Curo Annual Complaints and Service Improvement Report with Board response

Annually the Housing Ombudsman requires us to complete an Annual Complaints and Service Improvement report, which you can download here:

Here is The Board's response to the report:

The Board welcomes this report, and the opportunity to explain to our customers how we are handling their complaints.

During 2024/25 we strengthened the role customers play in our decision-making, including by establishing a Customer Experience Committee (which has three customers amongst its members). The Customer Experience Committee considers detailed reports on complaints at each meeting and reports to the Board about this. We consider complaints performance directly via a quarterly ‘strategic dashboard’ and learning from Housing Ombudsman determinations. We’ve also heard feedback from customers themselves at Board, including through:

• ‘Board Connect’ - where customers join a Board meeting to give feedback on particular topics).
• ‘Customer Voice’ sessions - where we hear from customers about Curo services.
• Discussions at Curo’s annual Big Get Together. Thank you to all of our customers who have taken the time to let us know how they feel about complaints, and Curo’s services more generally. This report reinforces what we have heard throughout the year.

Customers want us to resolve their issues more quickly, deliver on our promises more consistently, and improve communication during a complaint. We expect to see improvement in our resolution times (particularly in Stage 2) and in Curo’s overall approach to complaints handling.

We were pleased to see examples in the report where customer feedback in complaints has led to positive change at Curo. We hope and expect to see many more examples of learning from complaints in the future. We have made this clear to our Executive team and endorse their plans for improvement in the year ahead.