Accommodation and COVID-19 FAQs

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This page was updated on the 23 March 2021 to reflect the recent government's announcements.

Can I return home for the Spring break?

The government is urging students not to travel home for the spring break, to reduce the risk of spreading the virus. 

However, if you choose to return home you are advised to take a test before you leave for home and another before you return to the Intercollegiate Halls. 

If you test positive you, are required by law to self-isolate for 10 days and you should not travel.

Finance

How will I receive my refund?  

  • Your deposit and any overpaid fees will be returned to the card used to pay the deposit if both are paid by the same person. Overpaid fees greater than £200 will be returned to the person who paid them if different to the person who paid the deposit.

When will my deposit be refunded? 

  • We will endeavour to refund your deposit (if there are no fees outstanding) and any overpaid fees within 28 working days of your release date. The Finance Office will contact you should they experience any problems administering this refund. Any further queries regarding your deposit should be referred to deposit.finance@london.ac.uk. If you have already paid for your third term fees, it will be refunded with your deposit.



My card has changed since the payment was made - what should I do? 

  • If the card has changed but the account is still the same, your money will automatically be routed to your new account so you don't need to take any action. If the account has changed, you will need to provide bank details for the original payer. Please request a form for this but bear in mind refunds via Bank Transfer can take approximately 4 weeks longer. Bank details can only be accepted on the form, not in the body of an email. If we don't receive this form back within 5 days of us sending it to you, we cannot guarantee your request will be actioned. 

I have a payment plan, how do I cancel/ amend it? 

  • We will cancel/ amend your payment plan according to the option you have chosen. If you have set up your own standing order, please remember to cancel/ amend this yourself.
    If you have a payment plan set up to take your payment automatically, we will endeavour to amend this before the scheduled payment on the 1st March. You will receive an amended statement of account, and an updated schedule of payments from Finance. If an overpayment does occur, the fees will be deducted from subsequent payments.

I have already paid for my 2nd term fees; will I be refunded for the period of 5th January –30th April 2021? 

  • If you are departing halls, any overpaid fees will be refunded with your deposit. If you are remaining in halls, any overpaid fees will be offset against future payments or refunded with your deposit.

I have not yet paid for my 2nd term and have chosen an option including a £25 weekly charge. How will I know how much to pay? 

  • Your account will be amended and you will receive a statement of account showing the changes. Epay will reflect these changes by 9 am the day after you receive your statement.

If I am away

I have already departed but still have my room key –can I return the key by post 

  • If you have left the hall without handing in your key/access fob/card or Hall ID, please send the item by recorded/trace delivery so we may track the return. Please also inform the Hall Managers office via email that you are sending the key with the tracking information. Where possible please return all items prior to processing your check out. 

I have already departed my hall but could not clear all of my belongings - what should I do? 

  • Wherever possible, students should remain at their vacation accommodation and should not travel to access their university facilities until the resumption of their face-to-face teaching. Students should avoid returning to university to collect any of their belongings which they may have left at their university accommodation over the winter break. However, students can travel back to collect any medical equipment or items required for online learning if it essential. Please email the Hall Managers office of your hall if you need assistance to return to collect medical equipment or items. 

If I hire a removal company to collect my belongings, can I be released from my contract?

  • Yes. Government guidance on ‘moving home’ states that ‘removal firms can continue to work’. Should you use a professional removal company to remove your belongings from your room, you will need to contact the Hall Management team for your hall (email addresses below) with details of the name of the company you are using including any telephone numbers, and you must provide the hall management team with at least 24 hours’ notice (office hours are Monday – Friday, 9am – 5pm). Please note that under current government guidance, individuals (including students) must not travel and must stay at home during the national lockdown. This guidance is separate to allowing removal companies to continue operating owing to the risk assessed precautionary measures that they have implemented, to ensure removals are conducted in a safe manner.

We understand that you may be unable to collect the remainder of your belongings from your room for reasons out of your control. With that in mind, you may wish to contact the following companies to arrange for them to collect the items on your behalf: 

Please note - that we do not endorse the use of anyone company over another and we strongly recommend that you research these and other service providers before making your own choice about which you would trust to employ

Can my friends/family come to the hall to collect belongings on my behalf?

