Coronavirus

COVID-19 Frequently Asked Questions

- 23rd March 2020

During these uncertain times we would like to offer as much assistance and clarity as possible.

Should your questions remain unanswered please could we ask that you refer your queries to your Nursery Manager.  Alternatively, you can email [email protected] where our support team will respond to your queries and concerns as promptly as possible.

We ask that you be patient with us during this busy time. Thank you.

Critical Worker Queries

Q. Am I a Critical Worker, how do I find out?

A. We have published guidance on our website but please refer to the Government Guidance.

Q. Is my child a vulnerable child, how do I find out?

A. Please refer to the Government Guidance or contact your local authority as the list can vary from county to county:

Q. I am a Critical Worker and my child usually attends Kiddi Caru Day Nurseries Group, when can I come to my nursery?

A. If you have completed a self-declaration and have ID or a letter from your employer on letter headed paper to confirm that you are critical to the business and fall within the criteria as outlined by the Government, we welcome you from Monday 23rd March.

Q. I am not a Critical Worker, but my partner is a Critical Worker.  Can our child attend the nursery?

A. Yes. Please ensure you have completed a self-declaration and have ID or a letter from your employer on letter headed paper to confirm that you are critical to the business and fall within the criteria as outlined by the Government.

Q. My child does not usually attend Kiddi Caru Day Nurseries Group, but I am a Critical Worker and require childcare. Can my child attend one of your nurseries?

A. Please contact your local nursery for availability. We will do our upmost to support your requirements, staffing levels permitting.

Q. Are all Kiddi Caru Day Nurseries within the group remaining open?

A. Yes, all Kiddi Caru Day Nurseries are open but will be subject to review dependent on the number of children attending each nursery. We will reserve the right to close nurseries and/or merge nurseries where location permits.

Q. I have registered my child with Kiddi Caru Day Nurseries Group and have not yet started, can I postpone my start date?

A. Yes, for those parents who are not Critical Workers or have children deemed vulnerable we have relaxed our policy and you are able to postpone your start date. For those who are Critical Workers or have children deemed vulnerable we will do what we can to accommodate you on your proposed start date.

Q. I have completed a self-declaration but no longer require childcare, will I be charged?

A. No, your account will be suspended from 1st April and you will not receive an invoice.

Q. I am a Critical Worker and my child usually attends nursery full time, but my employer only needs me to work on an ‘as and when’ basis or on reduced hours. Will I still be required to pay for the time my child does not attend as per your Terms and Conditions?

A. No, during this period of uncertainty we have relaxed our Terms and Conditions and you will only be charged for the days that your child attends nursery. We would request that you give your Nursery Manager as much notice of your required attendance pattern in order that we can make sufficient provision for staffing and food.

Q. I am a Critical Worker and my employer has requested that I work more hours, can you offer my child extra sessions?

A. Absolutely, where staffing permits you will be welcome to take extra sessions.

Q. I am a Kiddi Caru Day Nurseries Group member of staff with a child attending nursery. I have alternative childcare, will I still have to pay when my child does not attend?

A. No, if you no longer require childcare you will not receive an invoice for April.

 

Financial Queries

Q. Can I get a refund for the days in March my nursery was closed?

A. Unfortunately no, this is not possible as communicated to parents on 20th March. We have already committed to pay our nursery staff in full and all other associated operational costs for the month of March.

Q. If I have not yet paid my March fees, do I still need to pay?

A. Yes, in line with our Terms and Conditions.

Q. My child will continue to attend your nursery in April, how will my fees be calculated?

A. Fees will be calculated as per our normal Terms & Conditions, relative to the applicable fee structure in place and the requested sessions to be attended.

Q. I currently pay my child’s fees by Direct Debit, should I cancel the Direct Debit?

A. No, please ensure that your Direct Debit remains open. If your child is not able to attend our nursery during the foreseeable future, we will not issue an invoice and therefore a Direct debit payment will not be requested from your bank/building society.

Q. I currently pay my child’s fees by Standing Order, should I keep the Standing Order open?

A. If your child is still attending our nursery, then please keep your Standing Order in force to pay the relevant fees. If your child is not able to attend our nursery during the partial closure period, please cancel your Standing Order.

Q. I was in the process of completing a Direct Debit form to change how I pay my childcare fees, what should I do?

A. For the time being, please continue to pay your childcare fees by your existing payment method.

Q. My child is new to your nursery because of their current nursery not being open, how will my fees be calculated?

A. We will ask you to confirm your child’s attendance pattern for the calendar month ahead. Fees will be calculated as per our normal Terms & Conditions.

Q. My child is new to your nursery because of their current nursery not being open. What method of payment will you accept for their fees?

A. Please make payment by either, on-line bank transfer or speak to your nursery manager to take a payment by Debit or Credit card.

Q. If my child starts at your nursery part way through the month, how will my invoice be calculated?

A. We will only charge you for the sessions that your child attends.

Q. My existing nursery has already claimed Free Early Education Entitlement (FEEE) for the Summer term (1st April onwards). Can I use this funding at your nursery?

A. No. If your existing nursery has already made a claim for the FEEE in respect of your child, the local authority will make the FEEE payment to them. Therefore, unfortunately you will not be able to transfer the funding to us.

Q. My child is new to your nursery because of their current nursery not being open. Can I use my Free Early Education Entitlement (FEEE)?

A. Yes, assuming that your child has not been included on the head count at their previous nursery.

Those parents in receipt of an FEEE, can use this from 1st April (Summer term) on production of:

  • 3-5 Year FEEE – all 3+ year old children will be eligible to receive the Universal 15 hours entitlement. Those 3+ year old children who are eligible to receive the Extended 15 hours entitlement, will need to produce an 11-digit funding code issued by the local authority.
  • 2 Year FEEE – those children who are eligible for 15 hours funding will be in receipt of a Reference from the local authority which must be presented to the nursery. This will be checked by the nursery for confirmation of validity.

Q. If I withdraw my child from the nursery part way through a month, will I receive a refund for the remainder of the month?

A. We will consider any requests for refunds on a case by case basis.

Q. If I remove my child from the nursery, will they lose their place in the future?

A. No, we are relaxing our Terms and Conditions which will support you to return to the nursery once normal service resumes.

Q. Will childcare vouchers still be allocated to my account?

A. If we receive a childcare voucher, we will apply this to your account. If your child is currently not in attendance, this will remain on your account to set against future fees. If your child does not return to nursery, there are restrictions that prohibit the return of over payment of vouchers in the form of a refund. Please refer to your childcare voucher Provider for further information.

Q. Should we cancel the childcare vouchers if our child is not attending the nursery?

A. We will continue to apply any voucher payments that we receive to your account, but you may wish to suspend these if your child is not attending nursery. Please speak to your Provider as they may continue to charge you for vouchers.

Q. My child recently joined your nursery on a 6-month marketing promotion. As they do not meet the qualifying criteria to now attend, will this offer be frozen and resume once the nursery reopens fully?

A. We reserve the right to review our ongoing marketing promotions once the nursery is fully open. However, it is not our intention to penalise our customers who have not been able to benefit from the full duration of the promotion.

Q. My child is due to leave the nursery prior to starting school in September. Do I need to give the nursery notice?

Yes. Please advise your Nursery Manager of the date that you expect your child to leave the nursery.

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