After four years and 966 enquiries, the University has closed its Covid-19 hotline. 

The telephone enquiry line was opened in October 2020, shortly before the Government announced a second UK lockdown. The preceding month indoor and outdoor social gatherings involving more than six people had been banned in England. 

Sarah Lord Soáres, Head of Student Experiential Services, said: “The team fielded nearly 1,000 enquiries in the first two years of the hotline and nearly as many again online. This wouldn’t have been possible without the effort to establish and support more than 80 trained staff volunteers from across Sussex, and the specialist teams supporting them.  

“Enquiries have trickled away this year, so it’s the right time to close the hotline – as well as removing any reference to the Community Pledge from email signatures. But when staff, students and their relatives needed our help during one of the most challenging periods in living memory, our community was there for them.” 

Most enquiries to the Covid hotline, webchat and email inbox were about how to interpret NHS and UK government guidelines around quarantining, testing and travel. In particular, the team helped students navigate the travel restrictions of individual countries, such as the specific type of Covid test required.  

The team was also instrumental in reassuring relatives and members of the public about how the University was taking steps to ensure the safety of those at Sussex and the wider community. Though on occasion they also dealt with complaints about vaccinations being provided on campus or parties taking place in breach of regulations. 

Working closely with colleagues in Governance, Health and Safety and those on the ground from Residential Life and SEF/Catering, the team were also kept busy helping students access the support provided by these teams across the University while they were self-isolating on campus and when travelling back to Sussex from overseas. This included claiming test fees and quarantine hotel reimbursements for students. On one occasion the team successfully secured £1,750 hotel quarantine fees for a student who had misunderstood where their claim should be sent. 
 
The team responded to a total of 964 email enquiries between 2020-2024 in addition to the high volume of traffic to the Covid hotline.