Get in touch with us today!

0800 652 7844 enquiries@mansionstudent.co.uk

FAQs

Covid-19 Moving into Your New Home 

We are continuing to monitor government advice across the UK, and we have put in place a range of measures to ensure our buildings are fully Covid-secure. 

What safety measures have been put in place?
Following advice from our Health & Safety advisors we have put the following measures below in place: 

  • Installation of Perspex screens at the reception desks 
  • Signage displayed throughout our buildings to aid social distancing 
  • Covid-19 notices displayed for advice and keeping safe 
  • Hand sanitizer dispensers located around the building  
  • Enhanced cleaning and disinfecting of all communal areas 
  • Additional Covid-19 training for all the Hospitality Teams 

Is my accommodation open?
All our properties are operational with dedicated Hospitality Teams.  

Whilst we are encouraging social distancing in line with Government Guidelines, all our Hospitality Teams are directly contactable by phone or email with any queries or concerns, or just for a friendly chat. We just ask that when visiting reception or collecting parcels that you maintain a 2m distance with other residents and our staff and keep washing your hands regularly. 

When can I move into my room?
We will contact you when check-in for your property opens so that you can book your check in appointment. 

Please don’t forget to download the Mansion Student app from the Google Play or iOS store by searching for “mansionstudent” to manage your Tenancy and get the latest information from the site team. 

Can I bring family & friends on my move in day?
For public safety we must strictly limit the number of people on site to a maximum of 2 people per resident, with no children allowed.  Please wear face masks upon your arrival and whilst unpacking your belongings.  We ask that family or friends remain outside the building when collecting your keys to reduce the number of people in this area.  Once you have collected your keys you may start to unpack your belongings.  

We ask that you limit the time spent with family and friends and they depart once you have moved your belongings in to your new home and to avoid large groups of people inside the building.  

I am travelling from oversees.  Do I need to self-isolate?
For Government Covid-19 travel regulation guidelines, please visit the Government website (see link below) and check before travelling to the UK. 

https://www.gov.uk/guidance/travel-advice-novel-coronavirus

Do I have to wear a face mask?
It’s advisable to wear a face mask in areas where you cannot socially distance unless you have a legitimate reason not to. 

What will happen on my move in day?
You can only check-in providing you have a confirmed, signed contract and you will need to bring photographic ID along with you to the check-in appointment i.e. passport, driving licence.  

We ask that you undertake a full inspection of your room upon your arrival by completing the online Check-in Registration Form which will be sent to you within the first week of your arrival with us. 

Are the social spaces open?
Under the latest government guidance, as of Monday 14th September, gatherings of more than 6 people are not permitted.    For your and our staff’s safety we will be temporarily closing our social spaces and access to internal courtyards and roof terraces outside.  We will be closely monitoring the government guidelines and local restrictions and we will review these access arrangements on a fortnightly basis.   Regular updates will be posted on the website and the site hospitality teams will also be available to field any questions that you may have. 

Are visitors allowed?
For the safety of everyone in the building, visitors are only allowed in line with the Government guidelines.   

Groups up to six people are allowed within a household, if you live in a shared flat with more than six other occupants you cannot receive visitors from other households. 

If your accommodation has less than 6 occupants, you will be allowed one other household providing there is no more than a group of 6 people within the shared flat at any time & providing there is no localised lock down in place. We are currently allowing a maximum of 2 households (you and one other household). Visitors from one other household must follow the social distancing guidelines and be compliant with your tenancy agreement terms and conditions.  

To comply with the Public Health’s track and trace protocols, we request that you advise the Hospitality team of your visitor by email.  

Our outdoor spaces can be used for this purpose, but we ask that you always retain social distancing and are mindful of other groups using the space. A household can be one studio or one shared apartment, and the current guidelines are 6 people. 

  

 

How can I protect myself from Covid-19?
The scientific evidence suggests that the most effective method of protecting yourself is to social distance, wash hands and keep surfaces clean. 

We have placed social distancing signs around the buildings which we ask that you comply with. You will see hand sanitizer dispensers located in the entrance areas of the buildings which we ask that you use when you enter or leave the building, along with advice on washing your hands frequently for a minimum of twenty seconds when returning.   Our dedicated cleaning teams will disinfect all high traffic touch points, such as door handles and stair rails to reduce the risk of the infection spreading through those areas of the building that you touch the most. 

If you are living in any of our buildings and are contacted by your local public health body (track and trace) to alert you that you have had recent contact with someone who has tested positive for Covid-19, we would appreciate you letting your Hospitality Manager know so that we can help you isolate for the required period. 

Are the Hospitality teams wearing face coverings?
We are regularly monitoring guidance over the use of face coverings for our Hospitality Teams. Over the summer period, our staff will not be routinely wearing masks whilst working in reception or doing general administrative tasks. This is because we have procedures in place to maintain social distancing, staff are regularly washing their hands and cleaning services have been increased. 

During move-in weekend and at peak times, and if social distancing cannot be maintained then face coverings will be worn. 

Where staff cannot maintain a 2m distance whilst undertaking their role then face masks will be worn to allow our continual services to you.  

