As a charity dedicated to improving people's lives and helping to grow stronger communities, Torus Foundation is delighted to have achieved the Customer Service Excellence (CSE) Standard.

Kate Shone, Managing Director at Torus Foundation, said:

“We believe in creating a package of support for each and every one of our customers to help them reach their goals. So, having an external body confirm what we already know—that Torus Foundation is a customer-centric charity—is really reassuring.

“Whether it’s taking the time to learn about a community and their needs, like our team has done with the Hong Kong Pathways Programme, or breaking down barriers with funding for Duke of Edinburgh Award, the team here at Torus Foundation always go the extra mile.”

Torus Foundation joins HMS, Torus Developments, and Torus Landlord in gaining this key quality mark, signifying the first time all entities of the Torus Group have achieved this prestigious national Customer Service Excellence Standard.

Compliance Plus for Torus Foundation

The key quality mark is awarded to organisations that can evidence quality customer service across areas, including customer insight, culture, information and access, delivery, and timeliness of quality service. However, Torus Foundation exceeded this, achieving Compliance Plus in nine areas, specifically for their approach to providing tailored support.

The independent report congratulated Torus Foundation on providing a bespoke service for all customers. Whether through ease of access by offering sessions over the phone or in person or breaking down barriers for specific groups, like with their Duke of Edinburgh scheme or Hong Kong Pathways programme.

Customer Service Excellence Standard

Recognised as a key quality mark in the UK, the Customer Service Excellence (CSE) Standard is designed to drive continuous improvement, help people and teams build new skills and act as an independent validation of achievement.