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COVID-19 UPDATE: We're now able to carry out non-emergency repairs - for the latest information and service status click here.

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Coronavirus COVID-19 Frequently asked questions

 

 

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We've answered below some of the questions we're being asked most frequently. We'll update this list regularly, along with our main coronavirus web page at www.curo-group.co.uk/coronavirus 


What's the best way to contact Curo?

Before getting in touch, please login to MyCuro - our secure customer portal - first. It's easy to register and you can access live information about your account and report and book non-emergency repairs, 24/7. It would be very helpful if you're able to delay contacting us so we can focus on urgent and emergency issues. Our telephone lines are very busy so using digital channels – Live Chat, accessible from the bottom of this page, and MyCuro - will enable us to deal better with customer enquiries.


Are your offices open?

No, all our offices are closed to the public until further notice. This includes our desks at the council's One Stop Shops. We are also unable to accept deliveries at The Maltings.


Is there any financial support available for customers?

Yes there is. If you're worried about being able to make ends meet because of illness, self-isolation, school or work closures, we can help. Please read this important information.


I have other questions about money, rent or benefits - where can I go for help?

Visit our financial support web page where we have answered lots more of your questions.



Are you still carrying out repairs?

Yes. Since March we’ve continued to carry out emergency repairs. From 8 June we’ll start carrying out other repairs in residents’ homes.


What should I do if I need something repaired?

If you’ve already reported a repair, we have logged it and there’s no need to contact us again. From 8 June we’ll start to work our way through the jobs on our system, and we’ll contact you to arrange a convenient appointment. This may take a while, and we’d be grateful if you could bear with us while we work through the list – it will be quite some time before we’re able to offer a full repairs service, and I know you’ll appreciate that we will be prioritising our most vulnerable residents to receive home visits and repairs first.

If you need to report a new repair, we ask you to do this through MyCuro, our secure customer portal. It’s easy to register and you can access live information about your account and report non-emergency repairs 24/7.

If your repair is an emergency, please call us in the usual way on 01225 366000.


What do you class as an emergency repair?

We categorise the following as an ‘emergency repair’:

  • Total loss of power
  • Total loss of water
  • Total loss of heating and/or hot water
  • Internal plumbing leak
  • Blocked WC or main drain (in some cases this is the responsibility of the water authority, we’ll be able tell you this when you call)
  • Smashed glazing (we will board up only)
  • Exposed electrical cables or broken electrical accessory (socket/switch etc)
  • Faulty smoke detectors 
  • Roof leaks
  • Repairs to adaptations for customers with a disability

Remember: If you need to report a fire, a medical emergency or a crime, always call 999 first.  If you smell gas, call 0800 111 999. 


How are you ensuring repairs can be carried out safely?

Ensuring the safety of you and of our colleagues is our top priority, and all home visits and repairs will be carried out using social distancing. When we call to make the appointment we’ll talk to you about the safety precautions we will take and what we will ask you to do.  You can find more information here.


What about cleaning, grass cutting etc? Are my communal areas still going to be looked after?

We are continuing to provide cleaning and grounds maintenance services in communal areas, maintaining social distancing according to Government guidelines. This has inevitably led to some delays; thanks for bearing with us. Check our service status page for the latest update.  Cleaning includes ‘touch points’ such as door handles and taps and is carried out in teams of one for the time-being. 


I use Curo's Assisted Gardening Maintenance Service. Is this still in operation?

Yes, following a pause, this is now operating again. 


Is rubbish and recycling still being collected?

Local authorities are no longer entering buildings with bin rooms to collect. We will ensure affected blocks have waste put out by us for collection. We will continue with our normal bulk waste and fly-tipping rounds as long as we're able to access waste disposal centres. If any of our residents in blocks of flats, where we have communal refuse facilities, have overflows of waste or recycling please contact our Customer Contact Team, so we can take action to resolve the issue quickly.

Many local authorities have now scrapped green waste collections and will be reducing recycling collections from weekly to fortnightly on the same day they collect general waste.

For updates about collections in your neighbourhood, please click the links below:
B&NES 
Bristol
Wiltshire 
South Gloucestershire
Somerset 
North Somerset


What's happening with home improvements like new kitchens, bathrooms, heating, windows and doors?

We have restarted some of this work where it can be carried out safely while maintaining social distancing. This includes maintenance and repainting of external or communal areas, and roofing works. We are also resuming window and door replacements, and starting to book in home condition surveys. Some surveys can be carried out without the need for a visit, by using video technology. We will contact customers with details of safety measures before any visits. All other planned works are on hold until further notice.


How are you looking after people living in sheltered or supported housing, or who use your Independent Living Service? 

Our supported housing services, including those in our older person housing schemes, continue to operate and services are being provided with proper care and attention, including social distancing and respecting residents’ choice to self-isolate. 


What about isolated residents or those particularly vulnerable to COVID-19?

We are now contacting all customers aged over 70, along with others who may be particularly isolated or more vulnerable to COVID-19, to check whether there’s anything more we can do to help. We’re making essential visits to customers, providing food and pharmacy deliveries, wellbeing checks and support visits to customers with extreme mental health difficulties. If you haven’t been contacted but feel you should have, please get in touch so we can help.


I work for the NHS/I'm a care worker - is there any additional support you can offer me?

We’re asking all residents who are NHS or care workers to get in touch with us to find out if we can help you with more flexibility for services such as emergency repairs or statutory landlord safety checks. If that includes you, please contact us.


I'm at risk from domestic abuse - how can I leave during the lockdown?

It's important to know that if you're in an abusive relationship you can still leave home during the COVID-19 lockdown. We've gathered together some of the many sources of support available if you're affected by this issue. Click here for more information.


Why are Curo colleagues and contractors still working near my home?

Where you see Curo colleagues or contractors in your neighbourhood or the communal parts of your building, they will be carrying out essential maintenance, safety works, agreed visits and refurbishment works, whilst observing government guidance as they work. 


Are mutual exchanges between tenants still possible?

No, for the time being we can't support these while we're focusing on providing essential services.


I have a viewing already booked to view a Curo home. Is that still happening? 

We are now carrying out virtual viewings of our homes. 


Are you still letting homes?

We are letting some properties. In some local authorities, social housing is not yet able to be advertised. Check with your local authority here. Where we can advertise homes to let, viewings and sign-ups are now virtual, rather than face to face.

We have made additional temporary accommodation spaces available and are working with our local authority partners and the local Homeless Partnership to provide emergency housing for people who are homeless.


How do I collect the keys for my new home? 

Keys will be left in key safes - your Lettings Officer will arrange details.


Have you stopped construction work on building sites?

As of 11 May, Curo sites are now open. The major works to refurbish Bradford Park flats in Foxhill restarted on the 8 June.


Is the bin store/recycling facility for my building still going to be upgraded as planned?

We've had to pause this work for now until further notice.


Are you enforcing parking permit schemes? What about abandoned vehicles?

Yes, you still need to display a valid Curo parking permit where one is required. We are also taking action on vehicles left abandoned on Curo land. You can check the tax status of any vehicle on the DVLA website here. 


Are your play areas closed?

In common with Bath & North East Somerset Council, all Curo play areas are closed until further notice to minimise the risk of spreading coronavirus. Open areas of parkland remain accessible, however we ask everyone to follow the clear government guidance around social distancing.   


Are community rooms open?

Our community rooms, for example the LiveWell Hubs in our sheltered housing schemes, are currently closed until further notice.  


Where should I go for more information about coronavirus?



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