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.

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 can book a short stay at many of our properties. Find out more here.

What if I want to stay for a while, but 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 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?

There are no changes planned for instalments due to be collected from 20th April onward.

My educational institution is closed, but I can’t get home because of restrictions. Can I stay for the third term and the 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, you can book a short stay at many of our properties. Find out more here.

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. However, new government guidance states that if you study or live in England or Wales, you may now move out of your accommodation and return home. If you are self-isolating because you have shown symptoms, you will have to finish your 14 days of isolation before leaving.

If you live or study in Scotland or another country outside of the UK, you will need to stay where you are in accordance with each country’s lockdown rules.

If you want to leave when restrictions are lifted, but did not submit your request before the deadline, 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 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, we request you return your key by 31st May 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 will happen if I don't send my keys out to the accommodation team by 31st May 2020?

If you have removed your possessions from your room and do not intend to return to the residence we politely request that all keys are posted to us by this date. Your keys are needed to process your check-out and your deposit return.

I've sent through my request - what's the latest I can leave my property?

If you study or live in England or Wales, you are now able to move out of your accommodation and return home in line with government guidance. If you are self-isolating because you have shown symptoms, you will have to finish your 14 days of isolation before leaving.

If you live or study in Scotland or another country outside of the UK, you will need to stay where you are in accordance with each country’s lockdown rules.

Once non-essential travel is again allowed you will need to return home with your belongings. For more information, please see What should I do if I've left my possessions behind?

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.

 

FAQ 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, if you live or study in England or Wales, we ask that you collect your belongings within two weeks. We will be emailing you shortly with more details about how and when you can collect your belongings.

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 live or study in Scotland or another country outside of the UK, you will not be able to collect your belongings yet, in line with each country’s current lockdown measures. Please rest assured that we will keep your items safe during this time and will not move them from your room unless you fail to collect them within two weeks of the lockdown being lifted.

If you have no plans to collect your possessions, please let us know by contacting your property team by emailing your residence-specific email address 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.

We will continue to update this page with further information on collecting your possessions as and when government guidance evolves.

How long do I have to collect my possessions?

If you live or study in England or Wales, you have two weeks to collect your belongings from the day you receive our email explaining that you can collect your possessions, unless you’re self-isolating.

If you live or study in Scotland or another country outside of the UK, 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 England or Wales. Do I have to collect my belongings by the deadline you’ve given me?

The latest update to government guidance is for students who study or live in England or Wales. If you study or live in Scotland or another country outside of the UK, you’ll need to stay where you are in accordance with each country’s lockdown rules.

I’ve booked a 30-minute time slot to collect my bookings. Does this mean I only have 30-minutes to move out and clean my room?

No, the 30-minute time slot applies to your arrival time. This does not mean you only have 30 minutes to pack up your belongings and clean your room.

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 within England or Wales. 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.

 

FAQ 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 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 further relaxation 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.

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.

 

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.

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.

Can I still book a Short Term Let within the 2019/2020 academic year?

Yes, if our properties have availability, you can book directly on our website.

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