COVID-19 FAQs

Last updated: 13 Nov 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 all residences as frequently as possible, including every hour in key areas, and we’re ensuring there’s hand sanitiser available in the reception and all common areas. In addition, we’ve introduced social distancing measures and one-way systems (in line with UK government guidelines) to help keep you safe. Our Kaplan Living Reception areas and common spaces have also been redesigned with safety screens to allow us to provide you with a great service in a safe environment.

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

Our commitment to your welfare doesn’t stop there. The facilities team in your residence will continue to fix any 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.

 

Can I have visitors in my flat?

Our visitor policy will align with government guidance. Currently only residents of Kaplan Living are allowed in the building. We will continue to review this policy as and when official guidance is updated.

 

Do I have to wear a face mask when in the building?

When you are in common areas of the building such as reception, public corridors, laundry room, common room or the lift, you are asked to please wear a face mask. Once you are inside your flat you are not required to wear a mask.

What happens if the fire alarm goes off and I am in isolation?

In the event of a fire alarm, either part or all of your residence will have to evacuate. If the fire alarm goes off in your flat, then please evacuate the building. Ensure you are wearing a face mask when you leave. When exiting the building, head to the Assembly Point as guided. It is essential that once at the Assembly Point you maintain social distancing. You will receive further information once the incident is over from the residence staff as to how to return to your room safely.

Your residence team will share specific fire safety information with you when you move in.

 

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, or by using the QR code on the back of your bedroom door, and they can advise you on what to do. Please 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 any 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, email or by using the QR code on the back of your bedroom door (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, medication or 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.

 

What happens if my flatmate tests positive with COVID-19. Do I have to continue to share my flat with them?

Yes. Government guidance states that someone in the same household as a person testing positive for COVID-19 should immediately isolate for 14 days from either the date the symptoms of the positive case started or if non-symptomatic, 14 days from the date of the test. You should not leave your flat until your isolation period has ended.

 

How can I keep safe if a flatmate develops COVID-19?

If your flatmate tests positive your whole flat will have to isolate. You should all remain in your bedrooms, and only use the kitchen for when you are cooking. We will assist you with setting up a kitchen rota. It is important you have as little physical contact as possible during this time with your flatmates.

We recommend you clean the kitchen including all your utensils, pots and pans etc and clean down all surfaces after you use them before one of your flatmates then accesses the kitchen. While you are outside of your bedroom but within your flat, please wear a face mask to protect both you and your flatmates.

 

I am a student continuing my course online and I live in my Kapan Residences in the UK. Can I cancel my booking and am I entitled to a refund?

If you have moved into your student room, you are required to adhere to the terms of your tenancy, which include the payment of your rent until the end of the contract period.

If you have not yet moved into your student room, we will allow you to defer the start of your booking to 14 days prior to face-to-face teaching of your course commencing.

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 to reception by using the QR code on the back of your bedroom door. They’ll do everything they can to resolve the matter as soon as possible if it is urgent, or at the end of your self-isolation period if it is not.

 

Planning to move out?

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

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, you must remove your belongings yourself, however 1 non-resident who lives in your family household will be allowed into the building to assist you. This visitor must be confirmed with the residence team prior to arrival and will be required to wear adequate PPE before access to the residence will be permitted.

You with still be liable for your rent, as per the Kaplan cancellation policy, until you find a new student to replace you.

 

I am going home — can I leave my belongings in my room? And when 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. We cannot store any belongings after the end of your tenancy. It is your responsibility to arrange for your belongings to be collected before the end of your tenancy agreement. Any belongings left in your room at the end of your tenancy will need to be disposed of.

 

I have already left my accommodation

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

If you have moved out of your student room, you are still required to adhere to the terms of your tenancy agreement, which include the payment of your rent until the end of the contract period.

 

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

You may leave your belongings in your room for the length of your tenancy. We cannot store any belongings after the end of your tenancy. It is your responsibility to arrange for your belongings to be collected before the end of your tenancy agreement. Any belongings left in your room at the end of your tenancy will need to be disposed of.

 

Bookings for this academic year

I am planning to start my course in January, 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 January; please look at our available options. 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. You will not be liable for rent prior to the start date of the tenancy.

 

Can I cancel my upcoming booking?

We encourage students to continue to make bookings. If face-to-face teaching is not in place at 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.

Bookings for 2021/22 academic year

I am planning to start my course in September 2021, 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 2021; please look at our available options. If you are then unable to travel due to COVID-19 restrictions, we will defer your tenancy start date to 14 days prior to when face-to-face teaching at your university is confirmed. You will not be liable to pay rent prior to the new start date of your tenancy.

 

Can I cancel my upcoming booking?

We encourage students to continue to make bookings. If face-to-face teaching is not in place at 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.

 

We are here to help

Our onsite staff are available 24/7 to provide you with support during your stay with us. If you are feeling down, worried, anxious or just want to talk to someone, then contact our residence team who are only a call or a message away.

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

We 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)151 556 0918
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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