Virtual Tutoring: Information and FAQs

Frequently Asked Questions

• Why is virtual tutoring part of back-up care?

  A: Bright Horizons continues to add and enhance services to meet working parents’ evolving needs. We know that many of you are keen to support your children with their school studies and that fitting homework help and exam support into your busy schedule is a challenge. In response to this high demand for academic support, we added the capability to book virtual 1:1 tuition through Back-Up Care.

• What is virtual 1:1 tutoring?

  A: Virtual tutoring combines the support of online tutors with industry-leading technology to help your young learner develop successful learning habits.

  The tutor will join your child via live video stream to guide them, explain tricky concepts, celebrate their successes, and provide support to overcome challenges.

  Tutors work hard to ensure that your child’s unique needs are met, and tuition is tailored according to their learning style and development requirements.

• What can I expect?

  A: Virtual tutoring includes: 

  • Four weekly, one-hour 1:1 virtual tutoring sessions to fit in with your schedule. Pre-booking required.
  • 24/7 access to your child’s progress updates.
  • Tutor feedback after every session.
  • Access to additional resources and learning materials.

• What age do my children need to be to use virtual 1:1 tutoring

  A: Tuition is available for children aged 4-22 years.

• Who are the virtual 1:1 tutoring providers?

  A: We have two tuition providers: Explore Learning and MyTutor.

  Explore Learning has been providing expert tuition for children for over 20 years and support young learners to reach their full potential through smart learning tools. They offer tuition in maths and English for 4-14 year olds, exam support for 11 Plus* and entrance exams, and maths GCSE* tuition.

  Founded in 2013, MyTutor supports 100,000s of learners every year and has become one of the most trusted providers of tuition by both parents and schools in UK. They offer tuition in over 35 subjects at GCSE*, A-level* and University*.

  *Tutors are trained in the curriculum equivalent for Ireland

• Are tutors DBS checked and trained?

  A: All tutors are UK based and have robust recruitment, training and safeguarding policies in place, including the requirement for a clear enhanced Disclosure and Barring Service (DBS) check for each employee delivering tuition. Please refer to their individual FAQ pages for more information.

• What subjects are included in virtual 1:1 tuition?

  A: My Tutor offer tuition in over 35 subjects at GCSE*, A-level* and University*, while Explore Learning cover maths and English tuition for 4-14 year olds, exam support for 11 Plus* and entrance exams, and maths GCSE*.

  *Tutors are trained in the curriculum equivalent for Ireland.

• Does the tutoring align with the different curriculums in England, Scotland, Wales, Northern Ireland and Republic of Ireland?

  A: Yes. Tutors are UK based but are trained in the curriculum equivalent for Scotland, Wales, Northern Ireland and Republic of Ireland. Please contact the provider for more information, or visit their FAQ pages.

  If booking tuition for exam support, please be aware of your child’s exam board prior to making your booking if possible - this information will support the provider in getting your child started quicker.

• Do I need to create a Bright Horizons Back-Up Care account to reserve 1:1 virtual tutoring?

  A: Yes. To request virtual 1:1 tutoring, log in to your Back-Up Care account. For any questions or queries, please call 0800 247 1101, available 24/7.

• How do I book tuition?

  A:

  • Log into your employer Back-up Care booking system and choose Tutoring. Select who the tuition is for or add a student.
  • Purchase credits for tuition using your back-up care allowance. Your tuition options and providers shown will depend on the age of your young learner.
  • The provider is notified of your purchase and will contact you within 48 hours* (Mon-Fri). Once you’ve shared any required information your child will be matched with a suitable tutor.

  *If you make a tutoring request on a Friday/bank holiday, you will be contacted within 48 working hours. Please note, this will be longer over Christmas due to provider closure.

  Please note: Once confirmed by Bright Horizons, booking requests for virtual 1:1 tutoring will not be refunded, however tutoring sessions can be rescheduled with the provider.

• How many sessions should I book at once?

  A: We suggest booking 4 hours initially (one block). You can then book additional hours if required dependent on your child’s educational needs. We’d recommend booking additional hours prior to your initial booking ending for a seamless approach of continuing with the same day/time tutor.

