Faqs - Shropshire Tutor

Faqs

FAQ last updated: September 16, 2018

Parent Portal (12)

Our online Parent Portal allows you as a parent, to keep track of your child’s lessons/bookings with us.

The portal will help you:

  • Manage payments for future lessons
  • Check your account balance
  • Maintain your personal contact details
  • Maintain your child’s details
  • View when your next lesson is scheduled
  • View documents we share with you
  • Contact us directly via message link

The portal is available 24×7 and we will soon be delivering a version for the iPhone and Android devices.

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All customers that receive either SATs or Private Tuition from us and have completed a registration form, would of received an email notification with your login details and the secure link to the portal.

Simply follow the instructions on the email to access your account, or, log onto our website and click the Parent Portal link and the top right hand-side of the page.

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Access to the portal is only available to customers that take our SATs and Private Tuition lessons. If you take our Little Learners programme, then at this time you will not have access to the portal.

If you have completed a registration form and provided an email address, then you should of received an email notification with your log in details. If you haven’t, please check your junk folder in your email software to see if it has landed there.

If its not there, please contact our Customer Services team on 0800 689 0193 or info@shropshiretutor.co.uk, giving us your name, address and child’s first name and date of birth.

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Yes please. It will make your lifes and ours easier!

Due to the increase in demand for our services, we are looking to automate as much of our admin/back office functions as possible, which includes, maintaining customer details, payments, lesson scheduling etc..

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Yes you can.

Once you account balance falls below £30.00 we will send you a credit request which will have a link in the email we send you to top-up your account with.

This ensures that where you have rolling lessons with us each week, your account balance covers the costs of those lessons.

Once a lesson completes, we deduct automatically the cost of the lesson from your account balance.

You can top-up your account balance via:

  • Credit or debit card using our integration partner, Stripe. Your account will automatically be updated once payment completes.
  • Bank Transfer. Payments should be made to: Natwest. Sort code: 60-21-57. Account No. 2708770940. It can take upto 7 working days before your account is credited with the amount. Please ensure that you use your customer reference ID in the reference field so we can tie up the payment with your account.
  • Re-occurring card payments. We can set up a re-occurring payment to be made on a set date to your chosen credit or debit card. To set this up, simply call our Customer Services on 0800 689 0193 or email us at info@shropshiretutor.co.uk and we will contact you back to arrange.

We do not charge any fees for credit or debit card processing.

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This is a six digit unique reference that associates you, your payments, lessons etc. to your online account in our Parent Portal.

Simply log into the Parent Portal, and you’ll see a six digit number on the right hand side (called ID). Ignore the comma!

Use this reference number on all correspondance with us and all bank transfer payments.

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This is the amount of credit you have left on your account with us which is used to pay for lessons that you book.

Log onto the Parent Portal, and you can see the available balance left on your account. If it falls below £30.00 and you have lessons booked in the future, we will send you a reminder to top-up your account and payment details of how to do it.

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If we have scheduled lessons with you in the future, and your account is not in credit (enough money to cover the next set of lessons) then we will either cancel or postpone your lesson until your account is back in credit.

If your account balance continues to be in debt, following several reminders, we may be forced to cancel your contract with us indefinitely.

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Please check your junk folder on your email software. If its not in there, please contact our Customer Services team on 0800 689 0193 or email info@shropshiretutor.co.uk and we will issue out a reminder manually.

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In the first instance, please always contact our Customer Services on 0800 689 0193 or email on info@shropshiretutor.co.uk, giving details of the any problems.

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Please discuss with your tutor, or contact our Customer Services on 0800 689 0193 or email info@shropshiretutor.co.uk

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Please contact our Customer Services team on 0800 689 0193 or email info@shropshiretutor.co.uk

Do not discuss with your tutor as they will be unable to help with any payment/account queries.

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Payments (11)

Services can be paid in the following ways:

  • You can pay online via the Parent Portal site when we send you a request for payment (credit request):
    • Credit or debit card using our integration partner, Stripe. Your account will automatically be updated once payment completes.
  • Bank Transfer. Please contact us for our bank details. It can take upto 7 working days before your account is credited with the amount. Please ensure that you use your customer reference ID in the reference field so we can tie up the payment with your account.
  • Re-occurring card payments. We can set up a re-occurring payment to be made on a set date to your chosen credit or debit card. To set this up, simply call our Customer Services on 0800 689 0193 or email us at info@shropshiretutor.co.uk and we will contact you back to arrange.

