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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. Throughout lockdown we continued to carry out emergency repairs and since June 2020 we've been carrying out other repairs in residents’ homes.


What should I do if I need something repaired?

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?

Click here to find out what we categorise as an ‘emergency repair’. 


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?

Grass cutting season has now ended and will resume in the spring of 2021. Our grounds maintenance teams are now working through all estates to cut hedges and shrubs and tidy hard surfaces from weeds. This will continue throughout the winter period into March. If you are aware of a hedge or shrub that is preventing a right of way or a health and safety concern, please let us know. Weekly communal cleaning services is continuing as normal.


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?

We will continue with our normal bulk waste and fly-tipping rounds. Where we have communal refuse facilities, you can report overflows of waste or recycling to our Customer Contact Team so we can take action to resolve the issue quickly. 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, roofing works and kitchen and bathroom upgrades - if you are on this year's kitchen and bathroom programme you will have been contacted already. You can now see when kitchen and bathroom replacements are due for your home in MyCuro. 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. 


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.



Are mutual exchanges between tenants still possible?

Yes, these are now possible.


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. Find out more here.


Are you still letting homes?

Yes, we are continuing to let our homes. Property viewings and sign-ups are now virtual, rather than face to face. Find out more here.

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 Negotiator will arrange details. Find out more here.


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 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?

Yes, all our parks and play areas have been open since July 2020. Please 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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