Curo News

Rent and service charges from 6 April 2026

Tue, 17 Feb 2026 09:22:25 Z

Updated information about rent and service charges for the coming year is currently landing on doormats and in inboxes. You may be wondering why changes are happening, and what they cover.

How we set your rent

Each year we have to use a formula set by the Government to work out how much rents need to change. The formula uses the rate of inflation, which affects everyone that pays for goods and services. So, an increase in costs, for example energy and contractors, have pushed up the cost of services.

Your rent goes towards the services we provide

The rent you pay goes towards improving homes and making them safe, as well as the services we provide for you. If we didn’t increase rent, we’d need to cut back on investing in homes and services.

You’ll need to take action if you receive Universal Credit towards the cost of your rent

There’s more information on this in your rent letter. It’s important you don’t take any action yet. Keep an eye on our Facebook and Instagram pages for a reminder nearer the time.

It’s a good time to review the benefits you receive

As rents are changing, it may affect the benefits you receive. So, it’s a good time to check all your details are up to date and you’re receiving all the money you’re entitled to. There’s some helpful information here Benefit and budgeting calculators.

If you pay by Direct Debit, you’ll get another letter soon

We’re sending you a separate letter about your weekly or monthly payment schedule – you don’t need to do anything it’s just for information.

If you’re a leaseholder or shared owner, you’ll receive details about your service charges for the year ahead

Service charges include things like repairs, cleaning and grass cutting.

Each April, we estimate what these services will cost. Then, at the end of the year, we work out the actual cost and make a charge or a credit to the property for any difference.

Money worries? Please get in touch

We understand everyone is affected by rising costs, and talking to someone can often help with any worries you have. There’s help available whether you’re a Curo tenant or own your home.

If you’re a tenant, you can contact our supportive Money Advice Team. Call 01225 366316 or email customeraccountshelp@curo-group.co.uk

We know it can be hard to ask for help, but you’ll get a supportive and sympathetic response from our amazing colleagues - someone able to offer practical help to improve your situation. They’re experts at dealing with financial difficulty and are trained to help with problems with debt, including money owed to loan sharks.

They can also make sure you’re getting all the money you’re entitled to.

Other help and advice are also available

There’s also other independent organisations below you can speak to for free about a variety of topics, visit Help and advice for more details.

Citizens Advice

Bath Citizens Advice: citizensadvicebanes.org.ukBristol Citizens Advice: bristolcab.org.uk
North Somerset Citizens Advice: nscab.org.uk
Wiltshire Citizens Advice: cabwiltshire.org.uk
South Gloucestershire Citizens Advice: southgloscab.org.uk
North Somerset Citizens Advice: nscab.org.uk

Debt

Debt Advice Foundation: debtadvicefoundation.org Call: 0800 043 4050
Step Change: stepchange.org Call: 0800 138 1111
National Debt Line: nationaldebtline.org Call: 0808 808 4000
PayPlan: payplan.com Call: 0800 316 1833
Stop Loan Sharks: stoploansharks.co.uk Call: 0300 555 2222 Email: reportaloanshark@stoploansharks.gov.uk

Government Money Helper Service

Money Helper: moneyhelper.org.uk Call: 0800 138 7777 Webchat, WhatsApp and an Online form are also available

Credit Unions

Great Western Credit Union - open to all Curo residents. Email: info@gwcu.org.uk Call: 0117 924 7309
Westcountry Savings & Loans Email: mail@westcountry.org.uk Call: 0800 304 7041

Universal Credit

uk/universal-credit Call: 0800 328 5644 Text phone: 0800 328 1344

Better Social Housing Review – our progress

Mon, 13 Jan 2025 14:46:33 Z

In 2022, while the finishing touches were being put to a raft of new regulations in the housing sector, the National Housing Federation (which represents housing associations) and the Chartered Institute of Housing (which provides training and standards for the sector), came together to create the Better Social Housing Review (BSHR). In consultation with housing associations the Review was launched in June that year, and the whole sector has signed up to its seven core elements.

At Curo we spend a lot of our time ensuring we are compliant with all types of regulation – from health & safety, building safety, gas, electrical, water, asbestos and fire compliance, through to consumer standards which set out the minimum our customers should expect. And it is very much our ambition to exceed these minimum standards wherever we can. The BSHR is not a regulatory requirement, but focuses on a series of areas which we are all focusing on to create a better sector. Here’s our progress so far – we know we have more to do but we are confident we are moving in the right direction.

Expectation

1. Every housing association should refocus on their core purpose and deliver against it.

Progress

We created our purpose – ‘Homes for Good’ – in 2019, and this is embedded into our new strategy and vision.

Further information

Customers have been at the centre of creating our 10-year Vision: Everyone feels proud about the quality of our homes. Our Strategy is called: What Good Looks Like in 2034. Find out more here.

