We are always trying to improve our services and achieve the highest standards possible for residents. We take your feedback and suggestions for improvement very seriously and always work to resolve issues and concerns as quickly as we can. In our efforts to be transparent and honest, we like to share what we’ve done to improve.
Here are a few of the ways you have helped recently.
Between July and December 2021, Torus carried out three consultation sessions with involved tenants from across all three heartlands regarding the Torus adoption of the Charter commitments. Click here to find out more about the Charter and what they felt worked well, what could be improved and what we are doing based on the feedback.
Our Tenant Inspectors inspect and mystery shop our services and report on how we’re doing and then feedback on what they find, to identify strengths, weaknesses and areas for improvement. Click here to view their reports and what has changed or being reviewed based on their feedback.
UPDATED: September 2023
Here are some highlights from 2022/23:
Activity |
Number of customers participating |
Aims & Objectives |
Outcomes |
Complaints Panel |
9 |
To improve complaints handling To ensure tenants are part of the co-regulatory service delivery model To drive change and raise standards for tenants |
All tenants are now given a reference number when a call is logged. This makes sure enquiries can be directed to the right person To make it easier for tenants to find information on complaints we have:
|
Damp and mould review |
12 |
Full scrutiny review of the customer journey when reporting damp and mould Challenging the process to ensure it is fit for purpose and meets tenants’ needs Benchmarking services against 38 similar housing associations |
Following the review, the Scrutiny Panel members agreed:
|
Involved customers satisfaction feedback survey |
60 |
5 surveys:
Involved customers received 32 responses:
|
Anonymous survey responses: “It gives me as a tenant my chance to say what is working and what is not so improvements can be made.” “Our views and recommendations are listened to. I believe our input is vital.” |
Torus new website design
|
163 |
To give customers the opportunity to influence design, workability, accessibility, and content of the new Torus website via comments and feedback |
|
Customer Annual Report 2021/22 |
9 |
Involved tenants completed a survey to get feedback on the content, relevance, and style of the annual report |
|
Electrical Safety Policy |
12 |
Survey was made available to all customers, along with a meeting of involved tenants |
More explanation for some technical areas. |
Consultation & Engagement Event |
Number of tenants participating |
Aims & Objectives |
Outcomes |
Diversity And Inclusion Group |
9 |
Tenant led meeting to discuss framework, terms of conditions, roles, timeframes for Diversity and Network group |
Tenants set the priorities and agreed the terms of reference for the new Tenant Diversity & Inclusion group. |
Community Investment Fund meetings x 3 |
23 |
Evaluation of the grants process via feedback from tenants |
Tenants provided feedback on current Community Investment Fund which has been used to design a new process to keep what is working well and identify areas for improvement |
Repair & Maintenance panel |
5 |
Repairs service update, performance and tenant satisfaction information |
Tenants scrutinised repairs performance, challenges staff on tenant satisfaction and received information on the actions in place to improve performance. |
Torus new website design
|
146 |
Tenants consulted and provided comment and feedback on the proposed new single Torus website. |
Tenant feedback used to inform the development of the new website. You can read the full ‘you said, we said’ feedback report here. |
Housing White Paper tenant satisfaction measures and consumer standards |
10 |
Gather tenant feedback on the current tenant satisfaction measures and consumer standards to report to the regulator |
Torus tenants contributed to the Regular of Social Housings consultation on the proposed Tenant Satisfaction Measures raising concerns about gaps in the proposed measures which the regulator is currently considering. |
Customer Access consultation |
24 |
Tenant feedback on the draft Customer Access strategy |
Tenants provided feedback on the Customer Access Strategy to ensure it is accessible, clear and informative. Tenant feedback was used to review the strategy before it was published. |
TPAS training |
7 |
Equality & Diversity training for tenants |
Tenants attended training with TPAS to increase their knowledge, awareness and ability to hold Torus to account. |
Mystery Shopping |
17 |
To establish the customer experience of reporting a repair with Torus and make recommendations to improve service |
Tenants provided feedback on the customer journey to support a review of processes to assess what worked well and what needed to improve. |
Electrical Safety Policy review |
6 |
Tenant review of draft policy |
Tenants were consulted on the draft policy and provided feedback and suggestions to include in the final version for approval by LOC. |
Damp & Mould policy review |
6 |
Tenant review of draft policy |
Tenants were consulted on the draft policy and provided feedback and suggestions to include in the final version for approval by LOC. |
Torus Customer Service Standards |
5 |
Tenant consultation to develop up to date service standards for each service area |
Tenants were consulted on the draft policy and provided feedback and suggestions to include in the final version for approval by LOC |
Tenant Training |
20 |
Bespoke training for tenants to support their skills for further involvement |
Tenants attended training with TPAS to increase their knowledge, awareness and ability to hold Torus to account |
Social Housing Quality Resident Panel |
7 |
Expressions of interest from residents to join Government national housing panel |
Tenants invited to apply to join the Social Housing Quality Residents Panel |
Safeguarding |
8 |
Tenants’ discussion and case study |
Tenants provided feedback and agreed good practice principals which will be shared with staff and used in communications to wider tenants |
Scrutiny |
10 |
Reviewing past 12 months achievements and developing forward plan for 2022/23 |
Tenants received feedback on how their scrutiny review had changes services
Introduction of a Tenant Complaints Panel |
Community Investment Fund Policy and Budget Review |
6 |
Review regarding changes to CIF budget, policy and process |
Tenant approved amendments to the CIF criteria and process. |
Tenant Inspectors |
6 |
Tenant led inspection of lettable void properties in relation to the Torus Empty Homes Standard |
Assets Team have reviewed the feedback and are developing an action plan to drive service improvements |
Tenant Voice Satisfaction survey - Involved tenants |
32 |
Feedback from involved tenants on their experience of the Tenant Voice opportunities |
The feedback will be used to inform the revised Tenant Voice Strategy. |
Tenant Voice Satisfaction survey – Torus Talk |
6 |
Feedback from Torus Talk members on their experience of the Tenant Voice opportunities |
The feedback will be used to improve Torus Talk and improve opportunities for engagement. |