Updated: 5 March 2023
At Torus we aim to deliver high-quality services every time and we don’t want there to be any surprises when customers access our services.
We wish to be open and transparent about the level of service you can expect and the timescales in which you can expect to receive a response.
That’s why, by working with our involved customers, we have developed a new set of standards for the services that clearly explain what our customers can expect from us.
Our service standards are built around our customer experience principles, as part of our promise to you, we will:
- Make sure customers can access services effortlessly (at a time that is convenient for them, via appropriate channels)
- Listen and show empathy and understanding
- Recognise that every customer is an individual and respect individual needs
- Always keep our promises
- Get it right first time
- Meet our customer service standards (providing a timely response)
- Keep customers informed every step of the way
In return, we expect that you to keep to all terms within your tenancy agreement.
Read our full Customer Service Standards here (pdf) or below.
Our standards are broken down into eleven themes, based on what matters most to you:
| Customer Service Standards
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How to access this service
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Timescale
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Be accessible to answer queries |
Phone 0800 678 1894 (freephone) Email info@torus.co.uk Visit to our public receptions (currently open Monday to Friday, 9am - 5pm). Via my.torus.co.uk |
Calls answered
Respond to written communication within 10 working days. Emails automatically acknowledged immediately and responded to within 48 working hours (Monday - Friday, 9am - 8pm, Saturday 8am - 12noon) |
|
Respond to request for a call back from a specialist team where your query cannot be answered at point of contact |
Phone call from relevant team |
Acknowledge all emails within 2 working days Respond to all call back requests within 5 working days Immediately escalate and respond to queries requiring an urgent response e.g. Health & Safety or Safeguarding concerns within 1 working day |
| Neighbourhoods Service Standards
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How to access this service
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Timescale
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Respond to requests for a call back from a Neighbourhood Officer Respond to reports of fly tipping on land owned by Torus Respond to reports of offensive graffiti on property owned by Torus Respond to reports of other graffiti on property owned by Torus Respond to reports of abandoned vehicles Respond to reports of abandoned properties Respond to reports of untidy gardens Respond to requests for permission to carry out homes improvements Respond to requests to keep a pet |
Phone 0800 678 1894 (freephone) Email info@torus.co.uk Visits to our public receptions in each heartland. Via my.torus.co.uk |
Respond to all requests within 5 working days Respond to reports within 5 working days. Respond to reports within 1 working day. Respond to reports within 14 working days. Respond to reports within 5 working days. Timescale to resolve 14 working days. Respond to reports within 1 working day. Respond to reports within 5 working days. Respond to requests within 5 working days. Respond to requests within 5 working days. |
| Lettings Service Standards
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How to access this service
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Timescale
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We will only let homes which meet our published minimum lettable standard. We will let all our homes quickly We will offer a private viewing of any property offered as early as possible If the property is accepted we will invite you to a private interview and provide you with information specific to your new home. We will also explain the terms of the Tenancy agreement to you. Customer will receive a courtesy call after signing for their new home. |
Applications for Torus rented homes via relevant Allocations process: Warrington and St Helens
Liverpool
More at my.torus.co.uk |
Within 5 working days. Courtesy call within 5 working days. |
| Leasehold Service Standards - leaseholders only
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How to access this service
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Timescale
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Respond to requests to purchase more shares in your home Respond to requests to sell your home Respond to rent and service charge enquiries Process Right to Buy & Right to Acquire applications to statutory timescales Respond to any lease enquiries or tenancy management issues for Rent to Buy customers |
Phone 0800 678 1894 (freephone) Email leaseholderteam@torus.co.uk Visits to our public receptions in each heartland. Via my.torus.co.uk |
Respond to requests within 5 working days. Respond to requests within 5 working days. Acknowledge enquiry within 2 working days. Respond to enquiry within 5 working days. Respond within statutory timescales. Respond to enquiries within 5 working days. |
| Home Service Standards
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How to access this service
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Timescale
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Respond to Emergency Repairs These are faults that could seriously damage your health or the property Respond to Priority Repairs – These are not emergencies, but repairs, which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life. Respond to Routine Repairs - offer an appointment for non-emergency jobs Respond to requests for a call back from a Repairs Officer Carry out a gas safety checks Carry out an electrical safety checks Carry out water safety check for homes with stored water installations Carry out inspections of passenger lifts Provide home safety information |
Report emergency repairs 24/7 by calling 0800 678 1894. Report repairs by calling 0800 678 1894, emailing info@torus.co.uk or online using your Torus account. Report repairs by Phone (freephone) 0800 678 1894 or online appointment booking available Phone 0800 678 1894 (freephone) or email info@torus.co.uk Home visit - we will contact you directly to arrange. Home visit - we will contact you directly to arrange. Home visit - we will contact you directly to arrange. Home visit - we will contact you directly to arrange. Information provided when you move into your home |
