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Customer Service Standards
Torus Customer Service Standards and Customer Experience Principles
- Make sure customers can access services effortlessly (at a time that is convenient for you, 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
- Customer service, responsiveness and accessible information
- Living in your neighbourhood
- Letting homes
- Leaseholders
- Repairs and maintenance
- Safety in your home
- Paying your rent
- Anti-social behaviour and safer estates
- Keeping you safe (safeguarding)
- Complaints and feedback
- Tenant Voice – giving your views
Added: 12 July 2022
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:
Our standards are broken down into eleven themes, based on what matters most to you:
In return, we expect that you to keep to all terms within your tenancy agreement.
Read our full Customer Service Standards here (pdf)
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. To find out more about making a complaint here.
Added: 12 July 2022
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 you, 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
Our standards are broken down into eleven themes, based on what matters most to you:
- Customer service, responsiveness and accessible information
- Living in your neighbourhood
- Letting homes
- Leaseholders
- Repairs and maintenance
- Safety in your home
- Paying your rent
- Anti-social behaviour and safer estates
- Keeping you safe (safeguarding)
- Complaints and feedback
- Tenant Voice – giving your views
In return, we expect that you to keep to all terms within your tenancy agreement.
Read our full Customer Service Standards here (pdf)
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. To find out more about making a complaint here.