FAQ's (Frequently Asked Questions)
What if my child is ill?
Just call the Nursery to let us know that your child wont be in for their session. If your child becomes ill whilst at Nursery then we will call you to come and collect them It may also be helpful for you to read our policies regarding illness and medication which you can find in our Download Library.
See the menu box above.
What if I have a query about my invoice and where will I find my invoice each month?
Invoices are sent out at the end of the month and must be paid by 10th of the following month. Invoices are emailed where possible but if you do not have internet access they will be given to you. Contact us if you have any queries.
Please note payments are due by the 10th of each month and late payment will incur a charge.
What if I need one off extra sessions?
Just pop into the office to check availability of sessions. Extra sessions are then added to your following invoice.
What if I want to change my booking?
Just pop into the office and speak to the manager who will let you know availability of sessions and ask you to fill in and sign a change of booking form. When reducing sessions a months notice is required.
What if I have a complaint?
Please act promptly! We want you to be happy with our service for your family and value your feedback. Speak to your
Room Leader or speak to a member of the office team.
We have a complaints procedure
in place and always endeavour to resolve any problems quickly and efficiently enabling you to feel satisfied with the outcome of any complaint you have. Your feedback helps us to maintain the high quality care and education we aim to achieve within the Bourne Valley Group.
What if I need to see the policies or procedures of the Nursery?
We have many policies that facilitate the smooth, safe and effective running of the nursery. Many can be found in our Download Library.
Alternatively, copies are available in each room and we are always happy to email you copies from the office.
Where can I buy a uniform?
A uniform is not mandatory, but if you would like one, we stock some items and would be pleased to order anything thing we do not hold in stock.
What if my child has an accident?
The safety of your children is paramount to us but occasionally they will trip and fall or bump themselves, after reassuring your child this is recorded on a form which you will be asked to sign when you collect your child. If the accident is more serious we will call you and let you know and may ask you to come and collect them and seek further medical advice.
How does the Nursery help with toilet training?
It is often while children are in Toddler Room that they beginning to toilet train. We recognise that this is a big step and can be a cause of worry for both children and their parents. It is important that you don’t feel pressured to rush into this, there is no set age to begin toilet training, it is best to follow the child’s lead as they will give signs when they feel ready.
In order to make this process as smooth as possible it is important that home and Nursery work together to ensure consistency. We ask that when you begin this at home you talk to your child’s key person, so that we can work with you and begin introducing the toilet at nursery.
We understand that toileting accidents are a normal part or toilet training and never get cross about this or make the child feel that they have something wrong.
What if I am running late to collect my child?
Call us and let us know if you will be late. We will hold onto your child until you get here. If after 6pm you will be asked to sign the late pick up book. Any costs incurred may be added to your next invoice. If we have not been able to make contact with parents or those on your emergency list we have a duty of care to contact social services.
Please ensure all contact details are kept up to date.
What if my child has to leave the Nursery?
We require a month's notice. Please talk to the Nursery manager.
Please note this does not apply to children leaving Pre-school to start school in September.