The real cost of a bad day in the leisure sector

For many leisure businesses, summer is often one if the busiest, most profitable times of year. Visitor attractions, restaurants, outdoor venues and heritage sites experience significant increase in footfall as families make the most of the summer holidays. 

But increased visitor numbers can also bring increased liability exposure.

According to Ecclesiastical data from 2025–2026, liability claims represent 21% of total settled claim costs in the sector, with slips and trips the leading cause reported. But the impact of an incident can stretch far beyond the claim itself.  

Reputation is also a major concern. For almost 73% of leisure leaders, negative customer reviews are the top reputational risk, with 59% concerned about the impact of a health and safety violation¹. So, one bad day can have a dramatic impact.

The simple answer is exposure. When more people visit a venue, there are more opportunities for accidents to happen. Busy walkways, queues, congested catering areas and temporary attractions can all increase the risk.

Add in staffing considerations, food spillages and unpredictable weather, and maintaining a positive customer experience becomes more of a challenge. 

The good news is that many liability claims are preventable with the right controls in place.

Before the busy season begins, completing repair and maintenance work can help ensure the venue is safe and looking its best. It is also a good idea to re-assess slip and trip risks against good practice guidance from Ecclesiastical or other organisations including the HSE. 

As leisure business rely heavily on visitor satisfaction, positive word of mouth and repeat bookings, reputational impact can be particularly significant. 

A customer who experiences an incident may not pursue a claim, but they may share their experience through online reviews or social media. These comments can influence future visitors and shape perceptions of the venue’s safety standards.  

Summer is an opportunity to engage with clients about meaningful risk management. Some useful questions to discuss include:

Have inspection routines been reviewed for peak visitor periods? 

Busy periods may require more frequent inspections of the busiest areas such as walkways, entrances, catering areas and outdoor spaces. Staff should know how to carry out effective inspections and keep accurate records including who completed the inspection, when it took place, what was inspected, whether the expected standard was met (e.g. walkways are clear of obstructions or contaminants), and any action needed. Any actions should be prioritised and time limited.

If your clients are taking on new staff during busy periods, slip and trip risk management should be included in their induction.

How long are inspection records and evidence like CCTV retained?

We see an average lag of 120 days from an incident occurring to a liability claim being made (Ecclesiastical claims data 2025-2026). In fact, liability claims can be made up to 3 years after the incident, making it harder for organisations to produce evidence that can defend their case. 

If your client thinks there is potential that someone will claim following an incident, ask them to contact you straight away. The sooner you/ the insurer is aware of the situation, the more advice they can give.

Are temporary attractions included in risk assessments?

Seasonal events and temporary structures can introduce new hazards. These should be reviewed before opening and any risks managed. Each event should be assessed for slip and trip risks, with an appropriate pre-opening check and routine inspections carried out when the event is open.

Are near misses recorded?

Near misses provide valuable insights into potential risks before injuries occur. Encourage staff to be alert for hazards that could cause slips and trips, and to sort or report them without delay.

Is there anything to learn from their customer reviews?

Online reviews can also highlight reoccurring issues. Looking for comments about maintenance. cleanliness, congestion or safety help provide early warning signs for areas that may need investigation. 

Effective risk management during peak season is essential for protecting both staff, visitors and profit. As visitor numbers rise, so does the potential for incidents that can impact safety, reputation and revenue. By taking a proactive approach and reviewing controls, learning from near misses and acting on customer feedback, leisure businesses can reduce claims, enhance visitor experience and achieve long-term success. Brokers have a key role to play in guiding these conversations and helping clients stay one step ahead of risk.

If you have any questions about risk management, you can contact our Risk Advice Line.

¹ Ecclesiastical Leisure Research, based on responses from over 750 leaders in hotel, restaurant and visitor attraction businesses.