We do not charge any fees for credit or debit card processing. We have stopped using Paypal as our Payment Provider due to the costs incurred. If you used to use Paypal to pay for services, please use our Payment Page instead. We do not accept payments by cheque.

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No we don’t. There are no hidden costs in our charges.

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This is a six digit number unique to your account with us.

Log into the Parent Portal, and the 6 digit number is located in the field called ID (remove the comma)

Use this number in the reference field when paying by bank transfer. It will allow us to tie up the payment we receive with your account a lot quicker.

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We will send you a payment reminder via email (credit request) once your account balance with us falls below £30.00. You should top-up your account as soon as you receive the email to keep your account in credit before any further lessons are completed.

Payments can either be made online by credit/debit card or via bank transfer.

Remember, if paying by bank transfer, to use your customer reference ID in the reference field so we can tie up your payment with your account quicker.

Payments made by credit/debit card (via the link we send you in the email) will credit your account straight away. If you pay by any other means, including bank transfer, it can take up to 7 days to credit, so please bear this in mind.

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All payment reminders are sent via email, so please ensure that you have checked your junk folder in your email software, and put our email on your safe email senders list.

Please contact Customer Services on 0800 689 0193 to let us know that you have not received the reminder.

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No.

The cost of setting up direct debits is too costly for us.

If you are worried about missing payments or losing emails, we can set up a recurring payment on a given set date to a nominated credit or debit card so you don’t miss any payments and your account is in credit.

If you’d like this option, please contact our Customer Services on 0800 689 0193 or email info@shropshiretutor.co.uk

There are no hidden charges for using this service and we don’t charge any card fees. You can cancel the recurring payments on the card by contacting us.

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No. All payments need to be made by the payment methods we allow only and never to the tutor themselves. This ensures our admin costs are kept to a minimum and we are able to credit your account promptly; we also (and you) have a record of the transaction.

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We do not offer any discounts.

We believe that we provide an extremely high quality service and the cost of that service reflects that.

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Absolutely not.

The price we quote you is the price you pay.

We do not charge fees for the use of debit or credit cards; we do not charge any travel/fuel costs; we do not charge you for professionally printed materials. Absolutely no hidden charges.

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We don’t.

We expect all our customers to keep their account balance in credit for the duration of all services requested. If you are late in paying, please let us know in advance so we can discuss options.

If you continue to pay late, we will suspend services we offer, or cancel the contract we have with you.

If we cancel the contract we have, you will not be able to come back to us for a minimum of 12 months and only if we have availability.

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We no longer accept the TLC, despite, any advertising you may see from the promotors of this service.

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Lessons (20)

You can certainly have an informal chat with them, but all bookings need to be requested via our Customer Services on 0800 689 0193 or email info@shropshiretutor.co.uk

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We typically tutor from ages of 6 through to 11 (Key Stage 1 & 2)

We don’t believe in tutoring children below the age of 6, however, not all children are the same. Contact our Customer Services on 0800 689 0193 or email info@shropshiretutor.co.uk to discuss your concerns/queries with us.

We currently do not support tutoring above the age of 11.

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We prodominently teach Maths & English at Key Stage 2.

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Of course we can. We have been running SAT preparation lessons since 2012 and they have proven to be very popular.

For more information, visit our SATs page.

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We cannot guarantee how long anyone will be on our waiting list. We are expanding the team to meet demand, however, we pick our team very carefully and therefore it may take some time before we have available places.

We will keep you informed on a regular basis as to when we believe you will have an available place.

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Please visit our Little Learners page. If your child attends one of those nurseries, please contact the Nursery manager directly or your childs key worker to see if there are any places available,

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As the Year 2 SATs is an informal test, we do not believe that we would add any value in providing formal SAT lessons for this year group.

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Lesson durations are as follows:

  • Year 6 SAT lessons are 60 minutes
  • Private Tuition lessons are 50 minutes with a 10 minute, Q&A or parent debrief.
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There is no rule.

The number of lessons depends on a number of different factors and all children are different. We can promise that we will never tell you to have additional lessons if we believe that we are unable to provide any further benefit for your child.

Your tutor will be able to advise on the progress of your child, and of course, you as a parent and your child will be able to judge if any further lessons are required.

We have customers that have been with us for over 3 yers having weekly lessons, and some for just a few months.

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If you are a new customer, we ask that you complete a registration form in the first instance, so we have your basic details logged with us.

