Resident Update – 20th April 2020

Dwell’s core values for the business are “we care, we support and we listen”. During this time our values mean even more and for this reason we will stand by our residents and will be offering the following support.

We confirm that if you have already moved out and wish to be released from your tenancy and if you notify dwell using your resident online portal “keep us updated” section by 26th April 2020, 5pm. dwell will agree to release you from your tenancy from 1st May 2020 provided that you settle in full any amounts owed to us. If you do not update us by 5pm on the above date, you will remain liable for all rent on the room as stated in your contract.

We are aware a number of you may have questions about how you can apply for an early release, or what to do if you still have items in your room but no longer want to use it. To help answer your queries we have created a FAQ section below and on your student portal. If your query is not answered by our FAQ section then please do not hesitate to get in touch with your site team.

To those residents who are staying with us and do not plan on moving out, please be assured we are here for you. Our site teams are still working and we have no plans to close our accommodation. This will continue to be your home till your tenancy ends. If your contract is due to end soon and you think you may need an extension, please get in touch with your site team and they will go through the options we have for you. All our offices have now gone virtual to ensure we are following social distancing guidance with the exception of our Head Office, MSV. This site is still open and the reception is manned 24/7.

To those residents who are sticking with us and have re booked your room again for the 20/21 academic year, we look forward to welcoming you back soon!

Tenancy & Rent Queries Pertaining to COVID-19, FAQ
You can continue to stay with us until the end of your tenancy.  You will be required to pay your rent as normal on the due dates as stipulated in your contract.
All residents who would like to be considered for an Early Tenancy Release must use the “Keep Us Updated” form on your online dwell portal, specifically the Tenancy Release Request question.  This form will be open for tenants to complete until the 26th April 2020, 5pm (UK time).  You will also have to meet the following conditions in order to be considered for an early tenancy release from the 1st May 2020.

  • Return your keys to dwell
  • Moved out, emptied your room of your belongings and clean your room
  • Settle all outstanding rents due to us

Your site team will confirm via email to you once they have accepted your tenancy release request.

After the above date/time, the form will be removed.  We will consider all those who have not updated the “Keep Us Updated” form by the above date/time, to be happy to continue their contract until its original end date and therefore liable for all rent on the room.

Note: “Keys” mentioned in this FAQ document refers to flat, bedroom keys, fobs or letterbox keys

If you have moved out of your room and fulfilled the Early Tenancy Release guideline as above, then from the 1st May 2020 you will no longer need to pay any rent for your room.   All rent due prior to this date will still need to be paid to dwell via your online portal in order for us to confirm a release of tenancy with you.  Your site team will make you aware of any rent owed on your account.
If you have returned home and fulfilled the Early Tenancy Release guideline as above, then you can post the keys to your site address which can be found on our website.  If you intend on posting your keys, we request this is sent recorded delivery and in a jiffy bag to ensure the keys are returned safely to us.  Any keys that are lost in the post will not be dwell’s responsibility and you may still be liable to pay all rent owed for your room until the end of your contract.  Please ensure along with your keys, to include your full name and room number in the jiffy bag so we can complete your check out process. If you have any further queries, please contact the site team.
If you have moved home, but still have items in your room, please confirm your intention to no longer use your room by the 26th April 2020, 5pm (UK time) as above, using your online portal on the “Keep Us Updated” form to submit an Early Tenancy Release. Your site team will confirm via email to you once they have accepted your tenancy release request and will make you aware of any rent owed on your account.  You will only be liable to pay rent up to the 1st May 2020.

Once the Government lift restrictions on travel, you will have 7 days from this date to empty your room and return your keys.  To avoid any confusion on when you should return to collect your belongings your site team will confirm via email when your 7 day notice period will start from.

You may arrange for a courier or a shipping company to pack and collect your belongings within the 7 day period if you are unable to return yourself.  Should you like someone to collect your items on your behalf, you must send an authorisation letter to your site team (which can be done via email).  Your nominated person must complete the collection on your behalf within 7 days of the Government travel restriction being lifted. If you require any assistance to collect your items, please let our accommodation team know. As we will be cleaning the room on your behalf, a cleaning fee will be charged to your account. dwell Student Living would not be responsible for any lost or damaged belongings.

If you left some items in your room and you no longer have a need to return and collect these items, please email your site team. We will arrange for these items to be disposed and a waste disposal & cleaning charge will be added to your account.

