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Improve Our Services

Improve Our Services

Have your say! We’re Listening

The decisions we make as a business have an impact on you as a customer, so it’s only right that you should have a say in what we do. That’s why we’ve signed up to the National Housing Federation’s ‘Together with Tenants’ national charter designed to give tenants greater involvement and influence over our services and activities.

Torus Tenant Voice is a set of guidelines that will shape the way we:

  • Involve you
  • Introduce greater tenant led scrutiny
  • Meet the standards set out in the charter

Your voice is important. Make sure it’s heard.

You can read the Torus Tenant Voice Strategy here.

To find out about Tenant Voice or any of the opportunities on this page email tenantvoice@torus.co.uk

Local Offers

We’re committed to delivering services to the standards you expect. Working with our residents, we’ve developed the Local Offer, which lets you know what you should expect from us.

The Local Offer covers your home, where you live, the service you receive, the support we offer and how you can have your say.

Find out more about your Local Offer here.

Want to make a difference? All you need is a voice

Whether you’re reviewing services, evaluating policies, looking at customer experience or improving our neighbourhoods, there are plenty of ways to have your say:

Landlord Operations Committee (LOC)

The LOC comprises of a number of tenant volunteers, working alongside the Board, focusing on customer service standards and performance. The group meet four times a year and full training is given. Click here to find out more about the current LOC committee members.

Scrutiny Panel

Play a critical role by monitoring the services we offer, such as gas servicing and the complaint process with a view to developing and improving them. The group meet every monthly and full training is given.

Policy Consultants

This is a one-off involvement opportunity, usually lasting a couple of hours, where you’ll review a new or existing policy this can be done at home or with others in a group. Policies for consideration could include: Neighbourhoods Policy, Tenancy Policy, Managing Anti-Social Behaviour and gives you the opportunity to shape how services are delivered.

Tenant Inspectors

Inspect our services and report on how we’re doing. This highlights strengths, weaknesses and areas for improvement. Full training is given, and you can choose how often you want to be involved and where.

Mystery Shoppers

Test our services and help us improve, you can look at variety of services like: our Contact Centre, Repairs Logging, Making Complaints, using Online Services and more.  Full training is given, and you can choose how often you want to be involved and where.

Torus Talk

The closed Facebook Group is open to all tenants and leaseholders and gives you a chance to feedback on our services. You can be as active as you like.

Feedback Surveys

We regularly send out surveys, usually when you’ve used one of our services. Completing these surveys and letting us know about your experience, plays a vital role in helping us improve. Find out more about surveys here.

Community Investment Fund Panel Member

Our charity, the Torus Foundation, helps to fund lots of different local community projects and events every year. As a panel member, you’ll review all the applications and help decide which will benefit Torus tenants and communities the most. The panel meets 4 times a year to vote and allocate funds.

Find out more in the ‘Have Your Say’ leaflet.

If you’re keen to get involved, we’d love to hear from you, email tenantvoice@torus.co.uk and we’ll get back to you.

Together with Tenants

We’re committed to strengthening the relationship we have with our residents. That’s why we’ve signed up as early adopters to the National Housing Federation’s ‘Together with Tenants’ national charter, which aims to strengthen the relationship between housing associations and their tenants and residents.

Our Tenant Voice Strategy means that we want you to have a better experience when dealing with us and the ability to shape our services.

Upcoming involvement opportunities

Scrutiny review and member recruitment

We are looking to recruit new Scrutiny Panel members to play a critical role by monitoring the services we offer, with a view to developing and improving them. If you are interested, please contact us for a chat.

Mystery Shopper and Tenant Inspector Recruitment

We are recruiting tenant volunteers to join our group of Tenant Inspectors and Mystery Shoppers. We are currently inspecting Tenant Safety Notice Boards across the 3 heartlands and making recommendations on how these can be improved. If you are interested, please contact us for a chat.

If you’re keen to get involved in any of the opportunities listed, we’d love to hear from you, email tenantvoice@torus.co.uk and we’ll get back to you.

Outcomes of your involvement

During 2020, tenants have had their say on the following:

Policy Consultations:

Policy No. of tenants consulted Outcomes
Torus Foundation I.T. Survey 42 Feedback on tenant I.T. training needs
Rechargeable Repairs 24 Policy reviewed and updated following tenant feedback
Gas Access Letters 9 Tenant panel reviewed and provided feedback on customer letters
Complaints Response Letter 33 Customer letter reviewed and updated following tenant feedback
Responsive Repairs & Maintenance 33 Policy reviewed and updated following tenant feedback
Tenant Safety Booklet 17 Tenant feedback on booklet design
Complaints policy 33 Policy reviewed and updated following tenant feedback
Grounds Maintenance policy 32 Policy reviewed and updated following tenant feedback
Safeguarding 7 Tenant feedback on safeguarding
Locality Plans 22 Feedback on draft Locality plans for three Heartlands
Complaints policy update 12 Tenant feedback on new Ombudsman guidance
Kitchen & Bathroom Standardisation 62 Tenant feedback on proposed program
Torus Annual Report 7 Tenant feedback on content and design

Summary of Tenant Feedback:

Consultation Feedback Servicce Policy Outcome Heartland Key Dates
Moss Bank Shops
Consultation on proposals temporary shops on Wythburn site in Moss Bank
Need for shops at the existing two sites on the estate. Decision made to retain existing shops on Bassenthwaite site and rebuild shops on Wythburn site subject to planning permission. St Helens Consultation Oct 2019
Decision Feb 2020
Grasmere Bins
Consultation on recently implemented bin stores in the neighbourhood following complaints from tenants.

