COVID-19 FAQs

Last updated: 25 Mar 2020

Is the residence doing everything it can to protect my health and wellbeing?

Please be assured that your safety is our number one priority. That’s why we’re cleaning your residence as frequently as possible, including every hour in key areas, and we’re ensuring there’s anti-bacterial hand sanitiser available in reception and all common areas. In addition, we’re stopping all non-essential organised events, reducing access to social areas, and introducing social distancing measures (in line with UK government guidelines) to help keep you safe.

You’ll have a friendly and helpful team member in the residence available to contact to 24/7 – either on the phone, by email or in person.

Our commitment to your welfare doesn’t stop there. The facilities team in your residence will continue to fix emergency issues as they appear, and we will be testing our fire safety systems as normal, in order to maintain the highest possible standards of living and protection.

 

What should I do if I feel unwell?

If you have any of the symptoms of COVID-19, it’s vital that you protect yourself and others by self-isolating in line with your residence’s self-isolation procedure, which follows the current official public health guidance.

As a starting point, please contact a member of the residence team by phone or email, and they can advise you on what to do. To reduce the risk of your symptoms spreading, do not visit the team in person. You can also call NHS 111 for advice on your symptoms, what to do and whether you need further medical attention.

You can see information about the symptoms of COVID-19, and what you should do if you have them, on the UK government health website.

How will residence staff help me if I have to self-isolate?

Our residence staff will do everything they can to help you through the self-isolation period. The key first step is to let the residence team know as early as possible about your situation, so that we can offer you the right support. You can do this by phone or email (please don’t visit them in person).

If you are in a shared flat, we will inform your flatmates, who will also need to self-isolate. If you’re under 18, we’ll also inform your parents or legal guardian, and reassure them that we are taking care of you.

Each residence team has a carefully designed procedure for supporting you through this process. This includes providing assistance with food and other deliveries to ensure they reach your door, and establishing a kitchen rota with your flatmates to allow everyone to access this common area safely. While you are self-isolating, our staff will contact you frequently to check on your health and wellbeing.

Your residence team can give you more details about the special measures in place – they’re fully committed to helping you.

Will the reception team still accept my parcels and deliveries?

We will support you as much as we can to ensure that you are able to receive deliveries. If you are not self-isolating, we kindly ask that you keep deliveries to a minimum in consideration of other residents who might need more help.

If you are in self-isolation, the on-site teams will sign for food deliveries and assist in delivering items to your door, to make this period as comfortable as possible for you. Please note that all items and associated delivery charges are at students’ expense.

How can I report a maintenance issue if I am self-isolating?

If you have something that needs our attention, please report it by phone or email to your residence team. They’ll do everything they can to resolve the matter – as soon as possible for urgent issues; otherwise at the end of your self-isolation period.

I am going home – may I leave my belongings in my room? And when I may I come back?

We completely understand that you may wish to go back to your home address or country at this time of uncertainty. We support your decision to move, and we are happy for this to happen as long as it is safe for you to do so. You are welcome to come back to your room before the end date of your tenancy agreement when you feel comfortable returning – in this case, you may leave your personal belongings in your residence room.

Please note that if you don’t plan to return before the end of your contract, you will need to remove your belongings from your room – either by taking them with you, or by arranging storage at your own expense. Your residence team can advise of local storage providers.

So that we can be sure of your whereabouts and personal safety, please notify the residence team that you are leaving, whether or not you plan to come back. For Kaplan Pathways students studying on a Tier 4 visa, your College will need to keep a record if you leave the country to ensure you remain in compliance with the terms of your visa.

 

I am going home – who do I need to inform?

If you are a Kaplan Pathways student, please tell the residence team the date you are leaving your room. You should also inform College Services to ensure they complete the leaving process and have your most up to date contact details in your home country. It is also important you go through this process for visa purposes.

Can I still book a room for September?

Yes, we are currently accepting bookings for September 2020, subject to availability. If you’re already staying at Kaplan Living, your residence team can assist you with making a booking.

Who can I contact for more information?

We really hope the information above answers many of your questions and allows you to feel reassured. And if you need further advice, we’re here to help. If you’re already staying at Kaplan Living, please speak to your residence team, who will gladly assist.

 

Kaplan Living Bournemouth
Tel: +44 (0)120 206 8651
Email: LivingBournemouth@kaplan.com

Kaplan Living Brighton
Tel: +44 (0)127 305 9088
Email: LivingBrighton@kaplan.com

Kaplan Living Glasgow
Tel: +44 (0)141 375 7358
Email: LivingGlasgow@kaplan.com

Kaplan Living Liverpool
Tel: +44 (0)151 318 4300
Email: LivingLiverpool@kaplan.com

Kaplan Living Nottingham
Tel: +44 (0)115 896 3801
Email: LivingNottingham@kaplan.com

 

Alternatively, you can use the Live Chat feature on the Kaplan Living website.

Whoever and wherever you are, we’re 100% devoted to helping you through this challenging time.

 

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