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 demonstrate how customer feedback is helping to improve Curo's services.

During 2025/26 we have seen encouraging progress following the implementation of the new complaints operating model, with improvements in customer satisfaction, response times and organisational learning. We particularly welcome the significant reduction in legacy complaints and the increased use of complaint insight to influence operational improvements across the business.

The Board recognises that further work remains, particularly in reducing service delays, improving communication and preventing recurring repairs. We fully support the Executive's continued focus on learning from complaints, embedding preventative improvements and ensuring complaints remain a key driver of service excellence.

We thank customers who have taken the time to share their experiences. Their feedback continues to shape the way we deliver services and improve outcomes for all customers.