Are you still providing a maintenance service?
Maintenance repairs will be dealt with on a priority basis depending on the type of repair reported and we thank you for your patience at this very busy time.  

If you have a repair/fault, please log this through your Mansion Student APP or Portal.  

We will also need access into flats/rooms to undertake statuary tests and checks to ensure that our properties are maintained and complaint with Health & Safety policies. The maintenance team will follow Covid 19 safe working practices. 

How can I collect my post?
Government guidance on the handling of post indicates that the potential risk of transmission of the virus in this way is very low. There is however a risk in receiving post and deliveries from the delivery agents and passing them to yourselves. We are continuing to take mail but have implemented a safe working procedure for you to pick up your mail. 

Are you carrying out room inspections?
Room inspections are a way to ensure that all our residents live in a comfortable and clean environment. We are currently reviewing our internal procedures to enable room inspections to be completed safely during this time. 

Frequently Asked Questions – Mansion Student


How do I book a room?
It’s easy. There are 3 ways to do it:

  • Book online through any of our property pages
  • Call our dedicated booking line on 0800 652 7844 to reserve your accommodation or to arrange a viewing, specifying the location.
  • Call the number of the property you wish to stay at.
  • Or if you’re passing the property, you can just pop in.


How do I cancel or re-arrange my viewing?
If you wish to cancel or re-arrange your viewing please contact the Hospitality Team at your chosen location or call our dedicated
booking line on 0800 652 7844.

Can I book a room without a viewing?
Yes, however, on arrival should you wish to change your room, this would be subject to an additional administration cost and availability.

Which cities are you located in?
We are spread across the UK. Visit our location page to see our property locations.

Booking the accommodation
You can reserve your room today at one of our fabulous locations simply by going to your chosen location and selecting the “book now” button. This will then take you into our on-line booking system and a few short easy steps will enable you to reserve your room and sign your tenancy agreement on line. Please be aware that if you are using a Guarantor, the booking will not be complete until they too have signed your accommodation contract and we have sent you a confirmation.

We do not treat any person or group of persons applying for accommodation less favourably because of their race, colour, ethnic or national origin, gender, disability, appearance, age, marital status, sexual orientation or social status. Where possible, a student’s preferences will be observed although this cannot be guaranteed.

Can I live with my friends?
As part of our on-line booking you can reserve a whole flat for you and your friends under our Group Booking page. Please follow the instructions when making your booking.

What is the Security Deposit?
The Security Deposit is payable as part of our process to reserve a room. Once this fee is paid, no one else can book that room, provided that you sign and return your documentation within the required timescales. Failure to do this may result in your chosen room being released for re-sale.

It is also security against any damage to the accommodation, unpaid rent or other charges. The Security Deposit is secured in our chosen government recognised scheme; the Deposit Protection Service (DPS) Tenancy Deposit Scheme, (TDS) or My Deposits (MD), until the end of your period of stay with us. The amount paid is returned to you via the Deposit Protection Service (DPS) Tenancy Deposit Scheme, (TDS) or My Deposits (MD) at the end of the tenancy subject to any outstanding rent or damage or other charges.

www.depositprotection.com  www.tenancydepositscheme.com or www.mydeposits.co.uk

Booking Fee; where this is applicable, is not treated as a Security Deposit and is non-refundable. (Please refer to our cancellation policy).

Do you provide summer accommodation?
We do provide summer accommodation at some of our properties. Please enquire directly with your chosen location or see the website for details.

I am a part-time student – can I live in Mansion Student Accommodation?
Unfortunately, we can only accept full-time students. An indicator we use is whether the course you are studying makes you exempt from paying Council Tax. We strongly recommend that you check your position with your University or College before you make a booking with us, as you may find yourself liable to Council Tax payments if your course does not qualify you.

What is ANUK?
Mansion Student operates to conform with the ANUK National Code of Standards for Student Accommodation which is designed to regulate and bring large student landlords into line to deliver a distinct set of standards to students. Accreditation schemes are voluntary schemes that good landlords join to demonstrate that they provide good quality accommodation.

National Code Logo


The National Code of Standards is fully supported by NUS who are a key stakeholder and have representation on the management and complaints procedures of the Code.

The Code will act as a student accommodation quality guide and it is recommended that if you have a choice, always rent from a landlord who has joined the Code.

What are the advantages of living in a building covered by the National Code of Standards?

  • Best practice in day to day management is supported and recognised;
  • Your contract is clearly written, stating what you are paying for and how much your rent is, with reasonable terms and no hidden costs; Your accommodation is fully prepared for you when you arrive to take up residence;
  • Your accommodation meets with a set of nationally recognised standards in respect of service provision, furniture and fittings;
  • All repairs and maintenance are carried out within agreed timescales
  • Your building will meet with required health and safety standards
  • If a deposit is charged, it will be lodged in an appropriate Deposit Scheme and it will be returned to you promptly at the end of the year or you will be given a clear explanation of why a deduction has been made;
  • You will be given information to explain what management routines are followed in the buildings;
  • A set and accountable procedure for dealing with any disputes or complaints will be in operation.


For more info on ANUK. Please visit http://www.nationalcode.org