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We hope you’re keeping well. During this difficult time, we’re doing all we can to meet the needs of our customers and our communities. Your safety is our first priority and so we’re changing some of our services in line with the guidance on protecting public health.
All our offices are closed, however we will continue to carry out emergency repairs and essential landlord safety checks such as checking your gas appliances and smoke detectors.
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.
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.
Reporting emergency repairs
While the country is observing the government’s ‘stay at home’ instructions, we would ask you to only call us if you need to report an emergency repair. Our lines remain open from 8am to 8pm, Monday to Friday. Outside these times we have a dedicated emergency out of hours service; these calls are handled by an external provider and you will be automatically put through to them by calling our main number.
To remind you, 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.
If you have a non-emergency repair, we’d be grateful if you can delay reporting it, or log it using MyCuro, our secure customer portal, to log your repair.
You can also use MyCuro to check your account, for any rent enquiries and much more.
We’re sure you’ll understand that we’re experiencing a high volume of calls, and during this time when our Contact Team colleagues are working remotely it may take a little longer than usual to answer your phone calls – please bear with us.
When you report your repair, we’ll ask you a few quick questions to help us determine whether it is safe for us to attend your home to carry out the repair. Please don’t worry about these questions. We will still come and help you, but we want to keep you and our colleagues safe.
When we come to your property on the day of the repair, we’ll ask these questions again to ensure our colleagues are able to work safely in undertaking the emergency work. When our repair colleague is working in your home, they will ask you to be in another room to observe social distancing guidance. Please ensure that you follow this request, for the safety of you and of our colleagues. If you decide not to follow this request, our colleague will leave your property without carrying out the job.
If you do report a repair identified as being routine, we won’t provide you with an appointment time. Instead, colleagues will review all routine repair requests to prioritise them. We will then contact you in due course to make arrangements to carry out the work at a future date.
Financial support
If you're worried about being able to make ends meet because of illness, self-isolation, school or work closures, we can help. We can support you to claim any benefits you’re entitled to during this time if you’re not able to work or you’re not getting paid. We’re a landlord that’s here to help and it’s really important that you keep us informed so we can give you support as soon as possible. We know that everyone’s situation is different. You can email our Customer Accounts Team directly on customeraccountshelp@curo-group.co.uk. Click here for more detailed advice and support.
There are currently long delays in contacting the DWP by phone so if you have a current claim use your Journal to make contact. If you do not have a claim and need to make one, please claim online. If you're struggling to claim online or have no access to the internet, please contact us and we will help you.
Cleaning and grounds maintenance
We will continue to provide cleaning and grounds maintenance services in communal areas. Cleaning will include ‘touch points’ such as door handles and taps. All our teams will be maintaining social distancing and this will inevitably lead to some delays, so please bear with us. We have closed all our play areas – open spaces will remain open.
Keeping up to date
The situation is changing rapidly, so for the most up to date information from Curo, please return to this web page www.curo-group.co.uk/coronavirus.
As always, our colleagues and contractors are required to carry an ID badge when they visit your home. To guard against identity fraud, please ask to see it when they arrive – you can find more information about this here.
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).
With very best wishes
Victor da Cunha
Chief Executive, Curo
Useful links:
• Health advice – www.nhs.uk/coronavirus
• UK Government advice and updates – www.gov.uk/coronavirus