles – (including delivery vehicles) – moving around the park. Whilst we have taken every precaution to minimise the risk of an accident during these times, extra care should be taken around delivery areas.
- During colder months, the park may experience icy conditions. The main roads and access routes to accommodation and facilities will be treated as soon as reasonably possible. Please use treated areas and report any areas that need further treatment to Reception.
- You are on public roads – all roads within the park are subject to the provisions of the Road Traffic Act. It is an offence to drive or be in charge of a motor vehicle while under the influence of drink or drugs, and also to drive dangerously. This applies to all public places here, including car parks.
- Never park on caravan bases and beware of gas, electrical and other service connections to caravans.
- All vehicles are parked entirely at owner’s risk.
Electric Scooters/Segways/Hover Boards
We want you to have fun whilst on holiday with us, but we need to ensure that we keep you safe on our parks.
In line with government legislation and in accordance with health and safety advice, private use of electric scooters, Segways, hoverboards and balance boards are not permitted on any site.
These items are not to be used on park outside of a Bourne organised and supervised leisure activity.
Before entering the swimming pool
Children should be encouraged to use the toilet before entering the swimming pool. Please shower before using the swimming pool. To avoid putting other bathers at risk of infection, we do ask that anyone who has had a gastro-intestinal illness or diarrhoea in the last week does not use our swimming pools until they are a week clear of the illness.
Children under eight and non-swimmers under 14
A responsible adult must accompany any child under the age of eight years old and any child who is a non-swimmer under the age of 14 years old.
The adult must remain in the water with the child at all times. An adult may not accompany more than two children at any one time.
All children, as highlighted above, are required to wear a site-issued orange wrist band whilst using our swimming pools.
In and around the swimming pool
Children using swim aids, such as armbands, must be constantly supervised by a responsible adult. Any person suffering with a heart condition, back injury, under the influence of drugs or alcohol, or pregnant are not permitted to use the flumes or slides at any time. Height restrictions will apply for flumes or slides. Check before use.
Non or weak swimmers must not go out of their depth.
All pools are provided with fully qualified lifeguards who are there for your safety – please follow their instructions at all times.
Electrical - Switch off all appliances when you are not using them. This is especially so at night, but also when out of view during the day. This includes items such as mobile phones, iPads/tablets and e-cigarettes. Always use an approved, product suppled power lead.
Heating – to prevent fire from starting, do not cover any appliances provided for heating in your accommodation.
Take care when positioning mobile cots in your accommodation. Please keep them away from hot surfaces/heaters and do not position them where they might block an escape route. Never place beds (including fold-out beds) or bedding near a fire at any time.
If you are staying in a caravan, please ensure the gas fire is turned off when you are using the fold-out bed. Please refer to ‘gas safety’ below for details on the operation of gas appliances.
Cooking – Ensure all cooking activities are correctly supervised and not left alone. Deep fat frying should be avoided.
Naked Flame - Use of candles or naked flame products are prohibited
Storage – During your stay, do not store any items inside your water heater or boiler cupboard
Fire doors – Where provided for your safety, do not hold or prop open self-closing fire doors. Care should also be taken with young children to prevent finger traps when they close.
Fire detection – Fire detectors are provided for early warning of a fire situation, do not interfere with the fire detector. If it appears not to be working correctly, please let us know.
BBQ Safety –
Given the extreme prolonged hot weather and potential fire risk, we have taken the decision to stop selling disposable barbecues in our park shops. This is effective immediately. Until further notice, Haven is also discouraging all our guests and Owners from using disposable barbecues due to the potential fire risk. Thank you for your cooperation as we try to minimise any risk during this extremely hot and dry weather.
What to do in the event of a fire
At the beginning of your stay, please make yourself aware of your evacuation point that corresponds to your accommodation unit. This can be found on the Fire Action Notice placed on fire boxes located in your accommodation area.
If you discover a fire, alert other people in your accommodation and evacuate immediately.
Raise the alarm by contacting Reception, the park’s out-of-hours emergency telephone number located on the Fire Action Notice at the external fire point, or 999.
Alert adjoining accommodation if it is safe to do so.
Never put yourself or anyone else in danger if using any of the firefighting equipment provided. If in doubt, get out.
You are not encouraged to fight the fire yourself.
Do not waste time collecting personal items, and do not put yourself or anyone else in danger.
Do not re-enter your accommodation for any reason. Only re-enter when instructed by the site team.
Only smoke in the designated areas provided, discarding your cigarette waste correctly using the ashtrays provided.
All general waste should be appropriately discarded using the general waste bins provided.
Please do not block fire exits and walkways with belongings or move your seats in such way to obstruct routes to the emergency exits.
What to do in the event of a fire
We have fully trained team members to assist you in the event of fire alarm activation. If the alarm sounds, leave the building using the nearest available exit and follow the instructions given by our team members.
If you discover a fire, activate the nearest ‘break glass’ or tell a team member where the fire is before leaving the building.
Do not attempt to tackle the fire yourself.
Never stop to collect your personal belongings.
Never re-enter a building unless you are told to do so by a member of the park management team.
Operation of gas appliances
The following advice covers the main points you need for the safe operation of gas appliances.
If you have any doubt or you require further detailed instructions please contact Reception.
