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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:

  • Our Performance over the last 12 months

    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.

    Hi, Thanks for your email. Please can you confirm a desired deadline for this piece of work, and provide further confirmation on the following: Kind regards, Jess Graziano (she/her) Communications & Media Officer 01225 366399 Jess.Graziano@curo-group.co.uk I work from home on Wednesday, Thursday and Friday but you can find me in the Maltings on Mondays and Tuesdays. My working hours are 0830-1430. This email, and any attachments, is confidential and may include personal views which are not necessarily the views of Curo. If you have received this email in error, please delete it and let the sender know. Please do not use or copy this information or send this email to anyone else. Please note calls may be monitored or recorded. How we manage privacy is here: www.curo-group.co.uk/privacy The Curo Group incorporates: Three companies registered in England and Wales: Curo Enterprise Limited (Co. No. 08103621); Curo Market Rented Services Limited (Co. No. 4705482) and Curo Finance Limited (Co. No. 13596265). Four charitable registered societies under the Co-operative & Community Benefit Societies Act 2014: Curo Group (Albion) Limited (FCA No. 7945, Registered Provider registration number LH4336); Curo Places Limited (FCA No. 7091, Registered Provider registration number LH4209); Curo Choice Limited (FCA No. 24208R); and Mulberry Park Community Benefit Society (FCA No. 7696). The registered office for all organisations in the Group is The Maltings, River Place, Lower Bristol Road, Bath BA2 1EP.

    Infographic titled 'How we're doing - August 2026' showing Curo's customer service and performance measures. Overall customer satisfaction year-to-date is 84.7% against a target of over 86.5%. Key results include 97.8% satisfaction with gas and home safety, 89.8% satisfaction with in-house repairs, 78.5% satisfaction with contracted repairs, 82.8% of complaints resolved at the earliest stage, 95.5% of calls returned on time, 81.8% of telephone queries resolved first time, 7,829 customer calls received, 135 formal complaints, 1.7% of appointments moved, an average routine appointment wait time of 15.7 days, and 70.1% of repairs completed in one visit. Performance indicators are marked as on target, off target, or near miss.

    Performance dashboard titled “How we’re doing – Jul 2026” showing customer service results. Key measures include overall customer satisfaction of 89.4%, complaints resolved at the earliest stage 74.0%, average call wait time 8 minutes 34 seconds, customer satisfaction with gas and home safety 98.2%, 8,422 calls to the contact team, average appointment wait time 11.7 days, 136 formal complaints, 71.6% of telephone queries resolved first time, 75.3% of repairs completed in one visit, 3.3% of appointments moved, 91.4% satisfaction with in-house repairs, and 86.1% satisfaction with contracted repairs. Results are shown against target indicators for on target, off target and near miss.

