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Tel: 0208 465 9785

Frequently Asked Questions

What's On
Is there a booklet on activities across the centres?

Yes there is a termly booklet you can pick up from any of our Children's Centres. Just ask at reception.

How much do activities cost?

The majority of activities are free however there is a small charge for some of the events. You can find out whether there is a charge by looking at our booklet. This will also give you information on times and venues.

Nurseries
Are the fees inclusive of a settling in period?

Yes, fees include the settling in period.

What procedures are in operation for dealing with emergencies?

The nursery will always have a designated first aid person on site to deal with cuts and bumps. Your child’s key person will give you a note stating what happened, time & date and the treatment your child received. If a serious accident occurs we would inform you immediately. 

How secure will the building be?

The reception area will always be staffed and there will be a code to get through into the nursery. The classroom doors have high handles to stop children moving rooms. The outdoor area are supervised by staff at all times and there is fencing around the perimeter of the centre.

Does the nursery cater for individual personal care needs?

We know that all children have differing needs and after discussion between parent/carer and staff we will cater for their individual needs.

Where do the children rest or sleep?

If you have an under 2 at the nursery they will have a sleep room and there is also a quiet area for older children.

Is there space for active and quiet play?

The nursery will be organised with a range of different learning areas these include areas for both active and quiet areas.

Will my child have a key person?

The nursery will have a key person system. The key person will never ever replace a parent, but will be a special extra adult for your child. We believe that this essential attachment should be planned for and encouraged. As your child gains confidence, then he or she will move happily away from the key person and start to get to know the other staff in the nursery.

The staff work shifts to cover our long opening hours so your key person may not always be available but staff will always relay messages to other staff at hand over times to pass on to parents/carers.

Your key person will work with you to help your child settle in. If there are difficulties, then we will use our experience and share ideas to help you and your child. We understand that separations can be painful.

Are parents made welcome and involved in the running of the service?

Parents and families are children’s first and most important educator. Nothing can ever replace that. You know more about your child’s learning, relationships, strengths and difficulties than anyone else does. We want to respect the part that parents and families play in children’s lives. We want to work together in a real partnership with families. This helps children’s learning, and it helps them to feel happy in nursery. Parents are welcome into the centre at any time to observe your child or to share with us any expertise or skills that you may have.

What is the ratio of staff to children?
2 months - 2 years    1-3
2 years - 3 years    1-4
3 years- 5 years    1-8

 

What additional planned activities do you provide?

Children will be given the experience of visits both in the local environment and further afield. We will also have a range of visitors into the setting for example puppeteers, theatre groups, musicians and artists.

What secure, safe outdoor play areas are there available?

The children will have access to the nursery garden from all of the classrooms. The babies’ area has a picket fence with a gate so that we are able to provide a range of activities that are appropriate for their stage of development. The area is secure.

What is a settling in period?

Our aim is to settle children in at their own pace – when children are ready to move away from their parents, we will encourage and support this. You will always be asked to stay in the centre for your child’s first sessions. You can stay with your child for as long as you judge necessary. If your child is playing happily then you may feel you want to sit in another part of the centre and have a drink. We require you to check with your key person before you move away from the nursery room, or leave the centre. It is a time for your child to get to know their key person - with the reassurance of having you here too. As the relationship develops, your child will be able to trust that the key person and the other staff in the nursery are able to meet her or his needs, they can be helpful, comforting and deal positively with any problems and that they can provide interesting experiences which make it worthwhile to come to Nursery. The settling in process gives you a chance to see how the staff work and what kinds of experiences we offer to the children.

When is the centre closed throughout the year?

The centre will be closed on the 8 bank holidays, the days in between Christmas and New Year and for five days staff training. This means that the centre will be open for 48 weeks, 4 days per a year.

What happens if I am late?

Children must always be collected by 6pm when the nursery closes. If a parent is late then a late fee will be charged.  Our late fees are detailed in our terms and conditions which you will receive on offer of a place.

What should I do if my child is sick or cannot attend?

We ask parents/carers to let us know if their child is not coming to the centre and to inform us of any infectious illnesses. We know that many of the parents are working and sometimes it may be difficult to take time off but the interest of the children is our priority. If a child has sickness and diarrhoea it is important that they are not brought to nursery for 48 hours.

Are Nursery and Creche Staff Qualified?

All staff employed will be required to have either an NNEB, Cache Diploma in Nursery Nursing or NVQ level 3.

Nursery assistants will be following a recognised training qualification while working. We will always be keeping up to date with current research, and staff will be encouraged to attend further training.

General Questions
Can I use my mobile phone in the children’s centre?

No, mobile phones cannot be used in the children’s centre due to our safeguarding policy. However phone calls and text messages can be taken outside of the children’s centre.

Do you have any exercise classes in the evening?

Yes, Zumba classes run term time Thursdays 6.30pm-7.30pm at the Holy Trinity Centre and cost £4 per session.

Do you do couples counselling?

No, Quaggy Community Counselling Service is for individuals over 18 years who live in the local area.

Are Nursery and Creche Staff Qualified?

All staff employed will be required to have either an NNEB, Cache Diploma in Nursery Nursing or NVQ level 3.

Nursery assistants will be following a recognised training qualification while working. We will always be keeping up to date with current research, and staff will be encouraged to attend further training.

What age can I leave my child at crèche?

We take children from 3 months.

Can I leave my child at a stay and play?

A stay and play is different to nursery, you stay at the session and are able to meet other mums, dads and carers in a friendly atmosphere with the opportunity to play with your child.