If you do not vacate and provide your keys within the above stipulated period, you will be charged as normal for your room for the whole period as stated in your contract.

If you would like to leave beyond 1st May 2020, you will be liable for the full tenancy period as stated in your contract. Our standard cancellation policy would apply. This means that you’ll have to find a suitable replacement tenant or you will remain liable for the rent.
If you have paid your rent in full, we will be making a partial refund of this money back to you, however if you have received any discount for paying in full this will be deducted from the refund.   Your refund will be based on your contract ending on the 1st May 2020 providing you have adhered to the above guidelines of notifying us that you will no longer be using your room.

All residents who have paid rent in full and are due for a refund will be notified by your site team and asked to complete a refund form on your online portal.  We will ask you to submit your bank details and proof you are the owner of the account (following our normal refund policy).  Please note, due to the number of refunds, it may take up to 3 months to process all requests.  If you request your refund to be returned to an international bank account, you will be liable for an international transfer administrative charge.

Please note, if you have re booked with us for the 20/21 year then this money will be credited to your next rent instalment for your new booking.

We are aware a number of flights have been cancelled during this time and we appreciate that it is an uncertain time for our residents.  When travel arrangements have changed at short notice, we will consider tenancy releases on a case by case basis.  All residents who have found themselves in this situation must be able to provide evidence that your flight has changed or that you are unable to get a flight home before the 1st May 2020.  This should be shared with your site team who will then discuss what options we have for you to continue your stay until you are able to return home.
When it is safe to do so, all tenants who have returned their keys to us will have a room inspection completed by a dwell team member.  Following this inspection, our team will process and refund your deposit owed.  If there are any damage or cleaning charges to be deducted from your deposit, you will be notified by your site team in advance, all charges will be in line with our schedule of charges which is available on our website.

Due to the current COVID-19 situation, we can only process your deposit refund at your end of original tenancy.

If you have re booked with us but have returned home and left some items in your room don’t worry.  All residents in this situation will be eligible for a summer storage option. If you are interested in exploring this option, please get in touch with your site team and they can go over this with you in more detail.

All tenants who apply for summer storage must pay one weeks rent for this service at the 20/21 room rate.

If you are staying with us and do not plan on moving out, please be assured we are here for you.  Our site teams are still working and we have no plans to close our accommodation, this is your home until your tenancy agreement ends. If your contract is due to end soon and you think you may need an extension, please get in touch with your site team and they will go through what options we have for you.  We will be accommodating and flexible to try and ensure all our tenants have a place to stay until you are able to return to your full time residence.
If we have accepted your Early Tenancy Release and confirmed you are no longer liable for rent on your room, then we would require you to sign a new tenancy agreement for the period you need the room.  Please contact the site team for assistance.
We will continue to update this FAQ with further information. Please note that our FAQ is subjected to changes due to this COVID-19 outbreak. Please check back regularly for further updates/changes. You may also contact our site team with your questions.

Resident Update 10th April

The United Kingdom, along with the rest of the world, is currently going through an outbreak of the Covid-19 coronavirus pandemic. Reflecting the severity and urgency to manage the situation, the UK Government has now placed all non-essential businesses, services and travel on lockdown. Due to this there are some changes we have had to make as a student accommodation in how we operate some of our services.

Please be assured that all our operations, rent payments and contracts will be in line with the guidelines by the Universities Minister and National Code as outlined below:

The latest Government statement regarding travel for students living in private accommodations reads “students remaining at university in England should now stay where they are and not attempt to travel. If they are living in student halls, or private rented accommodation, they should remain there and stay indoors while current restrictions are in force. As the Prime Minister said, staying put and remaining indoors are now crucial to slow the rate of transmission of COVID-19, to protect the NHS from being overwhelmed, and save the lives of fellow citizens”.

In order to ensure the safety of all our residents we need to confirm if you are currently on-site or have gone back home. If you have not done so already please log on to your student portal and complete the tab “Keep us updated”, as shown below. This section has 5 questions and will save on to your account, if your circumstances change you can always log back on and change the answers previously given.

We know this is a period of worry and great uncertainty for our residents, their families and our staff but please be assured that the safety and wellbeing of everyone remains our highest priority and we stay committed to providing you with a safe and secure environment.

For further resident updates please log in to your online portal.

If you have a query regarding your rent payment please email our

FAQ  About COVID-19
Covid-19 (Coronavirus)  is an infectious disease caused by a newly discovered coronavirus and can affect your lungs and airways.

