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COVID-19 – LATEST UPDATE

OUR RESPONSE TO CORONAVIRUS

The Stay Club prioritises the health and safety of both our team, as well as our community. We recognise the need to monitor developments and continuously change our operations to reflect the current situation, adhering to Government and PHE guidance. The UK has officially moved to step 4 of the UK lockdown road map, as we transition towards learning to live with COVID-19. With the terrific success of the UK’s vaccination programme, lockdown restrictions in the UK have now been eased & the livelihood of our residents can now resume back to a sense of normality.

With positive developments, this space will be continuously updated to bring you the most recent developments within our facilities and adjustments to our services. Below you will find information on your accommodation, what you can expect from The Stay Club team & what we expect from you. If you have any further inquiries, our friendly reception team is always at hand via phone and email.

WHAT YOU CAN EXPECT FROM US

Reception

The Stay Club’s reception teams continue to operate 24 hours a day, 7 days a week. We are opting to offer our residents continuous support around the clock as we have done in the past, in line with suggested safety measures for our community’s welfare and protection.

Your guests

In light of recent developments, we have reviewed our visitor policy and will not be allowing external guests within the properties for the foreseeable future. We will be issuing relevant updates on the visitor policy in this space, so feel free to refer to it as the situation evolves.

Maintenance

To reduce movement of staff in/out of our buildings, we have moved all residence personnel in-house. If maintenance issues occur in studio units, students are advised to notify staff using normal channels found in their handbook. Maintenance personnel will attend to issues when studios are vacant from residence and always in full personal protective equipment.

Post, packages, and deliveries

If you receive letters via post, these will be delivered to your mailbox. The Stay Club reception team collects registered posts or parcels on your behalf and delivers them to you in a physically distanced manner. If you have deliveries to collect you will receive an email, so keep an eye out on your inbox. Don’t forget to show your picture ID upon collection! Students in a period of self-quarantine will have their items delivered to their room.

Use of communal spaces

All communal spaces are now open to residents and enhanced cleaning measures will still be maintained to further safeguard students using these areas. Residents are no longer required to wear masks around The Stay Club sites unless in congested areas and using the lifts.

- Café and on-site catering – these facilities & services provided will be operating normally and there are no longer limitations on capacity, meaning people can meet in any setting with no restrictions. However, it is still advised for contactless payment methods to still be in use.

- Gyms – for residences that benefit from on-site gyms, these facilities will now be operating on a 24 hr basis & restrictions on capacity have now been lifted. Residents can be assured that heightened professional cleaning routines on facilities and equipment will still be maintained. Equipment sanitising products will still be provided and visitors to the gyms are requested to wipe down equipment before and after use.

The Stay Club views communal spaces as an integral part of our communities. However, if advised by the UK government to close specific areas, this advice will be adhered to. Please note, if we are forced to close facilities to safeguard student welfare, this is considered to be active ‘outside of our control’ and as a result, no refunds and/or compensation is available.

Support for self-isolating residents

We are committed to supporting our residents that are either in self-isolation or quarantine. If you arrive in the UK from a country that is not on the green list, you will need to self-isolate starting the day after you leave the non-exempt country. Please inform your residence’s site team on arrival so we can provide guidance and support when necessary with laundry pick-up and delivery, grocery, and other essential items service delivery.

Fire Alarms

In the case of an emergency evacuation, you should try to maintain physical distancing and wear a face covering. However, quick evacuation to get you to safety is a priority!

Moving around inside our residences

Students are free to move around the building without wearing a mask, however, it is advised to wear masks while in congested areas, entering lifts and student rooms to lower risks. Moreover, physical distancing is no longer a legal requirement.

Enhanced cleaning and hygiene

Facilities cleaning and housekeeping personnel have been moved in-house where possible. This is to reduce the footfall of staff inside/outside of the residence, and subsequent spread of the virus.

We have introduced an enhanced cleaning schedule, with a focus on communal areas and frequently touched points. You will also come across a number of hand sanitiser stations in corridors, social spaces and around our facilities; so, you can keep your hands clean even when it’s not possible to wash them!

