Coronavirus: Student FAQ's

In light of the current situation and our recent update about living with us, we wanted to answer some of your most frequently asked questions.

The answers here are for those 19/20 customers who have already left, are planning to leave soon or would like to stay. This information will be updated as the situation develops.

Please note - the information here will be updated as the situation develops.

 

FAQs for students that are still living with us

Please note, if you are planning to stay with us for the third term there may be a slight delay in your payment being taken.

If I stay, will I end up sharing my flat with new flatmates?

This depends on the residence you are staying in, but there is a possibility you may need to share with new flatmates.

I’m self-isolating. Can I move to an empty flat or studio so I am more isolated from others?

No. You will need to continue to self-isolate in your existing flat.

Where can I find information on how to self-isolate?

You can find up-to-date guidance on self-isolating in your Liberty Living home here.

If I want to extend my tenancy or stay for the summer, who do I need to contact?

If you need to extend your stay beyond the end of your tenancy because of restrictions to travel, you may be able to extend your stay. Find out more by contacting your property team.

What if I want to leave before the end of my tenancy?

The deadline to submit your request to cancel has now passed. If you haven’t submitted your request already, our standard cancellation policy applies.

Please note, if you make your payments to your educational institution, their cancellation terms and conditions will apply, so you will need to contact them directly.

Why is my reception closed?

All reception areas are now closed. If you need to get in touch with your residence team please do so by emailing your residence-specific email address.

I need to have something posted to me. Will you still accept my delivery?

Unfortunately, we are no longer able to accept your deliveries. We’d encourage you to leave your contact number with the delivery service so the driver can call you and you can collect from them directly.

What facilities and services are still available at my residence?

In line with government guidelines, all communal areas, including common rooms, gyms, receptions and study rooms, are now closed. These areas must not be used until further notice. Bike stores and lifts remain open. As we’re operating with a smaller team than normal, there may be a delay in our reaction to any maintenance requests. We appreciate your patience with this.

Will my property still be cleaned if the majority of students choose to move out?

All kitchen cleans have been postponed until further notice, but communal areas outside of flats will be cleaned thoroughly and regularly.

How do I get in touch with my residence team?

If you need to get in touch with your residence team please do so by emailing your residence-specific email address.

I can’t go home, but I can’t afford to pay my rent. What do I do?

If you don’t think you’ll be able to pay your next rent instalment please contact your residence team via email.

I’d like to update my payment plan. How can I do this?

Please get in touch with your residence team via email to discuss updating your payment plan.

I can’t get home because of restrictions. Can I stay for summer?

If you choose to stay for the third term, you will still have to pay any outstanding rent. If you need to extend your stay beyond the end of your tenancy because of restrictions to travel, please get in touch with your property team to discuss your options.

However, if you are wanting to leave but currently are unable to due to the government lockdown please refer below to What if I want to leave, but am currently self-isolating?

 

FAQs for students who have left or are planning to leave

What if I want to leave, but am currently self-isolating?

If you are self-isolating because you have shown coronavirus symptoms, you will have to finish your 14 days of isolation before leaving.

If you don’t have any symptoms and would like to return home, you should do so if the rules in your country of residence allow you to travel.

Please note, if you decide to leave your tenancy early our standard cancellation policy applies. If you make your payments to your educational institution, their cancellation terms and conditions will apply, so you will need to contact them directly with your request.

Do I need to hand back my keys?

You’ll need to return all keys, fobs and postbox keys to your property team when you leave. If you have already left and are not returning, you must send them back to us as soon as possible. Please send them by post with your name, room number and student ID written clearly on a note alongside them in the envelope. These should be posted to your property.

If you have left but are planning to return to collect your possessions, please do not post your keys back to us yet, as you’ll need them to access your room. Once you have collected your belongings, please leave your room key and letterbox key in an envelope at reception.

Please note, if you are due a refund, we will only be able to process this once we have your keys.

What's the latest I can leave my property?

You should move out of your property on or before the last day of your tenancy. If you have extended your tenancy, you will have to move out before your extension ends.

If you’re unable to move out because you’re self-isolating or your country of residence isn’t allowing travel, please email your property team.

What if I am unable to get a flight back home within two weeks of the government restrictions being lifted?

Please email your residence. We will review these on an individual basis, ensuring no one is left without a home.

 

FAQs on belongings

What should I do if I’ve left my possessions behind?

We understand that you may have left your possessions in your room and common areas. In line with the latest government advice, we ask that you collect your belongings as swiftly as possible.

When collecting your belongings, please follow social distancing guidelines, staying two metres away from people outside of your household and washing your hands regularly. We also ask that you only share our building’s lifts with the people that you travelled with.

If you are not able to collect your belongings yet, in line with your country’s current lockdown measures, please email your property team. Rest assured, we will keep your items safe during this time and will not move them from your room unless you fail to collect them when you are allowed to do so.

If you have no plans to collect your possessions, please let us know by contacting your property team via email so we can dispose of any remaining items in your room and common areas.
For peace of mind, Endsleigh, our contents insurance provider, has waived its un-occupancy exclusion of 60 days. This means any possessions left in your room will be covered under your policy for an unlimited period of time during the policy period.

