Written by: Emma Rose, Communication Manager - Property Services
We know that it’s important to you that we complete repairs to your home quickly, efficiently, and to a high standard.
In the summer of 2024 we launched our new strategy, and our 10-year vision that “By 2034 everyone feels proud about the quality of our homes.”
At the time, we had a large backlog of repairs, we were receiving a lot of complaints, and many of our repairs colleagues were feeling unmotivated and dissatisfied with their work. We knew that we needed to take action so that we could achieve our vision.
So, over the past 12 months we’ve been working to improve our processes so that we can deliver a better service to you, our customers.
What have we been doing?
We’ve listened to what you told us in the last Resident Scrutiny panel, and have been working on putting in place the improvements that you suggested.
We’ve also held face-to-face sessions, and connected with more than 300 customers digitally, to help us create a better, smoother repairs process.
We now have a dedicated Damp and Mould team to help us respond to issues more quickly and effectively, in line with Awaab’s Law.
We’ve also taken feedback from our colleagues on board, and have introduced new ways of working that has improved motivation and increased productivity. This means that we’ve been able to reduce our backlog of repairs, and improve waiting times for routine repairs from around 48 days to 15 days or less.
What’s next?
We’re working on ways that we can use the information we have about every customer and their home, to help us deliver a better service.
You asked us to report more frequently on whether we’re meeting our targets, so every month (from 1 May 2025), we’ll be adding to our monthly performance report, with information about average wait times for a routine repair, the percentage of appointments that we’ve rearranged, and overall customer satisfaction with Curo’s Property Maintenance department.
We know that sometimes there can be additional issues when we work with contractors, so we’re looking at ways that we can improve how we work with them, and make sure that their work is always of a high standard.
Over the next 12 month we’ll be introducing new ways of assessing repairs as soon as they are reported, so they can be referred to the right team, and we can make sure that we’re fixing more of them the first time we visit.
Introducing Our New Customer Journey Maps
We are excited to announce the launch of our new Customer Journey Maps.
These have been created to give every customer that reports a repair, a better customer service experience.
The maps outline the process that customers can expect, ensuring that our service is consistent and efficient, and that you are kept informed during every stage of your repair. designed to enhance the experience for all customers dealing with property repairs.
We know that we’re not there yet, but our goal is to make sure that by December 2026 every customer receives an efficient, transparent, and high quality service, from the moment the repair is reported, until it’s completed.
We’ll be doing regular surveys with customers digitally and through our Repairs Engagement group to track our progress on achieving this goal.
You can find out more about our Customer Journey Maps on the Repairs web page.
If you’d like to get involved with any of our customer scrutiny or engagement groups, you can find out more on this web page.