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 families who are already registered with us. Please note that we hold a large waiting list for all age groups and so we do not have sessions available for an immediate start for key workers. Please be aware that should we be forced to close once more due to the Covid-19 pandemic, we may revise our admissions policy.
Q: I am a key worker and will be accessing your childcare provision. What rate will I be charged?
A: Any sessions attended are charged at our full standard rate. Should we be required to close due to the Covid-19 we would ask families to pay a retention rate of 25% of normal fees.
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. You will be charged 100% during your notice period.
Q: You asked families to pay 25% of their fees to retain sessions that they do not wish to access during July and August. 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 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: We can provide waiting list updates via email. Please email email@example.com for more information but please be mindful that we may not be able to answer immediately.
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 please contact firstname.lastname@example.org 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 person directly by sending them a message via your Tapestry account. In addition our reception team is on hand 8am and 6pm, Monday to Friday if you call on 0117 923 1039 during these hours and they will do their best to transfer you to a member of the EEC team if they are available. Please be aware that most office staff continue to work from home so for any general queries about the provision please email email@example.com