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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 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.


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

We will continue to provide cleaning and grounds maintenance services in communal areas. Grounds maintenance like grass cutting is being done in teams of one working alone, to keep people safe by maintaining social distancing according to Government guidelines. This will inevitably lead to some delays, so please bear with us. Cleaning will include ‘touch points’ such as door handles and taps. 


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

No, this service has been temporarily suspended and we're not taking any new referrals. We're in contact with those who receive this service and hoping to get services back on track as soon as we are able. 


Is rubbish and recycling still being collected?

We will continue with our normal bulk waste and fly-tipping rounds as long as we're able to access waste disposal centres. 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. Please keep an eye on your local authority's website for updates in services. 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.


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. 


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, we are carrying out repairs classed as emergencies. If you have a non-emergency repair, we’d be grateful if you can delay reporting it. There's more information about this on our main coronavirus web page here.


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

Over the next few weeks you may see some of our colleagues or our contractors in your neighbourhood or the communal parts of your building. These personnel will be carrying out essential maintenance or safety 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? 

If we've already committed to letting a home to you we will try to arrange a virtual viewing to complete the sign up process. 


Are you still letting homes?

We have suspended all lets except for relets that are already in chain. Remaining sign-ups will be virtual, rather than face to face. We will not be advertising any more properties for the time being. We are contacting all applicants to update them.


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?

While the government guidance issued 23 March specifically allowed construction works to carry on, we’ve taken the decision to temporarily close all our sites as of Friday 27 March. You may see some work continuing on the refurbishment of empty homes and conducting some communal repairs, which can be done safely using social distancing and Personal Protective Equipment (PPE). There's more information about this here.


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 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.   


Where should I go for more information about coronavirus?



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