Message from Curo Chief Executive Victor da Cunha, 8 June 2020
I hope this message finds you and your family well. Our country has faced extraordinary challenges over the last few months, and although the lockdown rules from government are starting to be modified, many of these challenges are set to continue. I want to say thank you to every one of our residents for your patience and understanding during this difficult time, and to assure you that our top priority is to continue to serve you in the best way possible.
I last wrote to you at the end of April to let you know about changes we made to our services to keep you and our colleagues safe during the national lockdown period. Now that government guidance has been revised, I’m pleased to say that we can begin to increase the services we provide to you, and I’ve set out more detail below.
Repairs: Since March we’ve continued to carry out emergency repairs and essential landlord safety checks. From 8 June 2020 we’ll be able to start carrying out other repairs in residents’ homes.
- 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. Report and book a new repair using MyCuro.
- If your repair is an emergency, please call us in the usual way on 01225 366000.
- 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.
Some of our other services continue as they have throughout the lock-down period:
Helping you with money and rent: If you're worried about being able to make ends meet because of illness, self-isolation, school or work closures, we can help. It’s important you let us know so we can make a plan with you. We can help with benefit advice, making a claim, food bank provisions, welfare support, charity payments and money advice. There’s lots more information and advice here.
Around your estate: We’re still cleaning and looking after your neighbourhood and any communal areas in your building, although this work may take a little longer than usual. All our contractors have returned their colleagues from furlough, and they have now recruited a full team of summer seasonal staff. This means that all areas of grass will have been cut by the end of June at the latest. Any reduction in service will be reflected in your service charges. We apologise for the delay in services and have a plan in place to get estates back to standard – we thank you for your understanding of the challenges posed by the current situation. If you’d like specific information about your area, please email your enquiry email@example.com.
Our next FacebookLive Q&A is on Wednesday 10 June at 7pm. If you’d like to join in, just follow our Facebook Page to get notified when we go live. We’ll run through the service updates we’re making and we’ll answer any questions you’d like to ask.
We’re producing a series of short ‘Hot Topics’ films to give customers more help and information. The first one features Sarah and Debbie from our Customer Accounts Team, who offer advice about what to do if you’re struggling with money or rent because of Covid 19. You can view it here. Our next film, about how our WorkWise team can help customers into work, is coming soon.
During the lockdown, with so many people staying in, please be extra vigilant around home safety. We all have a role to play in keeping your household safe and reducing demand on our stretched emergency services. Remember to test your smoke alarm weekly and let us know if you have any concerns about home safety. We’ve published more advice on our website.
If you need us, our Contact Team are still here for you, 8am-8pm Monday-Friday, working from home. Before getting in touch:
- First, please give MyCuro - our secure customer portal - a try.
- If you want to ask a question, we may already have the answer here. You can also get live Curo service status updates here.
- If you still need to contact us, our telephone lines are very busy so using digital channels - like LiveChat and MyCuro - will enable us to deal better with customer enquiries.
- If you need to get in touch about money, rent or benefits, you can email firstname.lastname@example.org directly.
With best wishes, and please stay safe.
Victor da Cunha
Chief Executive, Curo