This cover will still apply for possessions that may need to be moved into storage. This includes all valuables up to the limits and perils on your policy certificate. More information on your Endsleigh cover can be found here.

How long do I have to collect my possessions?

If you haven’t already collected your belongings, you should do so as swiftly as possible, unless you’re self-isolating.

If you live or study in a country that still has lockdown measures in place, you will have two weeks to collect your belongings once travel restrictions have lifted.

I am unable to clear my room, and have decided not to come back. What will happen to my belongings?

If you have left possessions in your room and do not plan to return to collect them within two weeks of the lockdown being lifted, they will be disposed of.

I’ve received an email about collecting my belongings, but I don’t live in the UK. Do I have to collect my belongings by the deadline you’ve given me?

If you study or live in a country where lockdown measures are still in place, you’ll need to stay where you are in accordance with each country’s lockdown rules.

Can I stay for the night when I come to collect my belongings?

We understand it may not be practical to pack and make the return journey on the same day if you have a long way to travel. It’s possible to stay in your room, but social distancing rules must be followed. You’ll need to check out and return your key by the deadline we outlined in our email to you.

I can’t collect my belongings by the deadline you’ve given me.

We’ll need to review your request. Please contact your property team via email or phone to explain your situation and we’ll try our best to help.

 

FAQs on payments 

I am planning to leave early / I have moved out already. How do I get my deposit back?

You will be contacted by the DPS / LPS (Scotland) in regards to processing your deposit return, after the end of your original tenancy. Liberty Living do not hold your deposit, so it will be the registered DPS/LPS scheme who will be in contact for your bank details.

Please wait for the DPS/LPS to contact you – they’ll send you an email with a link, once your original tenancy agreement draws to a close.

In the meantime, please ensure your contact details with them are up to date.

Important update on how we're processing your request:

Following feedback from our customers, we reviewed our approach and confirmed that, if you were planning to leave or had left your accommodation, you would not have to pay for your future rent instalments or the final 20% of your booking if you had paid in full. In order to do this, you had to complete the online form ahead of the deadline (5pm, Friday 10th April).

We believe this approach is transparent, treats customers fairly and means that no one will pay more than 80% of their booking value. A small minority of students may end up paying slightly less overall, however we will not be asking these customers to make up the difference.

I paid for my rent in advance but am leaving early - am I due a refund?

If you paid in full in advance, you will receive a refund equal to 20% of your total tenancy value, assuming you submitted your request before the deadline.

I paid for my rent in instalments but am leaving early - am I due a refund?

If you have already made payments to us that add up to more than 80% of your total tenancy value, we will process a refund to ensure that you have only paid for 80% of your tenancy value, assuming you submitted your request before the deadline.

How and when will I get my refund?

If you are due a refund, we will process it to your original payment method where possible. We have asked for your bank details in case we are unable to do this.

We will only be able to process refunds once you have returned your keys to us.

Payments will be processed as swiftly as possible. We are handling a large volume of requests so please bear with us while we arrange your refund. Thank you again for your patience.

My rent payment has always been charged to my card automatically. Do I need to cancel the next instalment?

Our team will cancel the final instalment on your behalf.

I have already emailed the staff in my residence to tell them I’m leaving. Do I need to email you again?

If you completed the online form before the deadline then there is no need to contact us again.

I have made a booking for the next academic year (2020/2021) but my university hasn’t confirmed that my course is running. Will I have to pay the rent even if my course doesn’t go ahead?

If your course for next year does not go ahead you will be covered by our cancellation policy in our Terms and Conditions.

I have left my property and notified you of this. If I change my mind and decide to move back in, can I do this?

If you’ve already taken advantage of our early leave policy but decide you would like to come back, you will need to start a new tenancy.

I’ve left my residence, but haven’t checked my inventory or cleaned my room. Is there a chance that I could be charged?

We are waiving any charges for those customers who have taken advantage of our early leave policy.

I’m in arrears for previous semesters. Will I still have to pay?

Yes, any arrears from previous semesters will need to be paid for in full.

Does this mean that my 2020/2021 booking is also cancelled?

No. We’re looking forward to welcoming you again in the new academic year.

I pay my rent to my university – can I still apply for a rent rebate?

If you make your payment to your university or place of study, their cancellation terms and conditions will apply, so you will need to contact them directly with your request.

I do not have a tenancy agreement with Liberty Living – can I still apply to leave my accommodation early?

If you make your payment to your university or place of study, their cancellation terms and conditions will apply, so you will need to contact them directly with your request.

I completed the online form to leave early but I pay my rent to my university. What should I do?

If you completed the online form in error or do not pay your rent to us, then your application to leave your accommodation will not be accepted. We'll let your know by email if this is the case. If you make your payment to your university or place of study, their cancellation terms and conditions will apply, so you will need to contact them directly with your request.

You haven’t answered my question here

We will continue to add to this FAQ while the situation develops, so please do check back in the coming days. ​