Frequently Asked Questions
How do I arrange a visit?
Please click here and complete the online Parent Enquiry Form provided or call the nursery and we will be happy to arrange this for you.
What happens if I am delayed collecting my child?
We understand that sometimes you may be running late, so please ring the nursery at your earliest opportunity so that we can arrange cover if required. By law we must adhere to specific adult/child ratios so collecting your child on time is very important. You will be charged at a rate of £5 per every 5 minutes that you are late after your child’s pick-up time.
What is the Early Years Foundation?
The Early Years Foundation Stage (EYFS) sets standards for the learning, development and care of children from birth to 5 years old. All schools and Ofsted-registered early years’ providers must follow the EYFS, including childminders, preschools, nurseries and school reception classes.
What are your opening hours?
All of our settings are open from 730am till 6.00pm on Monday through till Friday.
What happens when my child starts nursery?
We understand that your first day may be emotional for you - after all, most of us have experienced that first day at nursery with our children. You are welcome to come in and stay with your child for a few minutes or you can hand them straight over to one of the nursery staff, it is your choice, and neither is right or wrong. Either way, you can send us a message on Famly and we will update you throughout the day on how your child is settling. Your child will begin to explore their surroundings and take part in the daily activities on offer. When you come to collect, we will let you know what they have been doing by a hand over with your key person or nursery team member.
How long will it take for my child to settle?
Each child is different when settling into nursery life. Your child may take some time to adapt to their new surroundings, but we will work with you to ensure that we try a range of strategies to settle them as quickly as possible. We will ensure they receive lots of reassurance and cuddles whilst they are with us. It is often harder on parents and carers than the children who seem to cope much better than us.
What happens if my child has an accident at nursery?
If your child has an accident whilst at nursery we would record all of the details onto a form on Famly for you. If the accident is significant, we may decide to give you a call to inform you prior to collection. For any emergencies we would follow our procedure and react in the best interest for the child first, informing you at the earliest opportunity.
What if my child has an accident at home?
If your child is hurt or injured at home please do let us know when you arrive at nursery. We will ask you to complete an existing injury form to explain that this happened at home. We do have a duty of care to safeguard all children within our care and we are duty bound to receive this information.
What if my child gets bitten or bites another child?
Biting is very common within early years and can happen for a variety of reasons., We understand that biting can be very distressing for both the children and parents involved so we will inform you if this happens within the day. Where biting becomes a regular occurrence, we will invite you to meet with our designated nursery SEN/Behaviour Practitioner who will support you and your child.
What if my child sleeps during the day?
We provide opportunities for rest and sleep within our nurseries; we will ask you about your child’s sleep routine on your settling in session.
Do you provide sun cream?
We provide factor 50 waterproof sun cream onsite. However, if you wish to provide your own then please bring a labelled bottle in with you. We also would encourage children with dermatological conditions to provide their own sun cream to avoid upsetting the skin.
How many people will look after my child?
3 months to 2 years - we work on a maximum ratio of 1 adult to 3 children
2-3 years - we work on a maximum ratio of 1 adult to 4 children
3+ years - we work on a maximum ratio of 1 adult to 8 children
How will I know what my child has done in the day?
When you collect your child a Nursery Practitioner will talk to you about what your child has done in the day including what they have eaten, their nappies, how they have slept and what activities they have been doing. We also record observations via Famly which means throughout the day you may be notified when something is added.
My child has a dietary requirement, food allergy/intolerance – can you accommodate this?
Yes, all of our food is prepared on site., We will gather all of this information from you and liaise with the nursery cook. A red card will be displayed with the details of the allergy/ intolerance in the eating area and, we follow a red plate system from kitchen to room, so you do not need to worry. Due to the nature of allergies only children undergoing allergy testing or have confirmed allergies will be red plated.
Where does the food come from?
We use Asda’s delivery service in addition to fresh fruit and vegetables delivered by local greengrocers.
