Latest information – UPDATED 23rd December 2020
This page has been set up to provide information for current and future staff and residents at LHA with questions or concerns about coronavirus (COVID-19). It will be updated on a regular basis.
There are three simple actions we must all do to keep on protecting each other:
-
Wash hands keep washing your hands regularly
-
Cover face wear a face covering in enclosed spaces
-
Make space stay at least 2 metres apart – or 1 metre with a face covering or other precautions
Please watch this video to learn about precautions everyone should take to keep safe.
UK Restrictions
The UK is operating regional restrictions to control the spread of Coronavirus which are updated regularly for the most up to date guidance visit the UK government website pages.
Symptoms & Self Isolating
The most important symptoms of coronavirus (COVID-19) are recent onset of any of the following:
For most people, COVID-19 will be a mild illness. However, if you have any of the symptoms above, stay at home (self-isolate) and arrange to have a test to see if you have COVID-19 – visit testing to arrange.
What is LHA London doing about coronavirus?
LHA is acting on advice from sources including the Foreign and Commonwealth Office, World Health Organisation, the NHS and Public Health England. We have taken proactive steps to contact our residents and staff to ensure that everyone has access to the latest advice. We are monitoring the situation closely, have made plans to act quickly if the situation changes and will provide further updates as necessary. Following the UK governments updated guidance for working safely during the coronavirus we have completed working safely risk assessments for all our properties. Whilst each site will adjust the risk assessment to reflects the specifics of each property the generic base document can be viewed here.
Supporting Our Residents, Employees and Volunteers
In these uncertain times, we want to thank all our residents, staff, maintenance teams and volunteers who continue to work to keep people safe and well.
At the same time, we urge everyone to follow the crucial advice being given. This includes abiding by the ‘lockdown’ protocols, observing social distancing, washing hands regularly and looking after the most vulnerable.
If you are one of our younger residents, and believe this doesn’t affect you, please consider the other people around you who may be considered high risk and more vulnerable to catching the virus.
If you are considered higher risk, please talk to our onsite teams who will assist you.
Employment and Financial Hardship
We recognise several of our residents have already lost their jobs and have been financially affected by this crisis. We will continue to review the government’s support measures as more information becomes available. Anyone struggling to pay their accommodation charges should contact customerservices@lhalondon.com
I’m a resident, and I’m concerned I may have coronavirus. What do I need to do?
If you have developed either a new continuous cough, high temperature/fever (37.8 degrees centigrade) or a loss of, or change in, your normal sense of taste or smell (anosmia) you should self isolate for 7 days from when your symptoms started.
You do not need to contact NHS 111 to take the decision to self isolate.
If you have taken the decision to self isolate, please contact your hostel reception in the first instance (by phone or email) so they can advise and support the requirements of your self isolation. You’ll find COVID-19 self-isolation guidance here.
If you have symptoms you should make arrangements to have a test by visiting NHS website or calling 119.
If your symptoms worsen to the point you can’t carry out normal daily activity such as use your mobile phone or get out of bed you should call NHS 111 and speak to a nurse.
Please contact the reception team straight away if your symptoms worsen or you are advised you will be moved to hospital.
Are you accepting new bookings?
We are accepting new bookings and have a clear risk assessment and processes in place to ensure you can arrive and integrate into our hostel community safely.
Do I need to quarantine on arrival?
If you are an existing resident who is now able to return to your accommodation or a new arrival arriving from abroad with effect from Monday 8th June 2020 you will be required to quarantine yourself for 10 days. For the specific border control information please see this link.
As long as you have notified us in advance that you will be arriving from abroad and will need to quarantine we will be able to support you doing that in one of our hostels.
Some ports of origin are exempt from the need to quarantine on arrival for the most up to date information see here.
All arrivals need to provide destination information 48 hours prior to arrival to UK border control. Specific guidance can be found here. Individuals who fail to complete the required information may be fined £100 on arrival.
You will need to contact the hostel in which you wish to stay directly, they can confirm availability and take your holding deposit of one weeks rent which can be paid using your card over the phone. We currently accept Mastercard, Visa and UnionPay.
If you are staying over 14 nights with us, then you will be paying a weekly rent (for prices see each site’s page). To secure your booking you will need to pay a holding deposit of one weeks rent. Upon arrival, you will be required to pay a licence deposit of £200 (£300 for Newington Court, Torquay House, Davies Court & Friendship House), and 1 weeks rent in advance.
If you are staying less than 14 nights you will be paying a daily rate (for prices see each site’s page), you will need to pay for your full stay in advance.
Please see our full terms and conditions for information regarding deposits and cancellations:
Terms and Conditions for long-term stays (14+ nights)
Terms and Conditions for short-term stays (less than 14 nights)
For long-term residents staying 14 nights or more (Weekly Rate), a holding deposit of one weeks rent is required. If you do not check-in on the date stated in your booking, your booking will be cancelled and your holding deposit will not be returned to you.
Residents staying less than 14 nights (Daily Rate) who cancel 48 hours* prior to arrival will receive a refund of all money paid minus 1 night. No refunds will be given for cancellations of less than 48 hours* prior to arrival. Furthermore, following your arrival no refunds will be given for early departure of your booking.
The check-in time at all properties is 2:00pm
The check-out time at all properties is 10:00am
Please note:
All LHA properties have a flexible check-in approach. Please inform us in advance if your estimated arrival time will be after 21:00 so we can make sure there is somebody present to provide you with your keys. The property may ask you to leave a valid Passport during a late check-in (after 21:00) in exchange for the keys. Your document will be given back to you once the check-in is fully completed the next morning.
If you have an early departure time and wish to check-out during the night or in the early morning, please speak with the manager at reception the day before regarding the refund of your deposit.
We get great feedback about our service and accommodation however we appreciate that sometimes things can go wrong. LHA has an absolutely minimal notice period for guests and so we need to work hard to make things right when this happens. We have a policy of dealing with 100% of guest issues within the hostel in the first instance and the best way to achieve this is via direct contact with the reception desk in the hostel concerned:
First instance
Guest to communicate their complaint to the duty manager at reception at the respective hostel. The team member on duty will either deal with the complaint immediately or report it to their manager for further action with a target timescale of three working days.
First escalation
If the guest is not happy with the resolution of the reception team member they should ask to speak to the House Manager at the respective hostel. The guest’s details will be taken and a time will be given to them advising when the House Manager will be able to deal with the complaint.
Second escalation
If the guest is still not satisfied with the procedure, the House Manager is not available within the stated timescales or if the complaint is about the House Manager, then they should escalate to the customer services team by emailing customerservices@lhalondon.com
The customer service team will confirm receipt within the same working day and will check that the hostel has been given the chance to resolve the issue. They will then look into the issue and will aim to resolve and reply fully within five working days.
Final appeal
If you are unhappy with the outcome from customer services after the second escalation please ask for a final appeal from the customer services team by emailing customerservices@lhalondon.com
A separate member of the customer services team will then review the response and will aim to reply fully within a further five working days. We appreciate that you can give us notice at any time, we will always respect your ability to do this and we will do all that we can to resolve your issue and to keep you choosing LHA London as your accommodation provider.
