Information about Curo

Learn about who we are, how we're run and how decisions are made.

About Curo

Information about who we are, our purpose and the values that guide our work.

• Our purpose, strategic objectives and values - Learn about the priorities and principles that shape our services and decision-making.
• Our Strategic Objectives - Outlining our Strategic Objectives.
• Our Strategic Plan 2024-2034 - Find out about our long-term plans and ambitions for the future.

How we make decisions

How Curo is governed, managed and held accountable for the decisions we make.

• Our Executive Directors and Service Directors - Information about the senior leaders responsible for overseeing our organisation and services.  
• Curo Standing Orders - This document explains how Curo is governed and how decisions are made across the Group and its subsidiary companies.
• Our Customer Experience Committee CXC) meetings -  Our Customer Experience Committee CXC) meetings -  These documents capture key insights and discussions from Curo's Customer Experience Committee meetings, with confidential information removed where appropriate.
• Rules of Curo Group (Albion) Limited - How Curo Group is governed, managed and held accountable for the decisions we make.
• Rule of Curo Places Limited - How Curo Places is governed, managed and held accountable for the decisions we make.

How we're organised

How our organisation is structured to deliver services and support customers.

• Our group structure - See how the organisations within the Curo group are arranged.
• Schedule of Delegations - November 2025 - This document outlines who is authorised to make decisions on behalf of Curo.

Our Board and committees

Information about the groups that provide governance, oversight and strategic direction.

• Our Board and committee members - Meet the people who serve on our Board and committees.
• Curo Governance Effectiveness Review - This review looks at how effectively Curo's governance arrangements support decision-making, accountability and good organisational oversight.  
• Declaration of Interest Register - Details of interests declared by Board and committee members to support transparency and accountability. 
• Board Response to Annual Complaints and Service Improvement Report - Read how the Board has considered complaints, customer feedback and service improvements.

Customer consultation and engagement

How customers can influence decisions, shape services and help us improve.

• Customer Engagement Strategy - This strategy sets out our approach to Customer Engagement, what we want to achieve, how it’s going to work and what the benefits will be for our customers and the organisation as a whole.
• Board Connect - Here you'll find the notes for the two most recent Board Connect sessions, along with the outcomes of each of them.
• Customer Diversity Group - This resident group helps ensure a wide range of customer voices and experiences are considered when shaping Curo's services and decisions.
• Customer Disability Action Group - This resident group helps us better understand the experiences of disabled customers and improve the accessibility and inclusivity of our services.
• Customer Oversight Group -  Learn how customers scrutinise our performance and provide independent challenge and feedback.
• Customer Scrutiny Action Group - Customer scrutiny groups bring residents together to review specific Curo services, helping us understand what's working well and identify opportunities to improve.
• Scrutiny Action Group reviews - On this page you’ll find summaries of the latest reviews carried out by our Scrutiny Action Groups – what each review said and what we’re doing as a result.
• Young Resident's Group - This group is for young residents to give feedback and ideas about how Curo could improve its services.

Information about how we manage our finances, spend money responsibly and provide value for money for customers.

Annual Report and Accounts

View our Annual Report and Accounts.

• Annual Report and Accounts 

Procurement

Information about how we purchase goods and services and work with suppliers.

• Contract opportunities and tenders - Find current opportunities to bid for contracts and provide services to Curo.

Rent and service charges

Information about the charges customers pay for their home and related services.

• Information about rent and service charges - Learn how rent and service charges are set and managed. 
• Statistical Data Returns about rent levels - An annual data collection from social housing landlords

Information about how we maintain our homes, invest in our properties and support safe, well-managed neighbourhoods.

Corporate plans and objectives

Our standards, priorities and commitments for managing homes and neighbourhoods.

• Curo Places Estates Standard - This booklet explains the standards we aim to maintain across our estates and how we work to keep neighbourhoods clean, safe and well cared for.
• Our Customer Commitment - We developed our Customer Commitment with our customers. It sets our commitments and what we expect from them in return.
• Asset Investment - 5 Year Plan - Our five-year plan for investing in and improving Curo homes and neighbourhoods. 
• Estates Inspection Schedule - Find out when we'll be visiting your neighbourhood to check the condition of our estates, identify any issues, and help keep your community clean, safe and well maintained.

