Student guide to coronavirus

Student FAQ

These frequently asked questions will be regularly reviewed and updated.

Teaching, learning and assessment

What should universities and colleges be doing to help students to continue with courses and assessments?

We have published guidance for universities and colleges about how we will regulate quality and standards during this period of disruption. This states that universities and colleges should make all reasonable efforts:

to enable students to complete their studies
for achievement to be reliably assessed
for qualifications to be awarded securely
to enable a fair and robust admissions process for entrants to courses.

Universities and colleges can decide how best to do this based on the context they are working in but it is important that they consider how all students are affected, particularly those who might not be able to access remote learning for any reason.

If your university or college makes any changes to your contractual terms and conditions because they are changing the way that they deliver your course or award your qualification, they should contact you to tell you:

what the changes are, before they take effect
the reasons for the changes
the impact the changes are likely to have
the options available to you if you want to avoid the changes (without you being adversely affected).

If you are not getting the information you need, contact your university or college course team or support services to ask for advice. You can make a complaint to your university or college, or an academic appeal, about the arrangements put in place during the pandemic.

If you are still not satisfied, you may be able to make a complaint to the Office of the Independent Adjudicator (OIA). Check their coronavirus guidance for students.

How is the Office for Students monitoring teaching quality?

Universities and colleges are making rapid changes to how they deliver their courses in response to changing public health advice – taking necessary steps to deliver good quality, properly resourced, online learning.

We are monitoring the situation by:

directly engaging with universities, colleges and other higher education providers to ensure that they are communicating changed arrangements for teaching and learning clearly, and to ensure that they will maintain the quality of their provision that is accessible for all
engaging with any university or college which moves to stricter measures and increased online learning with face-to-face provision retained in priority courses, or to a last resort measure where all teaching is online and buildings are only open to essential workers (see government guidance on reopening campuses for more information about these measures)
following up directly with individual universities and colleges where we receive notifications from students, parents or others raising concerns
requiring universities and colleges to report to us when they are not able to deliver a course or award a qualification
monitoring data on universities and colleges’ performance which may indicate issues with the quality of provision, for example drop-out rates
using additional student polling to understand students’ experience of teaching and learning.

I’m a degree apprentice. How will my studies and assessment be affected?

The government has provided guidance for students, employers and training providers in response to COVID-19. It outlines new, temporary measures being introduced to support apprentices to be able to complete their apprenticeship, pause or continue their apprenticeship and to support training providers during this time.

The Institute for Apprenticeships and Technical Education has stated that:

‘Every effort should continue to be made to ensure that apprentices can continue with their apprenticeship, and be assessed in accordance with current EPA (End-Point Assessment) plan and EQA (External Quality Assurance) requirements if possible. Where this is not possible, providers should first consider whether it is appropriate to extend the apprenticeship in order to reschedule the EPA.’

You should contact your training provider for more information on how this may affect your apprenticeship.

Will my degree be worth the same if it is not awarded in the usual way?

Yes. To meet our conditions, universities and colleges must make sure that qualifications awarded to students hold their value over time. We’ve published guidance for universities and colleges that makes clear this continues to apply during the coronavirus pandemic.

What if I can’t complete my course due to caring responsibilities?

We’ve asked universities and colleges to make all reasonable efforts to allow all students to complete their courses and receive qualifications. This includes making sure students who are more likely to be impacted by the coronavirus pandemic (for example through caring responsibilities) get the support they need. It’s best to discuss specific circumstances with your university or college.

Student and consumer protection

See our guidance on student and consumer protection

Health, wellbeing and support

What happens if there is an outbreak at my university or college?

Your university will have worked hard to put detailed plans in place both for reopening campuses and for what to do in the event of an outbreak. Many universities have also developed good links with their Local Authority Director of Public Health, and local health protection teams, and have been involved in coronavirus scenario planning with their local communities.

In the event of an outbreak your university or college will work with local health protection teams to put these plans in place to make sure you are safe and supported.

You can find out more in the government guidance about reopening higher education campuses.

If you have concerns about the way your university is handling your situation, find out more about how to raise those concerns.

What sort of pastoral care should I expect from my university or college in the current situation?

Universities’ and colleges’ governing bodies and leadership teams will need to make good judgements about the actions necessary to protect the interests of students and, in particular, to ensure that students have effective pastoral support.

