Your questions answered

As the world reacts to the Covid-19 pandemic (also known as the Coronavirus) we have outlined below answers to some of the key questions you may have and to reassure you of the efforts that Collegiate is taking to support its residents, staff and suppliers at this time.

This information, and the actions we are taking, will hopefully help us all do our best to reduce the risk of catching or spreading the virus. As the situation continues to evolve and develop, we would suggest that you check back here regularly or visit the government’s website for the latest public advice.


What is Covid-19 or coronavirus?

Covid-19, also known as coronavirus, is a new virus that can affect your lungs and airways.

People who have contracted the virus typically present with symptoms that most commonly include a dry cough, tiredness and fever. Some patients may also experience a runny nose, sore throat, aches and pains or difficulty breathing.

For the latest information on coronavirus and its symptoms, visit the NHS website.


What action is Collegiate AC taking?

In England, Wales & Scotland

We have ensured that the suppliers and contractors that we work with to get your room ready, have used products to ensure that your room is Covid-19 safe upon arrival.

We carry out a systematic deep clean of all social spaces, in addition to our habitual cleaning program. We have also increased the frequency that we clean door handles/plates, lift buttons and other high traffic areas.

Communicating with your property team
Receptions are now open and you will see our teams wearing face coverings and/or protective visors. You will need to wear a face covering when coming down to our reception areas. Hand sanitising stations will also be available at the reception. We fully appreciate your cooperation in these unprecedented times and will continue to provide updates. If you have any questions or concerns please do not hesitate to contact us through the above channels as your safety and wellbeing is our upmost concern.

Guest policy
Those living in an apartment sharing kitchen/lounge facilities with other students will not be able to have any visitors at present. This is following the latest advice from the UK government and aligns with most private student accommodation and universities halls in the UK. Those living in a Studio will be allowed one guest. This guest will be required to sign in and out when visiting and maybe asked for their I.D to verify their identity. This guest is the only person who will be able to visit you in your studio. This policy will continually reviewed as the government changes its guidance and eases restrictions.

From September 1st we will be resuming our normal Parcel service. This means we will be happy to take delivery of any parcels at reception for you to come and collect. Our teams will use gloves when handling parcels and will also use an antibacterial to wipe down the parcel on delivery.

Communal areas

You will see across our residences that our communal areas have a max capacity. Please follow these rules, as these are for your safety. For those areas that have a larger capacity of 6, you will be able to socialise in these areas as long as you;

  • Wear a face mask. For those in a household (or bubble) you are not required to socially distance from one another. As an example; 6 students from Apartment 1 can use a cinema room without having to socially distance.
  • If you meet other households (for example 6 students from Apartment 1 meet up with 6 students from Apartment 2) in one of our communal areas, you must as a household stay socially distanced from the other household AND cannot exceed the max capacity of that communal area.


Prior to Arrival & Check-in Day
Prior to your arrival, you will receive a number of emails from us. This includes a link to complete our online pre-arrival check-in service and to book a compulsory check-in appointment for your day of arrival.

By having the majority of the check-in process online and introducing a compulsory check-in appointment, we can manage our arrivals in a Covid safe way.


In England, Scotland and Wales

What if I am self-isolating?
If you are self-isolating under medical advice, please make the site accommodation team aware and we can arrange to have any food or medical deliveries to be left outside your apartment door with your consent. You will be given our teams contact details so you will always have contact with us so that we can support you.

If someone in a property is diagnosed with coronavirus, we will inform our tenants and support those that may be vulnerable due to an existing respiratory illness or weak immune system condition to reduce infection risk.

Please note also:
Should a case be confirmed, we have specific procedures in place so that we can act quickly and decisively based on the advice of the relevant authorities.

As directed by the relevant authorities, if a case is confirmed, we have processes in place to undertake a specific deep clean of any areas that the affected customer may have come into contact with.

