Tenant Inspector Reports

Here are the summary reports (pdf) from recent Tenant Inspections, find out what the TI’s found, what they recommended and what changes were made.

2022 Reports

Empty Homes (Void) Inspection - Tenant Inspectors Report (May 2022)

You Said	We Did
In the Performance Teams monthly Allocations and Lettings satisfaction survey should Include specific questions relating to tenant satisfaction with regards to standard of bathroom and kitchen. Further improve Empty Homes Standard. Supply and fit a mirror and toilet roll holder in bathroom. Box in any heating / water pipework. If door is to be painted ensure both sides painted along with all skirting boards Supply at least one electrical socket with a incorporated USB charger. Remove any redundant extractor fans. Final work task in vacant property should be a mopping of floors to remove any plaster dust. Place the Torus Empty Homes standard on the website. Supply new tenants with a ‘New Home Manual’. All Torus properties should have a accessibility document that highlights door size, steps within property, any adaptations, level access shower or hoist installed.	Suggestions have been passed to the Torus Assets Team, who will review and implement action plans to address as appropriate. Updates will be available.

View the full report here (pdf)

Communal Spaces - Tenant Inspectors Report (June 2022)

You Said	We Did
Provide information to tenants on the service they can expect by publishing the Facilities Management Policy and Cleaning Specification 2022 on Torus website and on request form the Customer Hub. Increase the number of inspections of external communal gardens and take action to address any concerns. Consider options to improve external storage options in general needs blocks and extra care schemes. Review whether cleaning hours allocated to communal blocks are sufficient. Review the process for updating notice boards to ensure they contain up to date, useful information.	Suggestions have been passed to the Torus Assets (Facilities) and Neighbourhood Teams, who will review and implement action plans to address as appropriate. Updates will be available.

View the full report here (pdf)

2021 Reports

Safer Estate / Anti-social behaviour (ASB) - Tenant Inspectors Report (March 2021)

You Said	We Did
Standardise ASB information across all landlord websites – in regard to accessing information, up-to-date documents and information.	The new single my.torus.co.uk website has addresses this issue. In the interim the previous website(s) were updated checked for consistency.
Customer hub advisors should have refresher training or standard scripts needed for information giving only.	Feedback has been provided to the Customer Hub who have organised training and additional guidance for staff.
Clear timescales and procedures should be given to tenants when advisor takes report of ASB and tenants should be advised how to access a copy of the ASB policy.	Feedback has been provided to the Customer Hub who have organised training and additional guidance for staff.
To include a statement about confidentiality on ASB letters.	Following changes to the ASB service new ASB standard letters are in development.

View the full report here (pdf)

Rents/Income Service and Service Charges - Tenant Inspectors Report Summary (April 2021)

You Said	We Did
Create a single website for all Torus customers with a clear link on the home page for those struggling to pay their rent. The website to have a facility to speak to a member of the Income Team direct from website particularly for people with a sight impairment.	The new single my.torus.co.uk website has addresses this issue. In the interim the previous website(s) were updated with clearer links. The new website is looking at the options of website live chat as part of phase 2, however this would be with Torus Customer Hub staff, as Income Team members are generally not desk based.
To introduce easy read version of letters for people with disability as can be too much information on one page.	All feedback on letters have been passed to service leads to review and ensure communication in clear and accessible. Torus is setting up a Diversity & Inclusion Tenant Panel to ensure we listen to tenants’ views and help improve services.
Put marker on a person’s account to show they have a disability so that any letters that go to them are in a way they can understand.	Torus collects information on tenant’s communication preferences. We aim to ensure all information is clear, easy to understand and free from jargon. Tenants support us in reviewing customer facing documents and providing feedback.

View the full report here (pdf)

Looking After Your Home / Safety - Tenant Inspectors Report Summary (June 2021)

You Said	We Did
Create a single website for all Torus customers which is easy to navigate and find information on safety.	The new single my.torus.co.uk website has addresses this issue. In the interim the previous website(s) were updated to make it easier for customers to find information. The new website was developed with involved customers through Tenant Voice and tested to ensure that information is easy to find – it has intelligent searches and clear mega menus.
To put the Torus contact details at the front of the ‘Your Home, Your Safety’ guide.	Guide will be updated for version 2.

View the full report here (pdf)

Interested in becoming a Tenant Inspector?

If you would like to join our team of Tenant Inspectors, or just find out about becoming a Tenant Voice volunteer, please contact the Tenant Voice Team by emailing tenantvoice@torus.co.uk or calling 0800 678 1894.