Frequently Asked Questions
Parent Help Centre
How Can We Help?
Search for a question or choose a topic below. If you cannot find what you need, our nursery team will be happy to help.
Getting Started
Places, Visits & Joining Us
Where are your nurseries?
Shooting Stars has settings in Oldham and Ashton-under-Lyne. You can explore each nursery, find its contact details and learn more about the care available on our nursery pages.
What types of childcare do you offer?
We offer nursery care, wraparound care and holiday care. The right option depends on your child’s age, school and the sessions your family needs.
What ages do you care for?
Our nursery provision supports children from babies through to pre-school age. Wraparound and holiday care are for older children within the ages served by the relevant setting. Please contact us with your child’s date of birth and school so we can confirm the most suitable provision.
Can I visit before applying for a place?
Yes. A visit is the best way to meet the team, see the rooms and ask questions about your child’s routine. Contact us to arrange a convenient time at Oldham or Ashton-under-Lyne.
How do I enquire about or apply for a place?
Send us an enquiry with your child’s name, date of birth, preferred setting, required start date and the days or sessions you need. Our team will then explain availability and the next steps.
Oldham enquiry and application Ashton enquiry and application
Do you have a waiting list?
Availability can differ by setting, room, day and session. If your preferred place is not immediately available, the nursery team can explain the current waiting-list position and discuss any suitable alternatives.
How far in advance should I enquire?
We recommend enquiring as soon as you know the setting, likely start date and sessions you require. Popular days can fill more quickly, but you are always welcome to ask about current or short-notice availability.
What are your opening hours?
Opening times and the sessions offered can vary by setting and type of care. Please use the location pages or contact the nursery directly for the hours that apply to your booking.
Are the nurseries open all year?
Our nursery care operates for 50 weeks of the year. Planned closures and important dates are shared with families in advance. Holiday and wraparound provision follow their own calendars, so please check the details for the care you use.
Can I change my child’s booked days or sessions?
We will always try to help, but changes depend on space, staffing and the notice requirements in your agreement. Speak to the nursery team before changing your attendance pattern.
Everyday Nursery Life
Settling In & Daily Care
How does the settling-in process work?
Settling in is planned around the individual child. Short visits help your child become familiar with their key person, room and routine, while giving you time to share everything that helps us care for them well. We adjust the process when a child needs more time or a gentler transition.
What is a key person?
Your child’s key person builds a secure relationship with them, gets to know their interests and routines, and becomes a main point of contact for your family. Other team members will also know and care for your child, so support remains consistent.
What if my child becomes upset at drop-off?
This is common, especially at the beginning. We use calm, familiar routines and comfort from trusted practitioners to help children feel secure. We will agree the best handover approach with you and keep you informed about how they settle.
What should my child bring to nursery?
Please bring weather-appropriate spare clothing and any personal items agreed with the nursery, such as nappies, a comfort item or feeding supplies. The exact list varies by age and room, so your setting will confirm what is provided and what you need to pack.
Should I label my child’s belongings?
Yes, please clearly label clothing, coats, shoes, bags, bottles and comfort items. Nursery life is busy and labelling makes it much easier to return belongings to the right family.
What should my child wear?
Choose comfortable clothing that allows active, creative and outdoor play. Children may get messy while exploring, so please avoid anything that cannot be easily washed and send suitable layers for the weather.
Can my child bring a comfort item?
A familiar comforter can be very helpful during settling, rest or moments when reassurance is needed. Please label it and discuss safe storage and use with your child’s key person.
Will you follow my baby’s home routine?
We take time to understand your baby’s usual sleep, feeding and care routines. We aim for consistency while responding to your baby’s cues and keeping you updated as their needs change.
Do children have naps or quiet time?
Yes. Sleep and rest are based on each child’s age, needs and home routine. We provide an appropriate rest environment, carry out regular checks and share sleep information with families.
