Yes, we ask that all parents/guardians adhere to their child’s session times. This is because we plan our staff ratio around the amount of children we are expecting.

If someone other than the parents is picking up your child, ensure they're listed in our records. If they are not in our records, please provide their full name and ask them to bring valid ID with them on the day. They will also need to let us know the password which will have been set by the parent/carer upon enrolling with us. If the person collecting your child is not in our records, we will need to be informed every time they are coming to collect your child.

Parents or carers who are unable to collect their child by the end of a session are subject to our late collection policy. This policy applies to both morning, afternoon and full day sessions. If parents or carers anticipate being late, it is essential to contact the nursery to inform us of the situation and provide an estimated time of arrival for their child. Late collections are recorded by our staff, and parents or carers will be required to sign a record book. A flat rate of £5 is charged for collections after the end of a session, with an additional charge of £1 per minute thereafter. These charges help cover staffing costs incurred due to late collections.

We have clear sickness exclusion periods for illnesses your child may come across. These exclusion periods take into account NHS advice as well as the health and well-being of all the children and staff in our nursery. It is important for us to ensure that all our children are feeling as comfortable as possible when they are with us therefore any sickness exclusion periods must be adhered to. These exclusion periods are displayed in the reception area and you can always ask our fantastic staff for more information on these!

In the rare event of the nursery being closed due to circumstances beyond our control, such as extreme weather, flooding, utility supply loss, heating failure, or other causes, the safety of our children and staff remains our top priority. While we understand the inconvenience this may cause, parents or carers should be aware that no refund of fees will be made due to the continued operational costs incurred during the closure. Rest assured, we will strive to resume normal operations as soon as it is safe to do so, and we will keep parents or carers informed of any updates or developments.

Not at all! Our staff are trained to support children with English as an additional language. We work closely with parents to learn key phrases in their mother tongue, ensuring effective communication and comfort for the child. We also take this into consideration when thinking about the books we have in the room!

Our partnership with parents is very important to us therefore we are pleased to share that we use the Famly app which allows us to inform you of key moments in the care of your child throughout their day. This information includes nappy changes/toilet visits, meals/snacks eaten, sleep times and more! The Famly app also allows us to share with you snapshots of your child’s day through pictures with short captions. In addition, we send observations to you via the app so you can see your child’s development throughout their journey with us at Bright Gems!