FAQs
Booking Information
Booking with The BRANCH couldn’t be simpler! All bookings must be made online by first registering via our online booking portal or if you already have a parent account, just Log In. Most questions are answered here on our FAQs, but if you require further information, please call our Parent Line on 07854 519 995.
After you’ve made a booking, you’ll receive a confirmation email outlining all your booking details. Please make sure you check your invoice and let us know right away if anything is incorrect. Responsibility for all booking details lies with the person who made the booking.
We understand that your childcare plans can change. The BRANCH will require 72 hours’ notice of a cancellation prior to the activity start date; this is with the exception of contracted After School Care services, which cannot be cancelled.
As The BRANCH operates a no refund policy, customers who cancel their booking before the 72 hours’ notice period will receive a full credit note which will be placed onto their BRANCH account and will be valid for 12 months from the date of issue. Unfortunately, credit notes cannot be issued for activities which are cancelled within the 72 hours’ notice prior to the activity start date.
No credit notes will be issued for any cancelled individual activity sessions that form part of a weekly block booking for After School Care Services i.e., contracted bookings.
Credit notes will be issued for whole weekly block bookings for School Holiday Club bookings which are cancelled within the 72 hours’ notice period prior to the activity start date.
No. Sessions that are not attended are still chargeable.
My Child
The welfare of your child is our primary concern. Prior to any of our activities commencing, we make sure the venue is appropriate for the care of children aged between 4 and 11 years old. On-site risk assessments are completed and staff are trained in all the necessary policies and procedures. This training includes health, safety, hygiene, safeguarding, first aid, managing children’s behaviour and much more. We also train staff to deliver a variety of different activities, always making sure they are safe and fun.
Whilst your child is in our care, our staff will monitor the activities to check they are safe and running in accordance with our codes of practice. Staff also complete daily welfare reminder checklists for our childcare routines such as hygiene, healthy eating, emergency evacuation, sun protection, hydration and toilet trips. Children are continually supervised by staff throughout the time they are with us.
We understand that parents can feel a little nervous when their child attends a childcare setting for the first time. Our caring staff will make sure that you are quickly put at ease and your child is settled in smoothly. Staff support children who are new to the BRANCH by making sure they’re familiar with the venue, staff and how our programmes work and what they should expect during their time with us.
Further reassurance is provided through the group staff who quickly gets to know your child and their individual needs and interests. Each child will be assigned a Keyworker, also known as their Group Leader, during their time with us. Buddy systems are used to pair children with a friend so everyone feels included. ‘Name’ and ‘Get to know you’ circle games are played during the registration period in the base room so children are immediately involved in a group activity. You’ll be amazed at how quickly children settle in and make new friends.
Yes, each child will be assigned a Keyworker, also known as their Group Leader, during their time with us. They will be responsible for your child’s welfare at The BRANCH. You’ll be notified of who this is when your child first starts attending.
Yes – please tell us anything we need to know about your child’s health e.g., diabetes, epilepsy, serious allergies etc. as part of our online Registration process. You can also update any information you have previously provided to us via our online booking system. In some cases we may need to get additional information from you about your child’s needs. The more information you provide us with the better quality of care we can provide for your child. If your child needs to be given medication whilst in our care, you must let our staff know and complete a Medication Form.
At least one member of The BRANCH staff team is trained to administer an Epi-Pen in an emergency situation. Parents must inform The BRANCH if their child carries an Epi-Pen.
We recommend children wear comfortable clothing and closed toe footwear. We suggest you don’t send them in new or valuable clothing as they will be involved in activities such as field sports and art and crafts. All children will need a long sleeved top, trousers and ankle socks for certain activities.
During warmer seasons please provide and apply sun protection cream each morning, we ask that you show your child how to do this before they attend The BRANCH. Spray on sun lotion is a good option for younger children as the staff can do this for them and the children can then rub it in themselves. Staff will remind children at break times to apply sun cream and help younger ones if needed. It is also a good idea to send a broad-brimmed hat that shades the face, neck and ears.
Please ensure that your child brings a leak proof water bottle with them.
Please make sure all clothing is named and that your child brings home all items at the end of the day. It’s very difficult for us to locate lost property once children have left School Holiday Club.
We strongly advise that children don’t bring mobile phones, watches, computer games, headphones and such like to nay of our clubs. There is no real use for these items when you child is in our care and they are often mislaid as children are busy and excited doing other things. Staff are trained not to put themselves in a difficult position by taking care of such items and we cannot accept responsibility if they are lost or stolen.
No, there’s no need for children to bring any money to our School Holiday Clubs.
We’re parents too, so we understand your concerns, but don’t worry we’re well prepared. At each of our childcare settings we have qualified first aid staff who are trained to deal with accidents and illnesses. Fortunately, almost everything we have to deal with are grazes on knees, nettle stings and so on. Should a child suffer a more serious injury or fall ill whilst in our care you will be contacted immediately.
