Overall, Tenant Satisfaction Measures 2023/24
Low Cost Rental Accommodation Results
| Satisfaction Measure | Result for 2023/24 |
| The overall service provided | 74.18% |
| The overall repairs service over the last 12 months | 76.77% |
| The time taken to complete your most recent repair | 73.18% |
| Torus provides a home that is well maintained | 75.10% |
| Torus provides a home that is safe | 79.00% |
| Torus listens to your views and acts upon them | 62.94% |
| Torus keeps you informed about things that matter to you | 72.66% |
| Torus treats me fairly and with respect | 78.51% |
| Torus's approach to complaints handling | 34.98% |
| Communal areas are kept clean and well maintained | 68.32% |
| Torus makes a positive contribution to the neighbourhood | 61.96% |
| Torus's approach to handling ASB | 59.13% |
Low Cost Home Ownership Results
| Satisfaction Measure | Result for 2023/24 |
| The overall service provided | 57.33% |
|
|
|
|
|
|
|
|
|
| Torus provides a home that is safe | 77.11% |
| Torus listens to your views and acts upon them | 36.14% |
| Torus keeps you informed about things that matter to you | 58.67% |
| Torus treats me fairly and with respect | 63.12% |
| Torus's approach to complaints handling | 22.92% |
| Communal areas are kept clean and well maintained | 52.87% |
| Torus makes a positive contribution to the neighbourhood | 39.02% |
| Torus's approach to handling ASB | 36.55% |
Management information where applicable to all properties we manage
| Management Information Measure | Result for 2023/24 |
| Homes that do not meet the Decent Home Standard | 0.5% |
| Non-emergency responsive repairs completed within timescale | 98.4% |
| Emergency responsive repairs completed within timescale | 99.7% |
| Gas safety checks | 99.9% |
| Fire safety checks | 100% |
| Asbestos safety checks | 100% |
| Water safety checks | 100% |
| Anti-social behaviour cases (per 1,000 properties) | 87.4 |
| Anti-social behaviour cases that involve hate crime (per 1,000 properties) | 2.8 |
Management information by tenure
| Management Information Measure | Low Cost Rent Accommodation | Low Cost Home Ownership
|
| Stage 1 complaints received per 1,000 homes
|
72.4 | 35.2 |
| Stage 2 complaints received per 1,000 homes
|
12.8 | 3.1 |
| Stage 1 complaints responded to within the Complaint Handling Code timescale | 84.5% | 73.2% |
| Stage 2 complaints responded to within the Complaint Handling Code timescales | 79.6% | 80% |
TSM Headline Report 2023/24
This report contains key results from the survey in respect of customers’ opinions about their homes and the services they receive.
The infographic and report are available as accessible PDFS. Where you can use the ‘Reachdeck’ tool which adds speech, reading, and translation tools to the page, making content more accessible for people with dyslexia, literacy challenges, English as a second language, and mild visual impairments.
Quarterly Tenant Satisfaction Measures: Q2 2024/25
Overall satisfaction with the service provided by Torus
Throughout the year, Customers were asked, Taking everything into account, how satisfied or dissatisfied are you with the service provided by Torus?
69.04%
Overall satisfaction with the service provided by Torus
Effective handling of complaints
Dealing with complaints is a core function of our customer service centre - we understand that having complaints acknowledged and dealt with effectively plays a huge role in the overall customer experience. We monitor and report complaint handling performance to set benchmarks and identify areas for improvement.
30.65%
satisfaction with our approach to handling complaints
15.02
number of complaints per 1,000 properties
94.59%
of stage 1 complaints responded to within target
Keeping properties in good repair
We are always working to keep our properties in good condition - it is vital our residents our proud to call their Torus property a home. Repair and maintenance issues can have a huge impact on the customer experience and are linked to health and safety concerns. It is therefore essential that we are monitoring repairs data and using it to evolve services and keep them running effectively.
73.4%
satisfaction with repairs
68.84%
satisfaction with time taken to complete most recent repair
64.07%
satisfaction that the home is well maintained
99.95%
of emergency repairs completed within target
98.64%
of non-emergency repairs completed within target
Maintaining building safety
Every tenant has the right to a safe and secure home, and it is our job to ensure that we keep buildings in line with statutory health and safety requirements and beyond. Building safety is in the spotlight like never before due to the Building Safety Bill (2022) and Social Housing White Paper pushing Landlords to step up our approach. We monitor and report the following indicators to provide assurances that essential activities are being carried out successfully.
72.3%
satisfaction that a tenants home is safe
100%
of asbestos surveys and checks delivered within target
100%
of fire risk assessments completed within target
99.83%
of properties with a valid Landlords Gas Safety Record
100%
of legionella checks and tests completed within target
100%
of lift services and safety checks completed within target
Respectful and helpful engagement
Tenants are at the heart of everything we do, and it is essential that customers feel respected and heard when engaging with us. We need tenants to know that we are here for them when they need us and that we are listening to and acting of feedback. We also want customers to find is easy to make contact and talk with us. We monitor and analyse the below indicators to understand the effectiveness of our engagement channels and shape services.
56.04%
satisfaction that we listen to tenant views and act upon them
67.29%
satisfaction that we keep tenants informed about things that matter
73.11%
agreement that we treat tenants fairly and with respect
68.44%
of customers feel Torus are easy to deal with
Responsible neighbourhood management
In addition to great homes, it is also our responsibility to ensure our neighbourhoods are clean, safe and conducive to community wellbeing. We have a range of teams whose actions contribute towards achieving this, from our dedicated Neighbourhood Officers to our ASB Team. We monitor and evaluate the below indicators to gauge how residents feel about our estates and ensure our community-facing services are running effectively.
60.24%
satisfaction that we keep communal areas clean and well maintained
53.29%
satisfaction that we make a positive contribution to neighbourhoods
52.88%
satisfaction with our approach to handling anti-social behaviour