Door to door and community event and online survey.
Need to review existing arrangement, insufficient bin capacity, location on bin stores, appearance of bin stores. Review of existing arrangements following tenant feedback. Proposal to increase capacity with installation of additional bin stores.

Long term plan to be developed with tenants and local partners to create fit for purpose waste management arrangements.
Warrington Consultation Oct 2019

Short term solution Aug/Sept 2020

Longer term solution to be delivered by March 2021
Tenant Safety Information
Tenants inspected safety notice boards in communal areas and in a range of organisations.
Tenant Safety information should be clear, simple and easy to understand. A report of tenants’ findings and recommendations submitted to Torus Asset team to assist in a review of all safety notice boards.

Your Home, Your Safety booklet developed with tenants to provide clear information on important safety issues.
All heartlands Tenant Feedback February - 2020
Annual Report
The 2018/19 Annual Report was reviewed by tenants to make recommendations for future reports.
Tenants feedback that the next report needs to be more tenant focused with information on Tenant Involvement and tenant stories, focus on anti-Social behaviour and investment in homes. The annual report has been written to reflect tenants’ feedback. Tenants have provided quotes and photographs for the new report.

Tenants will be consulted on the draft report when available.
All heartlands Annual Report to be published September 2020.
Policy Reviews
Customers consulted on customer facing policies and documents.
Polices sometimes difficult to understand. Polices updated following tenant feedback in 2018/19 include ASB, Domestic Abuse, Complaints, Tenancy, Income and Neighbourhoods Policy. All heartlands 2019/20
Tenant Voice Strategy
100 tenants involved in reviewing the tenant voice strategy through focus groups and online surveys.
Suggestions to include a wide range of involvement methods.

Request to include an objective around learning from good practice.
Strategy reviewed to incorporate all suggestions. Tenants involved in designing the promotional materials.

A promotional video was also developed in response to tenant feedback.
All heartlands Consultation July/Aug 2019.

Policy approved October 2020
Local Offers and Locality Plans
Focus groups with tenants to ensure there was a focus on tenants’ priorities.
Suggestions to focus on customer service, ASB and repairs.

Request to include Tours’ commitment to developing greenspace in locality plan. The plans need to be more visual with a summary for tenants.
The Local Offers and Locality plans have been revised to focus on tenants’ priorities All heartlands Consultation Local Offers Jan 2020, Locality Plans July 2020.

From October – December 2019, tenants have had their say on the following:

Policy Consultations:

Policy No. of tenants consulted Outcomes
Complaints Policy - Unacceptable Service Use 8 Policy reviewed and updated following tenant feedback
Tenancy Policy 8 Policy reviewed and updated following tenant feedback
Hoarding Policy 8 Policy reviewed and updated following tenant feedback
Community Fund 8 Panel members reviewed changes to the funding provided to community groups to align the process across all 3 heartlands

From April – September 2019, tenants have had their say on the following:

Policy Consultations:

Policy No. of tenants consulted Outcomes
Anti-social behaviour 55 Policy updated following customer feedback
Complaints 43 Policy updated following customer feedback
Complaints - managing unacceptable behaviour 8 Policy updated following customer feedback
Income & Debt Recovery 17 Policy updated following customer feedback
Neighbourhoods 25 Policy updated following customer feedback
Tenancy 8 No specific changes to the policy content but some minor amendments to numbering and flow of document
Torus Tenant Voice Strategy 93 Tenant Voice Strategy incorporated customer feedback and suggestions
Voids (empty properties) 17 Policy updated following customer feedback

Customer Consultation Sessions:

Engagement Event No. of tenants consulted Outcomes
Community Investment Fund Consultation 7 Customer feedback reported to Landlord Operations Committee (LOC) for consideration when approving proposed changes.
Consultation on Tenants Voice promotional materials 13 Promotional materials redesigned following tenant feedback.
Grasmere Neighbourhood Survey 34 Feedback informed investment in the area to improve greenspace and fencing.
Warrington Central Customer Feedback Survey 22 Customer feedback on improvement made in the area 86% were very or fairly satisfied with the improvements.

8 residents volunteered to become Community Champions

1 employment referal to Torus Foundation

8 customers stated they would like to be involved in improving Torus services.

Expanding digital consultation with customers – special online Q&A event with Torus CEO

As part of our on-going commitment to expanding options around digital engagement and to ensure customers are still able to have a voice throughout the lockdown, on the 23 June we held our very first, online special Q&A event for customers with Torus CEO Steve Coffey and members of the senior housing team.

The online event, gave customers the opportunity to find out about how Torus had responded to the pandemic, adapted during the lockdown period and is now reintroducing services in a controlled manner as we ease out of lockdown as well as ask questions directly to the team.

We would like to thank everyone who took the time to attend and submitted a question.

We received over 30 questions both at the event and following from customers – you will find all the responses here: https://bit.ly/2NMQAHz (pdf).

If you missed the event, you can view the video of the live event here: www.youtube.com/watch?v=HkdxEX38wfo

Again, thanks to those who attend, it was a learning experience for us, and we will continue to improve and develop our digital engagement offer over the coming months.

If you would like to get involved digitally, then why not join the other customers joining Torus Talk, a Facebook group just for Torus tenants and leaseholders: www.facebook.com/groups/TorusTalk

If you are not on Facebook or would like to find out more, contact our friendly Tenant Voice team at tenantvoice@torus.co.uk.