What support should students with care experience, refugees, estranged students and other vulnerable groups expect from their university or college?

The government has asked universities and colleges to make sure that certain groups of students get the support that they need during the coronavirus outbreak. These include

international students
care leavers
estranged students
disabled students
students who live with people in high risk groups.

Universities and colleges should ensure that the following support is in place for these groups:

Guaranteed appropriate accommodation. If it is safe and feasible vulnerable students should have the option to remain in their accommodation. If students are required to move, universities and colleges should make sure that those students can get the practical assistance that they need.
Continued access to established financial support, and to immediate hardship funding if necessary. Where universities and colleges are likely to be impacted by staff shortages or office closures this may need to be paid to vulnerable students in advance.
Practical support to access food, medical and cleaning supplies.
Ongoing access to a first point of contact for student queries and concerns and for proactive wellbeing support.
Ongoing access to student support networks, mental health support and academic support where required.

Universities UK have also produced a briefing note to help universities and colleges to support students and staff who may be at a greater risk of domestic violence or domestic abuse due to the coronavirus lockdown. It provides information on helplines and other support services.

If you are concerned that your university or college is not providing enough support for these groups of students, please raise it with them in the first instance.

Students can escalate complaints with the Office of the Independent Adjudicator once they have exhausted the complaints procedure at their higher education provider.

What mental health support can I expect from my university or college during the coronavirus pandemic?

We recognise that this is an anxious time for many. Universities and colleges should be providing clear and accessible information about mental health and wellbeing support for their full student population.

This includes continuing to provide appropriate support for students who have an existing mental health condition that they have declared to their university or college.

Many universities and colleges have been quick to respond to the emerging and challenging situation including through moving support services such as counselling and mentoring to phone or online.

If you have concerns about your mental health, it is important to get in touch with your university or college.

For more information about other organisations which may be able to support you, please see our mental health resources for students webpage.

We have also provided funding to Student Minds to create a new online platform called Student Space to support student mental health.

What if I have symptoms and need to self-isolate, or what if I am told to self-isolate?

If you need to go into isolation, your university or college should be clear about how your course will continue to operate in these circumstances and what welfare, resources and support are available to you.

Your university or college should also provide information about how testing can be accessed where it is expected by the health authorities and ensure that you can access food and other essential provisions.

I’m struggling financially as a result of the pandemic. What help may be available?

Students (including international and postgraduate students) are encouraged to contact their university or higher education provider if they find themselves facing financial difficulties related to COVID-19. Many universities have student hardship funds and offer non-repayable grants to help students in financial difficulty. You may be eligible to apply for one of these grants.

The government has recently (February 2021) announced further support for students financially impacted by the pandemic. The funding will be distributed by the OfS directly to universities, which are best placed to assess student hardship locally.

The UKCISA website has further information for international students.

Accommodation and finance

Will I still be able to access my student loan if my university or college is closed?

The Student Loans Company (SLC) has published guidance on loans on their website.

Will I be able to stay in my accommodation? Or can I travel to my family home if I want to leave my accommodation?

Please see the latest government guidance on university or college halls of residence, which includes information for students who may be infected with coronavirus.

As the local and national situation changes, and if cases rise in your accommodation or at your college or university, it will be important to contact the manager of your student accommodation for updates and advice about what to do. You can find out about any local and national restrictions on the government website.

If you are in private accommodation and you wish to travel home, you should check with your university or college, or local government guidance. You can also find more information about what you can and cannot do nationally on the government FAQ page.

In April 2020 we published a briefing note looking at the ways in which universities, colleges and others are supporting the accommodation needs of their students during the outbreak. Please note that some links within the briefing note may now be out of date – so always refer to the latest government advice.

Can international students who cannot return to their home countries, or those who do not have family to stay with, stay in student accommodation in the event of a local lockdown?

In the event of a local or national lockdown, contact your university or college for guidance about individual circumstances. The UK Council for International Student Affairs (UKCISA) has published some general information for international students.

For more detailed advice for both prospective and current international students, see the guide on on Discover Uni.

Additional advice for international students in the UK at this time can be found on Study UK.

Healthcare students

I’m a healthcare student. Where can I find information and advice?