What happens if my child is taken ill at the nursery?
If your child becomes ill at nursery we would follow our nursery procedure for that particular illness. In most circumstances we will contact you to inform you of your child’s health and offer advice to get it checked or ask you to make arrangements to collect your child.
What if my child is ill and cannot attend nursery?
Upon registration you will be given a copy of the nursery’s sickness exclusion policy which is supported by ‘Public Health England, Guidance on Infection Control in Schools and other Childcare Settings’. This will support you when making the decision and planning for that period of excluded time. You are also welcome to call the nursery if you are unsure on the procedure to take. Please note that fees are still payable.
My child needs medication during the day – what is your policy?
We are only able to administer medication that has been prescribed by a doctor or dentist and shows clearly the prescription label. Your child must have been on this medication 24 hours prior to returning to nursery to ensure that they do not have a negative reaction to it. We keep emergency medicine onsite, these are used in the event of an illness or allergy with your permission.
Do you offer a discount to parents placing more than one child?
Yes, we provide a 10% sibling discount which is applied to the invoice of the eldest child. If there are three siblings a 10% discount will be applied to two siblings.
How are the fees paid?
Our preferred method of payment is by bank transfer, tax free childcare or childcare vouchers. You will be invoiced at the end of each month for the following month’s fees. Fees are payable by the 3rd of each month. Please visit our Fees & Funding page for more in depth information.
Can I book extra sessions?
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.
Do you accept childcare vouchers?
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.
How do I get the free funding from the government?
All eligible children are entitled to the ‘working’ 30-hours funded childcare from the government the term after they turn 9 months. Check the website to see if you meet the criteria: Best Start in Life - Best Start in Life. If eligible, you will be issued a 30-hour code which alongside your NI number, you must supply to the nursery.
If you are not eligible, all children are entitled to 15-hours of funded childcare from the government the term after their third birthday.
We use an online system called ‘Funding Loop’ to issue you with an electronic funding form which we would require you to complete, so that we can claim funding on your behalf.
If you are not eligible for the ‘working’ 30-hour code and your child is aged 2, you may be eligible to apply for the 2-year disadvantaged 15-hours of funded childcare. You would need to check the ‘best start in life’ link above to see if you are eligible.
We provide our early years funding via a stretched scheme therefore the 30-hours will be stretched over 51 weeks of the year which equates to 22.34 of funded hours per week. If you are only entitled to the 15-hours, this equates to 11.17 hours per week.
We will be able to provide further information regarding this when you visit us. Please visit our Fees & Funding page for more information.
We accept payment for fees via the Tax-Free-Childcare scheme which you can use alongside your funded hours.
Do you charge for bank holidays?
Yes, we do charge the normal rate for any bank holidays. As with most businesses we still pay staff on these days as well as building and business rates.
Do I pay when my child is on holiday or sick?
Yes, we do charge you if your child is on holiday or sick. As with most businesses we still rota and pay staff on these days as well pre ordering food. We do only charge for 51 weeks of the year as we close for the Christmas week, this week is not charged.
If I have a concern or complaint, what should I do?
If you have any concerns at all please inform the manager as soon as possible. You can do this by speaking to them or by email if easier for you. Contact information can be found on each one of our nursery pages. We do take your concerns very seriously and knowing this enables us to act professionally and efficiently in dealing with the situation. We do have staff at our head office you can also speak with who can be reached on 02392 559840 if you feel more confident talking to them.
How will my child be safe?
Our safeguarding policy highlights key areas for keeping our children at Hopscotch safe. The welfare of the children in our care is paramount and we have a duty to record and act on any information that we feel puts your child at risk. Please feel free to view our safeguarding policy for more details.
What should my child wear?
Your child will be taking part in a lot of different activities; children also have more independence to explore a wide range of activities which may get them wet or messy. We would encourage you to dress them in clothing that you do not mind getting wet, dirty, or stained. We do provide aprons, however we would much rather your child enjoyed their experience with independence.
