KOOSA Kids Ltd

My daughter has been going to Birch Hill for a few years and she really enjoys it. The employees are very good, supportive and fun. She always tells me about her day and what she did. However, Koosa loses a star due to their strict policy in refunds and the lack of flexibility in changing sessions due to an illness. The policy is you need to give 14 days notice for illness, how would I know that my daughter would be poorly, I would call immediately but that won’t be 14 days in advance. 50% credit note if you’re unable to attend for whatever reason. I appreciate you need to have policies etc but it’s very poor that there is no flexibility. Customer Service is shocking, omg do they like to chase £1!!! They will bombard with calls and vmails. If they improved this side of the business, it will be 5 stars.

Koosa Kids Club was exceptional for my son during the Easter holidays - great variety of activities and a set of nurturing, caring and fun staff. I wouldn't hesitate to recommend it.

Wonderful, caring staff and my daughter has such fun! I can't speak highly enough of the Koosa after school club my daughter attends. She simply adores the staff and loves all the activities they put on. Makes it a little easier to go to work, knowing she's having a great time after school.

Great after school club! My son was happy there and the team running it are fab. I found the back office team helpful, and very cheerful. I mostly dealt with Lorna who was always able to help me out with whatever it was I needed help with. Overall, I’ve have had a positive experience and would recommend.

My daughter attended Hook School summer kids club this year and loved every minute! Staff were friendly and attentive, both with myself & my daughter. I'd highly recommend KOOSA to everyone with kids of school age.

WARNING - DO NOT SEND YOUR CHILD(REN) HERE!Booked our reception age children on their autumn half-term holiday club to attend Koosa Kids at Knaphill Lower School, Woking. Unfortunately Koosa kids failed to provide adequate care through their lack of appropriate supervision and total failure in alerting us of a serious incident involving one of our children.One of our children was inappropriately physically harassed by two other children at the club. An older boy asked our reception age child to kiss his younger sibling on the lips, neck and private parts. Our daughter informed us that the older boy also asked her to kiss him also. This is currently being disputed by Koosa Kids, who now claim that the incident only involved one other child, contrary to what their initial report states and also what our daugther has also told us on numerous occasions as well.Koosa kids also failed to inform us as soon as the incident took place nor did they think to thoroughly explain the incident in details to us during pick up. They simply handed a form then, asking us to sign it without any sort of debrief.We've been advised that the case has now apparently been escalated to their safeguarding department, pending investigation.I am sharing my experience, to make other parents aware of the serious safeguarding issues at this establishment, truly beyond me how they could possibly be rated as 'Outstanding' by Ofsted.

We do not use this kids club very often. The main reason is my daughter get bored easily. To be fair, the cost is low. However, it is not a good place to go if your kids have any health concerns and carry any emergency medicine. Unlike many other clubs, they require your GP to fill up a form regarding the information of the medicine and if your GP recommend any training, you will unlikely to get it sorted within a short period of time. I learnt my lesson by spending three days trying to sort this out, Finally, I have to give up! No refund.

Having booked my daughter to be in after school club this Tuesday and Wednesday at Wellington Primary, we discovered both myself and my daughter have covid. I called up to ask whether we can use the childcare on a different day or receive a refund. I was told in no uncertain terms that this is not possible. This policy is outrageous. Had you of opened these spaces up, I have no doubt that they would be filled. Instead, you have taken money for a child that you are well aware won’t be attending.The person who took my call was incredibly rude and constantly spoke over me, not only that but she also told me that my covid positive child can in fact attend school. This is actually incorrect as confirmed with Wellington school. I wonder how regularly you are taking money for childcare that actually isn’t being received? I have given 24 hours notice and in Wednesdays case, 48 hours notice. Plenty of notice for you to be able to fill the space.*Adding to this, it’s been over a week with no response to the email we have sent. So even worse customer service.

What a shame there isn’t an option for zero stars, 1 star is far too generous.I arrived to collect my daughter & son to be told my son had been bitten by another child. The excuse from his group leader was “the child who bit your son is 4 and hasn’t started school yet, so he hasn’t been told it’s wrong to bite”. Firstly there is no excuse for that behaviour, let alone a laughable pitiful excuse as the one I was told.When I saw how horrendous the “bite” was (my husband thought he’d been bitten by a dog when I sent him the photo) I was on the phone to head office before we even got in the car. There was no apology, no shock and I was made to feel dramatic when I said my children would not be returning, I wanted a full refund and I wanted a senior member of staff to call me immediately.Only when I got home and examined my son further, it transpired there was not one bite mark, but in fact three. The other two apparently they had no knowledge of, which begs the question where and what the staff were doing when my son was being attacked by another child.After a week of constantly hounding them for a refund did we only get our money back, oh and the child that did this to my son is still attending but on a “report”. You had a duty of care to my son which you totally failed in. Lee Partner your company is a total joke and all the children under your care are at risk. I have a crime reference number, I’ve reported you to hart council, courtmoor school and ofsted. If I can stop another child being hurt than it is worth it. So if you’re thinking of sending your child to Koosa kids, the answer is simply DO NOT.

Of all the holiday clubs and after school clubs we have used, KOOSA kids is an absolute nightmare. The children are kept inside for an hour when they arrive at after school club everyday, after being stuck inside most of the day. They are brought back in soon after over the winter. Indoor toys are often cleaned up long in advance of pickup so the staff can leave exactly at 6. The children are then stuck inside without the things they want to do. The staff are often very punitive and shamming, insisting on dead straight queues before kids can go outside. You need to give them months of notice to cancel sessions and even if someone else wants your space they aren’t allowed to take it for the same amount of time. There is no refund if you need to change any booking and no one else can use the booking even if you can’t attend. Head office handles of all complaints in a computer says no fashion. Our after school sessions were completely full but now a lot of parents have withdrawn their children because of the issues above or the children don’t want to go as it just isn’t fun for them. The priority seems to be maximum profit with the least accommodation for children and parents alike. If your school is considered KOOSA kids as an option just say no. There are so many other amazing clubs available.