Torus Group is proud to announce that all four of its entities have officially attained the prestigious Customer Service Excellence Standard. This achievement marks a significant milestone for the Group as it celebrates the full suite of national standards for Torus Landlord, Torus Developments, HMS and Torus Foundation.

Achieving the Customer Service Excellence Standard demonstrates the Group’s unwavering commitment to exceptional customer service. This accomplishment is not just a badge of honour; it reflects its dedication to put colleagues, tenants, and customers at the heart of its service.

Commitment to service excellence

The path to achieving the Customer Service Excellence Standard entails meeting rigorous assessment criteria, consisting of 57 elements evaluated across five key areas:

• Customer Insight
• Culture of the Organisation
• Information and Access
• Delivery
• Timeliness and Quality of Service

The accreditation lasts for three years and will be reviewed each year by independent assessors. In addition to achieving the CSE standard, Torus Landlord, Torus Developments Torus Foundation, and HMS have been awarded Compliance Plus, a rare distinction that showcases our commitment to going above and beyond the practices of similar providers.

Our dedication to the community

This accreditation underscores the Group's commitment to focus on:

• Delivering high-quality internal services and supporting our colleagues
• Providing housing services that enable individuals to live safely, securely, and independently
• Developing homes and schemes that address local needs while contributing to solving the housing crisis
• Exceeding expectations in our maintenance and repairs service
• Offering services that enhance well-being, build skills, and enrich quality of life, allowing everyone in our homes to thrive and our communities to grow stronger together.

Cath Murray-Howard, Chief Operating Officer, said:

“I am incredibly proud of all our colleagues, whose hard work and dedication have been recognised on a national level. This accomplishment is not just a badge of honour; it reflects our commitment to putting our colleagues, tenants, and customers at the heart of everything we do. It’s part of our DNA to continuously improve and make people feel valued and supported.

"Achieving a full suite of the award is just the beginning, and together as a Group, we will continue to raise the bar for customer service excellence.”