Terrible experience
We were very disappointed with the following:
- On two occasions during our daughter's 3 months at the setting we were provided with insufficient notice of holidays, leaving us to find alternative provision. The Fees and Admissions Policy we were provided with by Jessica stated that all her holiday dates would be shared in January. The contract we signed stated that 4 weeks' notice would be provided. Neither condition was met.
- In addition to the above, there were several other major administration errors during our short time at the setting. These included: being charged for a higher hourly rate than stated on our contract, being over charged for a late payment, being charged for dates during the school holidays for which we were not contracted, being incorrectly invoiced again after Jessica's initial errors.
- On one occasion my partner dropped our daughter off at the setting and saw a lady peering around one of the internal doors. Jessica later confirmed that this was her mother staying with them for a short visit, but it would have been nice to have been forewarned about the presence of an adult that would not normally be at the setting. Jessica pointed out that under Ofsted regulations there was no need for the presence of the adult visitor to be declared, but some communication to this end would have been appreciated.
- There are several pets at the setting (not a problem in itself) including a cat that I have seen escape from the front door. Jessica left the setting to pursue the cat, leaving the children in her care unattended at the open front door, which is the length of the driveway away from a busy estate road. Facebook posts suggest that the cat has escaped on at least one other occasion.
- We are currently seeking legal advice to pursue fees that we paid in advance after Jessica terminated our contract after a disagreement about whether our daughter was fit for the setting. She is refusing to refund the money paid for services she is no longer willing to provide. The detailed email from Jessica informing us of her decision to terminate our contract was received within an hour of my partner leaving the setting with our daughter. There were other young children in Jessica's care present at the setting that day. Jessica has since reported to me that the exchange with my partner left her in a state of 'emotional distress'. My partner was also left in a state of emotional distress after the exchange with Jessica.
Response from Jessica
Responded
Thank you for your feedback. While I am sorry that you felt disappointed with your experience, I would like to clarify the following for balance:
I fully acknowledge that one holiday notice was sent with less than four weeks' notice due to your start date being after my original yearly notification. You were not charged for that time, and this was openly discussed.
I take great care in my invoicing and administration. An input error was identified by me, communicated to you, and refunded promptly. Additional queries raised were responded to and adjusted as appropriate.
I am registered with Ofsted and follow all safeguarding requirements. Visitors to my home are never left unsupervised with children, and as confirmed, the person referred to was my 78 year old mother, visiting briefly. There is no regulatory requirement to declare one-off visitors who are not involved in care.
With regard to my pets, the children in my care are never left unattended, and safety is always my first priority. The suggestion that children were left at an open front door is not accurate.
The decision to terminate our agreement was made following repeated breaches of my illness policy and a serious breakdown in the professional relationship, including an inappropriate exchange at my door in front of children. As per the contract you signed, four weeks' payment in lieu of notice is applicable and no refund is due. Ofsted have been notified and confirmed no concerns.
I continue to work with families in accordance with my policies, safeguarding responsibilities, and contractual obligations.
Kind regards,
Jessica
Little Hoppers Childminding
