For Parents | Hillside Gems

All for Parents

Download our Parent Handbook here

When To Contact Us - Quick Guide

We want to make communication simple and clear. Use this guide to know who to contact and how quickly to act.

Non-Urgent

Please email us for general queries, updates or anything that does not require same-day action.

Little Waltham: LW@hillside-gems.co.uk

Terling: Terling@hillside-gems.co.uk

The Barn: barn@hillside-gems.co.uk

I have a general question about my child’s day or routine

Action:

Email the Nursery or speak to staff at drop-off/pick-up.

I have a question about fees, invoices or funding

Action:

Please email the Nursery and the Manager will be able to support you.

I would like to share information about my child (interests, changes at home, routines)

Action:

Please share via Tapestry. This is where we safely log all the children''s progress.

I would like to raise feedback or a general concern

Action:

Email the nursery manager so this can be followed up appropriately.

I need to inform you about a planned absence (holiday or appointment)

Action:

Email in advance so we can update our registers.

To help protect our nursery from unsolicited calls and ensure lines remain available for families, phone numbers for each site are shared directly with parents once enrolled.

My child is unexpectedly unwell

Action:

Message or call the Nursery before 10am via WhatsApp or the landline.

Reason:
If we do not hear from you, we will follow up as part of our safeguarding procedures.

I cannot collect my child as planned

Action:

Message or call the Nursery before 10am via WhatsApp or the landline.

Reason:

We must confirm authorised collection

Someone different is collecting my child on a different day

Action:

Message or call the Nursery before 10am via WhatsApp or the landline.

Reason:

We need to verify identity and password

I am running late for collection

Action:

Message or call the Nursery before 10am via WhatsApp or the landline.

Reason:

Ensures safe supervision and staffing

I need to speak to someone urgently today

Action:

Call the Nursery.

Reason:

Messages may not be seen immediately

I have a safeguarding concern

Action:

Contact the Manager or DSL immediately

Reason:

All safeguarding concerns must be acted on without delay.

My child has been sick overnight / this morning

Action:

Message the Nursery anytime before 10am via WhatsApp.

Reason:

You can message anytime that's convenient to you without having to wait until opening hours.

If you have any further questions, please feel free to email us on: team@hillside-gems.co.uk