Virtual Tutoring: Information and FAQs

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.

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.

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.

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.

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.

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.

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:

• Explore Learning FAQs
• MyTutor FAQs

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

A: Tuition is available in maths and English for 4-14 year olds, and you can book exam support for entrance exams and 11 Plus*, and secure tuition in 35+ subjects at GCSE*, A-level* and university level.

*Tutors are trained in the curriculum equivalent for 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:

• Explore Learning FAQs
• MyTutor FAQs

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.

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.

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.

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.

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.

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.

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.

A: Yes, once you have registered to use Back-Up Care, you will be able to book virtual tutoring via the app. Download the app here: iOS/Android

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.

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:

• Explore Learning FAQs
• MyTutor FAQs

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.

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.

A: When you request virtual 1:1 tutoring through the back-up care website, you exchange use of back-up care for tutoring hours. At that point, the hours are credited to your tutoring account and any adjustments to your tutoring schedule will be managed with the tuition provider. You are not able to cancel sessions booked but you can re-schedule them with the provider.

Please let the provider know as soon as possible (within 48 hours) so they can let your tutor know and rearrange your session.

Please note – you cannot reschedule sessions to a different day and time past your credit spend end date and sessions cancelled within 48 hours of their start time will be lost.

*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.

A: Should you wish to change your weekly session, day or time, please do this with your provider. For best availability, please get in contact with your tuition provider as soon as you know you need to reschedule a session (within 48 hours).

Please note – you cannot reschedule sessions to a different day and time past your credit spend end date and sessions cancelled within 48 hours of their start time will be lost.

*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.

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.

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

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.

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.