We aim make emergency repairs safe within 4 hours and complete the job within 24 hours. We aim to complete the job within 48 hours. For all non-emergency jobs we will offer an appointment within 20 calendar days. Respond to all call back requests within 5 working days We will carry out a gas safety check annually. We will carry out an electrical safety check every 5 years. We will carry out a water safety check every 5 years. We will carry out inspections twice a year (servicing 4 times a year). Provided when you move into your home and available on Torus website. |
| Home Service Standards
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How to access this service
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Timescale
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Carry out a gas safety checks Carry out an electrical safety checks Carry out water safety check for homes with stored water installations Carry out inspections of passenger lifts Provide home safety information |
Home visit - we will contact you directly to arrange. Home visit - we will contact you directly to arrange. Home visit - we will contact you directly to arrange. Home visit - we will contact you directly to arrange. Information provided when you move into your home |
We will carry out a gas safety check annually. We will carry out an electrical safety check every 5 years. We will carry out a water safety check every 5 years. We will carry out inspections twice a year (servicing 4 times a year). Provided when you move into your home and available on Torus website. |
| Rents & Charges Service Standards
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How to access this service
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Timescale
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Respond to rent account balance and make a rent payment Respond to other rent queries which cannot be resolved at point of contact e.g. direct debit, charges, benefits |
Request by Phone (freephone) 0800 678 1894 Get your rent balance by text, text “Balance” to 07520 660 235 Use your online account or make a payment using our secure payment site: my.torus.co.uk Email info@torus.co.uk Or contact the Income Team directly. Each area has their own team, email yours directly on: • Warrington - income.management@torus.co.uk • St Helens - rent.officers@torus.co.uk • Liverpool - incomeservices@torus.co.uk |
Monday - Friday, 9am - 8pm, Saturday 8am - 12noon Respond within 4 hours Monday - Friday, 9am - 5pm, Saturday 8am - 12noon Acknowledge all emails and calls within 2 working days Respond to all call back requests within 5 working days |
| Safer Estates Service Standards
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How to access this service
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Timescale
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Respond to reports of antisocial behaviour (ASB) requiring an urgent response e.g hate crime, harassment & domestic abuse Respond to reports of general ASB e.g. noise nuisance, dog fouling |
Report any Safer Estate (ASB) concerns by calling 0800 678 1894, emailing info@torus.co.uk, using the online form on my.torus.co.uk, in person at one of our receptions or by speaking to your Neighbourhood Officer. |
Respond to urgent call back requests within 24 hours Respond to reports within 5 working days |
| Safeguarding
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How to access this service
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Timescale
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Respond to reports of safeguarding concerns |
If you have a safeguarding concern contact your local safeguarding teams within your Local Authority. If someone is in immediate danger or you believe a crime has been committed, please contact 999 immediately. |
Safeguarding Children/Adults concerns will be escalated within an hour of identification of an incident · Non urgent concerns raised for tenants/household members will be responded to within a minimum of 24 hours · Welfare concerns (e.g. safe and well checks, calls to emergency services) will be responded to immediately from point of identification. |
| Complaints Service Standards
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How to access this service
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Timescale
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Seek immediate resolution to service requests at the point of contact where possible and within 48 hours if input is required from another service area Respond to Stage 1 complaints in writing Respond to Stage 2 complaints in writing |
Report any complaints by calling 0800 678 1894, emailing info@torus.co.uk, using the online form on my.torus.co.uk or in person at one of our receptions. |
Answer calls Monday - Friday, 8am - 8pm, Saturday 8am - 12noon Acknowledge all complaints within 2 working days Respond to your complaint at Stage 1 within 10 working days Respond to your complaint at Stage 2 within 20 working days |
| Tenant Voice Service Standards
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How to access this service
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Timescale
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Respond to requests to get involved Respond to requests to join Torus Talk Facebook group Respond to requests from involved tenants |
Contact the Tenant Voice Team by emailing tenantvoice@torus.co.uk or calling 0800 678 1894. Send request on Torus Talk Facebook page: www.facebook.com/groups/TorusTalk |
Acknowledge all emails and calls within 2 working days Respond to all call back requests within 5 working days Respond to all requests within 2 working days Respond to all call back requests within 5 working days |
Going forward, our performance as a landlord will be monitored against these standards with the results being shared with customers and other stakeholders in future newsletters and our annual report. This is to show we are meeting the standards and customers are receiving what they have been promised but will also help us to improve services.
We would welcome your feedback on the standards. If you are interested in getting involved in helping Torus to improve and shape the services, you receive please email TenantVoice@torus.co.uk or visit the Tenant Voice page.
If you're not happy - we want to know about it straight away so that we can resolve things quickly for you. Find out more about making a complaint here.