Covid-19 FAQs

Contracts for 2020/21

I have moved in but my teaching has moved online. Can I move out?

The Government has advised students to stay at their current home which means you must remain at your term time address.

Read the latest Government advise on the .GOV website.  

If your university has moved teaching online and you would like to move out of a property, our standard cancellation policy applies.

I am due to move in but no longer need my room. Can I cancel my booking?  

If your contract has not started yet and your plans have changed and you will not be moving into your student room at Sanctuary Students, our standard cancellation policy applies.

Can I cancel my booking?

Our standard cancellation policy applies to students whose contract date has not yet started.

I live with you but my contract is through my University. Does the cancellation policy apply to me?

Students living in Dundee, Glasgow, Falmouth, University of Manchester at Denmark Road, Brighton or Truro will need to contact their university about cancellations.

My contract starts soon but I’m unsure if restrictions mean I won’t be able to travel. Can I cancel my room?

Our standard cancellation policy applies at this time.

 

Living with us

I tested positive for COVID-19. What do I do?

  1. You need to stay within your flat
  2. You need to isolate for at least 10 days, from when symptoms started or from day of test if no symptoms
  3. Inform Sanctuary Students immediately of your test result by using the QR code on the back of your door or by emailing your site mailbox
  4. Your whole flat must self isolate for 14 days from the day when your symptoms started or from the day of

You can leave the flat after 10 days, even if you still have a cough or loss of smell/taste. These symptoms can last for several weeks, once the infection has gone.

If you continue to feel unwell with other symptoms, keep self-isolating.

I have COVID-19 symptoms

  1. You need to stay within your flat
  2. You need to book a test
  3. Your flat also needs to self isolate whilst waiting for your test result
  4. You need to inform Sanctuary Students by scanning the QR code on the back of your door
  5. Ensure that where there are shared areas within your flat, that these areas are cleaned thoroughly after use.
  6. Do not share items with your flatmates
  7. Ensure that social distancing is adhered to within the flat where possible and if not, face coverings are worn and hands are washed regularly

You can go out of your flat when your test comes back negative and you feel well enough.

Your flatmates can go out when your test comes back negative.

Somebody in my flat has tested positive for COVID-19. What do I do?

  1. The whole flat must self isolate for 14 days from the day when the symptoms started or from day of test if no symptoms – even if someone else within the flat tests negative during this time
  2. Ensure that where there are shared areas within your flat, that these areas are cleaned thoroughly after use.
  3. Do not share items with your flatmates
  4. Ensure that social distancing is adhered to within the flat where possible and if not, face coverings are worn and hands are washed regularly

You can leave your flat after completion of 14 days self isolation

Even if you have a negative test during the 14 days, you still must complete the 14 days self isolation

NHS Test and Trace has identified me as a close contact of somebody with symptoms or confirmed COVID-19. What do I do?

  1. You must self isolate for 14 days, as advised by NHS Test and Trace, even if you test negative during these 14 days
  2. The rest of the household does not need to self isolate unless they are also a close contact or you develop symptoms or test positive
  3. Ensure that where there are shared areas within your flat, that these areas are cleaned thoroughly after use
  4. Do not share items with your flatmates
  5. Ensure that social distancing is adhered to within the flat where possible and if not, face coverings are worn and hands are washed regularly

You can leave the flat, once you have completed your 14 days self isolation

I have travelled and must isolate as part of a period of quarantine. What do I do?

  1. You need to self isolate for 14 days, even if you test negative during this time
  2. The rest of your flat does not need to self isolate, unless you start to display symptoms or test positive
  3. Ensure that where there are shared areas within your flat, that these areas are cleaned thoroughly after use
  4. Do not share items with your flatmates
  5. Ensure that social distancing is adhered to within the flat where possible and if not, face coverings are worn and hands are washed regularly
  6. I have travelled and must isolate as part of a period of quarantine

You can leave the flat once your quarantine period of 14 days is complete.

Do I need to wear a facemask within the properties?

We ask all students to wear a face covering when in the communal areas and corridors within our properties.

I need to log a repair. What do I do?

We are undertaking emergency repairs but it’s really important that you tell us if you or someone in your flat is self-isolating to prevent the spread of Covid-19. Login to your account https://secure.sanctuary-students.com/apply/ or call your 24 hour site telephone number to report your repair.  

Can I still have my mail delivered?

Mail and parcel deliveries are running as normal. Please check with your onsite teams for your property’s mail collection process.

What changes have been made to the property?

We have made changes to each of our properties which mean things may be slightly different to what you expected or have experienced if you’ve stayed with us before. We want you to feel at home and we hope these changes mean you feel reassured that we’re doing all we can to provide you with a maintained, safe and secure home.

We've produced a guide (PDF 1.7MB) for our students which details the adjustments we’ve made to shared spaces, repairs, rooms visits and on-site facilities such as the common room, laundry and reception.

What can I do to help?

We’re all in this together and making some small changes can go a long way to stopping the spread of Covid-19.

  • Always follow the latest Government advice.
  • Wash your hand regularly.
  • Wear a facemask.
  • Social distance.