Social Tenants Access to Information Requirements scheme (STAIRs)

Torus is the North West’s largest affordable housing provider and one of its biggest and fastest-growing developers and commercial contractors. We reinvest our profits to create genuine social impact. That investment funds much-needed projects that improve lives, makes places better and communities stronger.

This section provides information about who we are, how we are governed, our purpose and values, and the ways in which we work to deliver great homes, strong communities and positive outcomes for our tenants.

Information available

• About us
• Our purpose, vision, values and corporate objectives
• Our values
• Our group structure

We are committed to being open about how decisions are made and how the organisation is governed. We recognise that tenants have an interest in understanding who is responsible for making decisions, how those decisions support service delivery, and how tenants can influence the services they receive.

This section includes information about our governance framework, board and committee structures, decision-making processes, customer consultation and engagement activities, and our approach to regulatory compliance and accountability.

Information available

• Executive Management Team
• Board and governance arrangements
• Reports and Publications
• Policies and Strategies
• Partnerships
• Complaints process
• Tenant Voice Information
• Customer involvement and consultation activities

This section includes information about our financial performance, annual reporting, value for money, organisational performance, environmental and social impact, and investment in homes and communities.

We publish information to help tenants understand how Torus manages its finances, invests in homes and services, and delivers value for money. By making financial and performance information publicly available, we aim to be transparent about how resources are used, how decisions support tenants and communities, and how we maintain the long-term sustainability of the organisation.

Information available

• Customer Annual Report
• Financial Statements
• Subsidiaries Financial Statements
• Procurement information

We publish information about our housing stock, asset management activities and investment plans so that tenants can better understand how we maintain and improve our homes, support building safety and deliver long-term value for tenants and communities.

We regularly assess the condition, safety and performance of our homes to help us prioritise investment and deliver improvements where they are needed most. This includes planned maintenance programmes, compliance activities, energy efficiency improvements and investment in existing and new homes.

By publishing information about our housing stock and investment programmes, we aim to provide transparency about how we manage our homes and resources.

Information available

• Environmental Sustainability Standard
• Retrofit Programme
• Building new homes - Our Developments
• Asset Management Strategy
• Social Impact Statement
• Renew and replacement programme
• Neighbourhood Plans (in development)

This section includes information about customer satisfaction, service performance, complaints handling, regulatory reporting and the actions we are taking to improve our services.

Torus provides tenants with clear information about the quality of services we deliver. Publishing performance information helps tenants understand how we are performing as a landlord, where improvements are being made and how customer feedback influences service delivery. This information enables tenants to hold us to account for the homes and services we provide.

Information available

• Latest Regulatory Judgement
• Housing Ombudsman Decisions
• Customer Service Standards
• Tenant Satisfaction Measures
• The Landlord's Performance Report (Housing Ombudsman)
• Service Performance Report (being developed)

This section includes information about housing services, repairs and maintenance, building safety, community investment, support services and programmes that help tenants improve their wellbeing, skills and financial resilience.

Torus provides a wide range of housing, support and community services designed to help tenants live well, maintain their homes and access opportunities that improve their quality of life. We are committed to delivering safe, affordable homes alongside services that support thriving communities. By publishing information about our services, we help tenants understand what we do, how services are delivered and where they can access support.

Information available

• Your Home
• About your tenancy
• Information for new tenants
• Information for Leaseholders
• Information for Rent to Buy tenants
• Making lives better

This section provides information on the registers we are required to keep by law on the management of social housing.

Information held in registers by law

• Building Safety - High-rise Blocks
• Gas safety and gas safety checks
• Fire Safety
• Electrical Safety
• Asbestos Safety
• Water Safety
• Lifts

Other records and registers we maintain

• Damp and mould
• Aids and Adaptations
• Flood Safety
• Communal Areas

We do not have our own housing application list as most of our properties are allocated via the choice-based lettings scheme that is managed by the Local Authorities in the areas we own stock. You can find out how to apply for a Torus property on our website Find a Home.

Our website contains a dedicated page where you can find key policies, standards and guidance documents relating to our services and responsibilities as a landlord. These documents are reviewed regularly to ensure they remain accurate and up to date.

• Our policies and strategies

Information contained within this Publication Scheme is available free of charge through the Torus website. However, if additional copies of the same information and in the same format are requested then we apply a fee.

Information may be provided through:

• Website publications
• Downloadable reports and documents
• Annual Reports
• Customer newsletters
• Direct requests to Torus

Alternative formats, including large print, braille and translated versions, may be available on request where appropriate.

Information not routinely published

Some information cannot be disclosed because it:

• Contains personal data protected under the UK GDPR and Data Protection Act 2018.
• Is commercially sensitive.
• Is legally privileged.
• Is confidential.
• Could compromise security, health and safety or regulatory requirements.
• Is otherwise exempt from disclosure under applicable legislation.

Review of this publication scheme

This Publication Scheme will be reviewed on a regular basis to ensure it remains accurate, relevant and compliant with applicable regulatory requirements, including the Social Tenant Access to Information Requirements (STAIRs).