Complaints

Important update on how we handle complaints

We want to improve how we manage complaints so that we can deliver a better experience for our customers. As part of this, we have introduced a new approach to complaints handling. This means we have updated our policies and procedures.

To ensure a smooth transition to the new model, we have been introducing the changes in stages. Over the last six months we have been rolling out our new process. Every department is now trained and receiving their complaints directly.  Two complaints policies will be in place while we complete the move to the new model and finalise the complaints handled in the old model.

Our new complaints policy applies in the following situations:

• If you raised a complaint on or after 14 May 2025 about a repair by our in-house repairs team
• If you raised a complaint after 21 May 2025 that relates to contract management or delivery
• If you raised a complaint after 10 June 2025 about an asset issue
• If you raised a complaint after 23 June 2025 about a tenancy service issue
• If you raised a complaint after 7 July 2025 about an issue regarding any of our support services, sheltered housing, temporary accommodation, extra care or Independent Living Service
• If you raised a complaint after 21 July 2025 that relates to development and new built properties
• If you raised a complaint after 4 August 2025 that relates to our estates
• If you raised a complaint after 25 August 2025 that relates to governance or finances.

We’ll continue to update our website throughout the transition, clearly outlining which policy applies to each area of our services.

If you have any questions, please get in touch by emailing: complaints@curo-group.co.uk

We know that we don't always get it right, but If you are in any way unhappy with the service you have received from us, please let us know by filling in the form below or by calling 01225 366000.

You can read our Complaints Policy and our Annual Complaints Service Improvement Report by clicking on the links, right. 

For all MyCuro users, you can now raise your complaint through MyCuro ‘Manage My…’, selecting complaints from the drop-down menu. You will also be able to see status updates on your complaint.

What is a complaint?

The Housing Ombudsman defines a complaint as any expression of dissatisfaction, however it is made, about the standard of service we've provided, actions or lack of action on Curo’s part, our colleagues, or those acting on Curo’s behalf, affecting an individual or group of residents. 

A resident does not have to use the word ‘complaint’ for it to be treated as one. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.

Housing Ombudsman

If you’re unhappy with the outcome of Stage 2 you can raise your complaint with the Housing Ombudsman. Customers can find out more information about making a complaint to the Housing Ombudsman on its website.

• Email: info@housing-ombudsman.org.uk
• Call: 0300 111 3000
• Write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

We are serious about protecting your privacy and promise to store and look after your personal information carefully and  in line with UK law and our data protection policy. Read our full data protection promise and our data protection and privacy notice.