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Essentials

COVID-19 Frequently Asked Questions

Accounts 

Q. Can I have a credit/refund for missed lessons earlier this year?  

A. Please refer to our regulations and conditions for information about how we give refunds or credits if a teacher has missed a lesson www.westsussexmusic.co.uk/regulationsandconditions. As teaching has now ended until further notice, we are auditing teachers’ registers. We are working through accounts one by one. Please bear with us and we will credit any lessons not offered to your account. Credited lessons will be used towards future West Sussex Music activities.  If you have instructed us that you are cancelling activities, monies owed will be refunded. 

Q. Will you still be collecting my Direct Debit payments? 

A. Please do not cancel your Direct Debit. We will not collect any Direct Debit payments for tuition or music centre membership from 1 May 2020 until further notice. Direct Debits, from 1 May, will continue for Instrument hire and any offered lessons and activities not yet paid for.  

Q. I have paid for my child’s activities until the end of the summer term.  Can I have a refund? 

Any monies already paid for the summer term activities will be credited for future sessions.  During the current coronavirus situation, we are offering parents/carers the opportunity to pause activities until further notice. This means that pupils will be able to restart as soon as their activities resume. Please select one of the options below to inform us of your choice: 

  • If you would like to pause activities on your account please complete the pause activities form here 
  • If you would like to cancel activities with no intention of returning to them, please complete our cancellation form here  

Q. I have not yet paid for my child’s summer term activities but would like to return when activities resume. What should I do? 

During the current coronavirus situation, we are offering parents/carers the opportunity to pause activities until further notice. This means that pupils will be able to restart as soon as their activities resume. 

  • If you would like to pause activities on your account please complete the pause activities form here 

If you are able to pay we will keep your money on your account and use this when activities resume.     

Q. My personal circumstances have changed and my child is now eligible for benefits-related Free School Meals (FSM). How will this affect my account? Am I due a refund? 

A. Please notify us as soon as you receive confirmation from West Sussex County Council. We will contact you to update you on how this affects your account. 

Q. I have cancelled lessons but have a WSM instrument on hire. How can I return West Sussex Music property to you? 

A. If you have cancelled your lessons, please keep hold of our instrument until we are able to confirm where and how to return it. You will not be charged for instrument hire once your lessons have been cancelled. 

Q. I have paused activities and we hire a West Sussex Music instrument. Will I be charged for the instrument hire? 

A. Yes. While your child’s West Sussex Music activities are paused, we encourage them to practise.   

Q. My child’s start date was delayed by the Coronavirus situation. Can I have a refund of monies paid? 

During the current coronavirus situation, we are offering parents/carers the opportunity to pause activities until further notice. If you would like to pause activities on your account please complete the pause activities form here If you would like to cancel activities with no intention of returning to them, please complete our cancellation form here.

My hired instrument is broken. How do I arrange a repair?

Our instrument store is currently closed. Please contact us on music@westsussexmusic.co.uk for further guidance.

I think my child may need an instrument in the next size up. Can you provide advice or change my hired instrument?

As our teachers are furloughed, they are not able to advise at this time. Our instrument store is currently closed. Please contact us on music@westsussexmusic.co.uk for further guidance.

Q. My child will be changing schools in September. Please can I cancel and have a refund? 

We have been in touch with all parents/carers whose children are due to change schools in September so that we can transfer lessons to their new school. Please ensure that you respond to our email, even if your child's place is not yet confirmed. If you know that you do not wish to transfer lessons to the new school, please complete our cancellation form here  

Lessons and activities 

Q. Can we receive online lessons? 

A. No. Regrettably we are taking a break from the delivery of instrumental and vocal lessons.  This was not an easy decision to make but, in order to survive the financial impact of the current coronavirus crisis we, like many other charities, need to take advantage of the scheme the Government has put in place to support employers and employees at this difficult time. By doing so, we can ensure that our staff and music teachers continue to get paid but, unfortunately, as furloughed employees, they will be unable to work over this period.  All online lessons scheduled from 1 April are cancelled.  

Q. Can I still contact my child’s teacher? 

A. As furloughed employees, our music teachers are unable to work or teach during our break from the delivery of instrumental and vocal lessons. However, staff at their own discretion may wish to respond to communications from parents/carers. You will appreciate that West Sussex Music cannot direct them to do this.  

County Ensembles 

Q. How will County Ensemble auditions be arranged over the summer? 

A. If face to face auditions are not possible, then video auditions may be used instead. We will publicise arrangements to potential candidates later in the summer term. 

Q. Is the trip to the Hans Zimmerman concert still going ahead in July? 

A.  This event has been cancelled and parents/carers have been contacted. If you have not received an email about this cancellation please contact music@westsussexmusic.co.uk 

Exams 

Q. A WSM teacher arranged a Grade exam for my child. How do we rearrange this? 

A. Grade exams are arranged with assessment centres that will have their own arrangements during the Coronavirus situation. Please visit their website for specific details. Your child’s teacher will contact you directly once West Sussex Music activities resume and they are no longer on furlough. Please note that West Sussex Music does not administer Grade exams. 

Q. My child’s Grade exam was postponed due to the coronavirus situation. My child will need preparation lessons for their delayed exam. How will this be arranged? 

A. Your child’s teacher will contact you directly once West Sussex Music activities resume and they are no longer on furlough. 

Q. My child is due a certificate of achievement from their teacher, will we still receive this? 

A. Once West Sussex Music activities resume your child’s teacher will arrange for your certificate to be sent to you. 

Q. My question isn’t answered above, can I call you about my account? 

A. The West Sussex Music main office and instrument stores are now closed, and a small team is working remotely to answer your queries. Please email us your query to music@westsussexmusic.co.uk and we will respond to you. Please allow us time to work through the high level of queries we have received.