Given the current situation and our recent update regarding living with iQ, we wanted to answer some of your frequently asked questions.
Of course, if you don’t find what you are looking for here, you can get in touch with us at [email protected], and we will do our best to help you.
We will keep this page updated with new information as things develop.
What is COVID-19?
COVID-19 is a new type of coronavirus. As a group, coronaviruses are common across the world. Typical symptoms of COVID-19 include fever and a cough that may progress to a severe pneumonia causing shortness of breath and breathing difficulties.
Generally, COVID-19 can cause more severe symptoms in people with weakened immune systems, older people, and those with long-term health conditions.
What are the symptoms of COVID-19?
The NHS advises that symptoms usually include a cough, high temperature and difficulty breathing. The government advises that if you have any symptoms – even mild ones – to stay at home. Find out more here.
Can I end my tenancy agreement with iQ early because of COVID-19?
Yes. If you pay your rent directly to iQ and would like to end your tenancy, please read our update here on the steps you will need to take.
If you pay your rent directly to your university or college, you will need to contact them to understand whether you are able to end your tenancy early, as this is not a decision for iQ.
How do I request a tenancy release from iQ?
If you pay your rent directly to iQ and will not be returning for the summer term, you will not be charged for the remainder of your current tenancy, as long as you let us know by 5pm on 9th April and complete the tenancy release process on the iQ portal. Any tenancy releases or rent refunds will be effective from 18th April.
The tenancy release process is only available to students who pay their rent direct to iQ. If this is the case, and you cannot see the module, please contact us at [email protected].
For any student who pays their rent directly to their university or college, you will have to contact them to to understand whether you are able to end your tenancy early, as this will be a decision for them.
What if I missed the 9th April deadline to opt out of my tenancy?
On the 1st April we announced that we are releasing students who pay their rent directly to iQ from their tenancies, effective from 18th April – provided they let us know by 5pm on 9th April.
If you missed the deadline, you can get in touch with our team at [email protected] to discuss your circumstances.
What do I do if my belongings are still in my room or flat?
The most important thing is that you do not travel to site to collect your belongings, given the current government guidance in place.
If you have already left the site but have not taken your belongings, please do not travel to site to collect these until current travel restrictions are lifted, and the country-wide lockdown is no longer in place. Your items will be safe in your room. Please let your site team know if this applies to you so we can stay in touch and arrange for you to collect your belongings when it is safe to do so.
As soon as you get in touch, we will process any refund that you may be eligible for.
If you have already left the site and do not want to collect the rest of your belongings and wish to donate or dispose of them, please let us know as we will help to facilitate this.
How do I arrange for my belongings to be packed and stored, or collected?
If this option suits you best, we recommend you use an experienced, fully insured service.
iQ partners with Pinglocker to offer a number of services for our residents, including packing and storage. The best way to make a booking with Pinglocker is via the Property Services option in the iQ App or by booking online here.
They are quite busy at the moment, so don’t worry if there is a delay in being able to book a collection slot – just stay in touch with your site team and let them know.
How do I confirm the arrangements for a friend to collect my belongings?
When you complete the tenancy release process, there is an option for you to tell us who will be packing and/or collecting your things on your behalf – if that is what your plan is. Our team will check your friend’s ID when they arrive so that they can grant access to your room. Travel restrictions are in place so please be mindful of this when making plans.
How does the refund process work?
Once you have completed the tenancy release process, you will not be liable for any further rental payments, effective from 18th April.
In many cases your January rent instalment covers you beyond 18th April, so any credit on your account will be refunded to you. Any refund amount due will be different for everyone, as it will depend on a number of things including your contract length and room type.
As soon as you let us know the arrangements for your belongings – regardless of whether your room is cleared or not – we will process any refund that you may be eligible for.
I've booked a room for 2020/21, but don’t intend to return until then. Can I be released from my 2019/20 tenancy?
Yes, but it only applies for your current tenancy for the 2019/20 year. If you pay your rent directly to iQ, and are not returning for the summer term, we will release you from your current tenancy, provided you let us know and complete the tenancy release process by 5pm on 9th April 2020. There is an option for you to indicate that you are a re-booker, and that your belongings are still in your room. Our site team will be in touch to confirm any specific requirements you may have, including if you are moving to another room for next year.
I paid a deposit for my 2019/20 booking. How do I go about getting this back?
Students who paid a deposit when booking for the 2019/20 academic year have their deposit protected with MyDeposits. Once your Tenancy Release has been processed, you will receive details on how to get your deposit refunded.