Kent Hou

Unprofessional

Went to visit this childminder for my son and was initially interested in the setting. During my son’s first settling in session I was told to collect him earlier than planned as he was hysterical and wasn’t calming down. Upon collection he had snot all over his face, red in the face and it he appeared to be losing his voice from all the crying. As he wasn’t due to start for the next 2 and in a half weeks I decided to withdraw my son before he had even started as this was unusual behaviour from him. I was denied a refund despite asking for it within my 14 cooling period. I then discovered the supposed owner is not the owner of the nursery and she In fact goes by three different names so I don’t actually know whos care my son is in. I also discovered while doing further research that the nursery got ‘inadequate’ by Ofted last year. When trying to reach out to the owner I have since been blocked and she has been avoiding my calls and emails. Just save the hassle and find a different childminder.

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by Ayanna on 13/09/2024

Response by Kent Hou on 10/10/2024:

Dear Ayanna,
I would like clarify a few points you raised.
Firstly, it is quite common for children to cry during their first settling-in sessions, as they are adjusting to a new environment and unfamiliar people. We made several attempts to comfort your child using various methods, including the ones you suggested, such as cuddles, offering breadsticks, singing, and playing with toys. However, it is important to understand that trust takes time to build, and it is natural for children to initially resist comfort from people they don't yet know. Crying at the start is a normal part of the settling process, and most children adjust as they become familiar with the setting and staff.
We did ask you to collect your child early as he was clearly distressed despite our best efforts, which we felt was in his best interest at the time.
In regard to the deposit, the contract you signed clearly states that the deposit is non-refundable unless six weeks' notice of termination is given or at the end of the contract​. Additionally, we do not offer a 14-day cooling-off period, as this is not an online purchase. These terms were provided to you prior to signing the contract, and we adhere to them for all families.
Lastly, the claim that the nursery received an 'inadequate' rating from Ofsted is incorrect. Our most recent Ofsted inspection, in May 2024, rated us as 'Good' across all areas​.

Ayanna most of our children are siblings and we have good relationships between the parents, children and ourselves.

Ayanna you are asking us to refund your deposit after weeks of holding the space for your child in which could be given to another child.
We have gone beyond our usual practice to hold the space before and after, because you were unable to pay the deposit at instant. And because we declined to refund your deposit you choose to be malicious by writing the review above.
Ayanna you can’t expect us to change our contract to suit your own agenda because this wouldn’t be fair to the other parents.

Best wishes

Lovely friendly nursery

Our daughter went to Charlotte’s nursery for over two years and we felt so comfortable with her being there. Charlotte is wonderful with children, and totally eased our fears about leaving our daughter with her - cuddling her to sleep when needed, and giving her so much love. The setting is really lovely and cheerful, with plenty of space for play. The garden is brilliant too, with a mud kitchen. And should mention what a great cook Charlotte is! Our daughter loved the food and we couldn’t compete at home ;)

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by ClaraS on 07/12/2023

A Great Childcare Provider

Where to begin? Charlotte and her team have been warm, trustworthy and reliable from the moment we contacted her and met them all in person first-time. They have cared for our daughter over a year, and we are only moving on because she is going to preschool.

Our daughter settled in quickly with Charlotte and the team. It was very apparent to us that she felt completely at home at KHDN and became very attached to Janice. KHDN is a clean, warm and relaxed setting and our daughter looked forward to going there each day to see Charlotte and the team and her friends. We know it is because of the amazing care and love that was shown to her.

As first-time parents, Charlotte and the team has given us gentle, never intrusive advice to help our daughter grow and develop. The communication is excellent – info on the day’s activities, photos of my daughter’s days and the daily communication book are great (how she felt throughout the day, nap times, what she has eaten – always healthy meals and nappies changes).

Our daughter is always busy with play and different activities both indoors and out in the garden – even in winter which she loves. I value the fact that Charlotte is flexible because if our daughter was tired, or maybe teething and just need a quiet, snuggly day - then that is what she would get! Charlotte and the team at KHDN have helped our daughter learn many new things and skills before the age milestones- and in a relaxed way which has foster A BIG love for learning in her at this young age.

I highly recommend Kent House Day Nursery and grateful to God that we found Charlotte, Janice and the team at KHDN because it is an exceptional and outstanding nursery.