    Infographic titled “How we’re doing – Jun 2026” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 89.9%; complaints resolved at the earliest stage 74.6%; average call wait time 6 minutes 30 seconds; customer satisfaction with Gas and Home Safe 98.2%; 8,729 customer calls; average wait for a routine appointment 11.3 days; 147 formal complaints; 77.1% of telephone queries resolved first time; 81.5% of repairs completed in one visit; 1.4% of appointments moved; 92.5% customer satisfaction with in-house repairs; and 84.6% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – May 2026” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 91.8%; complaints resolved at the earliest stage 68.5%; average call wait time 3 minutes 55 seconds; customer satisfaction with Gas and Home Safe 98.2%; 7,040 customer calls; average wait for a routine appointment 13.8 days; 126 formal complaints; 77.8% of telephone queries resolved first time; 83.8% of repairs completed in one visit; 0.8% of appointments moved; 92.5% customer satisfaction with in-house repairs; and 86.8% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Apr 2026” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 95.2%; complaints resolved at the earliest stage 72.0%; average call wait time 9 minutes 46 seconds; customer satisfaction with Gas and Home Safety 97.6%; 9,466 customer calls; average wait for a routine appointment 18.4 days; 122 formal complaints; 78.4% of telephone queries resolved first time; 78.7% of repairs completed in one visit; 4.4% of appointments moved; 89.7% customer satisfaction with in-house repairs; and 81.4% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Mar 2026” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 87.6%; complaints resolved at the earliest stage 72.0%; average call wait time 9 minutes 46 seconds; customer satisfaction with Gas and Home Safety 97.6%; 9,466 customer calls; average wait for a routine appointment 18.4 days; 122 formal complaints; 78.4% of telephone queries resolved first time; 78.7% of repairs completed in one visit; 4.4% of appointments moved; 89.7% customer satisfaction with in-house repairs; and 81.4% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Feb 2026” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 87.1%; complaints resolved at the earliest stage 79.6%; average call wait time 6 minutes 23 seconds; customer satisfaction with Gas and Home Safety 97.1%; 8,732 customer calls; average wait for a routine appointment 19.20 days; 132 formal complaints; 76.7% of telephone queries resolved first time; 77.6% of repairs completed in one visit; 3.0% of appointments moved; 88.0% customer satisfaction with in-house repairs; and 84.6% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Jan 2026” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 86.9%; complaints resolved at the earliest stage 83.9%; average call wait time 5 minutes 35 seconds; customer satisfaction with Gas and Home Safety 97.6%; 8,487 customer calls; average wait for a routine appointment 18.5 days; 157 formal complaints; 79.3% of telephone queries resolved first time; 78.5% of repairs completed in one visit; 3.0% of appointments moved; 89.8% customer satisfaction with in-house repairs; and 79.7% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Dec 2025” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 86.6%; complaints resolved at the earliest stage 67.9%; average call wait time 2 minutes 18 seconds; customer satisfaction with Gas and Home Safety 97.8%; 6,650 customer calls; average wait for a routine appointment 14.1 days; 129 formal complaints; 74.3% of telephone queries resolved first time; 81.8% of repairs completed in one visit; 2.4% of appointments moved; 89.8% customer satisfaction with in-house repairs; and 78.0% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Nov 2025” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 86.5%; complaints resolved at the earliest stage 82.8%; average call wait time 4 minutes 42 seconds; customer satisfaction with Gas and Home Safety 97.8%; 7,829 customer calls; average wait for a routine appointment 15.7 days; 135 formal complaints; 81.8% of telephone queries resolved first time; 70.1% of repairs completed in one visit; 1.7% of appointments moved; 89.8% customer satisfaction with in-house repairs; and 78.5% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right. Provide your feedback on BizChat

    Infographic titled “How we’re doing – Oct 2025” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 86.9%; complaints resolved at the earliest stage 81.7%; average call wait time 3 minutes 21 seconds; customer satisfaction with Gas and Home Safety 97.8%; 8,693 customer calls; average wait for a routine appointment 16.4 days; 126 formal complaints; 81.4% of telephone queries resolved first time; 77.6% of repairs completed in one visit; 1.7% of appointments moved; 89.8% customer satisfaction with in-house repairs; and 76.8% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

    Infographic titled “How we’re doing – Sept 2025” showing 12 customer service and repairs performance measures in a three-column grid. Key results include: overall combined customer satisfaction 89.9%; complaints resolved at the earliest stage 81.8%; average call wait time 7 minutes 2 seconds; customer satisfaction with Gas and Home Safety 97.9%; 8,967 customer calls; average wait for a routine appointment 17 days; 111 formal complaints; 81.4% of telephone queries resolved first time; 77.9% of repairs completed in one visit; 0.5% of appointments moved; 89.7% customer satisfaction with in-house repairs; and 72.9% customer satisfaction with contracted repairs. Each measure includes an icon and a target-status indicator showing whether performance is on target, off target or a near miss. A legend explains the status symbols, and the Curo logo appears at the bottom right.

     

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.

Read our Customer Commitment

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

Annual reports & financial statements
Your feedback

Alternative formats

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

  • Large print
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  • 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.