What if I am an international student who needs to self-isolate upon arrival? Can I arrive early?
For anyone self-isolating we will support you as stated above. For our international arrivals, please check our government website for the latest guidance on self-isolation on arrival to the UK. If we have the availability we can accept early arrivals to accommodate self-isolation, please contact the residence team directly to enquire.

What if I am a student quarantining in a shared apartment?
If you are quarantining due to travel from another country and you are allocated in a shared apartment with a shared communal kitchen and/or lounge, then you will need to ensure you are following the below advice:

  • Only use the kitchen/lounge area to prepare your meals. Do not use this area to socialise whilst in self-isolation. You will be required to wear a face covering whilst using the kitchen.
  • Liaise with your new flat mates (digitally) to ensure that you can use the kitchen without them being present. If you have not met your new flat mates yet, you can email the site team and give permission to share your details with the rest of your flat mates. You can then ensure you have communication via your preferred digital channel.
  • When cleaning the kitchen after use, please ensure you use hot soapy water and an alcohol based sanitiser to clean anything that you have used or touched.

What if I am self-isolating or self-quarantining and the fire alarm sounds?

You will still need to exit the property in the normal way via the emergency escape routes to the Assembly Point. If a face covering is readily available then please wear one, though this should not impede the time that it takes you to exit the residence. When at the Assembly Point please practice social distancing. The above applies to any fire drills that may take place at the residence too.


Thank you for your understanding and support!
We will continue to work closely with our university partners across the UK to ensure our response to the situation is fully aligned and coordinated and that our students receive the very best help.

Although they are unable to offer medical advice, the Collegiate team will be on hand at all times to answer any questions or concerns that you may have. We work closely with local GP services and University Student Services so that we can link you to the appropriate support. We would ask for your kind understanding and patience at this time as our teams are working hard to make our residences Covid safe.


What action should I be taking to help reduce Covid-19 transmission?

We have the following advice from the UK’s National Health Service (NHS) and from Public Health England. We are asking all residents and employees to follow this advice closely:

  • Wash your hands regularly using soap and hot water for at least 20 seconds, especially after sneezing or blowing your nose
  • Always wash your hands when you get home or into university. (We have a hand sanitising station in every reception)
  • Try to avoid contact with anyone that may be ill
  • Use hand sanitiser gel if you don’t have access to soap and water
  • Cover your mouth and nose with a tissue or sleeve when you cough or sneeze and wash your hands afterward
  • Put any used tissues in the bin immediately after using them
  • Try not to touch your eyes, nose and mouth with unwashed hands
  • Do not share items that come into contact with your mouth
  • Avoid public transport or social gatherings
  • For the most up-to-date advice, visit the NHS website


What should I do if I think I have coronavirus and have to self-isolate?

If you are displaying symptoms of Coronavirus including a high temperature or a new, continuous cough, Public Health England is advising people to self-isolate for seven days.

At this stage, there is no need to contact 111 or visit a GP surgery, hospital or pharmacy. If you are self-isolating, please follow Public Health England’s recommendations below:

  • Stay in your flat unless told otherwise by health authorities
  • Do not go into work, university, lectures or public areas, and don’t use public transport or taxis until you’re told it’s safe to do so
  • If you have someone bringing supplies or have ordered shopping online, make sure the items are left at reception or outside of your room
  • Stay away from friends or flatmates
  • If you’ve been provided with a facemask, you should wear it when you may come into contact with other people
  • Make sure all of your rubbish is disposed of properly by tying it up in two plastic bin bags
  • If your symptoms get worse, you can’t cope with them at home, or they don’t get better in seven days, use the 111 online coronavirus service. If you can’t get help online, call 111 or, in an emergency, call 999.


We would also advise the following:

  • Keep in regular contact with friends and family by phone
  • Avoid using common areas in your accommodation (apart from your shared kitchen)
  • In the event of a fire alarm, please evacuate the building as you would normally, but where possible, keep at least six feet away from other people
  • Please be aware that we’ll only carry out maintenance in your flat if it’s a safety risk to you or others
  • You should also continue to follow the advice given above under the subheading ‘What action should I be taking’.


