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Hate crime survey findings to strengthen Curo’s zero tolerance approach



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In October, as part of Hate Crime Awareness Week, we launched a survey to better understand our customers’ knowledge and experiences of hate crime. 

Thanks to everyone who took part. We take a zero-tolerance approach to hate crime at Curo and your feedback is helping us shape our approach to hate crime – for starters we will:

  • Make reporting hate crime easier for our customers
  • Improve our colleague training so we respond quicker to hate crime reports
  • Work closely with Avon & Somerset Police to strengthen our joint hate crime approach
  • Continue promoting our zero tolerance to hate crime behaviour and take action where required
  • Ask for customer feedback on our improved approach to hate crime

What did you tell us?

Hate crime survey findings - at a glance

[click infographic to enlarge]

Our survey indicates a high level of awareness of hate crime among Curo residents, with 87% of respondents stating that they know what hate crime is. 

A hate crime is any offence committed against person or property which is motivated by the offender's hatred of people because they are seen as being different.

The findings suggest that many incidents of hate crime aren’t being reported, largely because people don’t know how to report them. Around 40% of people don’t know how to report hate crime, whether victim or not.

Generally, those who reported hate crime to Curo felt well supported. One respondent commented: “The contact team member was very supportive and interested in what I had to say but also knowledgeable about what would happen next. I felt the person being victimised would get the help he needed.”

However, 37% said they hadn’t received adequate, or any, support when reporting their hate crime. That tells us there’s a clear need to offer better support to both victims and witnesses of hate crime.

Another clear theme is that people want to find out more about Curo’s approach to tackling hate crime. 60% of all respondents wanted more information and, of those who didn’t know what hate crime was, that figure climbed to 77%.

Ours was a relatively small survey and it’s worth noting that these results reflect the situation in Bath & North East Somerset (B&NES) more than the other authorities where we work, with 80% of responses from B&NES residents. It is also possible that people who have experienced hate crime were more inclined to take part in this survey and more aware of hate crime.

This in no way lessens the importance of the data and the rich feedback that customers have given, and we’ve already started to use this invaluable information within Curo:

  • The findings are informing our internal processes including how we train colleagues across Curo. We want every colleague to understand what hate crime looks like, to think carefully about our own language and attitudes, to know how to report it, and to take action if they witness incidents.
  • We plan to share anonymised findings with our partners, for example at Avon & Somerset Police and B&NES Council, so that we can strengthen our joint approach to tackling hate crime.
  • We will continue to raise awareness of hate crime and our processes with residents and other stakeholders like local councillors. We recently launched the Curo Anti-social Behaviour Toolkit on our website which sets out what to do if you witness or experience hate crime, and our Tenancy Compliance Team have recorded a Curo Hot Topic conversation where they describe our zero tolerance approach to hate crime in detail. We also joined forces with Stand Against Racism & Inequality’s powerful hate crime awareness campaign.

To learn more about hate crime, what to do if you witness or experience it, and how we will support Curo customers:

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