Your university or college will be able to help you. The government is working with health and education bodies to ensure that medical, nursing, midwifery and allied health students continue to be appropriately supported.

The following links may be useful:

The Nursing and Midwifery Council (NMC) has issued guidance for nursing and midwifery students.
The General Medical Council (GMC) has published information for medical students.
The Health and Care Professions Council (HCPC) has published advice for allied health students.
The General Dental Council (GDC) has published guidance for dental professionals, including information for students.
The Medical Schools Council has published guidelines and expectations for medical student volunteers (note, this does not cover final year medical students).
Health Education England is working with universities and colleges to identify eligible students who are available and willing to work in the NHS at this time.
The Department of Health and Social Care has general information about the coronavirus situation in the UK.

Protecting students if universities or colleges close

See our guidance on 'student protection directions'

Confirming your university place

My university or college has withdrawn my course offer. What should I do?

Universities and colleges will do all they can to make sure that students with the grades and potential to succeed do not miss out on their first choice course.

Where a university or college has not got the capacity to offer you a place, they should discuss reasonable alternatives with you, including options for a place on another course or a place on the same course next year.

If you have already made a payment for your original course and do not wish to accept an alternative course, you may have the right to a refund. You should speak to the university or college in the first instance.

My university has cancelled my course before the start. What should I do?

If the course you have been offered a place on has been cancelled, you should speak with the university or college. They should discuss reasonable alternatives with you, including whether you may want to take up a place on another course.

I am not happy with how my university or college has handled my situation. How do I complain?

If you have already spoken to the university or college and are still unhappy, or if you believe that the university or college has breached consumer protection law, you may wish to take further action.

It should be noted that consumer protection laws do not mean that a place on a course must be provided to you. However, there may be circumstances, for example if a university is advertising or offering something that cannot be provided, that may amount to a breach of consumer protection law.

If you are not able to resolve the issue with your university or college directly, you can seek legal advice. You can also make the Competition and Markets Authority (CMA) or your local authority trading standard department aware of the situation.

Unfortunately, you will not be able to make a complaint to the Office of the Independent Adjudicator (OIA). The OIA can only take forward complaints from current university students.

I was made an unconditional offer which I accepted but I would like to reconsider?

You should talk to your university or college. Given the exceptional circumstances we expect higher education providers to allow you to change your mind. UCAS will be able to release you from any offer you have accepted with the permission of the higher education provider. We expect permission to be granted and you can contact us if this doesn’t happen.

Where can I get further help?

There is a great deal of information available to you to help you finalise your choice of course and university.

You can speak to your school or college who will be able to help you to decide what to do.

UCAS and university and college websites will have information about the courses and options available to you.

The Discover Uni website provides official independent information to help you with your decision making.

Deferred entry

I am part-way through my course and want to take a year out – what should I do?

Make sure you are clear about your reasons for wanting to defer your place and check your university or college’s policies and regulations before you speak to them. Universities and colleges should follow their normal procedures for requests to defer places or take a leave of absence and they should look at the individual circumstances of each case.

Your university or college might say that they won’t allow students to defer completion of their studies as a result of the coronavirus pandemic. However, your reasons for deferral might be due to a related issue such as a bereavement, caring responsibilities or finances, which may be legitimate reasons for deferral under your university or college’s policy.

If you think you have a good reason to defer and you do not think your university or college is treating your case fairly, you can make a formal complaint to them. Find out more about making a complaint, including what you can do if you are not satisfied with the outcome.

I have applied for a course starting this year but want to defer my place until next year – what should I do? What if I have a deferred place but I now want to start my course this year?

Speak to your chosen university or college to discuss whether you can change your planned start date. Their decision should be based on their own policies on deferral and, as part of this, they should look at your specific reasons for changing your plans.

UCAS has information about deferred entry, including the steps you can take if you applied via UCAS.

Careers advice for graduating students

How can I get careers advice from my university or college if campuses are closed or services are limited?

Providers are still offering career services and support to students online to help them progress into graduate jobs. For example, many one-to-one support session and careers fairs have moved online.

In June 2020 the OfS published a briefing note looking at some of the ways universities, colleges and employers are working with students to help them on their journey into employment. Our briefing note also includes some resources that students may find helpful in preparing to look for work during the pandemic.

