Covid-19 related FAQS
Q: I would like to make a donation to the charity to support you during this difficult time. Can I specify where my donation goes i.e. to maintain the building / contribute to staff salaries?
A: Thank you for your support at this difficult time. We will not be ringfencing donations but will put your generous gift to the best use possible.
Q: When do you plan to re-open?
A: We will reopen our premises and then our individual services in line with government advice.
Q: I would like to volunteer to help support the community response to Covid-19. Who do I contact?
A: If you have resources or time to support our outreach work please email our Community Development Manager directly on: firstname.lastname@example.org
Q: I have a general finance query. Who do I contact?
A: If you have a general finance query about an invoice or a payment (that is not related to a childcare invoice) please email email@example.com
Q: I would like to hire one of your rooms later in the year. Who do I contact?
A: Please email firstname.lastname@example.org to enquire about room hire availability, our reception team will endeavour to respond as soon as possible but please bear in mind we are running a much reduced service.
Early Education and Childcare FAQs
Q: I am a key worker can you provide me with childcare?
A: We are only able to provide childcare to key workers who are already registered with us and we are only able to provide childcare to your child if they are 12 months +.
Q: I am a key worker and will be accessing your childcare provision. What rate will I be charged?
A: If you access key worker sessions you will be charged our full standard rate.
Q: I no longer need my sessions. Will I be charged if I give notice?
A: We require 30 days written notice as per our standard Ts and Cs. If you do not provide this you will be charged 100% for the remaining notice period.
Q: I would like to pay 100% of my fees as a donation to the charity. Is this possible?
A: We ask that you donate of 50% of your fees (as suggested in our recent letter) and gift aid that donation. Please then pay the remaining 50% as a standard payment rather than a donation when you receive the invoice from us.
Q: You asked if families would consider paying 50% of their fees in your recent letter. What if I am unable to do that?
A: Please contact our finance team on email@example.com and they will be able to assist you with a payment plan.
Q: Are you still accepting applications for the nursery waiting list?
A: We are accepting applications for our nursery waiting list. Please email family. firstname.lastname@example.org for more information but please be mindful that we may not be able to answer immediately.
Q: My child is on the waiting list. Can I ask for an update on a start date?
A: Due to the current situation, we are not able to provide an update on waiting list positions or start dates. We will be in touch once we are able to do so.
Q: Will you continue to receive funds for the Free Early Education Entitlement from the government?
A: As I am sure you will appreciate this is a rapidly changing situation. We are currently receiving statutory funding
Q: I have a query about my childcare invoice. Who do I contact?
A: We have done our very best to keep our invoicing systems up-to-date but there may be some errors please contact email@example.com with any queries.
Q: My child is registered with the nursery already. How do I contact their key worker?
A: You can contact your child’s key worker by sending them a message via your Tapestry account or by emailing firstname.lastname@example.org