  Please note: Bookings need to be made through your Back-Up Care account, not directly with the provider.

• What happens when I make a booking?

  A: Once you have completed your booking using your virtual tutoring credits, you will receive an introduction call/email from the provider within 48 hours.

  *If you make a tutoring request on a Friday/bank holiday, you will be contacted within 48 working hours. Please note, this will be longer over Christmas due to provider closure.

  Please note: Once a booking has been made, your child’s tuition sessions must begin within a month. You cannot make a booking more than a month in advance of wanting to begin tuition.

• How are the virtual tutoring hours deducted from my back-up care allowance?

  A: You can exchange your back-up care allowance for virtual tutoring credits on the Back-Up Care booking system. The amount deducted is based on your programme’s subsidy type and will be indicated at the time of booking.

• What if I want to purchase more credits to use for tuition?

  A: If you love the tuition and would like to book additional sessions, please go back to your Bright Horizons booking process to purchase more credits.

• Can I request virtual 1:1 tutoring hours through the back-up care mobile app?

  A: If you love the tuition and would like to book additional sessions, please go back to your Bright Horizons booking process to purchase more credits.

• Are same day reservations available?

  A: No. The tuition provider you have chosen will respond within 48 hours* (Mon-Fri) of a reservation submitted through Bright Horizons. From there, you can schedule your first of four weekly virtual tutoring sessions.

  *If you make a tutoring request on a Friday/bank holiday, you will be contacted within 48 working hours. Please note, this will be longer over Christmas due to provider closure.

• How do I move my regular weekly sessions to another day or time?

  A: If you are looking to permanently change your sessions to another day or time, please contact the provider.

• How do I cancel and reschedule my booked tutoring session?

  A: Should you wish to change your weekly session, day or time, please do this on your tutoring provider’s members’ portal. For best availability, please do this as soon as you know you need to reschedule a session.

  Please note – Short notice cancellations (refer to your tutoring provider’s stated timeframe) will be lost and cannot be rescheduled.

• Will my rescheduled session be with the same tutor?

  A: You will have to check with the provider. They cannot guarantee that rescheduled sessions will be with the same tutor; this will depend on the teams’ availability alongside yours as a family.

• Can I take a break for holiday or an extended break from my booked sessions?

  A: If you need to discuss changing your sessions or having a break you will need to do this with your child’s tutor/provider. Your child must attend at least one session a month to keep your session slot. If you are going on holiday, please reschedule your sessions on your members' portal or contact your tutor/provider to notify them that you will be attending your sessions whilst abroad.

• How do I get my child ready for their online session and keep them safe online?

  A: Dependent on the child’s age and ability you might not have to be present for the online tuition session. However, for younger children a parent/guardian should remain nearby for the duration of their session – to be available for feedback at the end and respond to concerns or emergencies throughout. We also advise that younger students and those with additional medical or educational needs are supervised at all times.

  Full more details please contact the provider or visit their individual FAQ pages.

  Where parents or tutors are concerned that a child may be vulnerable to, or experiencing online abuse, or exposure to inappropriate content when working online, they must follow the provider’s Safeguarding Procedures and report concerns immediately as advised.

• My child has a Special Educational Need. Can they benefit from using 1-1 tutoring?

  A: SEN support is available. You’ll be contacted by the tuition provider following your tutoring reservation, which is when you can discuss/share your child’s unique requirements and ensure a suitable tutor is chosen.

• How long will virtual 1:1 tutoring credits be available?

  A: Virtual 1:1 credits are available for 12 months from your back-up care exchange date. We ask that you book the four initial sessions with the provider within the first month of exchanging your days. This ensures a consistent experience with your assigned tutor.

• We live in an international country; can I still book online tuition for my child?

  Except for Ireland, the tuition providers do not accept any international members. This includes existing UK members who are moving abroad on a part time, temporary or permanent basis. However, online sessions can take place while abroad on holiday. Please inform your provider if you are residing in an international country.