Can you support expressed milk, formula or weaning routines?
Please discuss your baby’s feeding routine with the setting before they start. The team will explain how milk and food must be prepared, labelled, transported and stored so that it can be managed safely.
How do you support toilet training?
We work in partnership with families so the language, routine and expectations are consistent between home and nursery. The approach is encouraging and respectful, without pressure or shame, and is adjusted to each child’s readiness.
Do you provide meals and snacks?
Food arrangements depend on the setting and session booked. Your nursery will explain what is included, the meal and snack times, and whether anything needs to be supplied from home.
Can you accommodate allergies, dietary needs or religious requirements?
Please tell us about every allergy, intolerance, medical diet, religious requirement or food preference before your child starts. We will record the information, discuss reasonable arrangements with you and agree a safe plan with the setting.
How will I know what my child has done each day?
We use Famly to share important care information, updates and moments from your child’s day. Practitioners also value face-to- face conversations at collection when there is something useful to discuss.
Learning Through Play
Learning & Development
What is the Shooting Stars approach?
Our approach is built around secure relationships, purposeful play and the belief that every child is a capable, curious learner. Practitioners follow children’s interests while intentionally creating experiences that extend their thinking.
What are the Five Planets of Learning?
The Five Planets help us describe the broad experiences we want children to develop: Curiosity, Communication, Belonging, Independence and Horizons. Together they support confident, connected and enthusiastic learners.
Is learning at nursery play-based?
Yes. Young children learn deeply through play, conversation, movement, exploration and relationships. Practitioners carefully plan the environment and join children’s play in ways that add language, challenge and new possibilities.
How do you track my child’s progress?
Practitioners observe children during meaningful everyday experiences and use their professional knowledge to understand progress and next steps. Information is shared with families, and your knowledge of your child is an important part of the picture.
How do you prepare children for school?
School readiness is much more than early reading or writing. We help children build communication, independence, self-care, confidence, curiosity, listening and the ability to form relationships—strong foundations for what comes next.
Do children play outdoors?
Outdoor play is an important part of children’s learning, wellbeing and physical development. Please send suitable clothing for changing weather so your child can comfortably take part.
Do you take children on local outings?
Settings may use local visits to broaden children’s experiences. Any outing is planned and risk assessed, with the required permissions and information shared with families in line with nursery policy.
How can families contribute to their child’s learning?
Tell us about your child’s interests, new words, achievements, family experiences and changes at home. Sharing through Famly or speaking with the key person helps us connect nursery learning with the child’s wider life.
How are transitions between nursery rooms managed?
Room moves are based on the child’s development and needs, not simply a birthday. Practitioners plan visits, share information and build relationships gradually so the next room becomes familiar before the transition is completed.
Every Child Included
SEND, Additional Needs & Inclusion
How do you support children with additional needs or SEND?
We begin with the individual child: their strengths, interests, communication and the support that helps them participate. We work closely with families, make appropriate adjustments and review strategies as the child develops.
Do you have a Special Educational Needs Coordinator?
Yes. The setting’s SENCo supports practitioners and families to identify needs, plan appropriate support, review progress and liaise with other professionals where this is helpful and agreed.
Can my child attend without a formal diagnosis?
A diagnosis is not required for us to listen to concerns or begin putting suitable support in place. Please share as much information as you can so we can understand your child and plan together from the start.
What should I do if I am concerned about my child’s development?
Speak with your child’s key person or the nursery SENCo. We can compare what you see at home with observations at nursery, agree useful next steps and, with your involvement, seek further advice when appropriate.
Do you work with outside professionals?
Where appropriate, we can work with health visitors, speech and language therapists, area SENCos, schools and other relevant professionals. Information is shared lawfully and with the appropriate involvement of parents or carers.
Can you support a child with a medical condition?
Please discuss the condition and required care before your child starts. We will consider the child’s needs, staff training, medication, risk assessment and any healthcare plan so that safe and reasonable arrangements can be agreed.