The Stay Club operate cleaning systems/processes, all facilities and cleaning staff have been trained in the use of appropriate cleaning products and all food handling staff have received Basic Food Hygiene training. Rooms are disinfected between stays with appropriate use of cleaning chemicals that are effective against coronavirus.

Community and events

Our incredible events are officially back on & community building has been one of our focuses with physical events now being allowed. The Stay Club’s Events Team has numerous events to further enhance the student experience with our residents. If you want to learn more or get involved, then drop us an email here: events@thestayclub.com.

WHAT WE EXPECT FROM YOU

Face coverings

Face coverings are required in congested spaces, and using lifts.

Physical distancing

Physical distancing is now a requirement, and it should be upheld with people who are not a part of your household. This entails a minimum distance of 2 meters from other people, including times at which the lifts are used. In addition, current instructions read that you shouldn’t be socialising with more than 5 people from outside of your household, unless these form part of your bubble.

Follow instructions

As the situation evolves, we will be updating our in-house measures and regulations. Please help us keep our community safe by following any instructions you receive within the facility. These may be communicated via our staff, signage throughout the residence, email communication, and social media channels.

Lifts

If your studio is situated on one of the lower floors, we would encourage you to use the stairs when possible, so as to free the lifts for residents in the upper floors or those unable to use the stairs.

Practice good hygiene

Good hygiene is key, and we invite our residents to make a note of the below good hygiene practises:

- Wash your hands frequently using soap and water for 20 seconds. This is especially the case before and after eating, as well as in the restroom

- If washing your hands with hand and soap is not possible, then alcohol-based sanitisers are recommended

- Avoid touching your eyes, nose, and mouth

- Disinfecting surfaces often is strongly recommended; especially the ones you make frequent use of. These may include benchtops, desks and door handles

- Allow as much fresh air to enter your space by opening windows frequently

- If you feel the need to cough or sneeze, do so into your elbow or tissue which you can dispose of immediately and wash your hands

Self-isolation and quarantine

We invite our residents to contact the reception team of their accommodation when/if the need to self-isolate or quarantine arises. Our teams are there to provide additional information and resources about how to stay safe and offer support throughout this time.

Maintenance and housekeeping

If the maintenance or housekeeping teams need to access your studio, they will ask that you leave. This is to ensure they can carry out their work safely, and we request our residents to comply when reminded to leave the studio.

Information on quarantining and self-isolating

We encourage our residents to stay up to date with the latest information, via the following links:

Cancellation policy – Academic Year 2021/22

Cooling off period All bookings receive a 5-day ‘cooling off’ period starting from the booking confirmation date. If you request to cancel within this period, you will be released from the contract and receive a full refund. Please note, should your check-in date fall within these 5 days, this will classify as the end of your ‘cooling off’ period.
Outside cooling off period Once the 5-day ‘cooling off’ period has expired, you will be liable to pay your accommodation fee as per your licence agreement, however, you do have the option to find a replacement occupier (at our sole discretion).
University refusal Until 31st July 2021, any cancellation requests outside the ‘cooling off’ period will be considered only if you have not been accepted into your chosen London University. Each cancellation request will be taken on a case-by-case basis and must be supported by documents confirming university refusal. If cancellation is approved, you will be released from the contract and your accommodation fee will be refunded less the prepayment. After 31st July 2021, cancellations outside the ‘cooling off’ period will not be considered.
Exception Covid-19 We understand this is a time of uncertainty and would like to reassure you that we will accept late cancellations if you are unable to reach the United Kingdom due to entry restrictions imposed by the government. Each cancellation request must be sent with supportive documents at least 24 hours prior to the booking start date. If the request is approved, you will be able to postpone your booking until restrictions are lifted.
Visa Refusal If your visa is refused, please contact us within 48 hours of receiving your visa refusal. Each cancellation request must be sent with supportive document (visa refusal and official proof that your course has been cancelled) prior to the booking start date. If cancellation is approved, you will be released from the contract and your accommodation fee will be refunded less the prepayment.