  • Unfortunately, no. Government guidance is clear that individuals must not travel and must stay at home during the national lockdown. This guidance is separate to allowing removal companies to continue operating owing to the risk assessed precautionary measures that they have implemented, to ensure removals are conducted in a safe manner.

I will be returning to the UK from overseas to collect my belongings, can I quarantine in the Intercollegiate Halls?

Can you pack my belongings for me?

  • We regret we are unable to provide a service to pack your belongings, however, we can assist you to obtain information about removal company services that can help you with this service, please email the Halls Management office in your hall for more information or any further queries on this matter. 

Can my friend store my belongings for me?

  • Yes – assuming your friend is from the same household and is willing to store your belongings for you in their room. Please be open and honest in any conversation with your friends about the amount of belongings that they will be storing for you and be mindful that they are spending a greater amount of time in their room at the moment and may not wish to have an excessive amount of items that take away from their own living space. Should you friend depart at a later stage, they will need to ensure that your belongings are also removed in order to be released from their contract and you must make them aware of this before making any arrangement.

If I am planning to move out

Am I am allowed to move out during the national lockdown? 

Can I change my departure date after I have notified you? 

What steps do I need to follow on departure date? 

  • On the day of your departure, you need to make sure you take all your belongings, return your keys/access card and ID and sign out at reception

If I am planning to stay

I have to remain in halls, but I feel anxious and nervous about the current situation, who can I speak to? 

  • Each hall has a Warden who provides welfare support to residents and would be more than happy to arrange a meeting with you. In addition, Resident Advisors and Duty Resident Advisors are available.
     
    We have a range of welfare support to help you look after your health and wellbeing during this difficult time, including resources to support your mental health. These are designed to help you manage stress, anxiety, depression, or trouble sleeping. As a  resident, you also have exclusive access to various activities such as fitness classes, cooking classes and guided meditation from our Residential Life team, which will help keep you both physically and mentally active during the period.

Can I remain in my accommodation at the Intercollegiate Halls? 

  • The current Government advice for this national lockdown is to stay at home. This means that if you stayed in London over the winter break, or if you have already returned, you should remain here and not travel home. 

    We have a range of 
    welfare support to help you look after your health and wellbeing during this difficult time, including resources to support your mental health. These are designed to help you manage stress, anxiety, depression, or trouble sleeping. As a  resident, you also have exclusive access to various activities such as fitness classes, cooking classes and guided meditation from our Residential Life team, which will help keep you both physically and mentally active during the period.

Are we allowed visitors to halls? 

  • Please note that no external visitors are allowed into halls during this time. Anyone that is found on-site that is not a resident will be asked to leave immediately. 

Will you be closing any halls of residence in 2020/21? 

  • There is currently no plan to start moving any residents from their halls.

Are you still allowing summer extensions? 

  • We will contact all residents who decide to stay with details on how to apply for a summer extension after Easter.

General Questions

Is the Accommodation Office still open? 

  • The Accommodation Office is now available as an online service and will not be open for face-to-face appointments. Should you have any need to contact them, then please email info.halls@london.ac.uk 

Useful Contacts

General

  • Finance Team - ahd.finance@london.ac.uk
  • Deposit Team - deposit.finance@london.ac.uk
  • Accommodation & Hospitality - info.halls@london.ac.uk

Hall Management Teams

  • College Hall - info.connaught@london.ac.uk
  • Connaught Hall - info.connaught@london.ac.uk
  • Eleanor Rosa House - info.erh@london.ac.uk
  • Garden Halls - info.gardens@london.ac.uk
  • Handel Mansions - info.ih@london.ac.uk
  • International Hall - info.ih@london.ac.uk
  • Lillian Penson Hall - info.lph@london.ac.uk
  • Nutford House - info.lph@london.ac.uk

Wardens' Teams

Intercollegiate Halls of Residence COVID-19 Information Pages

Support Services

UK Government Coronavirus Information Page

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