Last updated: 15 May 2020

Answers to some questions regarding accommodation and our policy on leaving early:


Continuing to stay in your room or flat?

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.


I am a student continuing my course on-line and continuing to live in my Kapan Residences in the UK. Am I entitled to a refund?

If you are still living in your student room you are required to adhere to the terms of your tenancy, which includes the payment of your rent until the end of the contract period.


I’m concerned my accommodation contract may end before I am able to travel home. Am I able to extend my stay in my current room?

Kaplan are pleased to confirm you can stay in your current room at no extra cost if you are unable to get home due to Covid-19 and staying in the UK is permissible under Tier 4 regulations. This is possible from the end of your original contract until Saturday 29th August.


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.


Planning to move out?

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

As of 11th May, government advice for students currently living in a student residence is that they may now move back to their permanent home residence if they wish. If you do decide to leave please inform your residence team of your departure date and arrange for your key to be handed back and your belongings removed from your room. Due to social distancing measures, students must remove their belongings themselves, however 1 non-resident who lives with you in your current household will be allowed into the building to assist you. This visitor must be confirmed prior to arrival and will be required to wear adequate PPE before access to the residence will be permitted.

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. If you do choose to leave and confirm you can return prior to the end date of your tenancy contract, then yes, you can leave your belongings in your room. However, if you cannot confirm you will return, then we advise that you remove all your belongings at the same time.


I have already left my accommodation

Will I be able to get a refund if I have returned home?

All residents were notified by email on 14th April with the updated cancellation policy information, which was also published on the Kaplan Living website along with these FAQs. Early release from your contract is possible from 30th May onwards. The final deadline for students to inform Kaplan Living that they had moved out and request early release from their tenancy was 8th May. Residents who completed the online form have been contacted by their residence teams regarding the next steps of the process. Any resident who did not complete the early release request form by 8th May is assumed to still be living in the residence and will not be considered for early release.

We are only releasing contracts where rent payments are up to date. Therefore, residents paying in instalments need to pay their final rent instalment due in April before any early tenancy release can be approved. If you have already paid in full, we can either refund any overpayment to you or provide a credit towards a future room booking with Kaplan Living.


I have returned home but left my belongings in my room, should I return to collect them?

At this stage we ask that you please respect current government restrictions and do not travel to the residence. However, if possible, we would ask you to make arrangements to collect your possessions within 14 days from when government travel restrictions are relaxed. Please fill in this form to let us know your plans, and we can see what assistance we can provide.


Bookings for 2020/21 academic year

I am planning to start my course in September, can I book a room at this stage and what happens if I then can’t travel?

You are welcome to book a room for your course start date in September; please look at our available options and submit the booking form. If you are then unable to travel due to Covid-19 restrictions we will defer your booking start date to 14 days prior to when face to face teaching at your university is confirmed. Students will not be liable to rent prior to the start date of the tenancy.


Can I cancel my upcoming booking?

We encourage students to continue to make bookings for September. If face-to-face teaching does not resume by the start of your tenancy, your booking will be deferred to 14 days prior to the date face-to-face teaching is expected to resume. Until this decision is made by the universities our standard cancellation policy will apply.

Belongings collection

How will the collection process work?

Initially please fill in this form to let us know your plans, and we can see what assistance we can provide. Then all collections will need to be arranged in advance with the on-site residence team. The process we are implementing, which adheres to social distancing guidelines, has been designed to ensure your safety as well as that of your peers, Kaplan employees and the wider community.

Please do not travel to your residence until you receive further instructions from the residence team. When government lockdown guidelines allow, Kaplan Living will invite students that have to return to their Kaplan Living residence to collect their belongings. This will involve an online booking portal to select a specific day and time slot to return. Residents will be allowed to book an access pass for a non-resident that currently resides in the same household to assist them with the removal of their belongings.

Residents that arrive at the residence without an appointment may be refused entry if social distancing cannot be maintained.


How will we ensure the safety of those arriving to collect belongings from the accommodation?

We will operate a booking system for students who need to return to their accommodation to collect their belongings. There will be three slots per day available per block/stairwell, and bookings will be available over a number of weeks.

Please note that you will be required to book a slot prior to visiting your residence to collect your possessions.

All residents that have previously left the building will have their access fob cancelled to ensure that this procedure can be managed appropriately with the safety of all residents and staff in mind.

We have chosen to take this approach in order to control collections and visits to residences. Taking into account social distancing, only one person plus helper will be permitted per stairwell/block at any one time.


Can I bring family members or significant others with me to help collect my belongings?

You will be permitted to bring one person to help collect your belongings from accommodation. As per current guidelines, they must also be from the household in which you are currently residing. All residents and visitors must bring Personal Protective Equipment (PPE) to be worn on site, including gloves and masks, or admission to the building will not be.


How long do I have to remove my items?

You will be assigned a 2-hour window in which to collect all of your belongings from your accommodation.


I am currently overseas and unable to travel back to my residence to collect my belongings. What can I do?

Kaplan Living recognises that collecting belongings may be challenging for some students, particularly those who may have returned to their homes overseas. If you are currently unable to return to your residence due to travel restrictions, either in the UK or in your home country, please contact the site team directly so that appropriate arrangements can be made.


Get in touch

Who should I contact for more information or if I have any questions regarding my Kaplan accommodation booking?

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

Kaplan Living Brighton
Tel: +44 (0)127 305 9088

Kaplan Living Glasgow
Tel: +44 (0)141 375 7358

Kaplan Living Liverpool
Tel: +44 (0)151 556 0918

Kaplan Living Nottingham
Tel: +44 (0)115 896 3801


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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