How do you support children who are learning English as an additional language?
We value the child’s home language and use warm relationships, play, visuals, gesture, repetition and meaningful conversation to support understanding and communication. Families can help by sharing useful words, songs and cultural knowledge with us.
How do you respect different cultures, faiths and family structures?
Children should see themselves and their families respected in nursery life. We welcome information about your family’s culture, faith, celebrations, language and routines so that our practice can be inclusive and meaningful.
Understanding Childcare Costs
Fees, Funding & Payments
Where can I see your current fees?
Our fees and funding page lets you choose the nursery and view the relevant price information. Please make sure you select the correct setting because charges can differ between Oldham and Ashton-under-Lyne.
What funded childcare is available?
Depending on your child’s age and your family circumstances, you may qualify for the universal 15 hours, support for eligible two-year-olds or working-parent childcare. Eligibility and start dates are set by the government, while nursery places remain subject to availability.
Who can get working-parent funded childcare?
Eligible working parents in England may receive up to 30 funded hours a week for children aged from 9 months until school age, normally based on 38 weeks of the year. Age, work, income and immigration conditions apply, so use the official checker for a decision about your family.
Does every three- and four-year-old get 15 funded hours?
All three- and four-year-olds in England can receive 570 funded hours a year from the term after their third birthday. This universal entitlement is not means tested and does not require a working-parent eligibility code, although the nursery will need information to register the claim.
Is there funded childcare for two-year-olds receiving extra support?
Some two-year-olds qualify for 15 hours because the family or child receives specified additional support. This is separate from working-parent childcare, and eligibility should be checked through the official service or your local authority.
When can my child start using funded hours?
Funded entitlement usually begins from the relevant term after the child reaches the qualifying age or the family becomes eligible. Apply before the government deadline for that term and give the nursery the required information early enough for the code and place to be checked.
How do I apply for a working-parent childcare code?
Apply through the government childcare service. If approved, you will receive an 11-digit code to give to the nursery with the requested parent and child details so it can be validated.
Do I need to reconfirm my funded childcare code?
Yes, working-parent eligibility must normally be reconfirmed through your childcare account every three months, even if your child has not started yet. Reconfirm by the date shown in your account to protect the next term’s funding. The universal 15 hours for three- and four-year-olds does not use this code.
Can funded hours be stretched across the year?
Yes. Because nursery care is open for 50 weeks, eligible families may choose to spread funding instead of using it only during the standard 38 funded weeks. A 30-hour entitlement becomes up to 22.8 hours per week over 50 weeks, while 15 hours becomes up to 11.4 hours per week. The attendance pattern must be agreed with the nursery and is subject to availability.
Can I use funding during term time instead?
Yes. Families can choose a term-time pattern instead of stretching the annual entitlement, provided the requested sessions can be accommodated. Our team can help compare the two options against your childcare needs.
Does funded childcare cover every nursery cost?
Government funding pays for eligible childcare hours. Meals, snacks, consumables, additional hours or optional extras may not be included in the funded amount. Your setting’s fee information explains what applies to the sessions you choose.
What happens if funding covers only part of my booked hours?
Funded hours are applied to the eligible part of the booking. Any remaining booked care is charged at the normal nursery rate for the relevant session or proportion of that session. The team can provide a personalised estimate before you confirm the pattern.
How and when are fees invoiced?
Nursery accounts and invoices are managed through Famly. Your agreement and invoice will show the payment due date, funded hours, discounts and any chargeable care. Contact the setting promptly if anything on an invoice appears unclear.
Which payment methods do you accept?
Families manage their account through Famly, and eligible childcare costs can also be supported through Tax-Free Childcare, existing childcare voucher schemes, Universal Credit childcare payments and approved university or college childcare grants. Ask the nursery for the reference details needed for your chosen method.
Do you accept Tax-Free Childcare?