How much do activities cost?

The majority of activities are free however there is a small charge for some of the events. You can find out whether there is a charge by looking at our booklet. This will also give you information on times and venues.

How can I join groups?

To join any groups in the Centre all you need to do is telephone or come along to the centre to find out details. You will need to register by completing a registration form and we will then inform you of groups and services in our centres.  Please ask at reception for a registration form.

This question relates to general issues regarding Quaggy Development?

We have a highly trained staff team who plan daily for all children’s learning and development. We follow the Early Years Foundation Stage (EYFS) which sets standards for the learning, development and care of children from birth to 5 years old. This framework supports an integrated approach to early learning and care. It gives all professionals a set of common principles and commitments to deliver quality early education and childcare experiences to all children. Children’s progress is monitored carefully at Quaggy and all identified needs planned for.

Family Support
How will you know what support I need?

The Family Support Worker will complete a Family Star with you. This will enable you to tell the worker about your family and situation. The Family Star will explore your family’s strengths and difficulties. You will be able to discuss with the Family Support Worker what the family’s needs are to create goals and actions which will guide the support you receive from the Family Support Worker.

Can you come to appointments with me?

Yes the Family Support Worker is able to support you to appointments for example an appointment at the Woolwich Centre with the Housing Officer.

If I tell you about my family situation will you tell anyone else?

When you meet or talk to the Family Support Worker this information will be kept on a file and will be shared with a supervisor in supervision. If the Family Support Worker wants to speak to another worker about your family or child or share information they will ask for your signed permission.

If the Family Support Worker had worries about your child and talking to you about it would put the child at further harm, then they would share the information without your permission.

Will you come and visit me at home?

Yes the Family Support Worker is able to visit you at home at a time and day that is suitable for you. The Family Support Worker can also meet you at the children’s centre if this is more suitable.

Counselling Services
Will I have to pay for my counselling?

There is no fee for a counselling assessment. For ongoing counselling, we offer a sliding scale of fees, depending on your income, this is discussed at your assessment. For those who are unemployed, or in receipt of benefits, we charge £2 per counselling session. If you are in receipt of benefits, you will be asked to show evidence of this at your assessment.

How long will my counselling sessions last?

Counselling sessions last 50 minutes. Once your ongoing counselling begins, you will see the same counsellor, at the same time each week. We offer a maximum of 24 counselling sessions. 

At what times can I see a Counsellor?

Currently, we offer ongoing counselling on Mondays, Tuesday mornings and Wednesday.

What happens at a counselling assessment?

At your counselling assessment, you will be asked to complete some forms at the start. You will also be asked what has led you to the counselling service, along with some questions about your history. It is understood that coming to counselling can be quite daunting; at Quaggy we do our best to make you feel as comfortable as possible. If it is decided at assessment if counselling is for you, we then ask when best suits you to see a Counsellor. You will also be asked if you would prefer to see a male or female Counsellor.

How can I use the Quaggy Community Counselling Service?

You can use Quaggy Community Counselling Service if you are aged 18 years and over, and live in SE3, SE8, SE10 or SE13, please call 0208 465 9785.

You will then be invited to a counselling assessment. If you live outside of these postcodes, but live wihtin the boroughs of Greenwich and Lewisham and have a child under 18, you can still acess the service as long as you are referred by any Health professional. If you are unsure if this applies to you, please call us.

Do you do couples counselling?

No, Quaggy Community Counselling Service is for individuals over 18 years who live in the local area.

Children's Centres
Can I use my mobile phone in the children’s centre?

No, mobile phones cannot be used in the children’s centre due to our safeguarding policy. However phone calls and text messages can be taken outside of the children’s centre.

How can I come on your summer trips?

Summer trips are organised by the Parents Forum and are for regular users of the Centre.  We encourage people to join the Parents Forum, who meet on the first Friday of the month 11.30am-12.30pm, here you will have the opportunity to help shape services for local families.

Do you have any exercise classes in the evening?

Yes, Zumba classes run term time Thursdays 6.30pm-7.30pm at the Holy Trinity Centre and cost £4 per session.

Are Nursery and Creche Staff Qualified?

All staff employed will be required to have either an NNEB, Cache Diploma in Nursery Nursing or NVQ level 3.

Nursery assistants will be following a recognised training qualification while working. We will always be keeping up to date with current research, and staff will be encouraged to attend further training.

What age can I leave my child at crèche?

We take children from 3 months.

Can I leave my child at a stay and play?

A stay and play is different to nursery, you stay at the session and are able to meet other mums, dads and carers in a friendly atmosphere with the opportunity to play with your child.

How much do activities cost?

The majority of activities are free however there is a small charge for some of the events. You can find out whether there is a charge by looking at our booklet. This will also give you information on times and venues.

How can I join groups?

To join any groups in the Centre all you need to do is telephone or come along to the centre to find out details. You will need to register by completing a registration form and we will then inform you of groups and services in our centres.  Please ask at reception for a registration form.

What is a Children’s Centre?

Children’s Centres offer all families with children under five a range of services, information and support in their local community. The support varies according to local needs but most centres offer the following:

  • advice during pregnancy and when your baby is born
  • home visiting
  • family drop-ins
  • parenting support
  • information about your child’s health needs
  • training courses to improve your life skills or help you back to work
  • help finding specialist groups and services
  • family support.

Centres work closely with other local organisations, so if there is something they can’t help you with themselves, they will usually be able to give you details of an organisation who can.