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.
25.9
average number of monthly complaints per 1,000 properties
88.7%
of 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.
74.4%
of customers satisfied with repairs and maintenance services
98.6%
of unplanned 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.
83.2%
of tenants satisfied that their home is safe
94.5%
of asbestos surveys and checks delivered within target
100%
of fire risk assessments completed within target
99.8%
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.
65.9%
of customers feel Torus listen to tenant views and act upon them
79.6%
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.
66.2%
of customers satisfied that Torus makes a positive contribution to neighbourhoods
70.6%
of customers are satisfied that communal areas are clean and well maintained
93.2%
of anti-social behaviour contacts completed with target
63.6%
of tenants satisfied with handling of anti-social behaviour