A BIG THANK YOU, TO ALL OF YOU. We are very grateful!!!!

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by MissCMG on 11/10/2023

Response by Kent Hou on 29/11/2023:

Hi Mum and Dad, I am very pleased that you have a wonderful experience with you and it is a pleasure working with you and your family.

All the best!

A Highly Recommended Childcare Provider

Charlotte and her team provided exceptional care for my daughter, during her time. From the first viewing and meeting Charlotte I felt a warmth and a good feeling as her extensive experience was evident. The settling period was provided to help my little one adjust. My daughter quickly adjusted and clearly enjoyed her time there. Always having a smile on her face during drop-offs and pick-ups. Communication between us and the team was efficient and regular. Overall, I could not praise them enough on their professionalism, care and passion they have for the children in their care. Do not hesitate if you are looking for a trustworthy carer.

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by LindaP on 17/09/2023

A wonderful, nurturing home

My daughter began going to Charlotte's when she was 14 months until she was almost three and it was a lovely experience for her. Its hard to know what is going to suit your child and sending them off to nursery/childminder for the first time is daunting, but Charlotte gave me nothing but reassurance and after a period of settling in my daughter grew very to Charlotte and her team and had a truly wonderful time there, only moving to to go to pre-school. For me, Charlotte's felt like a mini nursery so the transition to pre-school was perfect and we often still talk of 'Char House'. My daughter in particular enjoyed her trips to the library and also the local shop with Charlotte to buy lolly's for the other children in the summer - made her feel very grown up. I always felt she was in very safe hands :)

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by Hellen on 04/04/2023

Just like family

We brought our 7 month old daughter here when I was returning back to work and Charlotte helped to make that transition so seamless. My daughter looked forward to going to Kent House each day and I know it’s because of the amazing care and love that was shown to her. I highly recommend this place and thankful that we were able to find Charlotte. .

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by MamaKenz on 14/11/2022

Response by Kent Hou on 17/11/2022:

Thanks Mum and Dad
It was a pleasure working with you and your family.

Caring childminder and happy environment

Charlotte and her assistants have been amazing for our daughter who attended Charlotte's setting from 18-40 months. Charlotte has created a safe and happy environment for the little ones, where they are able to explore, play and learn. Since the first day, we were sure our daughter is in safe and caring hands. Our daughter loved going there every day and made really good friends with other children in the setting. It's been a few months since she is not attending the setting anymore, but she still misses Charlotte and talks very fondly about her.

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by Arous on 13/11/2022

Response by Kent Hou on 06/04/2023:

Thank you very much for your kind reviews about us, wishing you all the best.

From Charlotte and the team

Great nursery/childminder

Our son loved being here and talks about “Charlotte Nursery” all the time. Our son was really well cared for and fed very well! He loved going in to the garden and playing with his friends. There was a really lovely community feel to the nursery and we made friends with the other children’s parents.

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by CharWest on 16/09/2022

Response by Kent Hou on 23/09/2022:

Hi Mum &Dad
It was a pleasure working with you and your family. And I really missed M, he was the true heart ❤️ of the setting. Love him loads🥰

A great environment for little ones

Our daughter went to Charlotte’s from 9months old to 28months old and loved it. She learned so much there, made loads of friends and really bonded with Charlotte and her assistants. A great environment for little ones in a setting that feels homely.
We only left because we moved away!
Thanks Charlotte and team - we will miss you!

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by EDJLJ on 08/03/2022

Response by Kent Hou on 28/10/2022:

Thanks you! It was a pleasure working with you and your family.

Wonderfuly happy and caring childminder

My son absolutely adores Charlotte. He really struggled to settle in but Charlotte was fantastic at helping him to feel comfortable and at home.

He has enjoyed the variety of activites put on and has learnt so much, always coming home knowing a new song.

Now that we are moving on I know how much he will miss her, her wonderful cooking and all the other children.

I know this has been the best start for my son snd wouldn't hesitate to recommend.

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by Rebecca on 21/12/2021

Response by Kent Hou on 07/03/2022:

Hi Rebecca
It was a pleasure working with you and your family. I really missed W.

All the best from Charlotte and Team