Frequently Asked Questions

Why are you called Elephant Moon?

We chose the name because we believe it sums up the two aspects of what we do. Elephant symbolises our team, family-centred community that works together to care and nurture. Moon embodies the experience children have in our nurseries: a magical journey full of discovery and possibility where even the sky is not the limit!

If you have any other questions to ask us, please do get in touch with us

Are you Ofsted registered?

Yes. At our latest inspection we were graded ‘Good with elements of Outstanding’. Visit the Ofsted website to view the reports using our Ofsted numbers. Elephant Moon Cheltenham: EY320769.

How many staff will look after my child?

In line with Ofsted guidelines our staff-to-children ratios are:
Under 2 years: 1 adult to every 3 children; 2 -3 years: 1 adult to every 4 children; 3-5 years:1 adult to every 8 children.

What qualifications do your staff hold?

Over 80% of our staff hold an NVQ Level 3 or above in childcare (or equivalent) – the majority of the remainder have either NVQ Level 2 (the requirement set by Ofsted) or are trainees working towards their Level 3. This includes three members of staff trained to qualified Teacher Status (EYT) and four members of staff with BA degrees in early childhood studies. Almost all of our staff have been trained in Paediatric First Aid and also Safeguarding (child protection).

What are your opening hours?

The Nursery opens at 7.30am and closes at 6.30pm every day and is open 51 weeks a year; we are closed on UK Bank Holidays and between Christmas and New Year.

Do I need to bring anything to the nursery?

While your child is on formula milk you are required to provide us with measured-out formula; we will make up bottles as and when needed. You will also need to supply nappies, creams, any comforters your child is used to and any medication required by your child. We also ask parents to bring in at least one spare set of clothes (or more if your child is toilet training).

How do you help my child settle in to nursery?

We recommend a minimum of two settling-in sessions – one where you stay with your child, chat and get to know the staff in your child’s room, the other where you leave them for about an hour. Depending on how the settling-in sessions go, we are happy to arrange more sessions as necessary. We will also ask you to complete a Baby Routine Sheet so that we understand your child’s daily routine, their likes and dislikes, sleep patterns through the day etc.

What happens if my child is taken ill at nursery?

If your child is taken ill we will contact you immediately. In some cases we may ask permission to give Calpol or another medication. We may ask you to come and collect your child if they are not well enough to be in nursery or have a contagious illness. It is important that your child is well before returning to nursery in the interests of other children.

What happens if my child is ill and cannot attend nursery?

We ask that you telephone and let us know if your child is not able to attend. Unfortunately, no refund can be made if illness prevents your child from attending nursery.

Tell me about your fees.

We review our fees annually. They are payable on the 1st of the month. Payment is made in advance, either by direct debit or childcare vouchers.

Can I use childcare vouchers?

Yes. We are registered with all the main childcare voucher providers, however, if your employer uses one we are not registered with, we can register with them. We are happy to accept childcare vouchers from both parents, even if they are from different voucher providers.

Can I claim the Nursery Education Grant at Elephant Moon?

Yes, every child can claim 15 hours of nursery education (increasing to 30 hours if you are eligible) from the term after their third birthday. The grant is only received for 38 weeks a year, however if you choose to continue with full days, we will divide your contribution each month so that you pay roughly the same amount each month.

How do I know my child is safe in nursery?

The nursery is accessed via a video entry system – anyone not known to us will not be admitted. There is also CCTV surveillance outside and inside the nursery, the play area is enclosed. All staff undergo an enhanced Disclosure and Barring Service (DBS) check – until this is received they are never left unsupervised in the rooms.

Does Elephant Moon have a full set of policies and procedures I can view?

Yes, all our main policies are procedures available to view in our reception area. If there are any specific policies or procedures you would like to see, please ask us. We review our policies at least once a year, more frequently when, for example, there is a change in legislation.

Do your staff bring mobile phones into the nursery?

All staff must leave their phones in the office when they report for work. Parents may bring a mobile phone into the nursery however we request that they are not used within the nursery.

How do I keep up with what my child is doing at nursery?

Every day you will be given daily feedback. For all the children a daily diary is provided which contains information such as what your child has eaten, when they have slept and when they have had nappy changes. You will also be given access to your child’s Tapestry account (online learning journal) where you are able to view photos and observations from your child’s daily activities. We also carry out regular assessments of how the children are developing in line with the Early Years Foundation Stage, which you are able to view and contribute to during regularly key person evenings with your child’s key worker.

Do you cater for food allergies?

We are more than happy to accommodate different dietary requirements. When your child starts nursery you will be asked to complete a Registration Form, which will include details of any allergies. Any allergies or food intolerances will require doctor’s confirmation. We will then discuss individual dietary requirements with parents and provide alternatives as required. We may ask you to provide certain foods for your child, eg gluten-free bread or goat’s milk.

What happens if for some reason I am unable to collect my child?

If you know in advance that somebody else will be collecting your child, a Third Party Collection Form must be completed and returned to us prior to the third party arriving at nursery. That person will need to provide a password to tell us on arrival (provided to them by you) and bring identification. If it is a last-minute, unplanned change, we ask that one parent telephones us and again, both a password and identification are require to be provided on arrival.

What happens if I am delayed when collecting my child?

We understand that occasionally you may be delayed however we ask that you contact us as soon as you know you will be late so that we can make arrangements for staff to stay behind. As we have to pay two staff to stay behind, you may be subject to a surcharge, details of which are available at the nursery. If we are unaware that you are going to be late we will endeavour to contact you and/or your emergency contacts. If we are unable to make contact with anyone we will follow our Uncollected Child Procedure. Please get in touch with us for more details.