Reduction in missed appointments



Curo Group, the Bath based housing association with a portfolio of over 13,000 homes, has been a long standing client of Integrity Connect. The relationship has been built on trust,
relying on the team at Connect to manage and deliver their critical tenant communications and to constantly review ways to streamline their current process.

Part of the Connect philosophy is to encourage clients to engage in “Challenge Us” workshops where we explore business issues they are facing and look at changes to communications
that could deliver substantive improvements. A workshop with Curo led to a review of their Gas Safety communications as this was an area that was causing some significant issues to both the Gas Safety team and the Contact Centre.

Curo arrange over 12,000 gas safety inspections every year. There was a high level of missed appointments, a requirement to re-key their engineers site inspection reports, safety
certificate design was inhibited by internal IT constraints and there was a long lead time between appointments and issuing of certificates creating additional contact centre traffic.



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Working with Connect we have been able to deliver a best in class service for our tenants. Their knowledge and experience of the housing sector has been invaluable in helping build a solution that absolutely meets our particular requirements.

– Emma Matthias, Project Manager for Curo

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