Payment Options
Contracted bookings for After School Care should be paid for via Direct Debit. We also accept Childcare Vouchers, Tax-Free Childcare payments and Child Grant payments as full or partial payment for contracted After School Care.
In the case of School Holiday Clubs, payment can be made via Debit/Credit card, Child Care Vouchers or Tax-Free Childcare payments.
Ad Hoc/Late bookings for After School Care and School Holiday Clubs must be paid for via Debit/Credit card.
We don’t accept payment via cash, American Express, Paypal, cheque or BACS.
Yes. You can use Childcare Vouchers as full or part payment. When making an online booking select the Childcare Voucher option. Your booking will save on our system for 10 days until we receive your childcare vouchers. After this date, if we haven’t received payment for your booking it will automatically be removed.
However, if you are booking within 14 days of the booking start date you will be required to pay by a credit/debit card at the time of booking and then be reimbursed once we receive your childcare vouchers.
Childcare Vouchers can also be used as full or part payment when settling your account for regular contracted bookings.
Yes, you can pay in part or in full with Tax Free Childcare payments. You can select the option to pay by Tax-Free Childcare online where you must enter your long reference number (usually 4 letters followed by 5 digits and ending in TFC e.g. BBAR12345TFC). Please note you will need to have your reference to hand when making a booking.
Like Childcare Voucher payments, the booking will save on our system for 10 days. If we haven’t received the minimum payment for your booking by this time, the booking will be automatically removed.
If you are booking within 14 days of the booking start date you will need to make the full payment by credit/debit card at the time of booking which we will reimburse you once we receive the Tax Free Childcare payment.
Groupings
As long as both children reciprocate the request and are of a similar age (maximum difference 2 years) we can usually accommodate this. We can only offer one grouping request per child.
Please be aware that this also applies to siblings and they will not automatically be grouped together.
Of course, we’ll always try and accommodate any group requests, however they cannot be guaranteed.
We will not group children together if there is a grouping chain. If one child wants to be with another, who wants to be with another and so on, then grouping becomes impossible. That’s why we only guarantee one advance and reciprocated grouping request per child.
Our groupings are organised week by week. There will be no changes to the groupings within the week. If you’re booking for more than one week you may find that your child will be placed in different groups on the different weeks. This is because the age profile of the Holiday Club changes week by week. Please don’t be alarmed by this as your child will always be in the right age band and therefore with children of a similar age. Please be advised there are no group movements after Monday morning of that week as this can be unsettling for the children.
Children are grouped with others of a similar age where the maximum age difference of children in a group will generally not be more than two years.
We group the children by taking the youngest on roll to form the first group and then continue this process for all of the children booked in for that particular week, based on our maximum group sizes for each age band.
Siblings are not automatically grouped together. Children are grouped according to the appropriate age groups.
School Holiday Club Days
Our standard hours are 9:00 am to 5pm. You can drop children off between 9:00am and 10.30am and collect at the end of the day by 5pm.
Dropping your child off is normally a very quick process but please allow extra time on your child’s first day
Where possible, please avoid dropping off or collecting your child within the 10:30am to 3:30pm period as children and staff will be taking part in activity sessions. If you do need to drop off or collect within these hours please call the camp directly first to arrange this with the Site Manager.
Parents can view our School Holiday Club menus at the club venue. During our School Holiday Club days, children are offered a morning snack with a drink. At lunch they are offered a hot, delicious, nutritiously balanced lunch, with a dessert. Later during the afternoon children are offered a light afternoon snack.
The day is organised into six 45-60 minute sessions. Children will be given a choice of at least two activities in each session. We offer a range of activities so there are choices for children whether they’re into sports or more creative activities. There’s a short morning break, a lunch break and a short afternoon break for the children during the day.
If you think you’ll be later than 5:00pm please arrange for someone else to collect your child. Please also notify us via the Parent Line on 07854 519 995 so that our staff can let your child/ren know.
We’re only registered to care for children until 5:00pm and are obliged to notify Children’s Services of any child still on site after this time. Any parents collecting children after 5:00pm will also incur a charge of £10 for every 15 minute increment of lateness.
We can’t organise the weather, but we do have a wet weather programme which swings into operation at the first sign of rain. As we provide holiday childcare, we always have the British weather in the back of our minds. Some activities will be withdrawn in wet weather for safety reasons.
After School Care Clubs
Children must be collected from our After School Care Clubs by 6:00pm. Late fees apply for collection after 6:00pm.
If you think you’ll be later than 6.00pm please arrange for someone else to collect your child. Please also notify us via the Parent Line on 07854 519 995 so that our staff can let your children know.
We’re only registered to care for children until 6.00pm and are obliged to notify Children’s Services of any child still on site after this time. Any parents collecting children after 6.00pm will also incur a charge of £10 for every 15 minute increment of lateness.
Children attending BRANCH After School Care Clubs are offered a wide selection of freshly made afternoon sandwiches, fresh fruit, a drink and a dessert. Please see our ‘After School Snack Menu’ for more information.
Unfortunately not. We can however provide access to an area where your child can independently make a start on their homework.
