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Important changes to Curo services (COVID-19)



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A statement from Victor da Cunha, Curo Chief Executive

Throughout this pandemic we’ve been working hard to continue to serve our customers and communities. Your safety is our first priority and now we are in a third national lockdown with increasing numbers of people becoming infected, we’re reluctantly having to change some of our services to ensure we can continue to protect you, our colleagues and ensure essential repairs and maintenance can continue in the safest way possible. 

 To help minimise the spread of COVID-19, from Monday 18th January we will only be able to carry out emergency and essential repairs as well as legally required landlord safety services, such as gas, water, electrical, asbestos and fire checks and repair.

Reporting emergency and essential repairs

Please only call us if you need to report an emergency or essential repair. We have a summary below of what these sorts of repairs are. Our telephone lines will remain open as usual from 8am to 8pm, Monday to Friday. If you need to report an emergency/essential repair outside these times, simply call our main number and you will be automatically put through to our dedicated emergency out of hours service.   

We will classify the following repairs as emergency and essential repairs for the remainder of the third national lockdown:

  • All repairs which would ordinarily be categorised as emergency or urgent 
  • Plumbing and roof leaks
  • Heating and hot water breakdowns (gas, electric, solid fuel & renewables)
  • Blocked WCs and drains
  • Power and lighting faults and damaged electrical accessories
  • Faulty smoke and CO detectors
  • Faulty door entry systems and dwelling door repairs where security is compromised.

Where possible, we will also continue to carry out the following work:

  •  Minor aids and adaptations for customers with disabilities, where it is safe to do so
  • Any external (outside) and communal area works which don’t require access to individual dwellings, such as guttering

Remember: If there is a risk to life, always call 999 first. If you smell gas, call 0800 111 999.

When you report an emergency or essential repair, we’ll ask you a few COVID-19 related questions to ensure we can keep you and our colleagues safe, while undertaking the work.

We’ll ask these questions again when we attend your home for the appointment. Our repair colleague will ask you to wait in another room for the duration of the work and, if possible, open windows to help ventilate the property. For added assurance, we also ask that you wear a face covering while our colleague is in your home – we will do the same. If you do not have face covering, we will be able to provide one.

Routine repairs

To report non-emergency and routine repairs and for general enquiries, we’d be grateful if you could use MyCuro, our secure customer portal.  Repairs will be collated and held in a queue until we are able to restart the service.

You can also use MyCuro to check your account, for any rent enquiries and much more.

This will help us prioritise emergency calls and provide more time to those customers who need us the most.

We won’t be able to provide you with an appointment time for routine repairs during this period, but our colleagues will review all requests and prioritise them. We will then contact you in due course to make arrangements to carry out the work at a future date.

If you have already reported a non-emergency repair with us, there’s no need to get in touch – we will contact you as soon as possible to rearrange.

During these times our Contact Team are experiencing a high volume of calls and it may take a little longer than usual to answer your phone calls; please bear with us, we really appreciate your patience.

Keeping up to date

For the most up to date information from Curo please visit www.curo-group.co.uk/coronavirus for information, or click here for FAQs and our latest service updates.

I’d like to thank you for your understanding and patience over the past few months. Please be assured that we will resume our routine repairs service as soon as it is safe to do so.

With very best wishes,

Victor da Cunha

Curo Chief Executive


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