As we look forward to the next Board Connect session, 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 on 21 November 2025.
Thank you to the customers who joined us that session to share their views on our proposed Homes and Place Standard. We asked what helps customers feel proud of their homes and neighbourhoods, what could work better, and what we should focus on next.
Your feedback is helping us shape how we improve homes, shared spaces and services. Here is what you told us, and what we are doing in response.
You said |
We did |
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Shared and communal areas, including cleaning, carpets and outside spaces, have a big impact on whether customers feel proud of where they live. |
We will use this feedback to help shape the Homes and Place Standard, making sure shared and outside spaces are considered as an important part of customers’ homes and neighbourhoods. |
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Some customers would like clearer, more consistent standards across different estates and schemes. |
We will consider how the Homes and Place Standard can support a more consistent customer experience, while recognising that different places may need different solutions. |
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There needs to be a clearer and more consistent approach to electric vehicle charging, including charging for mobility vehicles. |
We will consider a consistent policy for electric vehicle charging, including the needs of customers who use mobility vehicles. |
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Accessible homes need to work well in practice, not just on paper. Customers told us that gardens, switches, heating systems and other features are not always easy to use or understand. |
We will review the support and information customers receive at the start of their tenancy, including whether this should include more bespoke information about each home and more in-person support. |
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Customers with disabilities and other personal circumstances need services to be flexible and responsive to their needs. |
We will consider this feedback as part of service redesign, including how we explain when additional information, such as an Occupational Therapist report, is needed. |
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Outside space is part of the home and should be valued as such. |
We have heard this clearly and will reflect the importance of outside and shared spaces in our approach to homes and places. |
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Repairs should focus on getting the issue fixed properly first time, with the right people, equipment and knowledge. |
We will use this feedback to support our focus on improving repairs, including better diagnosis and a stronger first-time-fix approach where possible. |
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Customers value security, community spirit, self-supporting activities, attractive design features and nice views. |
We will continue to recognise the things customers value most and consider how our homes, places and services can support pride, belonging and community. |
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Customers want to be treated with respect, with clear, commonsense and non-patronising communication. |
We will use this feedback to reinforce the importance of respectful, clear and practical communication across our services. |
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Customers would welcome more local knowledge and presence from Curo colleagues. |
We are working on a new approach to tenancy management, with more local presence and better neighbourhood knowledge. |
What happens next?
We will continue using customer feedback to shape our services. We will keep listening, learning and sharing progress.
Thank you to everyone who took part and helped us understand what matters most to customers.