Covid-19 FAQs

Contracts for 2020/21

If I move in and my teaching has moved online, can I move out?

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

Read the latest Government advise on GOV.UK.

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 flatmates who are double-jabbed will not need to self-isolate and are advised to get a free polymerase chain reaction (PCR) test as soon as possible
  5. Your flatmates who are not double-jabbed will need to self-isolate for 10 days

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. You need to inform Sanctuary Students by scanning the QR code on the back of your door
  4. Ensure that where there are shared areas within your flat, that these areas are cleaned thoroughly after use.
  5. Do not share items with your flatmates
  6. 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.

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

  1. Your flatmates who are double-jabbed will not need to self-isolate and are advised to get a free polymerase chain reaction (PCR) test as soon as possible
  2. Your flatmates who are not double-jabbed will need to self-isolate for 10 days
  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 your flat after completion of 10 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 10 days, as advised by NHS Test and Trace, even if you test negative during these 10 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. 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

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

  1. Always follow the Government Red, amber and green list rules for entering England - GOV.UK (www.gov.uk)
  2. How long you need to quarantine for and where you need to quarantine will depend on which country you have travelled from and any countries you have travelled through
  3. Countries on the Amber list can quarantine at your term-time accommodation
  4. Ensure that where there are shared areas within your flat, that these areas are cleaned thoroughly after use
  5. Do not share items with your flatmates
  6. 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 your quarantine period of 10 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 coronavirus guide (PDF 838KB) 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