Housing stock information

Information about the condition and quality of the homes and neighbourhoods we provide.

• Stock Profile - This document provides a snapshot of the homes we own and manage, giving customers an overview of our housing stock.
• Decent Homes Standard - Find out about the national standard used to assess the condition of social housing homes. 
• Stock Condition - Learn more about the condition of Curo homes through this summary of information reported to the Regulator of Social Housing.

Information about the policies, statements and procedures that guide how we operate and deliver services.

Policies

Our policies set out the principles and standards we follow across our services and operations.

• Our Policies - Access our policies on matters relevant to our customers, colleagues and stakeholders.

Statements

Published statements that explain our commitments, responsibilities and approach to key areas of our work.

• Our Statements - Access our statements on matters relevant to our customers, colleagues and stakeholders.

Information about our performance, accountability and how we monitor and improve our services.

Performance reviews and audits

Information about how we assess performance, review our services and identify areas for improvement.

• Performance Information - This table shows how we're performing across all key parts of the business.
• Long term performance information - This document contains information on our long term performance across the organisation.
• How we're performing - This page holds monthly reviews monitoring our performance.

Annual reports

Our annual reports provide an overview of our performance, achievements and activities during the year.

• Our Annual Reports - Access all our latest Annual Reports on this page, including our Environmental, Social and Governance report. 
• Our previous Annual Reports - View annual reports from previous years.

Tenant Satisfaction Measures (TSMs)

Information about how customers rate our services and how we're performing against regulatory measures.

• Our Tenant Satisfaction Measures (TSMs) - View our latest Tenant Satisfaction Measures and performance results.

Inspection outcomes and ratings

Information about the outcomes of inspections and assessments carried out by regulators.

• Housing Ombudsman decisions - Find all Housing Ombudsman decisions on cases about Curo. 
• Regulator of Social Housing Regulatory Judgement July 2025 - Read the full Regulator of Social Housing's inspection judgement for Curo.
• Social housing regulator shares Curo inspection judgement - 
  Read the summary Regulator of Social Housing's inspection judgement for Curo.

Audits

Information about the audits carried out by external auditors.

• Summary Building Safety Act - This document provides an overview of the Building Safety Act and what it means for Curo, our buildings and our customers. 
• Summary Compensation Payments Spot Check - This document summarises a review of compensation payments to help ensure they are fair, consistent and in line with our policies.
• Summary Complaints Management Internal Audit - This document summarises an internal audit of our complaints process and highlights how we're working to deliver a fair and effective service for customers.
• Summary Electrical Safety Internal Audit - This document summarises an internal audit of electrical safety compliance and highlights how we help keep customers, homes and buildings safe.
• Summary Follow-up of Internal Audit Actions - This document summarises progress against actions agreed following internal audits, helping ensure improvements are delivered and monitored.
• Summary Fraud Management Internal Audit - This document summarises an internal audit of our fraud management processes and how we work to prevent, detect and respond to fraud.
• Summary Management of Damp & Mould Internal Audit - This document summarises an internal audit of how we manage damp and mould, helping ensure we provide safe and healthy homes for our customers.
• Summary Procurement Internal Audit - This document summarises an internal audit of our procurement processes and how we help ensure money is spent fairly, responsibly and in line with our policies.
• Summary Property Safety – Asbestos & Lifts Internal Audit - This document summarises an internal audit of our approach to asbestos and lift safety, helping ensure homes and buildings remain safe and compliant.
• Summary Rent Setting Spot Check - This document summarises a review of our rent-setting process to help ensure rents are calculated accurately and in line with relevant requirements.
• Summary Risk Management Internal Audit - This document summarises an internal audit of our approach to risk management and how we identify, monitor and manage risks across Curo.
• Summary Specialist Works Forecasting Internal Audit - This document summarises an internal audit of how we forecast specialist works, helping us plan ahead and manage investment in our homes and buildings effectively.
• Summary TSM Spot Check June 2024 - This document summarises a review of our Tenant Satisfaction Measures (TSMs) to help ensure customer feedback is collected, reported and used accurately.
• Summary Variations to Orders Spot Check - This document summarises a review of changes made to work orders, helping ensure they are managed consistently and in line with our processes.
• Summary Water Safety Internal Audit - This document summarises an internal audit of our water safety arrangements and how we help keep customers, homes and buildings safe.