Expectation

2. Housing associations should work together to conduct and publish a thorough audit of all social housing in England.

Progress

We assess the condition of all our homes against the Government’s Decent Homes Standard, to ensure that our homes are safe and comfortable for our customers. By the end of this financial year we will have in-date surveys completed for all our 14,000 homes. We currently have up-to-date stock condition surveys for 89.5% of our properties. We have no access rate of around 8%.

Further information

From April we will be surveying homes every three, four or five years, based on certain criteria. If it’s been more than two years since your last Home Condition Survey, and you feel that the condition has changed, you can complete a Home Condition Survey on MyCuro.

Expectation

3. Housing associations should partner with tenants, contractors and frontline staff to develop and apply new standards defining what an excellent maintenance and repairs process looks like.

Progress

We started collaborating with customers and colleagues in July this year, and have agreed with our Board a framework for reviewing our entire maintenance and repairs process, which is due to complete by the end of March.

The customer scrutiny review into Repairs yielded 40 recommendations, most of which have been implemented. Workshops with customers took place in December to help develop the final proposals for the Repairs Review.

Further information

Find out more about the Repairs customer scrutiny review.

Expectation

4. The Chartered Institute of Housing (CIH) should promote the traditional housing officer role as a supported and valued employment opportunity with a CIH recognised programme of training and continuing development.

Progress

We await further info from the Charted Institute of Housing, but we have recruited a new senior team in HR who are developing a new approach to training and a plan to evolve our culture in line with the BSHR. We have also adopted the Social Housing Anti-Racism Pledge (SHARP) and have been benchmarking with other housing associations to modernise our service model, and get closer to our customers. We expect to complete this work next year.

Further information

Find out more about Equality, Diversity and Inclusion at Curo, including the SHARP Pledge.

Expectation

5. Housing associations should work with all tenants to ensure that they have a voice and influence at every level of decision making across the organisation, through both voluntary and paid roles.

Progress

We are proud of our resident engagement framework which now provides 30 different ways for customers to make their voice heard on a huge range of issues. We have also created a new Board committee – the Customer Experience Committee – which includes three customers who are paid for their time. We are finalising a full remuneration policy for all types of customer engagement in January.

Further information

Find out how to get involved with Curo.

Expectation

6. Housing associations should develop a proactive local community presence through community hubs which foster greater multi-agency working.

Progress

Last year we started running ‘community catch-ups’ across our entire operating region, where colleagues meet with customers in local community buildings or their homes to discuss any help they may need. We carried out 63 last year and will be doing more in 2025. We have also rolled out our caretaker service across the region and started a review of our community buildings, to see if any of these could be used for additional engagement with residents.

Our new housing management strategy will clarify exactly how we propose to further improve our local presence, this will be reviewed by customers before the end of the financial year.

Further information

Find out more about Community Catch-ups.

Expectation

7. Housing associations should support tenants and frontline staff to undertake an annual review of the progress each organisation is making in implementing this review’s recommendations.

Progress

Last year we reviewed progress against this plan with our customer Oversight Group, and we are planning to do this again in the New year. Curo colleagues will be invited to contribute to the review through our monthly cascade process.

Further information

Find out more about the customer Oversight Group.

Cleaning service update

Tue, 14 Feb 2023 09:31:41 Z

In the past we’ve used a mix of contractors and our own employees to carry out cleaning services in shared areas of your building and estate. Since January 2023 we’ve started using only our own employees to provide these services.

Cleaners who previously worked as contractors have had the option to become Curo employees. Some of those contractors have chosen not to transfer to Curo so we’re a little short-staffed right now while we fill those vacancies.

This means that in some estates we’re having to miss some cleaning visits. If this happens where you live we’ll adjust your service charges. You won’t be paying for any missed cleaning visits.

We’re sorry if your cleaning service is disrupted. We expect to have a full team of cleaners up and running very soon.

Details of our cleaner/caretaker vacancies are here

Our Customer Commitment to you - latest report out now

Tue, 08 Nov 2022 16:53:23 Z

The Curo Customer Commitment sets out what customers can expect from us as a landlord. Every three months we report how we're performing against this commitment.

Download the Customer Commitment Report for July - September 2022 HERE

You can download our full Customer Commitment here.

Customer Choice Award 2022 – Who’s made your day?

Tue, 27 Sep 2022 14:53:29 Z

“Warren is a star! It was a tricky repair, but he never gave up. He kept trying until he got it done.” – Feedback on one of our Repairs team colleagues.

Nominations for this year’s Customer Choice Award are now open!

We’re always really grateful to hear about colleagues who’ve gone above and beyond for our customers, and want to celebrate them for going the extra mile to really make a difference to you – whether that’s with moving home, sorting repairs, help and advice or just by lending a friendly ear.

