Frequently asked questions
Questions about Curo reconciliation statements – sent in autumn each year
- Where can I see an explanation of the services I am being charged for?
- How do we calculate your charge?
At the end of each financial year (running from April-March), we compare what we estimated it would cost to provide your services against the actual cost. We then make a charge or credit to the property to cover any difference. This adjustment applies to the property rather than to the resident.
The Curo Service Charges leaflet available here explains how we calculate your charge in more detail.
- Why do I need to pay service charges when I already pay Council Tax?
Curo does not receive any funding from local councils to maintain the grounds within our estates. The Council Tax payments you make relate to services provided by your local council and not private housing associations like Curo. The grounds maintenance we provide is paid for by the customers in that estate who benefit from that service.
- I claim Universal Credit/Housing Benefit – which of my service charges are covered by this benefit payment?
Most of the services we provide to shared areas are eligible for assistance. Services relating to your home, such as Council Tax, private utility supplies like gas and electricity, and satellite TV services are not eligible and have to be paid for by you. You can see a full list of these services on our 'Service Charge Descriptions' page here.
- Can you provide me with a map of the grounds maintenance area?
Yes, we have a map of all of our sites which we can provide to you. Please get in touch with us if you would like one.
- Why is the private property next door not being asked to pay?
Some private properties do not pay service charges because of the nature of their legal agreement. When we calculate and allocate costs for grounds maintenance services, we create a grounds maintenance map, and we count ALL the properties on that map, including any garages we let. The total cost is divided by all the properties on the map. You are then billed for your contributions.
Eg: If there are 50 homes/garages and 10 are owned privately the costs for grounds maintenance will be divided by 50 and you will pay 1/50th of the cost.
- I don't use that service, do I still need to pay for it?
Services provided relate to shared areas and facilities, not specifically to individuals. The facilities are there for you, your visitors and contractors. Facilities such as lifts, for example, are there for the block of flats and it is standard industry practice to charge the ground floor as contractors doing work, that benefits all residents, may use it to move equipment.
- My statement lists ‘refuse collection’ as a service I pay Curo for, but doesn’t the Council already provide this?
Refuse collection as listed on your statement relates to clearing fly-tipping and removing items left in communal areas. The local council does not remove items left on land owned by Curo, and we do not receive any income from Council Tax payments you have made to the local council. We take all reasonable steps to identify the owner of the items to be cleared. This isn’t always possible and when we have to remove items, we have to pass this cost onto customers in that area.
This charge also covers the cost of communal bin clearances on sites that use this service.
- What standards can I expect for the services Curo provides for my estate?
We've produced a photo booklet that shows examples of the standards customers can expect for different services such as grass-cutting, cleaning or litter clearance. You can download or view the booklet here.
- My service charge statement says I owe Curo money. Do I have to pay this now?
If you’re Curo tenant or Shared Owner, you don’t have to pay this now. The charge will be carried forward into the following year. We will pick any adjustments up with your estimates later in the year and tell you what you can expect to pay in April. This is standard practice across the housing sector and is designed to stop one-off charges being made.
If you are a leaseholder, under the terms of your lease you do have to pay the adjustment on demand within 30 days. If making this payment will be difficult, please get in contact with us.
- My reconciliation statement says I’m in credit. How and when will I get this money back?
If you are Curo tenant or Shared Owner, the conditions of your tenancy mean that this credit amount will be carried forward into the following year. We will pick any adjustments up with your estimates later in the year and tell you what you can expect to pay in April. This is standard practice across the housing sector and is designed to stop one-off charges being made.
If you are a leaseholder, please contact us so we can review your account.