News and media releases

• Our news and media releases - 
  Updates on our activities, achievements, announcements and developments.

Evictions

• Annual eviction figures 

Disrepairs

• Annual disrepair figures 

Complaints

Information about customer complaints, what we've learned and how we're improving our services.

• Complaints Annual Report - 
  Read our annual report on complaints, customer feedback and service improvements.
• Complaints Performance Information - This table shows how we're performing across Curo's complaints processes.

Information about the housing, support and advice services available to our customers and residents.

Housing and support services

• Our Housing and Support Services - Learn about the services we provide, including housing management, support and other customer services.

Advice and guidance

Practical information, advice and support to help customers with a range of housing and wellbeing matters.

Our Residents section, along with our Help and advice section of our website contains extensive advice, guidance and support for our customers and residents. 

• Dealing with Damp and Mould - Our Promise to Curo customers - We want to provide and maintain safe, healthy, affordable and warm homes free from damp, mould or disrepair for all our customers. We take all instances or reports of damp or mould seriously.
• Getting consent and making changes to your home - This page explains when you need our permission before making changes to your home and how to request it.
• Rent and money matters - These pages share everything you need to know about your rent and money matters
• Your home - Here we've brought together lots of useful information and advice to help you get the most out of your Curo home.
• Living in your home - This section answers some of the most common questions residents have about living in a Curo home.
• Safety at home - These pages explain what we do to keep you safe, and what we ask you to do too.
• Improving your home - These pages discuss our investment in your homes, we want every Curo home to be safe, healthy, affordable and warm.
• Disabled adaptations - We can help to make your home more comfortable to live in by making appropriate changes to your house and immediate surroundings.
• Moving Home - There may come a time when your home no longer suits your needs and you want to move. These pages share lots of useful information to help you in this process.
• About your tenancy - Your handbook pack and your tenancy agreement” to “Your tenancy agreement and handover information.
• Right to purchase - Depending on your tenancy, you may have the right to buy your home, sometimes at a discounted price
• Sheltered housing residents - Curo's sheltered housing provides accommodation suitable for older or disabled people. We support customers so that they may live as independently, and comfortably, in their own homes for as long as possible.
• Anti-social behaviour and crime - We want everyone to feel safe and respected in their home and community, and encourage neighbours to work together to resolve issues wherever possible.
• Estate management - How we work together with residents to help keep our neighbourhoods safe, welcoming and well maintained for everyone.
• Get involved - these pages share all our customer groups and forums that you may want to join.
• Information handbooks - Our information pack contains useful guides and leaflets to help you settle into your new home, with additional resources available to download at any time.
• How to Make a Data Protection Complaint - Learn how to make a data protection complaint

Managing repairs and your home

• My Curo - MyCuro is Curo's secure online portal. It's available 24/7 and is a simple and easy way of managing everyday simple activities from reporting a repair, to making a payment or getting in touch with us with any queries.

Estates Map 

• Our Estates Map - This map shows the boundaries of all Curo's estates along with the grounds, roads, streetlights and pavements we're responsible for maintaining. If you're in Bath & North East Somerset we've also listed the local council-owned streetlights.

Information about how we keep customers, homes and buildings safe, and how we meet our legal and regulatory responsibilities.

• Property Safety Information - This table shows how we are performing across all key property safety and compliance measures. Our reporting year runs between March and April.
• Health and Safety Policy - This policy explains how we manage health and safety risks to help keep our customers, colleagues and communities safe.
• Customer Safety and Incident Learning Summary - This document summarises how and why we review customer safety incidents.
• Anti-social-behaviour Toolkit - This toolkit provides information and practical advice to help customers understand and report anti-social behaviour, and explains the support available from Curo.
• Tenancy Compliance Policy (Anti-Social Behaviour, Hate Crime, and Restorative Justice) - This policy explains how we respond to anti-social behaviour and hate crime, and how we support safer, more respectful communities.
• Tenancy Compliance Policy (Domestic Abuse) - This policy explains how we support customers affected by domestic abuse and the steps we take to help keep people safe in their homes.
• Modern Slavery Statement - This statement explains how we work to prevent modern slavery and human trafficking across our organisation and supply chains.
• Awaab's Law - Awaab's Law sets strict deadlines for us to take action.