Consumer Standards – Protecting You and Your Home
Torus is regulated by the Regulator of Social Housing (RSH). Similar to how Ofsted inspect schools, the RSH test the services Torus, and other social landlords, provide to make sure they are fair, homes are safe, and tenants can influence how they are provided. The RSH do this by using agreed standards which Torus must reach.
On 1 April 2024 a new set of four consumer standards came into effect. These standards seek to protect tenants and ensure quality homes and services. This page explains how we approach and meet these standards – and how you can get in touch with us if you would like to know more.
Safety and Quality Standard
This standard expects social landlords to keep your home safe from hazards, well maintained and accessible.
Landlords should:
- Check homes to make sure they are safe, warm, dry and well looked after.
- Keep good notes about all their homes and what condition they are in.
- Make it easy for tenants to report a repair.
- Do any repairs they are supposed to, in the right way and as quickly as possible
- Work with local councils to adapt homes where needed.
Our Assets Team is responsible for meeting this standard, and you can find out more about how we do this from the links below.
Transparency, Influence and Accountability Standard
This standard expects that social landlords have good relationships with tenants.
Landlords should:
- Treat people fairly and with respect
- Understand the different needs of tenants and support you with your needs.
- Engage with tenants and ensure there are opportunities for you to influence services and policies.
- Involve tenants in plans and decision making.
- Listen to tenants’ ideas and feedback and use this to influence decisions.
- Answer complaints quickly and fairly.
Our Tenant Voice Team is responsible for meeting this standard and you can find out more about how we do this from the links below.
Neighbourhood and Community Standard
This standard expects social landlords to work together with our partners to make your communities, neighbourhoods and homes safe places to live. The standard also says we must work with partners to promote social, environmental and economic wellbeing.
Landlords should:
- Work with tenants, and other organisations like the police, local councils and housing associations to ensure neighbourhoods are safe and nice to live in.
- Tell tenants how we are keeping neighbourhoods safe and well kept.
- Work to prevent hate crime.
- Have rules in place that say how we will work with other organisations to support tenants experiencing domestic abuse.
Landlords should work with other organisations, like the police and local councils to:
- Help stop anti-social behaviour from happening.
- Support tenants who have been affected by anti-social behaviour.
- Let tenants know how they will deal with anti-social behaviour.
Our Neighbourhood, Safer Estates and Safeguarding Teams are responsible for meeting this standard. You can find out more about how we do this from the links below.
Tenancy Standard
This standard expects social landlords to rent homes to tenants in the right way, support tenants who are struggling to keep their home wherever possible, work well with councils to help meet local housing needs and support tenants who want to swap homes, sometimes called mutual exchange.
Landlords should:
- Look after and end tenancies.
- Work with councils to help meet identified local housing needs.
- Rent houses in an open and fair way.
- Support tenants to live in their homes as long as possible.
- Support tenants to swap homes with each other if they would like to and explain any changes to rent or tenancy agreements.
Our Neighbourhoods and Allocations & Lettings Teams are responsible for meeting this standard.
Get in Touch
If you’d like to know more about the Regulator of Social Housing Consumer Standards or are interested in helping to influence decisions on policies and services contact TenantVoice@torus.co.uk.