What if I still haven’t found a job a year after graduation?

Some universities and colleges offer employment support to students for several years after they graduate. Check with your university or college’s careers service to see if they offer support after you graduate.

Time-limited condition Z3

What does the time-limited condition Z3 mean for students?

The condition is designed to protect the interests of students by ensuring the stability and integrity of the higher education sector at a time when universities and colleges are under considerable financial pressure. We are concerned that some universities and colleges might use undesirable admissions practices to recruit more students and cause other universities and colleges to lose out, placing them at increased risk of financial failure. The condition is designed to prevent this. It means that current students are more likely to be able to complete their courses at their current university or college, and future students are more likely to have a wide range of choices over where they want to study.

The condition expressly prohibits any university or college from giving out ‘conditional unconditional’ offers and making false or misleading statements about others with the intention of discouraging students from attending those universities or colleges. The condition is a temporary response to the coronavirus pandemic, with a fixed end date of 30 September 2021.

Unconditional offers are still permitted for applicants who already have their qualifications, for creative courses where portfolios and auditions are deemed more important than predicted grades, and for adult learners who can demonstrate relevant prior learning that may not take the form of academic qualifications.

Can universities and colleges still make contextual offers?

Yes. The new condition expressly permits universities and colleges to make contextual offers – where students from disadvantaged or underrepresented groups are admitted with lower grades than the advertised entry requirements, in recognition of the varying contexts in which results are achieved. Financial support for the most disadvantaged students – including for IT resources – and outreach to support their transition into higher education do not fall within the scope of the new condition and are therefore not subject to the condition.

Department for Education helpline

The Department for Education has launched a helpline to answer questions about coronavirus related to education. Higher education staff, students and parents can contact the helpline as follows:

Phone: 0800 046 8687
Email: [email protected]

Their opening hours are:

0800 to 1800 Monday to Friday
1000 to 1600 Saturday and Sunday.

Published 19 March 2020
Last updated 03 February 2021 + show all updates

03 February 2021: New FAQ on financial struggles as a result of the pandemic
11 November 2020: Page updated to include information for healthcare students.
02 November 2020: Small updates to reference the change to a national lockdown
15 October 2020: Section reorder and new FAQ on monitoring teaching quality
13 October 2020: New FAQ on what happens if there is an outbreak at a student's university or college
01 October 2020: FAQs reviewed and updated to reflect current situation
15 September 2020: Updated opening hours for Department for Education coronavirus helpline
24 August 2020: New question on offers to study medicine or dentistry and link to Student Space online mental health platform
20 August 2020: New questions on confirming your university place for 2020-21
18 August 2020: Page updated to remove information on 2020 A-level and other qualification results
11 August 2020: Questions and answers about 2020 results published
17 July 2020: Link added to new page about proposed student protection directions.
10 July 2020: Two extra questions added about graduating in 2020.
03 July 2020: New information added in light of the new time-limited condition of registration for providers registered with the OfS.
30 June 2020: One FAQ removed and new section on deferrals
17 June 2020: Added details of Student Minds funding to the question on mental health support
10 June 2020: Link to guidance on student and consumer protection.
12 May 2020: Added advice for students looking to return home from halls of residence and link to Universities UK's briefing note on domestic abuse
05 May 2020: Revision to the question on the National Student Survey.
04 May 2020: Questions about applying to study in 2020-21 updated, and new questions added
30 April 2020: Another question added on applications for student finance.
22 April 2020: Added link to our accommodation briefing note
09 April 2020: New questions on the National Student Survey, caring responsibilities and value of degrees
07 April 2020: FAQ for international students updated
03 April 2020: New FAQ under teaching, learning and assessment, and a revision to the questions on applying to study in 2020-21
31 March 2020: UCAS advice link updated, new questions on applying to study in 2020-21 and page restructure
30 March 2020: Question about degree apprenticeships added.
27 March 2020: New FAQ on mental health support. Amended link to Student Loans Company website.
26 March 2020: FAQs added on qualifications for final year students and support for students from vulnerable groups. DfE helpline information added.
25 March 2020: New FAQ for medical and nursing students on being asked to join the NHS workforce
24 March 2020: FAQ on student loans updated with link to guidance from the SLC
23 March 2020: New FAQ on staying in accommodation

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