COVID-19 Curo service status

30 June 2020

Service recovery guide

The graph and table below indicates which services will be available in line with the Government’s staged recovery plan (click to enlarge):

Full list of services currently operating:

For details please visit www.curo-group.co.uk/coronavirus and check our frequently asked questions here.

Repairs

Our repairs service has resumed where work can be carried out by one colleague. Repairs should be booked using My Curo unless it's an emergency. Emergency repairs include:

Total loss of power
Total loss of water
Total loss of heating and/or hot water
Internal plumbing leak
Blocked WC or main drain
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 there's a danger to life always call 999.

Safety servicing and home safety checks

Currently attempting the following if safe access possible:

Gas safety checks
Lifting equipment/hoists/stair-lifts
Fire safety checks & repairs
Emergency asbestos survey/removal
Water flushing
Communal safety checks
Lifting cushions
Electrical safety checks
Sewage pumps

Rent and benefits advice and support

Contact the team directly if possible to reduce calls into our contact team: customeraccountshelp@curo-group.co.uk. Further support and information here.

Grounds maintenance

Grass cutting: We are now back on track with grass cutting. Please allow up to four weeks between cuts, subject to weather conditions. Hedge cutting: Our hedge teams are now also operational, as bird-nesting season comes to an end. We cut hedges twice annually and expect all hedges to have been tended to throughout the summer months. If you are aware of a hedge that is preventing a right of way or a cause for concern, please let us know.

Parking management

Parking schemes controlled by CPM UK Car Park Management resumed on 25 May. Please ensure you display permits as usual when parking in these areas. We are also taking action to clear any vehicles abandoned on Curo land.

Cleaning communal areas

Cleaning will include ‘touch points’ such as door handles and taps and continues in teams of one for the time-being.

Rubbish collections

Note that 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

Sheltered housing

Services are being delivered while respecting social distancing and self-isolation – mainly through phone support.

Supported and temporary housing – Bath Foyer, Pathways, Dartmouth Avenue, Weston-super-Mare

Services are being delivered while respecting social distancing and self-isolation – mainly through phone support. We have made additional temporary accommodation spaces available and are working with local authority partners and the Homeless Partnership to provide emergency housing for people who are homeless.

Lettings

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.

Construction sites

As of 11 May, Curo sites are now open.

Marketing suites and show homes

As of 8 June, our marketing suites and show homes are open by appointment only. For more information, head over to our sales website.

Work Wise

Focusing on providing employability support for Curo residents affected by COVID-19.

Independent Living Service

Services are being delivered while respecting social distancing and self-isolation – mainly through phone support. Emergency alarm service operating as usual.

Livewell and LivewellPlus

Services are being delivered while respecting social distancing and self-isolation – mainly through phone support. Emergency alarm service operating as usual.

Home improvements (planned works to kitchens, bathrooms, doors, windows, roofs, wiring and heating)

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.

Parks and open spaces

Open areas of parkland remain accessible. We ask everyone to follow the clear government guidance around social distancing.

Refurbishment of empty homes

Continuing, observing safe social distancing.

Step-down from hospital service

Operating and expanded to provide more accommodation for people in B&NES, Swindon and Wiltshire who are medically fit to leave hospital but unable to go home.

Time to Talk mediation service

Operating as usual.

Services not currently operating

Curo offices

Closed to the public and to deliveries.

Curo desks at One Stop Shops

Closed.

Upgrading bin stores

Work on upgrades to recycling facilities in apartment blocks suspended until further notice.

Mutual exchanges

We can't support these while we're focusing on providing essential services.

Playgrounds