Improving our repairs service

Our Customer Journey Maps have been created to give every customer that reports a repair, a better customer service experience.

The maps outline the process that you can expect, ensuring that our service is consistent and efficient, and that you are kept informed during every stage of your repair. 

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.

When one team can complete the repair

1:  Your repair is reported and recorded

Actions

• A repair is reported by you, a Curo colleague or a support agency (for example, an Occupational Therapist)
• If possible, we’ll ask you to send up pictures of the problem, and we’ll add them to the report

Outcomes

• All our colleagues will log repairs in the same way, so records are consistent
• More information is easily available to allow us to accurately diagnose the repair

2: Your repair is referred to the appropriate team

Actions

• We’ll have a dedicated Repairs Advisor to help make sure your repair is referred to the right team
• We’ll review all the information and pictures that you provided
• Where possible, we’ll use video to get more information about the problem before we visit

Outcomes

• The repair is passed to the correct team first time
• We’ll be able to get more details about the repair before the appointment so we can make sure your repair assigned to a colleague with the right skills, and that any necessary tools can be brought to the appointment to help ensure a “first time fix”
• We’ll fix the issue more quickly

3: Making the appointment

Actions

• We’ll offer more flexible appointment times (eg weekends and evenings)
• Appointments will be linked to automatic email and/or text reminders

Outcomes

• You’ll be able to make an appointment to fit around your working patterns, family commitments etc
• All customers will receive appointment reminders

4: Before the appointment

Actions

• We’ll send you reminders about your repair appointment:
  - at the time of booking
  - 2 weeks before
  - 1 day before
  - on the morning of your appointment
  
  
• Reminders will contain:
  - date and time of the appointment
  - a job reference number
  - an option to rebook via text

• If you’ve chosen not to get reminders by text, you’ll get a phone call instead.

Outcomes

• More appointments are kept
• All customers are receiving the same information, in the same time frames
• It’s easier for you to rearrange appointments if needed

5: On the day of the appointment

• We’ll be on time for the appointment.
• We’ll carry ID, and show it when we arrive
• All information about the repair, including any pictures or videos will be available to us during the appointment
• We’ll be able to book in any other repairs that we see during the appointment while we’re at your home

Outcomes

• You’ll have more confidence in our colleagues
• We’ll have more information available to us during the appointment to help us fix the problem on our first visit.
• Any additional repairs will be completed more quickly

6: When the repair is complete

Actions

• We’ll add completion notes to the job file
• We’ll take photos of the completed work, as well as photos before we start.
• When we’ve finished work, you’ll get a text asking you to rate how satisfied you are, and to confirm that you’re happy with the repair. (You won’t receive this until the job is complete)

Outcomes

• Our repairs record will be more detailed and more consistent
• There will be better quality control over the work that’s being done
• It will be easier for you to raise any concerns with the work

7: If an appointment needs to be re-booked

Actions

• If we can’t complete the repair when we visit, we’ll book a new appointment date with you before we leave
• If you're not in when we call we'll follow a set procedure to let you know we tried to visit

Outcomes

• All our colleagues will follow the same process
• You can have more confidence that your repair won’t become “lost”

For repairs that need multiple teams

Larger, or more complicated repairs might need the expertise of more than one team, or input from one of our trusted contractors.

We know that this has sometimes meant  that you haven't been kept as up to date about the progress of the work as you should have been.

This journey has been designed to make sure that you’re kept informed of each step along the way.

1. Your repair is reported and recorded

Actions

• A repair is reported by you, a Curo colleague or a support agency (for example, an Occupational Therapist)
• If possible, we’ll ask you to send up pictures of the problem, and we’ll add them to the report
• We’ll use a case management approach, treating the repair one job, rather than as several smaller jobs, with a single Curo colleague leading on the project

2. Diagnosing the repair and assigning it to the right teams

Actions

• We'll use video to get more information about the problem before visiting
• A clear decision-making process is put in place to inform our approach to repairs
• We’ll make sure you know what to expect, and when
• We’ll update you at least every 10 days

Outcomes

• We'll view the repair from your point of view
• You’ll be kept up to date with any decisions about how we’ll deal with your repair
• There will be a consistent decision-making process among Curo colleagues
• We'll be able to diagnose the repair more effectively before the appointment ensuring that it can be assigned to a colleague with the right skills, and that any necessary tools can be brought to the appointment

3. Planning the repair

Actions

• We’ll let you know our plan of action to deal with your repair
• You’ll be given a named point of contact at Curo
• There will be a fixed timeline to make sure you’re getting regular updates
• For repairs in communal areas, everyone will be notified about what’s going to happen
• All Curo teams and contractors will be trained to take and record notes in the same way

Outcomes

• You’ll be regularly updated throughout the process so you know what’s going to happen, and when
• You’ll know who to contact if you have any questions or problems during the process
• Up-to-date information will always be available

4. Getting the work done

Actions

• There will be a designated Curo colleague leading on the project
• We’ll be in touch at least every 10 days with any updates
• Curo colleagues and contractors will always carry ID and show it at every visit
• All information about the repair, including any pictures or videos will be available to Curo colleagues and contractors during the appointments
• Photos will always be taken before and after the work
• When the repair is complete a customer satisfaction text will be sent to the colleague asking them to sign off the work. (This will not be sent before the job is complete)

Outcomes

• You’ll always know who to contact
• You’ll have a clear, up-to-date plan of action
• Our repairs records will be more detailed and more consistent
• There will be better quality control over the work that's being done
• It will be easier for you to raise any concerns with the work

5.  If you're not in

Actions

• If you're not in when we call we'll follow a set procedure to let you know we tried to visit
• If a contractor tells us you weren’t home when they visited, we’ll ask them to provide evidence that they tried to get in touch
• Contractors will try calling twice before leaving a missed appointment card

Outcomes

• Fewer missed appointments
• Increased trust in contractors

6. If an appointment needs to be rebooked

Actions

• If we can’t complete the repair when we visit, we’ll book a new appointment date with you before we leave
• If you reply to the customer service satisfaction text message with a score of 4 or below, you’ll be contacted to see how we can put it right

Outcomes

• All our colleagues will follow the same process
• You can have more confidence that your repair won’t become “lost”