Regulator of Social Housing Grading
The Regulator of Social Housing inspects social housing providers, like Torus, every 4 years. This inspection looks at governance, viability and consumer standards.
Housing providers are graded on a scale of 1 to 4, with 1 being the most compliant and 4 being the least. In May 2025, Torus was graded G1, V1, and C2 by the Regulator. In April 2026, the Regulator confirmed Torus has moved from C2 to C1 and now holds the highest ratings across all regulatory areas: C1 for consumer, G1 for governance and V1 for financial viability.
Governance
G1
Viability
V1
Consumer
C1
Tenant Satisfaction Measures
Here you can see how well we are operating against key performance indicators set by ourselves and external regulators. The Tenant Satisfaction Measures (TSM) are used to ensure we deliver quality services and identify areas for improvement.
Our Reports
We’re proud of our work and achievements, but we don’t expect others to take our word for it. We’re a transparent organisation that’s honest about its successes and areas where we could do better. Each year we publish reports and a wide range of other content that shines a light on our work and how we’re performing.
Our performance dashboard
99.24%
of emergency repairs completed in target
90.6%
of non-emergency repairs completed in target
9.75 days
average time to complete a responsive repair
91.58%
satisfaction with a specific repair
98.84%
stage 1 complaints responded to within the Complaint Handling Code timescales
100%
stage 2 complaints responded to within the Complaint Handling Code timescales
82.98%
calls answered
402 seconds
average call wait time
95.88%
ASB first contact completed in target
11
evictions
99.85%
homes meeting the Decent Homes Standard
99.97%
of properties with a valid Landlords Gas Safety Record
98.58%
of properties with up-to-date electrical servicing
100%
of communal lifts with up-to-date safety checks
100%
of properties with up-to-date water safety checks
100%
of properties with up-to-date fire safety checks
100%
of communal areas with up-to-date asbestos safety checks
|
Measure |
Q1 |
Q2 |
Q3 |
Q4 |
|
Emergency repairs completed in target |
99.24% |
|
|
|
|
Non-Emergency repairs completed in target |
90.48% |
|
|
|
|
Average days to complete a responsive repair (emergency and non-emergency) |
9.75 days |
|
|
|
|
Satisfaction with repairs service received on this occasion |
91.58% |
|
|
|
|
Stage 1 complaints responded to within the Complaint Handling Code timescales |
98.84% |
|
|
|
|
Stage 2 complaints responded to within the Complaint Handling Code timescales |
100% |
|
|
|
|
% Calls answered day time service |
82.98% |
|
|
|
|
Average call wait time in seconds |
401.67 |
|
|
|
|
Anti-social behaviour first contact completed in target |
95.88% |
|
|
|
|
Number of evictions |
11 |
|
|
|
|
Properties Meeting the Decent Homes Standard |
99.85% |
|
|
|
|
Gas servicing (domestic dwellings) % |
99.97% |
|
|
|
|
Electrical servicing (domestic dwellings) % |
98.58% |
|
|
|
|
Lift safety checks (communal lifts) |
97.47% |
|
|
|
|
Water safety checks % |
100% |
|
|
|
|
Fire Safety checks % |
100% |
|
|
|
|
Asbestos safety checks (communal areas) % |
100% |
|
|
|