We will then contact you to discuss your child’s needs. If we have places avaialble we will assign you a tutor, if we have no places, we will add you to our waiting list if you desire.

Registration forms can be downloaded from our Contact Us page. Please complete all fields, save the form, and email to registrations@shropshiretutor.co.uk

If you are an existing customer, please email info@shropshiretutor.co.uk, quoting your customer reference ID in the subject field and let us know when you would like them. We will check availability and schedule them in where available.

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We don’t set homework for tuition at Key Stages 1-3, as ee don’t believe in setting homework as this is the role of the child’s school.

We can however provide homework sheets at Key Stage 4 or support to aid in the completion of homework.

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Consistency is important, and you will have the same tutor assigned to your child’s lessons.

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If you need to re-arrange a lesson you have scheduled, please contact your tutor directly to make re-arrangements.

Your tutor will only be able to re-arrange lessons depending on their available places, so bear in mind, that you may not be able to rearrange a lesson for the same week.

If you are unable to reach your tutor, please contact our Customer Services on 0800 689 0193 or email info@shropshiretutor.co.uk

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No.

Any lessons that you do not attend are non-refundable. We ask that you contact us on 0800 689 0193 or email info@shropshiretutor.co.uk to let us know that you are unable to attend on the day of the lesson.

Our lessons are in high demand, and we put people on a waiting list as a result, so for this reason, we expect that all slots that are booked and paid for are used, as we are unable to fill individual slots for non-attendance.

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Private tuition lessons are held in the comfort of your own home.

SAT lessons are held at one of the event venues we have. Please refer to the relevant event for the location details.

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No.

All material required will be provided by us for each lesson. There are no additional costs incurred by you.

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Simply log in to the Parent Portal and view the calendar.

All your lessons are shown including the time.

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No we can’t.

Private tuition is on a one to one basis as all children are different in their learning capabilities (including siblings)

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Please consult our SATs page for the timings for Year 6 SAT lessons.

Private tuition lessons will be agreed with you when your booking is made, but typically they are:

Mon to Fri: 16:00 to 19:00

Sat – Sun: 10:00-18:00

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No. The cost of your lesson includes our travel expenses and any materials that we need to provide to support the lesson.

There are no hidden costs/additional charges.

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General (9)

Log onto the Parent Portal and a copy will be under the Documents section.

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Yes.

All our tutors are fully qualified teachers with a minimum of 5 years teaching experience and degree educated.

All tutors are directly employed by us and we do not use agency or act as a tutoring agency. Therefore, we know exactly the background of each tutor we assign and ensure that they go through regular training to ensure our ethos and philiosphy for teaching as a business emanates through their teaching practises.

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We take your personal data very seriously and are registered as a data controller for the purposes of the Data Protection Act 1998. Our registration number is ZA148729.

We only keep records fo your personal data for the purposes to operate the Business and keep in contact with you.

Data is securely held on our database and can be requested at any time by yourselves as to what we currently hold.

More information can be found on our Legal pages.

Please contact our Customer Services on info@shropshiretutor.co.uk for more information or to request what data we hold on file about you.

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As part of the employment process, all staff undergo enhanced DBS checks (formley known as CRB)

These checks are completed by a third party on our behalf. We use the services provided by the Shropshire Council acting as an agent on our behalf.

All checks are renewed in accordance with the rules as set out by these checks.

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We require that everyone completes a registration form before we will discuss any services that we provide. This is to ensure that we have details about you and your child and are able to advise accordingly.

Once you’ve agreed to take out a service with us, we will register your details on our database or put you onto our waiting list.

If you decide not to take out a service with us, or do not want to be put on our waiting list, then we shred your registration form. We therefore hold no details about you, so any further enquires you make with us, you’ll need to complete another registration form.

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No. The cost of your lesson includes our travel expenses and any materials that we need to provide to support the lesson.

There are no hidden costs/additional charges.

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We don’t.

We believe that we provide an extremely high standard of service and our charges for services reflects this. The cost of our lessons are set accordingly to match the quality of service that you and your child will receive and continue to receive from us, and this is further strengthend by the feedback we receive.

 

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We no longer accept the TLC, despite, any advertising you may see from the promotors of this service.

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We do ask that in all circumstances you discuss any queries or problems you have directly with the tutor.

If your issue is still not resolved, then please contact our Customer Services on info@shropshiretutor.co.uk detailing the issues you have.

We will contact you back to discuss and endeavour to resolve as quickly as possible.

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