Please click here and complete the online Parent Enquiry Form provided or call the nursery and we will be happy to arrange this for you.
What happens if I am delayed collecting my child?
We understand that sometimes you may be running late, so please ring the nursery at your earliest opportunity so that we can arrange cover if required. By law we must adhere to specific adult/child ratios so collecting your child on time is very important. You will be charged at a rate of £5 per every 5 minutes that you are late after your child’s pick-up time.
What is the Early Years Foundation?
The Early Years Foundation Stage (EYFS) sets standards for the learning, development and care of children from birth to 5 years old. All schools and Ofsted-registered early years’ providers must follow the EYFS, including childminders, preschools, nurseries and school reception classes.
What are your opening hours?
All of our settings are open from 730am till 6.00pm on Monday through till Friday.
What happens when my child starts nursery?
We understand that your first day may be emotional for you - after all, most of us have experienced that first day at nursery with our children. You are welcome to come in and stay with your child for a few minutes or you can hand them straight over to one of the nursery staff, it is your choice, and neither is right or wrong. Either way, you can send us a message on Famly and we will update you throughout the day on how your child is settling. Your child will begin to explore their surroundings and take part in the daily activities on offer. When you come to collect, we will let you know what they have been doing by a hand over with your key person or nursery team member.
How long will it take for my child to settle?
Each child is different when settling into nursery life. Your child may take some time to adapt to their new surroundings, but we will work with you to ensure that we try a range of strategies to settle them as quickly as possible. We will ensure they receive lots of reassurance and cuddles whilst they are with us. It is often harder on parents and carers than the children who seem to cope much better than us.
What happens if my child has an accident at nursery?
If your child has an accident whilst at nursery we would record all of the details onto a form on Famly for you. If the accident is significant, we may decide to give you a call to inform you prior to collection. For any emergencies we would follow our procedure and react in the best interest for the child first, informing you at the earliest opportunity.
What if my child has an accident at home?
If your child is hurt or injured at home please do let us know when you arrive at nursery. We will ask you to complete an existing injury form to explain that this happened at home. We do have a duty of care to safeguard all children within our care and we are duty bound to receive this information.
What if my child gets bitten or bites another child?
Biting is very common within early years and can happen for a variety of reasons., We understand that biting can be very distressing for both the children and parents involved so we will inform you if this happens within the day. Where biting becomes a regular occurrence, we will invite you to meet with our designated nursery SEN/Behaviour Practitioner who will support you and your child.
What if my child sleeps during the day?
We provide opportunities for rest and sleep within our nurseries; we will ask you about your child’s sleep routine on your settling in session.
Do you provide sun cream?
We provide factor 50 waterproof sun cream onsite. However, if you wish to provide your own then please bring a labelled bottle in with you. We also would encourage children with dermatological conditions to provide their own sun cream to avoid upsetting the skin.
How many people will look after my child?
3 months to 2 years - we work on a maximum ratio of 1 adult to 3 children
2-3 years - we work on a maximum ratio of 1 adult to 4 children
3+ years - we work on a maximum ratio of 1 adult to 8 children
How will I know what my child has done in the day?
When you collect your child a Nursery Practitioner will talk to you about what your child has done in the day including what they have eaten, their nappies, how they have slept and what activities they have been doing. We also record observations via Famly which means throughout the day you may be notified when something is added.
My child has a dietary requirement, food allergy/intolerance – can you accommodate this?
Yes, all of our food is prepared on site., We will gather all of this information from you and liaise with the nursery cook. A red card will be displayed with the details of the allergy/ intolerance in the eating area and, we follow a red plate system from kitchen to room, so you do not need to worry. Due to the nature of allergies only children undergoing allergy testing or have confirmed allergies will be red plated.
Where does the food come from?
We use Asda’s delivery service in addition to fresh fruit and vegetables delivered by local greengrocers.
What happens if my child is taken ill at the nursery?
