FAQs

Complete the online Parent Enquiry Form or call the nursery – and we’ll be happy to arrange a visit.

We understand the first day can be emotional. You’re welcome to stay for a few minutes, or hand your child over straight away – it’s your choice, and neither is “right” or “wrong.” We’ll keep you updated during the day via Famly, and at collection, you’ll receive a handover from your child’s key person (or another team member).

Every child settles differently. We’ll work closely with you to find what helps your child feel secure – with comfort, reassurance, and consistent routines. And we’ll keep you in the loop, because settling-in can be just as hard on parents as it is on children.

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Our settings are open 7:30am–6:00pm, Monday to Friday.

We provide opportunities for rest and sleep, and we’ll ask about your child’s routine during settling-in so we can keep things consistent.

Nursery life can be messy (in a good way). We recommend comfortable clothes that you don’t mind getting a little dirty or stained. We provide aprons where needed – but we’ll always prioritise children exploring with confidence.

We provide factor 50 waterproof sun cream onsite. If you’d prefer to provide your own, please bring a labelled bottle. Children with dermatological conditions are encouraged to bring their own.

We follow statutory adult/child ratios:

• 3 months–2 years: 1 adult to 3 children
• 2–3 years: 1 adult to 4 children
• 3+ years: 1 adult to 8 children

At pick-up, a practitioner will share key highlights: what your child ate, nappies, sleep, and activities. We also record observations and updates via Famly, so you may see learning moments during the day.

You can book additional sessions if the space is available. These are charged at the usual nursery rate and are payable in advance of attending the session. You would need to speak with the management team to arrange these.

Yes. We’ll gather information from you and follow clear allergy procedures onsite. (We’ll always talk through the details with you during registration.)

We use a mix of suppliers (including fresh fruit and vegetables from local providers).

We record accidents in line with our procedures and share details with you (including via Famly where applicable). If it’s significant, we may call you before collection. In an emergency, we respond in the child’s best interests first and inform you as soon as possible.

Please let us know at drop-off. We’ll ask you to complete an existing injury form – part of our safeguarding duty of care.

Biting can be common in early years and can be distressing. We’ll inform you if it happens and, if it becomes a regular pattern, we’ll work with you to understand triggers and support your child.

We follow our illness procedures and will contact you to discuss next steps – including collection if needed.

You’ll receive a copy of the nursery’s sickness exclusion policy at registration, supported by public health guidance. If you’re unsure, you’re always welcome to call the nursery for advice. Please note that fees remain payable during absence.

We administer medication in line with our medication policy (including prescription requirements). We’ll explain the process clearly during registration.

The welfare of children in our care is paramount. Our safeguarding policy sets out how we keep children safe, and how we record and act on any concerns. You can view the full safeguarding policy via our Company Policies page. (Health, safety and safeguarding)

All of our nurseries have CCTV

We understand delays happen – please call the nursery as soon as you can. Because we must maintain adult/child ratios, we may need to arrange additional cover. Late collection charges may apply (£5 per every 5 minutes that you are late after your child’s pick-up time.)

Yes – we offer a sibling discount.

Fees can be paid via bank transfer, Tax-Free Childcare, or childcare vouchers (where applicable). Invoicing and payment timings are explained on our Fees & Funding pages.

Eligible families can access funded childcare, depending on age and eligibility criteria. We’ll guide you through what you need (including codes and forms) and share details on our Fees & Funding pages.

We accept most childcare voucher schemes. Please advise our Finance Team of the scheme you will be using. Please visit our Fees & Funding page for more information.

Charging arrangements (including bank holidays and absence) are outlined clearly on our Fees & Funding pages.

Please speak to the nursery manager as soon as possible (in person or by email). We take concerns seriously and aim to resolve them quickly and professionally. You can also find escalation routes within our complaints policy on the Company Policies page.