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A look back at Curo’s first Residents’ Festival



This year we held our first ever Residents’ Festival which ran for a week between 13-17 September 2021.

Victor da Cunha speaking at Conference

The main purpose of festival, which included our two-day conference, was to provide Curo residents with a wide range of ways to talk to us and hear from us  – both in person and digitally. Thanks to everyone who took part!

The theme of the conference was the Charter for Social Housing Residents which sets out seven things every social housing resident should expect from their landlord.

Teams from across Curo took to the stage and bought the Charter to life through seven sessions and discussions focussing on each of these expectations, which are:

  • #1: To be safe in your home
  • #2: To know how your landlord is performing
  • #3: To have your complaints dealt with promptly and fairly
  • #4: To be treated with respect, backed by a strong consumer regulator for tenants
  • #5: To have your voice heard by your landlord
  • #6: To have a good quality home and neighbourhood to live in
  • #7: To be supported to take your first step to ownership

Watch again: You can watch any of these conference sessions on our website here.

Paul Harris talks to residents at conference.

Each discussion gave the audience in the room and those taking part digitally the chance to hear about improvements we’ve made, how teams are listening to and learning from customers, and ask questions and get answers.

Across the festival week we ran 12 events and activities for Curo customers including five community workshops, four resident engagement sessions including events for leaseholders and about complaints and our estates, plus a Facebook Live Q&A at the end of the week.

Our conference featured many of the ingredients that residents have told us they find useful:

  • Hearing directly from those running the organisation: Chair of the Curo Board Liz Potter, Chief Executive Victor da Cunha and Executive Director of Customer Experience Paul Harris talked about the challenges facing Curo, how we’ve performed over the year and what the future holds.
  • Time for questions and answers: teams from across Curo answered questions from the audience and residents watching at home.
  • Celebrating amazing Curo residents: We announced the winners of the 2021 Curo in Bloom competition and the 2021 Curo Community Awards. To see the full list of winners, click here.

The festival week was made even more special as this was the first time we’d been able to welcome customers in to our offices at The Maltings in Bath for 18 months. More than 60 customers joined in person across the two conference events, with over 70 customers coming to our community workshops and digital session.

Adding those residents who took part in the festival digitally, we estimate that we reached more than 1,400 customers this year and we hope this will grow as more of you choose to watch the event on our YouTube and Facebook channels.

Don’t forget - if you missed out on watching the Residents’ Conference live you can check out all the video content here.

What did customers say?

“The event certainly did a lot for me. I feel a lot more positive towards Curo now than I did before.”

“…it was our first event and we were very impressed with all that went on throughout the day, from getting our car parked to being shown to our seats and the food and snacks provided were very good, and all the staff were so friendly. It was also very informative into the workings of Curo.”

“Feedback from the event would be great.”

Feeding back what we heard and learned

Customers asked us many questions, in person at the conference events, at the community workshops and digitally. We answered as many as we could during the conference, so please watch again to hear what we said.

We’re busy reviewing all the questions, comments and suggestions received and we’ll feedback what we heard and what we’re doing as a result as soon as we can. Where questions were specific to an individual’s circumstances, we will get back to everyone directly with answers.

We also ran a number of polls throughout the week to hear your views on a range of topics. Here’s what you told us:

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