If your child becomes ill at nursery we would follow our nursery procedure for that particular illness. In most circumstances we will contact you to inform you of your child’s health and offer advice to get it checked or ask you to make arrangements to collect your child.
What if my child is ill and cannot attend nursery?
Upon registration you will be given a copy of the nursery’s sickness exclusion policy which is supported by ‘Public Health England, Guidance on Infection Control in Schools and other Childcare Settings’. This will support you when making the decision and planning for that period of excluded time. You are also welcome to call the nursery if you are unsure on the procedure to take. Please note that fees are still payable.
My child needs medication during the day – what is your policy?
We are only able to administer medication that has been prescribed by a doctor or dentist and shows clearly the prescription label. Your child must have been on this medication 24 hours prior to returning to nursery to ensure that they do not have a negative reaction to it. We keep emergency medicine onsite, these are used in the event of an illness or allergy with your permission.
Do you offer a discount to parents placing more than one child?
Yes, we provide a 10% sibling discount which is applied to the invoice of the eldest child. If there are three siblings a 10% discount will be applied to two siblings.
How are the fees paid?
Our preferred method of payment is by bank transfer, tax free childcare or childcare vouchers. You will be invoiced at the end of each month for the following month’s fees. Fees are payable by the 3rd of each month. Please visit our Fees & Funding page for more in depth information.
Can I book extra sessions?
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.
Do you accept childcare vouchers?
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.
How do I get the free funding from the government?
All eligible children are entitled to the ‘working’ 30-hours funded childcare from the government the term after they turn 9 months. Check the website to see if you meet the criteria: Best Start in Life - Best Start in Life. If eligible, you will be issued a 30-hour code which alongside your NI number, you must supply to the nursery.
If you are not eligible, all children are entitled to 15-hours of funded childcare from the government the term after their third birthday.
We use an online system called ‘Funding Loop’ to issue you with an electronic funding form which we would require you to complete, so that we can claim funding on your behalf.
If you are not eligible for the ‘working’ 30-hour code and your child is aged 2, you may be eligible to apply for the 2-year disadvantaged 15-hours of funded childcare. You would need to check the ‘best start in life’ link above to see if you are eligible.
We provide our early years funding via a stretched scheme therefore the 30-hours will be stretched over 51 weeks of the year which equates to 22.34 of funded hours per week. If you are only entitled to the 15-hours, this equates to 11.17 hours per week.
We will be able to provide further information regarding this when you visit us. Please visit our Fees & Funding page for more information.
We accept payment for fees via the Tax-Free-Childcare scheme which you can use alongside your funded hours.
Do you charge for bank holidays?
Yes, we do charge the normal rate for any bank holidays. As with most businesses we still pay staff on these days as well as building and business rates.
Do I pay when my child is on holiday or sick?
Yes, we do charge you if your child is on holiday or sick. As with most businesses we still rota and pay staff on these days as well pre ordering food. We do only charge for 51 weeks of the year as we close for the Christmas week, this week is not charged.
If I have a concern or complaint, what should I do?
If you have any concerns at all please inform the manager as soon as possible. You can do this by speaking to them or by email if easier for you. Contact information can be found on each one of our nursery pages. We do take your concerns very seriously and knowing this enables us to act professionally and efficiently in dealing with the situation. We do have staff at our head office you can also speak with who can be reached on 02392 559840 if you feel more confident talking to them.
How will my child be safe?
Our safeguarding policy highlights key areas for keeping our children at Hopscotch safe. The welfare of the children in our care is paramount and we have a duty to record and act on any information that we feel puts your child at risk. Please feel free to view our safeguarding policy for more details.
What should my child wear?
Your child will be taking part in a lot of different activities; children also have more independence to explore a wide range of activities which may get them wet or messy. We would encourage you to dress them in clothing that you do not mind getting wet, dirty, or stained. We do provide aprons, however we would much rather your child enjoyed their experience with independence.
