In an exciting development for our communities, Torus has implemented a new approach to Neighbourhood Housing Management, promising significant improvements in tenant services and neighbourhood wellbeing.

Enhancing Our Commitment to Tenants and our Communities

Developed in response to feedback from tenants, colleagues and the Better Social Housing Review (BSHR), which advocated a return to more manageable patch sizes for Neighbourhood (Housing) Officers, our new Neighbourhood model reaffirms our commitment to improving the service we deliver to our tenants and reconnecting with our communities.

Additional Neighbourhood Officers

The new approach sees an increase in the number of Neighbourhood Officers with each Officer managing a smaller patch of properties averaging 650 homes enhancing their ability to manage tenancy and estate issues more effectively. The service will focus on tenancy and estate management, local partnerships, supporting tenant engagement, and ensuring that Torus neighbourhoods are clean, safe, well-managed, and inclusive.

Responding to Change

Paul Warburton, Torus Group Housing Director, said:

“We listened to our tenants' concerns about the reduced options for face-to-face interactions with our teams, which sometimes made it difficult to recognise and resolve issues. We have been working hard for the past couple of years to rebuild the connection with our communities. This approach aims to create a more responsive, inclusive, and tenant-focused environment, ensuring that tenants needs are at the forefront of housing management, increasing trust, and making our teams more visible to our tenants and in the neighbourhood.

“It comes in response to external challenges, fundamental changes in the housing sector, and the changing needs of our tenants. It ensures we put our resources in the right places so we can deliver the new Torus Corporate Plan.

“The new model is about us refocusing on getting the basics right for all and delivering excellence. It ensures we are more responsive to our tenants needs by spending more time in our neighbourhoods. Our Neighbourhood Officers will be much more visible on the estates and able to manage any estate issues proactively.”

Community Events

The new model also includes an increase in community events such as Impact/Clean Up Days and Estate Inspections. Tenants can benefit from activities organised to foster a stronger sense of community, including:

• Speaking to tenants and residents about issues and concerns, while providing advice on housing, anti-social behaviour (ASB), and rent issues.
• Torus Foundation offering employment support and helping customers struggling with utility bills, providing guidance, and signposting free support and opportunities.
• Tenant Voice encouraging tenants to get involved and participate in decision-making processes.
• HMS helping residents remove rubbish, deal with fly-tipping, and spruce up communal green spaces.

Tenants and residents are encouraged to actively engage with these initiatives and take advantage of the enhanced services available. The goal is to create a vibrant, supportive, and well-maintained living environment for the whole community. We also encourage tenants to get in touch if they would like to request an event in their area. Find out more about community events here.

Structural Changes

Driven by a strong desire to improve housing services, giving tenants the best service and experience possible and reducing their frequent handover between officers the changes bring a more generic way of working for frontline Neighbourhood Officers whilst still supported by some specialist colleagues dealing with serious anti-social behaviour.

The Safer Estates Enforcement Team remains in place to tackle the most serious issues and lead on legal responses. Customers can be reassured that any ongoing cases, including ASB, have been fully handed over as part of the transition. Find out about reporting ASB here.

The new strategy represents a significant step forward in Torus Neighbourhood Housing Management, reflecting a commitment to prioritising tenant needs and fostering stronger communities.

You can find details of the Neighbourhood Officer for your area here and contact them via the Torus Customer Hub.