In November, involved Torus customer volunteers from the heartlands joined Torus at St Helens Rugby Club home ground, the Totally Wicked Stadium. Torus teams and managers from across the group, were also part of the event that celebrated customer engagement and the Tenant Voice. It also raised for debate the Government’s ‘The Charter for Social Housing Residents’ White Paper and how it will further empower tenants.

The event, which included a festive lunch and mince pies, was also an opportunity to update customers about plans and asked for feedback.

Presentations came from Torus Chief Operating Officer, Cath Murray-Howard who opened the event. She talked about the tragic case of the death of Awaab Ishak from Rochdale and what can happen if customers are not listened to, commenting:

“It is right that landlords should be accountable to and transparent with their customers and stakeholders. Listening to how our involved tenants explain their role and the difference they make is so heartening and we are committed to doing more. Acting on our tenants’ views is critical to us improving services – we do not see this as optional; these are their homes and their life.”

Group Housing Director, Paul Warburton, talked about the Government’s White Paper and tenant empowerment, which underpins the National Housing Federation’s ‘Together with Tenants’ Charter. This has created a significant positive change for customers, by putting tenants at the heart of how social housing operates. Commenting on the event Paul said:

“The decisions we make as a business have an impact on our customers, so it is only right that tenants should have a say on what we do in their homes, neighbourhoods, and the wider community.

“The Voice of the tenant is at the core of everything we do at Torus, and it was great spending time with our involved Tenants sharing ideas on how we can improve our core regulatory model.”

Torus already has a clear vision for tenant engagement, with the Tenant Voice team whose aim is to work with colleagues and customers to place customer sat the heart of everything we do. The main part of the event was an opportunity to review the Torus Tenant Involvement Strategy and develop the action plan. This involved round table discussions on at the proposed Tenant Voice actions, and prioritise them, the feedback from this will directly contribute to future plans.

The session was led by Torus Regional Housing Director, Jan Calland, who added:

“We value the involvement of our customers and the work they do with us to improve services; it was great to work together today at the event and hear their views.

“We want to ensure more people can be involved and influence the services they receive by making it easy to participate and at whatever level they feel comfortable. The new draft strategy will enable us to hear more of our customers and give them a stronger, louder voice to influence and shape the services we deliver.”

Attendees also enjoyed hearing directly from involved tenants about their experience of being involved with Torus and how they are making a difference to the services we deliver.

The event was closed with final comments from Torus Chief Executive, Steve Coffey, who answered tenant’s questions on a range of topics.

Tenant Inspector and Diversity and Inclusion Panel member, Thomas from Liverpool, added:

“Excellent involved tenant event, enjoyable, well organised, worthwhile with good presentations. It was a great opportunity for all tenants to get involved with Torus, good open discussions around the table and I enjoyed the tenants’ videos.

“It was also great to see Steve Coffey so open to answering all our questions. The best part of the day was meeting knowledgeable teams and having the ability to have our say.”

You can view a video on the event here:

Giving feedback on the event, Tenant Voice volunteers commented:

“It was great to meet other Torus staff face-to-face and to have various opinions heard. It was nice to have face-to-face group meetings. I am keen to get involved more.”

Ray S, Complaints Panel, St Helens

“Once again, a brilliant involvement event. I always enjoy and embrace all the information provided and the explanations of any newly- introduced procedures/plans.”

Angela T, Scrutiny Panel, Repairs & Maintenance Panel, Warrington

“Thank you for inviting me to the Torus “Have your say”. This would have not been achievable without the acknowledgment of the Tenant Voice team.”

Robin R, Tenant Inspector and Mystery Shopper, Liverpool

“I just wanted to say a big thank you to you for giving me the opportunity to attend the amazing event. After the difficult and uncertain times, we have all had to endure over the previous two years to have the opportunity to all come together in such a way is vital in reassuring our communities and restoring people's confidence in returning to a normal way of life. I am fortunate in the knowledge that being a Torus tenant I have the support of such a good organisation which I can call upon as and when I feel the need.”

Lenny L, Tenant Inspector and Mystery Shopper, Liverpool

“Thanks for a good day in St Helens it was highly informative, it was good meeting people we knew and meeting new people, looking forward to more gatherings.”

Joan W, Tenant Inspector and Mystery Shopper, Liverpool

“It was an enjoyable day, very well planned and thought-out, great to hear the open exchange of views, listening to other points of view and Torus’ plans for the future.”

James H, LOC Member, St Helens

Use your Tenant Voice – Get Involved

If you would like to join our team of Tenant Voice volunteers who give their time to help improve our services, please contact the team by emailing TenantVoice@torus.co.uk or calling 0800 678 1894.

Find out more about getting involved here.