Frequently asked questions
Do you accept childcare vouchers?
Yes, we accept all childcare vouchers – please speak to your employer to find out if they offer a voucher scheme.
My child is/has been unwell – is it alright to bring them into nursery?
If your child is still unwell, no - he/she will be much happier recovering quietly at home than in a loud, busy nursery.
We also have a policy on how soon a child is allowed to return to the nursery after illness – in the case of a high temperature (38 degrees C or above) or sickness/diarrhoea, these conditions must have been clear for a minimum of 48 hours before your child can return. If you have given your child Calpol or other pain-relief medication, we will also be unable to accept your child at Nursery that day. This is to ensure your child does not have a relapse in our care – we are unable to administer any non-prescription drugs to keep things under control. This ensures your child has recovered fully and also helps to minimise the spread of any childhood illnesses.
What happens if my child becomes unwell whilst at nursery?
If your child becomes unwell in our care, we will telephone you and ask you to collect him/her from the nursery.
When and how do I pay my nursery fees?
The nursery fees are payable on the first day of each month by cash, cheque or debit card. You will receive an invoice during the first week of every month for your reference.
We accept all childcare vouchers, so please ask your employer today if they offer help towards childcare. There are also other schemes that may be available to you to help reduce your fees - more information is available on our Fees page.
Am I able to visit the nursery before applying for a place?
We welcome visits from prospective parents and encourage this before parents apply for a place so you can be sure that Redland Nursery is the right place for your child.
How can I book extra sessions?
Extra sessions are dependant on if there is space in your child’s room for the session you require on that day. To check availability of spaces, please speak to the Nursery manager or senior staff in your child's room – if your space is available it can then be booked either at reception or over the telephone.
I don’t need that extra session now – am I able to cancel it?
Yes, you may cancel it – but depending on how much notice you give, you may still be charged for the session. This is because the place may be able to be filled by another child if there is enough notice – also, extra staff may have been brought in to care for your child, in order to comply with OFSTED ratio regulations.
I may be late collecting my child – do I need to let you know?
Yes, please let us know if you are able to – then we will know to expect you late. As long as we know in advance that there is a problem, we can ensure there is someone available in the rooms to take care of your child for the extra time. There may be a charge for a late collection.
Somebody else is going to be collecting my child today –do I need to let you know?
You must inform your child’s nursery room on drop-off, and also Reception, if somebody else is going to be collecting your child that day. It is also your responsibility to ensure that the other person has your child’s password, as without it he/she will be unable to pick your child up. We are also unable to allow the children to leave the nursery with young people under the age of 16 years. On both of these occasions, we will telephone you to arrange the collection of your child.
My child turns 3 years old soon – what do I need to do to get the Nursery Education Grant?
Your child will be entitled to 15 hours free per week in the nursery which have to be taken over a minimum of three days starting from the term following their third birthday (for 38 weeks of the year only). This is part of the government's Early Years scheme. You will be responsible for paying any additional costs of your child’s sessions that fall outside the government's grant.
Each term, a headcount is conducted of children due to turn 3 before the beginning of next term, and then a parental signature for each child is obtained once they have checked the details. This is all that you as the parent will need to do to claim the NEG. This will be applicable from the beginning of the next academic term. Further information about the NEG can be found here.
Can I access funding if my child is under 3? (2 Year old funding)
If your child is under 3 years old, you could be able to access up to 10 hours free childcare a week for 2 year olds. Please ask the Nursery manager for more information.
I am going to start toilet-training my child soon - do you offer support with this?
Yes! Just let us know when you want to get started and we will help you and your child through the process. In our toddler room we have reward and praise systems in place to encourage your child to make the transition from nappies to pants. While we have a changing mat available in our pre-school room, we encourage parents to toilet-train their children before they reach this age.
If you have any worries or concerns about toilet-training your child/children, do talk to a member of staff in your child's room - they will be happy to advise and support you as far as they are able.
What are your session times?
We are open from 8am Monday to Friday, and close at 6pm, and we have a range of different sessions. Our sessions are as follows:
Full day: 8am–6pm
Morning session: 8am–1pm
Afternoon session: 1pm-6pm
School day: 8:00am–3:00pm (pre-school only)
We are closed for two weeks of the year, and these will be counted as two of your four weeks holiday entitlement - these two weeks are the week between Christmas and New Year, and one week at Easter.
How do I book a holiday?
Holidays must be booked a month in advance – please request the dates at the reception desk.
Does the nursery have access for diabled people?
Yes, the entire nursery was designed to provide access to all - access to the nursery is via a ramp and all the toilets, light-switches, door handles etc. are disability friendly. This allows easy access and navigation for both pushchairs and wheelchairs alike. Please let us know if you have any additional requirements.
Can I store my buggy on-site?
Yes you can – we have a buggy store by the entrance to the Nursery in which you can store your buggy during your child’s nursery sessions.