Are you using track and trace?

We’ll be taking contact details from guests, visitors and contractors, plus the times they are on any of our student residences. As per our current guest policy we are only allowing 1 guest per household, this person will be required to sign in and out when visiting and maybe asked for their I.D to verify their identity.

The details we take will need to be kept for 21 days and, if asked, we will provide them to NHS Test and Trace. Please be reassured that your information will be stored securely, in line with data protection laws, and will not be shared with anyone else. We will also not use your data for anything else like marketing. We are doing this to help reduce the risk of any local outbreak – by sharing your information NHS Test and Trace can quickly identify people who have come into contact with someone who has tested positive for COVID-19 and ask them to take the necessary precautions.

Q – Can you visit a residence if you don’t want to give you your details?
A – Although this is voluntary, we’re encouraging customer and visitors to share details in order to support NHS Test and Trace. You information will only be used where necessary to help stop the spread of COVID-19. You can opt out.

Q – Why are we doing this?
A – We are doing this to help reduce the risk of a local outbreak of coronavirus and in line with government guidance. We want to do everything we can to protect our staff, students, visitors and contractors as well as the wider community.

Q – Can you trust us to keep you data secure?
A – All businesses that take personal information must comply with relevant data protection law. We provided information about how we will keep your data secure.


What if I’ve recently got back from holiday?

If you have travelled outside the UK, please ensure that you read the government website for the latest advice on what to do on your return to the UK.


Can I end my tenancy early?

If you’re living with us and would like to end your tenancy early, our standard cancellation policy applies (England & Wales) / standard cancellations policy applies (Scotland)


England & Wales

In the event that you wish to terminate your Tenancy Agreement, you will need to find another tenant (who must first be approved by us acting reasonably) to take a new tenancy of the Room for a term which is equivalent to the unexpired term of your Tenancy Agreement. An administration fee of £50 will apply for the costs of preparation, delivery, and execution of the replacement tenancy agreement in these circumstances



Unless the Residential Period has commenced, or you have already collected the keys to the accommodation, you may cancel your booking by writing or sending an e-mail to us at, at any time during the 14 days after we send you an e-mail confirming your booking is complete. If you do that, we will make no charge and will return the Reservation Fee to you.

In the event that you want to terminate your Student Tenancy Agreement prior to the end of the Residential Period, you will need to find another tenant to replace you and take over your tenancy. Your tenancy period is for the Residential Period stated in Clause 2 of your Student Tenancy Agreement; whomever takes over the tenancy must take over the tenancy for the remaining period.


Can I cancel my future booking?

The standard cancelation policy applies. You may be eligible to be released from your tenancy agreement outside of the 14-days cooling off period if:

Your offer of a place at your preferred University/Higher Education institution is withdrawn as a result of you not achieving the required entry grades, you have surpassed your required entry grades and choose to go to a different University or you have extenuating circumstances that prevents you taking your place at University.

In order to meet the criteria you will need one of the following:

  • To provide a written rejection letter from your chosen university/Higher Education Institute
  • Evidence as to why you cannot take your place


Where can I find more information?

For more information about coronavirus, its symptoms, how to avoid catching it and what to do if you do have it, please visit the NHS website or visit the government’s website where you can find more information on how the country is tackling the situation.

If you’re worried about a friend, concerned about the situation or need emotional support, you can speak to the team at your reception, who will be able to put you in touch with a Welfare Lead in your city.


See the latest update

05/08/2020  Covid-19: FAQ’s for 2020/2021 Students

26/05/2020  Amendments to cancellation policy for 2020/21 academic year

30/03/2020  Government advises students to remain in residences and not travel home

27/03/2020  Letter from Michelle Donelan MP, Minister of State for Universities

27/03/2020  To Our Residents: Potential To Defer Summer Rental Instalment

26/03/2020  UPDATE: The latest advice and recommendations regarding Coronavirus (COVID-19)

14/03/2020  The latest advice and recommendations regarding coronavirus (COVID-19)