Yes. Eligible families can use a Tax-Free Childcare account to help pay registered childcare fees. The government adds £2 for every £8 paid into the account, within its limits. You cannot use Tax-Free Childcare at the same time as Universal Credit childcare or childcare vouchers.
Tax-Free Childcare information Sign in to your childcare account
Can Universal Credit help with childcare costs?
Eligible families may be able to claim back up to 85% of registered childcare costs. You usually pay the childcare first, then report the cost with evidence such as an invoice or receipt. Universal Credit childcare cannot be claimed at the same time as Tax-Free Childcare.
Do you accept university or college childcare grants?
We can support eligible families using approved student childcare funding. The exact scheme and payment process depend on your course and funding body, so contact your provider and our nursery team before arranging payment.
Do you accept childcare vouchers?
We can accept payments from existing employer childcare voucher schemes. These schemes are closed to new applicants, but some families who already belong to one can continue using it if they meet the scheme rules.
Do you offer any discounts?
We offer a 10% sibling discount and a 10% NHS and key worker discount, subject to the nursery’s terms and suitable evidence. Please ask the team to confirm how a discount applies to your account and whether any exclusions affect funded or additional charges.
Are fees still payable when my child is absent or we are on holiday?
Booked sessions reserve your child’s place and charges are governed by the terms you accept when registering. Please check your agreement for absence, holiday, closure and notice rules, or ask the nursery team to explain how they apply to your booking.
Care Around School & Holidays
Wraparound & Holiday Care
What is wraparound care?
Wraparound care supports families before and after the school day. Depending on the setting and school served, this can include breakfast club, after-school care and agreed school collection or drop-off arrangements.
Can I book breakfast club, after-school club or both?
You can enquire about the combination that suits your family. Places depend on availability, the school served and the regular booking pattern required by the setting.
Which schools do you collect from or drop off at?
School routes can change and differ between settings. Tell us your child’s school and the sessions you need so the team can confirm whether it is currently served and explain the handover arrangements.
Can I book wraparound care occasionally?
Regular and occasional availability depends on staffing, places and transport arrangements. Contact the relevant setting before relying on an ad-hoc space, as a place is not guaranteed until it has been confirmed.
What is holiday care?
Holiday care gives children a safe, engaging place to spend school holidays while supporting working families. Sessions are built around play, friendships, activities and opportunities to relax away from the school-day routine.
Does my child need to attend your nursery to use holiday care?
Holiday-care eligibility, ages and priority arrangements depend on the setting and available places. Contact us with your child’s age and the dates required and we will confirm whether the provision is suitable.
How do I book holiday care?
Holiday places should be requested in advance and are confirmed subject to availability. The setting will tell you which dates are running, what information is required and when payment is due.
What do children do in wraparound and holiday care?
Children have opportunities for active play, creativity, games, friendships and quieter choices. Activities vary according to children’s ages, interests, the season and the facilities available at the setting.
Can childcare support help pay for wraparound or holiday care?
Eligible registered childcare costs can include breakfast, after-school and holiday clubs. Tax-Free Childcare or Universal Credit childcare may help, but their rules differ and they cannot be used together. Check the official guidance and ask the setting for the payment evidence or provider details you need.
Keeping Children Safe
Health, Safety & Attendance
What should I do if my child is unwell?
Tell the setting as soon as possible and keep your child at home when they are too unwell to take part comfortably or may spread infection. The nursery’s sickness policy and current health guidance will be used to decide when they can return.
How long must my child stay away after vomiting or diarrhoea?
NHS guidance says children should stay away from nursery until they have not vomited or had diarrhoea for at least 48 hours. Please also tell us about any diagnosed infection, as different exclusion periods can apply.
Can you give my child medicine?
Medication can only be managed in line with the nursery’s medicine policy, with the required information and written parental permission. Speak to the setting before arrival so the medicine, dosage, storage and administration requirements can be checked.