I’m not happy about the care my child is receiving at nursery, or I have some concerns about something. Who should I speak to about it?
We're sorry to hear this. The first person you will need to speak to is either the senior nursery officer in that room or our Nursery Manager, Tracey Shackleton. If the issue is still unresolved, please speak to the children’s services manager Tim Carter. If the issue is still not resolved, they will advise you on what to do next. You can also complain to OFSTED, and information about this and also our complaints procedure are available from the nursery.
What security measures do you have in place at the nursery?
Security is very important to us here at Redland Nursery – a key code and intercom sustem is in place to ensure security is always maintained. Parents of children in the nursery are given the code to the main front door – this will allow entry into the reception area. There they will be granted access to the internal nursery doors either by using the internal door buzzers (which can be released by reception staff) or by a member of staff entering the key code for that door.
Anyone not known to the reception staff will be asked to identify themselves through the Intercom on the front door – only when satisfied of their identity will the receptionist allow them into the reception area. All workmen are asked where possible for identification, and will never be left unsupervised around the children.
Do you work with children with special needs?
Yes we do. One of our nursery officers is qualified to act as our SENCO within the nursery. She has had lots of experience working with children with special needs and is a much valued member of staff. We encourage parents of special needs children to place their children in our care. Leandra is also available to speak to parents with any concerns about their child’s development.
Are all of your nursery staff qualified, and have they been checked with the Criminal Records Bureau for suitability?
The majority of our staff are childcare qualified, these qualifications include:
NNEB Diploma in Nursery Nursing
CACHE Diploma in Childcare/Childcare and Education
NVQ 2/3 in Childcare
Those who are unqualified are undergoing training towards a childcare qualification.
All staff members are subjected to an enhanced Criminal Records Bureau check before they are allowed to work with the children. This ensures that the staff we choose to work with your children are well-suited to the work and that your children are safe in their care. Staff are also subject to a medical check before being able to start and personal references are taken up.
What are your children to staff ratios?
In compliance with OFSTED regulations, our minimum children to adult ratios are as follows:
0-2 age group: 3 children to 1 adult
2-3 age group: 4 children to 1 adult
3-8 age group: 8 children to 1 adult
We always abide by the minimum requirements as set in our conditions of registration with OFSTED, and always aim to have more staff in the rooms than are necessary.
Can I park my car in the school car park?
Sorry, the school car park is strictly for the staff at the school only – parents and nursery staff must park outside the grounds around the Green area. Parents are also reminded that they must enter and leave the premises using the small side gate and not the large school gates – this is for health and safety reasons. The large school gates are to be kept closed at all times.
I would like to apply to work at the nursery, but have my child attending here already. Am I still able to apply, and if so, how?
We would love to have you as part of the nursery team. Wherever possible, you will not be working in your own child's room. You are able to apply in writing to our regional office – an application form is available from the main Barnardo’s website – Click here to download.
Barnardo’s South West Regional Office
Verona House
Filwood Road
Fishponds
Bristol BS16 3RY
Will my child ever be left in the care of agency staff without supervision of nursery staff?
No – we do not use agency staff as we have bank staff who are used who are all employed by Barnardo's and have an Enhanced Criminal Records Bureau check done to ensure they are suitable to work with children.In the unlikely event that agency staff are used, they are never left unsupervised with the children. We try where possible not to use agency staff, but when we do, we try to ensure the same people come in each time so that we are not always introducing new faces to the children – it is good for the children to have consistency in their care.
Is a risk assessment done on all the toys my child uses?
All toys are checked and cleaned regularly, and a risk assessment done for all toys coming into the nursery. All toys provided for your child are age-appropriate.
Will I be told what my child’s activities were during the day and how?
Outside each nursery room, there is a sheet of activities the children have done throughout the day. Any artwork your child has done during their session (paintings, drawings etc.) that is not going to be used in a nursery display will be sent home with your child in a folder at the end of their session – your child will need to bring their emptied folder with them to their next session.
Will I be told what my child has eaten during the day and how?
Outside the nursery room a menu is shown of the planned snacks and meals for that week, which you are welcome to check at any time. We are unable to provide cooked meals at this time. If your child is attending nursery for a morning/school session, you will be asked to provide a lunchbox for your child. We encourage healthy eating and therefore ask that you do not provide crisps and chocolate in their lunchboxes. For further information on how to provide a healthy lunchbox for your child, please see the display board in the nursery corridor or visit the healthy eating website.
My child has special dietary needs or food allergies, how do you ensure my child won’t be given food they cannot eat?
We can accommodate for all dietary needs, whether for religious, medical or personal reasons. All food for children with special dietary needs is prepared separately and a laminated sheet is made for each child with dietary requirements - a copy of this is available at all stages of food preparation to minimise the risk of giving the children something they are unable to eat.