Our annual Customer Choice Award does just that. It’s your opportunity to tell us all about who you think deserves to win and what they did that really made your day.

It's quick and easy, just fill in this form.

Entries are open until Friday 28 October, and will then be judged by a panel of Curo residents. We’ll announce the winner and they’ll be presented with their award at a ceremony later this year.

We know it will make our colleagues' day to be nominated so thank you for taking the time.

Contact Team closed on 21 June

Thu, 16 Jun 2022 17:09:39 Z

Our Contact Team will be closed on Tuesday 21 June 2022 for training. This means that we won’t be available to answer routine questions by phone, email, Livechat or Whatsapp.

Reception will also be closed to visitors that day.

Our Out Of Hours team will be on hand to deal with any emergency repairs or situations.

As always, MyCuro is available 24/7 for you to raise routine repair requests, make payments and update your details.

Normal Contact Team services will resume at 8am on Wednesday 22 June 2022.

Ask Curo Facebook Live April 2022 - watch again

Wed, 13 Apr 2022 11:42:38 Z

Thanks to everyone who joined us for our Ask Curo Facebook Live session on 8 March 2022. We received lots of great questions and answered as many as we could live - we'll be getting back to any we weren't able to address when we were live.

You can watch all of our Facebook Live sessions here.

We hope to hear from you in our next live chat.

Other ways to get in touch while our phone lines are busy

Wed, 06 Apr 2022 12:55:58 Z

If you’re trying to contact us by phone, we’re sorry if you’re having to wait a long time for your call to be answered. At the start of April, we have a large number of colleagues unable to work because they have COVID.

You might find it quicker and easier to contact us using MyCuro, Livechat, by texting us or using WhatsApp. We’re doing all we can to help every customer who needs us as swiftly as we can.

Thanks for your support and patience.

Ask Curo Facebook Live March 2022 - watch again

Thu, 10 Mar 2022 10:02:00 Z

You can watch all of our Facebook Live sessions here.

We hope to hear from you in our next live chat.

Ask Curo Facebook Live Feb 2022 - watch again

Wed, 09 Feb 2022 10:04:37 Z

Thanks to everyone who joined us for our Ask Curo Facebook Live session on 8 Feb 2022. We received lots of great questions and answered as many as we could live - we'll be getting back to any we weren't able to address when we were live.

You can watch all of our Facebook Live sessions here.

We hope to hear from you in our next live chat.

Renowned Customer Service Plan: Progress update September 2021

Tue, 01 Feb 2022 11:31:28 Z

Find out how we’re doing at delivering our Renowned Customer Service Plan in one of our regular updates:

You can read our Renowned Customer Service Plan here.

On Air - Julie Evans chats with Somer Valley FM

Tue, 03 Aug 2021 16:01:18 Z

Julie Evans, our Executive Director for Property Services , has been talking to Somer Valley FM about Curo, discussing a wide range of topics including their career in housing, investing in our homes and involving customers in home improvements.

Listen to all of Julie's interviews here:

Curo · On Air with Somer Valley - Julie Evans

We'll be publishing more On Air interviews with Curo directors on our Soundcloud channel here.

First residents move to Eaton Park in Yatton

Fri, 23 Jul 2021 13:14:14 Z

A retired couple who moved to North Somerset to be close to family are the first residents at Curo’s new Eaton Park development in Yatton.

Frances, 78, and David, 80, have lived in Taunton, Somerset most of their lives, but decided they wanted to be closer to their son, daughter and four grand-daughters in Yatton.

They are the first residents to move to Eaton Park, a new development of one-, two-, three- and four-bedroom homes situated on the edge of the North Somerset village.

David says: “We didn’t really want to be travelling up and down the motorway all the time anymore – the motorway is no fun at all these days. Our children were delighted when they heard we wanted to move.”

Frances added: “One day earlier this year we called in to the sales suite at Eaton Park and we met our sales negotiator, Tracey. We decided then and there that we were going to buy this house and Tracey helped us choose everything, from our kitchen to flooring and tiles. Although it was off-plan it was easy for us to see it’s where we wanted to live.”

The couple, who have been married 59 years, moved to their new 3-bedroom semi-detached house at the end of June. The property has a spacious kitchen/diner and separate lounge on the ground floor, leading to a large garden through French doors. They also benefit from off-street parking and solar panels on the roof.

Frances says: “We have a really big garden which is brilliant because I love gardening. We’ve already started planting the border – I brought 30 cuttings from our old house to help establish our new garden. Our neighbours who have also moved in recently came over and commented about the garden and the progress we’ve made. We feel very lucky and can’t wait to really put our stamp on the outdoor space here.”