How do you manage allergies and emergency medication?
Allergies and medical needs must be disclosed before attendance. We work with parents to record triggers, symptoms, prevention, emergency action, staff training and medication so a clear and safe plan is in place.
What happens if my child has an accident at nursery?
Trained staff provide appropriate first aid, record what happened and inform the parent or carer. For a serious injury or emergency we will seek urgent medical help and contact the child’s emergency contacts as quickly as possible.
How do you keep children safe?
Safeguarding runs through recruitment, staff training, secure collection, supervision, risk assessment, information sharing and our response to concerns. Every team member has a responsibility to notice, record and act when a child may need protection.
Who is allowed to collect my child?
Children are released only under the collection arrangements agreed with the nursery. Tell us in advance about any change and make sure the collector can provide the identification or security information requested by the setting.
How do I report an absence?
Please notify the setting as early as possible through the method it has given you, such as Famly or a direct call. Include the reason for absence and any illness information that may help us protect other children.
What happens if I am late collecting my child?
Contact the setting immediately so we know you are safe and can follow the late-collection procedure. Repeated or significant lateness may lead to additional charges or further action under the nursery’s terms and safeguarding responsibilities.
How will I know about an emergency closure?
If severe weather, a utility failure or another emergency affects opening, the setting will contact families using its available communication channels. Keep your phone number, email address and Famly notifications up to date.
Do children still go outside in cold or wet weather?
Outdoor experiences remain valuable throughout the year when conditions are safe. Please provide suitable named clothing such as a coat, sun hat or weather-appropriate footwear, following the advice from your setting.
What should I do if I have a concern or complaint?
Raise the matter with the setting so it can be understood and addressed through the nursery complaints procedure. If a childcare complaint remains unresolved after the provider’s process, Ofsted explains when and how it may be contacted. If a child is at immediate risk, seek emergency help straight away.
Staying Connected
Famly, Communication & Policies
What is the Famly app?
Famly is the platform we use to help families stay connected with nursery. It brings messages, updates, important information and account management together in one place.
How do I get access to Famly?
The nursery links your account to the email address held for your child and sends an invitation. If you have not received it, check your junk folder and confirm your email address with the setting rather than creating an unrelated account.
What information will I receive through Famly?
Depending on your child’s age and setting, Famly may be used for care information, observations, photos, messages, announcements, documents, invoices and reminders. Urgent or sensitive matters may still be discussed directly by phone or in person.
Can I message the nursery through Famly?
Yes, Famly can be used for routine communication. For urgent messages affecting collection, medication or attendance that day, use the contact method advised by your setting so the right team member receives it promptly.
Can I view and pay fees through Famly?
Famly is used to manage your nursery account and view invoices. The setting will explain the payment options connected to your account and how to reference external support such as Tax-Free Childcare or vouchers.
What if I am not receiving Famly notifications?
Check the notification settings inside Famly and the permissions for the app in your phone settings. Also confirm that the nursery has your correct email address and that messages are not being filtered into junk or spam.
How do I update my contact or emergency details?
Tell the nursery immediately if your phone number, address, email, emergency contacts, parental responsibility information or collection permissions change. Do not rely only on editing an app profile when the change affects safeguarding or consent.
How are photos and personal information used?
Information is handled for childcare, safeguarding, learning, communication and legal purposes in line with our privacy information and your recorded permissions. Speak to the nursery if you want to review a photo or consent choice.
Where can I read your nursery policies?
Our safeguarding page currently includes the Safeguarding Policy and Accidents and Incidents Policy. For any other policy, ask the relevant nursery team and they can provide the current document or explain how it applies to your child.
Safeguarding policies and information Ask Oldham for a policy Ask Ashton for a policy
How can I share feedback or a compliment?
You can speak to the nursery team, send a message through Famly or contact us through the website. Feedback helps us understand what is working well and where we can improve.
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