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.

Below, you’ll find detailed information about cancellations during the coronavirus outbreak. The answers here are for those customers who have already left, are thinking about leaving or would like to stay, plus anyone who has a Short Term Let booking in the 2019/2020 academic year.

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

FAQ for students planning to stay with us for the third term

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.

For up to how long could I extend my stay over the summer?
You can extend your stay up to the end of the Summer period. In most cases, this will be 31st August 2020.

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?
Please send your request to the residence where you are living and include your name, and how long you want to stay, so we can process it as swiftly as possible. You can find the residence team contact details here.

What if I want to stay for a while after Easter, but leave before the end of my tenancy?
If you haven’t travelled home yet, but still want to leave, you will need to notify us of your decision by 5pm on Friday 10th April using this online form. In line with government advice, you will then need to stay in your accommodation until non-essential travel is allowed again. If you are planning to stay beyond this, our standard cancellation policy will apply. This means you’ll have to find a replacement tenant or will remain liable for the rent.

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 still be cleaned.

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.

My next rent instalment is due soon. Are there any changes to the date that this will be taken?

If you are continuing to stay in your residence, instalments due to be collected in April may be charged to your card later than you expect. All April instalments will be collected by the end of the month, so please contact you residence team if your rent has not left your account by 1st May. There are no changes planned for instalments due to be collected from 1st May onwards.

My university is closed, but I can’t get home because of restrictions. Can I stay for the third term and the summer for free?
If you stay for the third term, you will still have to pay your final instalment of rent. If you need to extend your stay beyond the end of your tenancy, we will allow you to do this free of charge, for as long as we are able to. You can find out more about this in our recent announcement.

If you would like to extend your stay, please email your residence team (you’ll find their contact details here) with your request and we will respond as quickly as we can.

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

FAQ for students who have left or are planning to leave before their third term

What if I want to leave, but am currently self-isolating?
We understand that the government is advising against all non-essential travel. While the current government measures are in place, you should not travel unless absolutely necessary. However, if you want to leave when restrictions are lifted, we’ll still need you to submit your request using this online form by 5pm on Friday 10th April.

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.

Will I get any rent refund if I leave early?
There are different circumstances for many students depending how you pay / have paid your rent, all which are answered in the FAQ below.

I paid for my rent in advance. When will I get my rebate, and how much am I due?
We are calculating rebates on an individual basis dependent on a number of factors. This payment will be processed as swiftly as possible. We are handling a large volume of requests so please bear with us while we arrange your rebate.

Your refund will be confirmed once we have checked and verified your details.

In the meantime, please ensure you have submitted your request to leave including your bank account details here. Thank you for your patience.

I pay my rent in instalments. Do I get any refund?
You will not be required to pay your future rent instalment, and therefore there will be no refund due to you.

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.

What should I do if I’ve left my possessions behind, and do I need to hand back my keys?
You’ll need to return all keys, fobs and post-box keys to your residence team when you leave. If you have already left, but still have these with you, we will need you to return them, but understand that you might not be able to do this right now. We will update this page shortly with further information on how you can return your keys to us, and the time frame in which you’ll need to do this.

We understand that you may have left your possessions in your room but are unable to collect these while the country-wide lock-down is in place. Please rest assured that we will keep your items safe, but that we may need to move them to another secure location.

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 have been moved into storage. This includes all valuables up to the limits and perils on your policy certificate. More information on your Endsleigh cover insurance can be found here

We will update this page shortly with further information on collecting your possessions once the lockdown has ended, and the timeframe in which we will need you to do this.

I have already emailed the staff in my building to tell them I’m leaving. Do I need to email you again?
Even if you’ve been in contact already, please ensure that you have completed your formal request to leave early by 5pm Friday 10th April using this online form.

We will then be in touch with you to collect the information we need to process your early departure.


If you haven’t left yet but plan to do so, and have emailed staff in your building, you will also need to complete the online form by 5pm Friday 10th April. However, in line with government advice, you should stay in your student accommodation until non-essential travel is allowed again.

I have already emailed enquiries@libertyliving.co.uk. What do I need to do now?
You will still have to request to leave your accommodation early using this online form.

Who can request the cancellation?
Only the student named on the tenancy agreement is able to request a cancellation. If you are the parent or guarantor of a student wanting to leave, please ask them go to our website or request to leave their accommodation early using this online form by 5pm Friday 10th April.

I've sent through my request - what's the latest I can leave my residence?
If you have not already left, the government is advising that all students must stay in their accommodation while the latest measures are in place. Once non-essential travel is again allowed you will need to return home with your belongings. We will review this policy in line with government advice, and update this page with information on the time frame in which you will need to leave as soon as possible.

I have a payment due before 10th April. Will I have to pay this even if I have chosen to leave?
If you have completed the ‘Request to leave early’ online form by 5pm Friday 10th April, you will not have to pay for your third term, even if you are having to remain at your accommodation due to the government enforced lockdown. We will review this policy in line with government advice, and update this page with information on the time frame in which you will need to leave once the lockdown has ended as soon as possible.

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 residence 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. Please note, this would only apply following the lifting of the government enforced lockdown.

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.

You haven’t answered my question here
We will be updating this FAQ with further information, so please do check back in the coming days.

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 you 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. 

 

FAQs for students with a Short Term Let booking in the 2019/2020 academic year

A Short Term Let is any booking that you’ve made that lasts for less than an entire academic year.

What if I’m currently part way through a Short Term Let tenancy, but I would like to leave early?
Please ensure that you have sent your request to leave early using the online form by 5pm Friday 10th April. We will then be in touch with you to collect the information we need to process your early departure.

In line with government advice, if you have not left yet you will then need to stay in your accommodation until non-essential travel is allowed again.

I have booked a Short Term Let for a future date in the 2019/2020 academic year, can I cancel it?
Please send your request to the residence where you have booked to stay and we will process this for you as quickly as possible. You will receive a refund for any payment made in advance. You can find our residence contact details here.

If I cancel an upcoming Short Term Let booking, am I liable for the rent that is due?
No, even if you have a confirmed Short Term Let booking, you will not be liable for the rent. Any amount you have paid to date will be rebated.

I had booked a Short Term Let for a date that has passed, but I couldn’t check in because of travel restrictions. Am I liable for the rent?
No, if you could not get to us due to travel restrictions, you will not be liable for the rent and we will rebate any payment made. Please send your request to the residence where you have booked to stay and we will process this for you.

Does the same policy apply if I also have a booking for the 2020/2021 academic year?
No, these answers only apply to Short Term Let bookings made for the 2019/2020 academic year. Any cancellations for the 2020/2021 academic year are subject to our standard cancellation policy.

You haven’t answered my question here
We will be updating this FAQ with further information, so please do check back in the coming days. ​