As we look forward to the next Board Connect session in November, we reflect on what we’ve done as a result of feedback from the last session.
Our Board Connect sessions ensure that Curo’s Board can hear directly from customers about our services. They’re an important way for us to listen and learn from our customers.
The last Board Connect session took place in April 2023. Five customers came along to feedback on their experiences of our services and how we can improve.
Here’s what they said and what we did in response.
Relationships with customers
You said: “Curo should consider how to support residents’ associations where these have been formed by people in specific areas or in response to a particular issue.”
We did: Community Catch-ups have started to bridge the gap between Curo and its communities, which are contacting the Resident Engagement team to request visits. We’ll also support communities in setting up more residents’ associations.
You said: “It would be helpful to have a point of contact for the neighbourhood or area, rather than a general number to phone and a different person answering each time. This would not necessarily mean going back to having old-style housing officers, but establishing more local presence.”
We did: We’re inviting customers to take part in the review of Traditional Housing Management structures in line with the best practice in the Better Social Housing Review.
To share your thoughts on the Traditional Housing Management complete our survey here.
Communicating with you
You said: “Curo should consider residents' input into the design of schemes and regeneration planning.”
We did: We’ll continue to provide resident engagement opportunities when we develop new homes.
You said: “Communication failures cause a lot of additional waste and cost.”
We did: We agree with this and are focusing on improving how our teams communicate with each other and with customers.
Disability
You said: “Directors were given an example of a customer who uses a wheelchair in a sheltered bungalow that is not suitable for a wheelchair user.”
We did: We found an alternative home for the customer in question.
You said: “Curo needs to work with local authorities to make sure that customers are allocated properties that are suitable for their needs. There isn’t a separate list of homes suitable for people with disabilities. There is anecdotal evidence that some customers have been moved into homes with adaptations that they don’t need, which then have to be removed. We’re concerned about the cost and waste of this.”
We did: We’re aware of the shortcomings of B&NES’ Homesearch system and are encouraging them to rectify these issues. We also a need to really understand how accessible our ‘accessible’ homes are and what is right for whom. This is an ongoing conversation with colleagues from B&NES. Mike Chedzoy, Housing Services Manager at B&NES council, came along to our Disability Action Group in October. B&NES have started drafting a list of homes suitable for people with disabilities.
Contractors/quality of repairs
You said: “Curo colleagues generally have a lovely, customer-focused ethos – but contractors and sub-contractors often don’t have those same standards.”
We did: Our Contracted Works team have introduced some new contractors. The team is focusing on how best to manage contractors and we should start seeing improvements in this area.
You said: “There are a lot of difficulties with external contractors, for example, missed appointments, jobs takes longer, etc.”
We did: We’re reviewing Contracted Works and have introduced a Property Services Hub to improve how we communicate with customers.
You said: “Contractors often say Curo haven’t given them the right information. For example, issues may be raised as inspections rather than repairs.”
We did: It was acknowledged at the meeting that this may not always be true, but there is a suspicion that our systems and processes may be hindering accurate communication. Contractors blaming Curo feeds into customers’ mistrust of us. These points have been picked up by the Repairs Scrutiny Activity. We will look at the information available to Trades colleagues and contractors. In particular, we’ll investigate the amount of information disclosed by customers that is lost in the process of completing the work, including photos and videos.
You said: “Repeated visits are emotionally draining – and can be costly if customers have to take holiday or forego work to be at home to wait for contractors.”
We did: Customers have looked at this in the Repairs Scrutiny Activity. The group have offered ideas on communication and processes. For example, they have suggested keeping the repair job number the same until the repair is completed. They also looked at how we store repairs information and make it accessible. All the customers’ ideas have been fed back to the team.