March saw 19 involved customer from across our communities join Torus and our contractor partner, HMS, at a special event to find out more and ask questions about the new Repairs and Maintenance Framework.

Due to launch in April 2023, the new £1.2 billion Repairs and Maintenance Framework, will see trusted contractors, HMS and Sovini Property Services help to manage and maintain 40,000 Torus homes, delivering Responsive and Void repairs, Cyclical Maintenance, Estate Services and Facilities Management. It will see the Group further invest in its existing housing stock, being able to respond quickly and appropriately to the needs of customers.

The event, at the HMS headquarters in North Liverpool, gave customers the opportunity to find out more about the practical details of the new Framework and contract and discuss the services that will be delivered to customers. Topics also included; communications, the appointment system, apprenticeships and employment opportunities, green initiatives, sub-contractors, the team and resources and technology involved to co-ordinate the on average 90,000 repairs annually.

Discussing the event, Torus Chief Operating Officer, Cath Murray-Howard said:

“Torus is committed to ensuring all its customers live in safe, secure, modern homes and, as a group, we are committed to ensuring value for money for our tenants that their rent is invested correctly. Events like this are so important, as we can hear directly from those in receipt of services and get their valuable feedback to ensure we are on course or find out what we could be doing better.

“It was great to see so many customers as this event and be able to speak to them directly, listening to their views on the Framework, whilst sharing the Group’s commitment to customer excellence and increasing customer satisfaction.

“Their input at events like this is so important to challenge us, to ask for more information to enable them to have greater knowledge and understanding, so they can improve services for all Torus customers.”

HMS Managing Direct, Paul Worthington, added:

“It was great to meet Torus’ customers face-to-face and give them a thorough overview of the breadth of services HMS provides – it was good to have the opportunity to talk them through all our workstreams and show them just how much our team delivers, day in, day out.

“As a business, we pride ourselves on our ability to adapt our services and work collaboratively with customers to provide something that genuinely works for them. Our company ethos is one which very much places customers at the heart of how we work and events like this are invaluable in understanding whether or not we’re getting it right.

“So, as we begin delivering this new contract, we will be using feedback and suggestions from everyone who attended to make sure we start delivering services as we mean to go on – in a way that supports Torus’ customers to live safely and well in their own homes.”

Involved customers from Landlord Operations Committee, Scrutiny Panel, Tenant Inspectors, Diversity & Inclusion Panel and the Repairs and Maintenance Panel, commenting on the event, said:

“It was great to have a tour of the HMS Warehouse and get a better understanding of their side of repairs and maintenance and to share our views and ideas. I hope there will be similar events in the future.”

Ray, St Helens

“We really enjoyed the event and the opportunity to meet so many people and find out more about repairs.”

Joan and Lenny, Liverpool

“The event was very well organised, and I enjoyed learning more about the repairs service.”

Pam, Warrington

“The day was enjoyable and informative.”

Thomas, Liverpool

The Repairs and Maintenance Framework will run for four years, HMS has been appointed as the preferred Tier 1 contractor and Sovini Property Services as the Tier 2 contractor on the framework.

How to report a repair

Use your Tenant Voice – Get Involved

At Torus, we want the voices shaping our services to be as diverse as the communities we work in and welcome volunteers from all walks of life. If you are a tenant or leaseholder (including Shared Owner) and would like to find out more about getting involved and giving your views, please contact our friendly Tenant Voice (Customer Involvement) Team by emailing TenantVoice@torus.co.uk or calling 0800 678 1894.

Find out more about getting involved here.