What clothes should my child wear at nursery?
Please bear in mind that the children will be playing in them – daily play outside is also available, so please send your child to nursery in clothes you are comfortable with them doing these activities in. Please do not send your child in delicate fabrics or special clothes, also please try to avoid sending them in new shoes, as we cannot be held liable for damage caused to attire through everyday activities. We will provide protective over-clothing where necessary (aprons, overalls etc.) for messy play.
If my child has an accident while at nursery, what steps are taken and will I be informed?
As is inevitable with children of this age, minor injuries are common through the learning process and while we try as far as possible to prevent accidents, they still happen. When such an accident occurs – i.e. a child tripping over in the playground, an accident form is filled out and any bumps and scrapes administered to and your child will be comforted. When you come in to collect your child, you will be informed of what has happened and asked to sign the accident form – we will not normally call you for everyday bumps and scrapes unless your child is unduly distressed.
What happens if my child has a more serious accident?
In the case of more serious bumps (bump to the head etc.), first aid will be administered by our nominated first aider as we feel fit, and we will call you to let you know what has happened – depending on the severity of injury or your child’s distress level, we may ask you to take your child home. We may also advise that you take your child to visit the doctor or hospital to get checked. We will be unable to take your child to the doctor or hospital on your behalf, but in the case of a more severe injury an emergency ambulance will be called.
In the case of more serious injuries, a further accident form is filled out detailing what happened, and an investigation is carried out by Barnardo’s to find out what happened and if it could have been prevented.
What steps are taken when a child has bitten another child?
A child who has bitten another child is told why what they have done is wrong and is asked to apologise to the other child. If we get repeated occurrences of biting, the child is removed from the activity and taken to do something else. A behavioural incident form may be filled out after repeat biting incidents and the parent informed of the issue – a strategy to combat this behaviour will be drawn up between the care staff and the parents. If necessary and with the parents permission, a health visitor will be called in to assist with a strategy and to provide advice and support to parents and staff.
Have your staff been given first-aid training?
Not all staff have been trained in first aid. However, we always have a nominated first aider who has been trained in paediatric first aid in the building.
Have the staff that prepare or cook snacks and meals had food hygiene training?
Not all staff in the nursery are trained in basic food hygiene; however, only those who are certified prepare food for the children.
How do you meet the needs of children from minority religious or ethnic groups?
We welcome children from all backgrounds, regardless of religion, ethnicity or class. We ensure that children from minority groups feel that they are included in all the activities the children do and equal to all the other children in the group. In the case of religious festivals, for example Christmas or Easter, children whose religions do not follow these occasions will be set other activities not involving these festivals. In the case of their own religious festivals, if the children are old enough (ladybird, rainbow) they will be able to learn of the different culture (stories, art activities, cooking activities etc.). We are happy to meet with you and discuss requirements.
Does your nursery have a yearly full H&S inspection?
All lighting systems are tested weekly to ensure that they are working to their full potential – these checks are logged in the health and safety file in the administration office.
All toys and equipment used in the nursery are checked regularly and any broken or damaged equipment is repaired or discarded as appropriate. All toys and equipment are cleaned regularly with a bactericide to minimise the risk of germs breeding.
All staff have a responsibility to report any health and safety issues they may have to senior staff, who in turn report them to the Barnardo’s Head Office safety team, who will deal with any requirements as necessary. An inspection by senior staff is carried out on a regular basis and all findings logged. An electrical company visits us yearly to check all equipment for safety and all pieces of electrical equipment are labelled as such.
How often is a fire drill done?
Fire alarm points are tested on a weekly basis, and a full drill is carried out every six weeks.
If I do not take my four weeks holiday, am I charged for the remaining amount?
Our fees are calculated over 52 weeks of the year, four of which are charged at half-rate to allow for holidays. You are charged for this in order to keep your place reserved for you when you return. Two of your holiday weeks are reserved for the two weeks the Nursery is closed in the year – this is the week between Christmas and the New Year, and also one week at Easter. The remaining two weeks are to use as you see fit. Holidays are to be booked one month in advance wherever possible.
How can I be involved with the nursery?
Parents can play an active part in the day-to-day business of the nursery, and we hold monthly Parents as Partners groups meetings and this is one of the waysin which you will be able to have your say in what goes on at the nursery and make suggestions.
You could also volunteer to assist the nursery by reading to the children, helping to prepare meals and snacks, assisting during playtime etc. If you would like to help us out, please speak to our nursery manager or someone on Reception about how to apply and what opportunities are available.
Are you open on bank holidays?
Unfortunately we do not open on bank holidays. If your child is normally in on a Monday, your invoice will still show this session. However, this will become a bank holiday credit, which you can use against an extra session of the same length. Alternatively, you can request the session time be refunded - if this is what you want, please ask at Reception and we will arrange to pay you by cheque.
