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Executive Director of Customer Experience
Paul joined Curo in 2017 from Acorn Group, an African property management company where he was VP Corporate Affairs. Prior to that he spent five years as Group Director Customer Experience at Unite Students Group where he implemented a highly successful customer digital programme. This was preceded by roles at the South West Regional Development Agency, Laing O’Rourke Group and Royal Mail.
The Housing White Paper means our sector will need to tighten up and strengthen our approach to complaints management, resident engagement and performance communications – all things we should be continuously improving anyway. Read Paul Harris’s comment piece, 'Resident satisfaction – are we serious about understanding the truth?', in Inside Housing. [subscrip…
Written by: Paul Harris
Recently we held this year’s Residents' Conferences at our offices in Bath, to hear how people who live in Curo homes feel about the services we provide. Nearly 200 people attended and more than 1,600 have watched the recording of the event on Facebook.
Written by: Paul Harris
We ran our first ever Curo Labs in January 2019, inviting customers to drop in to our offices at The Maltings in Bath through a Thursday, Friday and Saturday, with an additional session on the Thursday evening. Around 150 customers came along and gave us their thoughts on a number of improvements and projects we are currently working on.
Written by: Paul Harris
Before Christmas we launched a survey for our customers to tell us your thoughts on how we could improve our services through better use of digital. We had an amazing response to the survey, with over 3,100 people completing the form, and a number of happy customers have since been notified that they have won Love to Shop vouchers as a result.
Written by: Paul Harris
Over the last five years or so we have seen many digital technologies become proven in sectors across the UK and beyond. While we aren’t all going to be replaced by robots tomorrow, many of the futuristic ideas that have been talked about are here today. We’re at the start of this journey but are very clear on a few things – we want to provide our customers with a range of choices for how they get in contact with us, and we want to improve our services.
Written by: Paul Harris
