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Tenants help design Customer Service Excellence Training

01 July 2024

This June, six involved tenants joined us to test the Customer Service Excellence Training that they helped to design.

With the help of our involved tenants, Torus had already chosen ‘The Learning Foundry’, a Liverpool, based training provider to deliver Customer Service Excellence training to all 1,800 Torus employees.

Involved tenants participated in a joint tenant and Torus officer focus group with the Torus Learning & Development Team to help design the content of the training sessions.

Talking about the importance of the session, Tenant Voice Team Leader, Annmarie Flynn, said:

“The employee training is to ensure that all Torus employees, no matter their role, provide consistent, excellent customer service in all their interactions with our customers.

“Who better to provide feedback on this than our very own involved tenants and we are grateful to our involved tenants who give up their time to share their views to help improve Torus services for all our customers.”

Each training session will include the following learning themes:

  • Collaboration
  • Communication
  • Cultural sensitivity

These themes reinforce the Torus values of “we own it, we care, and we deliver”.

The 90-minute interactive workshop invited feedback from both tenants and colleagues in a range of different ways from smart phone surveys to team building exercises giving everyone involved the chance to have their views heard.

Joan and Lenny two of our involved tenants said

“It was a great morning meeting new people and seeing what work goes on behind the scenes, things we as tenants don’t even think about and how it all comes together.”

“Great meeting, it was constructive, informative and fun a balance which the team managed to easily achieve.”

The feedback from this session will allow the Learning Foundry to finetune the course content. Delivery to colleagues starts in July.


Use your 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

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