An added bonus for the couple was the stamp duty holiday which was initially scheduled to end in March but was extended by the government until the end of June. House buyers can still benefit from smaller tax breaks if they purchase a home until 30 September.

David says: “I must say that Curo were amazing – the sales negotiators, Tracey and Sharon and all the builders – they really did do their best to get us in by 30th June so that we could benefit from the stamp duty exemption.”

“We just love how low-maintenance our new-build home is, and that there’s so much natural light in all the rooms.”

The couple are looking forward to exploring the area over the next few months, as well as spending more time with the family.

Frances says: “Our children have told us about all the different walks – we explored Strawberry Line before, but they also recommended the fishing lakes at Kingston Seymour and other places we must go and see, and we’re really excited about discovering them.

“It’s lovely to have all the family living nearby, we’re really happy here.”

Eaton Park offers modern living in a beautiful rural setting, close to local amenities, including schools, Co-op, post office, pharmacy and pubs. The development will also deliver new open spaces with trees, shrubs, wildflower meadows and a children’s play area.

Prices at Eaton Park start at £239,995 for a two-bed coach house. Homes available to reserve right now have prices starting at £310,000 for a three-bedroom mid-terrace property.

For more information about the new homes visit our sales website, call 0345 140 5050 or pop in at the Marketing Suite on North End Road (BS49 4GH) open 7 days a week, 10am-5.30pm. Visitors can also experience the lifestyle offered by homes at Eaton Park by viewing the recently launched three-bedroom Avebury and four-bedroom Clifton show homes.

On Air - Paul Harris chats with Somer Valley FM

Mon, 22 Mar 2021 10:43:01 Z

Paul Harris, our Executive Director for Customer Experience, has been talking to Somer Valley FM about Curo, discussing a wide range of topics including what's changed in our customer service, the Housing Ombudsman and improving our homes.

Listen to all of Paul's interviews here:

We'll be publishing more On Air interviews with Curo directors on our Youtube channel here.

Curo Hot Topics: Meet Curo's Customer Account Team

Tue, 12 Jan 2021 15:59:57 Z

Meet our Customer Accounts team, and discover the many ways they can help you!

For more chats like this you can watch all of our Hot Topics videos here.

Supporting the community through the Coronavirus lockdown

Mon, 04 May 2020 10:23:38 Z

Image above: Hub Events Coordinator, Gemma, delivering hot food and groceries with Curo's electric pool car.

Since the start of the Coronavirus lockdown, The Hub at Mulberry Park has had to close its doors to protect public health. But while classes and meetings have been temporarily suspended, the Hub’s team have quickly adapted to the new ‘normal’ and found other ways to support the communities of Mulberry Park, Foxhill and the wider Combe Down.

Exactly one week after Prime Minister Boris Johnson announced the national lockdown, The Hub was launching its local delivery service of hot food and groceries.

Hub Manager, Lizzie Irvine, says: “We wanted to continue to support local residents and decided to bring our delicious Café products to their doorstep through a no-contact delivery service.

“We also knew that some of our community members may not be able to go out during this period and could be struggling to secure a delivery slot with the big supermarkets. That’s how we came up with the idea of adding a range of basic groceries, including fruit and vegetables, to our delivery service.”

Hub Facilities Manager, Richard, is also part of the delivery team during the Coronavirus lockdown.

To keep everyone safe, The Hub’s team are offering this service while strictly observing social distancing guidelines. Payments can only be made by card, over the telephone, and parcels are placed outside customers’ front doors.

There are two teams operating at The Hub on alternative days, to enable physical distancing and ensure deliveries can continue for as long as possible during lockdown.

The service has grown from three deliveries on the first day to more than 20 now, consisting of a mix of hot Café dishes and groceries.

Lizzie says: “The service has been very well received and is appreciated by the community. We’ve served a number of elderly members of the community who buy hot meals and groceries; one gentleman in Foxhill has been ordering something every day. Our most popular items are the hot special of the day, toasties and the groceries – particularly milk, butter, bread and eggs.”

Among customers there are also young families who can’t leave their homes, people self-isolating and key workers ordering lunch specials so they don’t have to cook after long shifts.

In addition, The Hub is now producing and delivering close to 40 hot meals every day to Curo residents in supported housing schemes in Bath.

The Hub is also supporting ‘Scrubs for the NHS’, providing a drop-off point for scrubs produced by members of the community for NHS workers. Volunteers help sort the scrubs in one of the rooms at The Hub, separate from any other people in the building.

Hub Manager Lizzie says they intend to keep these services going for as long as possible during the coronavirus crisis and are always looking for new and safe ways to support the community.

The Hub’s Café and groceries delivery service is available for local residents in Foxhill, Mulberry Park and Combe Down Monday to Friday, from 9am to 3pm. To place an order call 01225 436 869 - £5 minimum order, card payments only.