COVID-19 (2021)

Keep updated on services here. Thank you.

Find out more

You Said, We Did

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.