The most common symptoms are:

  • Fever
  • Fatigue
  • Persistent Dry Cough

Other symptoms could include:

  • Shortness of breath
  • Headache
  • Sore throat
  • Loss of smell and taste
  • GI Distress

For the latest information on coronavirus and its symptoms, please visit the WHO website

With continuing guidance from the Government and Health Authorities, proactive safety measures have already been implemented across all our properties. We have a round-the-clock, dedicated team in place monitoring all new developments to the situation, not just in the UK but around the world. Every action we have took so far, and will take in the future, will be based on the latest scientific guidance from relevant authorities and in line with our education institutional partners.

Some of these changes include:

  • All site receptions barring Manchester Student Village are now closed. Our team are still working normal hours from home so if you have any questions please drop your site team an email and they will get back to you at the earliest.
  • Our teams wherever appropriate are using personal protection equipment (PPE) such as face masks, infrared thermometers and hand sanitizers.
  • Maintenance work will still be carried out uninterrupted on a call-out basis.
  • Posters on personal hygiene/ social distancing displayed in all common areas.
  • Students regularly updated with all changes via email and through social media
  • Currently as it stands there are no changes to the contracts, so students are welcome to stay on site even if your lessons are cancelled and are not able to travel back home.
  • All future deliveries need to be ordered directly to yourself and not to Reception, please arrange this with the courier.
  • All Residential-Life events are online, limiting physical interaction with others.
  • All on-site gyms are now closed.
  • During this period all site visits and viewings have been cancelled.
Some Government advisory for students staying in shared accommodation include:

  • Paying close attention to your own personal hygiene.
  • Staying in your room with door closed.
  • Only using communal kitchens, bathrooms and living areas when necessary.
  • Avoid using shared spaces while others are using it.
  • Having your meals in your room.
  • Use a dishwasher (if available) to clean and dry your used crockery and cutlery; if this is not possible, wash them by hand using detergent and water and dry them thoroughly, using a separate tea towel.

In line with advice from the authorities, we also strongly encourage you to do the following:

  • If you have a known condition or respiratory illness that might leave you vulnerable to the virus, please notify a member of the team immediately.
  • Wash your hands regularly using soap and hot water for at least 20 seconds, especially after sneezing or blowing your nose.
  • Cover your mouth and nose with a tissue or sleeve when you cough or sneeze and wash your hands afterwards. Bin any used tissues immediately.
  • Try not to touch your eyes, nose and mouth with unwashed hands.
  • Do not share items that come into contact with your mouth.
  • Check that your contact number and email is up to date in our records.
We turn to the following sites and organisations for guidance and advice:

NHS website

Public Health England (PHE) (NB: there are separate bodies for the devolved authorities, but PHE is the lead agency for England, Wales, Scotland and Northern Ireland)

Department of Health and Social Care (DHSC)

Foreign and Commonwealth Office (FCO) travel advice

World Health Organisation

It is important to inform your site team if you are self isolating due having symptoms of COVID-19.  This is to ensure we can provide support to you and help to prevent further spread of the virus within our accommodations.

If you are self-isolating, please follow the below advice in line with Public Health England’s recommendations:

  • Stay in your flat unless told otherwise by health authorities.
  • 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.
  • 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.
All our accommodations remain open. You can continue stay with us until the end of your tenancy agreement.
You should continue to report your defect via your resident portal. You can also call the site office for emergency repair. Due to the current situation, we would only carry out emergency or critical repair work.
The gyms are temporarily closed. For the remaining of the social space, we are unable to lock it. We encourage residents to practise social distancing as per government guidelines and not to use these spaces.
You may check with NHS online services. If self-isolation is required. You are to still within your room. You should only use you flat shared space when the other flatmate is not in the area. You can follow the guidance from Public Health England.

Do let us and your flatmate know if you required self-isolation

We would like to remind all our residents of the Governments guidance during this period of lockdown.  You should only be going out for;

  • shopping for basic necessities, for example food and medicine, which must be as infrequent as possible
  • one form of exercise a day, for example a run, walk, or cycle – alone or with members of your household
  • any medical need, including to donate blood, avoid or escape risk of injury or harm, or to provide care or to help a vulnerable person
  • travelling for work purposes, but only where you cannot work from home


Call our sales team at +44 (0) 0161 200 5560 Or email us at
Monday to Friday 9:00 am to 5:30 pm