Our service & performance

At Curo, Trusted Customer Services is one of the five strategic objectives of our 10-year strategy. We monitor our performance so that customers know how we're doing.

You can read our annual reports and financial statements here. You'll also find on this page annual reports into gender equality, complaints and resident engagement.

How we're doing:

  • July 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Stats on how we're doing in July 2025

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • June 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Performance stats for June 2025

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • May 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • April 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • March 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Graphic showing how we're doing in March 2025

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • February 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    A performance summary of customer service and repair satisfaction metrics for Curo

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • January 2025

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Overall combined customer satisfaction: 88.2% (target: 85.2%). Customer satisfaction with repairs: 88.0% (TBC). Formal complaints received: 126. Percentage of complaints resolved at the earliest stage: 79.2% (target: 80%). Number of customer calls to the contact team: 10,698. Percentage of customer telephone queries resolved first time: 77.9% (target: 84%). Average call wait time: 9 minutes 52 seconds. Average end-to-end times for routine repairs: 16 days (target: 28 days). Repairs completed in one visit (customer perception): 73.9% (target: 76%).

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • December 2024

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Statistics graphic showing how we did in December 2024

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • November 2024

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Statistics graphic for How we're doing November 2024

     

     

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • October 2024

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    How we're doing statistics

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • September 2024

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    Statistics for September's performance

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

  • August 2024

    Here's the latest 'at-a-glance' summary of our performance at Curo. These regular performance snapshots look at how we're doing across some of the measurements customers have told us matter most.

    How we're doing August 2024

    For a more in-depth look at our performance, check out our annual report here.

    If you'd like to help Curo shape our services and improve our performance, there are lots of ways to get involved here.

Scrutiny

Curo's Oversight Group will commission up to four resident-led scrutiny groups each year to carry out reviews of specific Curo services. Find out more here.

Setting standards - our Customer Commitment

We developed our Customer Commitment with our customers. It sets our commitments and what we expect from them in return.

If you would like to get involved in developing and setting standards please contact us.

If you would like information on the specific standards we currently aim to achieve in delivering services to you please contact us.

Tell us how you think we are doing

We always welcome feedback from our customers - whether that's a compliment, a complaint, or an idea for how we could improve - we'd love to hear from you.

Help to shape our services

You can help to shape our services for the better - find out about the many ways you can get involved.

Useful links

Alternative formats

We can provide our documents in a range of different formats including:

  • Large print
  • Audio
  • Braille
  • Other languages
  • Sign language
  • Live interpretation

Please contact us if you'd like information in an alternative format. You can also find information about all of our accessible services here.