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Tenant Inspectors

Updated: 5 August 2021


Tenant Inspectors (TIs) work with us to improve services for all tenants and leaseholders.

They get an insight into our services and procedure and test our services to help shape services to meet the needs of others.

We have 28 Tis  who conduct mystery shopping on our services and report on how we’re doing and then feedback on what they find.

The report highlights strengths, weaknesses and areas for improvement.

Full training is given, and you can choose how often you want to be involved and where.


The role and training

  • Inspections can be done from your own home, as some inspections are over the phone or are online.
  • Each inspection will only take a couple of hours of your time.
  • Full training and equipment if needed will be provided – we will also support you to get online and improve your digital skills!
  • Reasonable out of pocket expenses are covered.

We understand that not everyone has the right equipment or skills to volunteer their time virtually, so Torus Foundation has been commissioned by Tenant Voice to provide help to customers who would like to let involved to improve their digital skills and access equipment.  Find out more below.


Calendar: Tenant Inspection Programme 2021

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.

The TI programme is to test these Local Offer commitments to make sure we are doing what we should be.  TI’s provide feedback on service quality and customer experience, identifying good and poor service and make recommendation for service improvements.


Download Tenant Inspection Programme 2021 here (pdf).


What it involves?

  • Each month a Local Offer commitment will be tested by Tenant Inspectors. 
  • All tests will be completed by individual inspectors from across the 3 heartlands.
  • Findings from the inspections will be collated by the Tenant Voice team.
  • Tenant Inspectors will receive a copy of the report and have the opportunity to provide feedback through a virtual meeting or by email.
  • The finding of the inspection will be shared with service leads.
  • A summary of inspections will be presented to Landlord Operations Committee each quarter and published on the Torus Website.


Tenant Inspector Reports

Here are the summary reports (pdf) from recent Tenant Inspections, find out what the TI’s found, what they recommended and what changes were made.


Safer Estate / Anti-social behaviour (ASB)- Tenant Inspectors Report (March 2021)

You Said
We Did
Standardise ASB information across all landlord websites – in regard to accessing information, up-to-date documents and information.
Torus are currently working on a new landlord website for all Torus customers, this has been included into the scope for the new website.

In the short term, current websites have been checked for consistency.
Customer hub advisors should have refresher training or standard scripts needed for information giving only.
Feedback has been provided to the Customer Hub who have organised training and additional guidance for staff.
Clear timescales and procedures should be given to tenants when advisor takes report of ASB and tenants should be advised how to access a copy of the ASB policy.
Feedback has been provided to the Customer Hub who have organised training and additional guidance for staff.
To include a statement about confidentiality on ASB letters.
Following changes to the ASB service new ASB standard letters are in development.
View the full report here (pdf)


Rents/Income Service and Service Charges - Tenant Inspectors Report Summary (April 2021)

You Said
We Did
Create a single website for all Torus customers with a clear link on the home page for those struggling to pay their rent.

The website to have a facility to speak to a member of the Rent Team direct from website particularly for people with a sight impairment.
Torus are currently working on a new landlord website for all Torus customers, this has been included into the scope for the new website.

The new website is looking at the options of website live chat, however this would be with Torus Customer Hub staff, as rents team members are generally not desk based.
To introduce easy read version of letters for people with disability as can be too much information on one page.
All feedback on letters have been passed to service leads to review and ensure communication in clear and accessible. Torus is setting up a Diversity & Inclusion Tenant Panel to ensure we listen to tenants’ views and help improve services.
Put marker on a person’s account to show they have a disability so that any letters that go to them are in a way they can understand.
Torus collects information on tenant’s communication preferences. We aim to ensure all information is clear, easy to understand and free from jargon. Tenants support us in reviewing customer facing documents and providing feedback.
View the full report here (pdf)


Looking After Your Home / Safety - Tenant Inspectors Report Summary (June 2021)

You Said
We Did
Create a single website for all Torus customers which is easy to navigate and find information on safety.
Torus are currently working on a new landlord website for all Torus customers, this has been included into the scope for the new website.
To put the Torus contact details at the front of the ‘Your Home, Your Safety’ guide.
Guide will be updated for version 2.
View the full report here (pdf)


Interested in becoming a Tenant Inspector?

If you would like to join our team of Tenant Inspectors, or just find out about becoming a Tenant Voice volunteer, please contact the Tenant Voice Team by emailing TenantVoice@torus.co.uk or calling 0800 678 1894.


Digital skills

If you do not have the right equipment or skills to volunteer your time virtually, but would like to get involved, please call Tenant Voice to discuss or you can speak to Torus Foundation directly on 0300 123 5809 or email info@torusfoundation.org.uk who can help build your skills and confidence online.