- Fire - To light the fire, press and turn the gas flow knob to low (which is the first position), and press the spark igniter button at the same time. In some models the igniter is incorporated into the gas control and operates automatically when the gas flow knob is turned. When the appliance is lit, release the igniter and hold the gas flow knob for 20 seconds before releasing. Finally, adjust the heat to the required setting.
- General – If the fire, hob, oven or grill does not light or they go out, return the settings to OFF, wait for two minutes, and start again using the above instructions. If the appliance still fails to ignite, contact Reception.
- Hob – To light the hob, turn the gas flow knob to low and hold it down before lighting the corresponding ring or by using the electronic igniter button. Some models have an automatic ignition that lights the hob when the gas flow knob is turned and held down.
- Oven and grill – To light the oven or grill, open the door and turn the gas flow knob to low, then press and hold the gas release button downwards before lighting the cooker or by using the electronic igniter button. Hold the gas flow knob for 20 seconds before releasing. Finally, adjust the flame as required and close the oven door when the burner has ignited. Do not close the grill door whilst the grill burner is alight. This advice applies equally to models with and without gas release buttons.
- Water heater or boiler – This appliance should be lit for you and set so that no further adjustment is needed. If you cannot see a pilot light from the front of the appliance, or no hot water comes from the taps, contact Reception and someone will come and relight the appliance for you.
If you are staying in a caravan, ventilation has been provided in the roof and the floor to allow gas appliances to operate safely and to allow products of combustion to escape. Please do not cover the ventilation under any circumstances.
What to do if there’s a gas leak
- Evacuate the accommodation, opening windows and doors as you go. Turn off the gas supply which will be located outside the accommodation.
- Report it to Reception or Security immediately – don’t hope that someone else will.
- Don’t smoke or use naked flames.
- Don’t turn any electrical switches ON or OFF.
- All caravans are fitted with Carbon Monoxide (CO) monitors that are checked regularly. Should a CO monitor activate, evacuate the caravan and report the activation to Reception.
External balconies and staircases
The external apartment balconies and staircases are checked regularly by our team to ensure they are in good condition, however, please note that they may still become slippery when wet and so it is advisable to use the guide rail when walking up and down the stairs.
Caravan steps railing
When using caravan steps in wet conditions it is possible that they may become slippery. It is advisable to use the guide rail provided when entering and leaving the caravan
The rails on caravan steps are guide rails only and are not full weight bearing rails
If there are cooking appliances in your accommodation, they are probably different to those you have at home. Please take care when using them and ensure food is thoroughly cooked before it is served.
Please take care when other water sources are being used, as the water temperature of the shower can fluctuate.
Bathroom Heated Towel Rails
Some of the towel rails within guest accommodation have adjustable temperatures dials which enable the temperature to be increased and decreased to a setting to suit individual requirements. Please exercise caution when first increasing the temperature.
Inflatables and Windbreakers
We do not allow inflatables around the park. Windbreakers can be used, as long as they are taken down before nightfall or if you leave the site.
The curfew on music is 11pm. Please be considerate of other park users at all times , and at night time please keep noise to a minimum so you do not disturb other who are trying to sleep.
- We have fully qualified first-aiders who can provide assistance in the event of an accident.
- Please let us know about any accident you have as soon after it’s happened as possible.
- If you or a member of your family is suffering from symptoms such as diarrhoea and/or vomiting, please stay in your accommodation and contact us at Reception. In these times of varied and frequent viruses it is important that the highest standards of personal hand hygiene are maintained.
Out and about
- Should this be your first visit to this holiday destination we advise that, if you venture out, you should familiarise yourselves with the surrounding area paying particular attention to road layouts as well as natural features such as rivers and streams, lakes and steep slopes.
- If you visit local beaches, please pay special attention to any beach safety rules that maybe in place, and any hazards in the local environment; including coastal paths, slopes or cliffs.
- Should any of your party be returning to park after dark, we advise that you should do so via defined, well-lit routes and pavements and, where appropriate, utilise the local bus and taxi services.
Please make sure that the whole family is familiar with the park layout and the location of your accommodation.
All children under eight must be accompanied by a responsible adult at all times while on park.
If you become separated from your child, please report to Reception immediately.
Children’s play areas are unsupervised by park team members, so children must be properly supervised in these areas at all times by a responsible adult.
Indoor soft play areas are cleaned and inspected regularly for the safety of children. If your child is sick or experiences diarrhoea in one of these areas, please let us know so that we can clean the area properly and keep it safe.
Please note that accommodation windows may not be fitted with safety catches as they may be used as emergency exits.
- There are likely to be ponds, lakes, rivers and other open water features both on and around the park. In many cases these features have been enhanced to provide you with a pleasant and attractive environment. Please ensure children are properly supervised in these areas at all times. The location of most water features can be found on your park map, so please take a moment to familiarise yourself with them.
- The park will often play host to a number of wild birds. In the interests of their safety and yours, please do not feed them.
- Our parks have a 24/7 Security team who are here to protect you whilst you enjoy your holiday.
- Please support them by reporting any concerns you have about your safety and security, including any suspicious person, activity, or vehicle.
- We ask that all our guests familiarise themselves with the Park Rules to ensure that everyone behaves with respect for each other.
- Please note that any criminal act will be reported to the Police.
Other useful information
Visit the Useful Information Guide for:
- Helpful Hints & Tips