FAQs

How do I set up a Tax Free Childcare account?

Please visit the HMRC website to find out if you qualify https://www.gov.uk/tax-free-childcare

Once you have set up an account you will need to authorise the payment to the nursery. Tax Free Childcare payments will need to reach the nursery before the 1st of each month. Please note that payments usually take 3-4 business days to reach our account from the date you authorise the payment.

What do I do if my direct debit fails?

The nursery will be in touch via automatic email and txt to let you know if your account is in arrears. You can make payments via the Parentzone app in the finance tab to settle your account. https://www.connectchildcare.com/information-for-parentzone-users/

When is my child eligible for Nursery Education Funding?

Children are entitled to 15 free government funded hours from the term following their third birthday. The nursery education funding covers 38 weeks of the year; however, the nursery allocates the funding over 51 weeks and splits it into three terms for those children who attend all year round. Details of the calculations and the amounts deducted each term are available on request. Children may qualify for 30 hours free government funded hours. Please go to https://www.gov.uk/apply-30-hours-free-childcare for more information

I would like my child to attend term time only, is this possible?

We offer Term time only places at Portland House Nursery and Holly Bank Nursery. Please contact the relevant nursery directly for further information.

I do not understand my invoice

Please click here for a guide to how to understand your invoice

How long is the waiting list?

If we are not able to offer you a place immediately we will send you a letter letting you know when we will contact you again to update you. Each nursery manages their own waiting list.

How much notice do I need to give when my child leaves nursery?

We require one month’s notice in writing when your child leaves. The leave date will be the same date as the notice letter/email but in the following month. So if you give notice on the 16th March, your leave date will be 16th April.

Do I have to give notice if I want to drop some of my child’s sessions?

We require one month’s written notice should you wish to reduce your child’s hours of attendance.

I want my child to increase their sessions from next week. Do I just let the staff in the room know?

Parents need to inform the Nursery Manager as soon as possible if they would like to increase their child’s days at nursery and which days they would prefer to have.

Places are often very limited, but we will keep your child’s name on our waiting list until a place becomes available. Priority is given to children already attending the nursery.

Is it possible to swap my child’s sessions from time to time if necessary?

Normally we are unable to swap sessions unless there are extenuating circumstances. Please discuss with the nursery manager. Extra sessions can be purchased if available.

What is the policy for sending children home with high temperature?

Any child suffering from a doubtful rash, discharge from the eyes or ears or temperature above 37.5 should be kept at home until they have been clear from symptoms for at least 24 hours. We reserve the right to extend periods of exclusion in the event of a prolonged outbreak of contagious illness.

How long do I have to keep my child away from nursery with ….i.e. chicken pox, diarrhoea?

You cannot bring your child to the nursery for at least 24 hours after high temperatures and for at least 48 hours after diarrhoea and / or vomiting. Please see our Exclusion for Illness and Communicable Disease Procedure for more details.

If my child is ill; do we get a refund or sessions in lieu?

We are unable to refund fees for children absent through illness, holidays or emergency/extreme weather closure, as each place is reserved for each individual child.

Do I get a refund for training day closures or holidays?

Parents are charged for 51 weeks (including all Bank Holidays and the two staff training days) and the nursery year is divided into 12 equal monthly payments. We are unable to refund fees for children absent through illness, holidays or emergency/extreme weather closure. Family holidays should be advised in writing.

Do I receive my deposit and registration fee back when my child leaves the nursery?

Deposits are refunded against your first month’s fees and confirms and secures your child’s place at the nursery. Registration fee is non-refundable.

Start your child's learning journey today