The Tenant Satisfaction Measures (TSM) make it easier for social housing tenants to understand how landlords are performing against the key services that matter most.
All landlords with more than 1,000 social housing properties are required to submit their TSM results to the Regulator of Social Housing.
Your opinions are important to us, and Tenant Satisfaction Measures help us to understand how satisfied our tenants and leaseholders are with their homes and the service we provide.
Feedback to this survey is extremely valuable and will help to inform future decision making.
The five key themes are:
Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management
Our Tenant Satisfaction Measures 2024/25
Low Cost Rental Accommodation (LCRA)
73.8%
Customer satisfaction for our low cost rental customers
Low Cost Home Ownership (LCHO)
58.5%
Customer satisfaction for our low cost homeownership customers
What are the Tenant Satisfaction Measures?
There are 22 tenant satisfaction measures, covering 5 areas.
Some measures take data we have, like how many gas safety checks we have completed, and others use information we gather through surveys by Acuity with our tenants and customers, like how satisfied you are with Torus as a landlord.
What you will be asked:
- How satisfied you are with our repairs service
- How satisfied you are with time taken to complete your most recent repair
- How satisfied you are that the home is well maintained
The figures we report:
- The number of homes that do not meet the Decent Homes Standard
- The number of repairs completed within target timescale
What you will be asked:
- How satisfied you are that your home is safe
The figures we report:
- Gas safety checks
- Fire safety checks
- Asbestos safety checks
- Water safety checks
- Lift safety checks
What you will be asked:
- How satisfied you are that we listen to tenant views and act upon them
- How satisfied you are that we keep tenants informed about things that matter to them
- If you think we treat tenants fairly and with respect
What you will be asked:
- How satisfied you are with our approach to handling complaints
The figures we report:
- Number of complaints relative to our size as landlord
- Number of complaints responded to within Complaint Handling Code timescales
What you will be asked:
- How satisfied you are that we keep communal areas clean and well maintained
- How satisfied you are that we make a positive contribution to neighbourhoods
- How satisfied you are with our approach to handling anti-social behaviour
The figures we report:
- Number of anti-social behaviour cases relative to our size as landlord
As well as the 12 TSM questions, you will be asked the following to help us better understand your needs:
- Satisfaction with how easy we are to deal with
- How often you use the internet or online services
- If there is anything preventing you from creating and using an online account with Torus
- How would you prefer to be contacted by Torus
- How concerned are you personally about the cost of living crisis
To learn more about the tenant satisfaction measures, or to read the Regulator of Social Housing’s EasyRead document, visit www.gov.uk
Tenant Satisfaction Measures survey
The Tenant Satisfaction Measures survey is designed to help us understand how our customers feel about the services we provide.
We use our trusted third-party provider, Acuity, to ask our customers a structured set of questions. These questions include 12 of the Tenant Satisfaction Measures, covering five themes: repairs, maintenance, customer service, handling complaints, and neighbourhoods.
The survey allows you to share your thoughts, concerns, and overall impressions, helping us gain valuable insights into what is working well and where improvements may be needed.
You may be contacted by phone or email to complete the survey. Additional details about this and the survey itself are below.
Tenant Satisfaction Measures survey frequently asked questions
Tenant Satisfaction Measures (TSM) were introduced by the Regulator of Social Housing as a way of comparing landlords and making sure tenants and leaseholders are receiving high levels of service.
All landlords with more than 1,000 social housing properties are required to submit their TSM results to the Regulator of Social Housing.
Your opinions are important to us, and Tenant Satisfaction Measures help us to understand how satisfied our tenants and leaseholders are with their homes and the service we provide.
Feedback to this survey is extremely valuable and will help to inform future decision making.
Some of the measures we will report directly to the regulator, using our internal data and reporting tools.
For the 12 customer perception measures, plus our additional questions to help us get a better understanding of you, our trusted third party, Acuity, will conduct a customer feedback survey by email (25%) and telephone (75%).
Surveys are carried out throughout the year with a sample of customers chosen at random to take part.
To make sure we collect views from a range of tenants and leaseholders, and to meet the Regulator's requirements, quotas are set for types of tenure, age groups and locations. This includes customers in general needs homes, supported schemes and homes for older people. We also survey a sample of our Shared Ownership customers.
A version of the survey is completed with a sample of leaseholders, which takes place each Autumn.
We would very much appreciate you taking part if contacted, but you have the right to say no if you don't want to.
Yes – the survey is being ran by Acuity, on behalf of Torus. Acuity Research & Practice (Acuity) provide tenant satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their residents through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 26 years.
Acuity will contact you either by phone or email.
Phone calls will come from 0151 947 0191.
Emails will come from acuity@arap.co.uk
Acuity will call between 9am and 8pm Monday to Friday and between the hours of 10am and 6pm on Saturday.
Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voicemail system kicks in, to ensure tenants with mobility issues are given sufficient time to get to the phone.
Acuity, our independent provider, will ask questions about a number of services we deliver to our customers. This might include repairs, antisocial behaviour and communal cleaning.
We recognise that some of these topics may be quite sensitive so, should you wish, Acuity can keep your responses completely confidential. However, if there are any questions which you would prefer not to answer please let the interviewer know. We will never include anything in our reports that could personally identify an individual.
A full list of the questions asked is included in our TSM Methodology Statement.
If Acuity calls you to complete a survey, they will keep the conversations brief to minimise disruption to your day. However, it is your opportunity to share your opinions, so this can be dictated by you.
The surveys are strictly confidential. If you wish your feedback to remain anonymous, your results can be returned to Torus without your name attached.
Acuity is a company partner member of the Market Research Society and is registered with the Information Commissionaires Office. In line with the Data Protection Act, Acuity is not permitted to release any details to any other organisation.
Under the Data Protection Act, Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent to do so.
Acuity also holds ISO20252:2019, which is the quality standard for market research companies.
To learn more about Acuity, visit www.arap.co.uk
You don’t have to complete the survey. It is not mandatory. However, we value your feedback.
If you would like to opt out of the survey and not receive any reminders, please contact our Performance and Risk Team:
- Call 0800 678 1894
- Email surveys@torus.co.uk.
We will use the results from the survey to inform our service improvement priorities.
Where your responses highlight particular service areas for improvement, we will take that into account when planning our work and setting priorities for the coming year.
Making a difference
The Tenant Satisfaction Measures help shape the decisions we make at Torus. We continually strive to improve your homes and the service we provide, and feedback from the Tenant Satisfaction Measures survey helps us to understand what we are doing right and where we need to improve.
Learn more about the changes we are making below.
- We have completed stock condition surveys on 95% of our homes as of June 2025. That's 36,500 properties. These surveys help us plan our future work programmes.
- We have introduced a dedicated team to manage reports of damp and mould and respond quickly to the most urgent cases.
- We know that clear communication about repairs to your home is important, so we are looking at how we can keep you better informed about what we are doing and when.
- We may need access to your home to complete repairs. Sometimes, we can't get into homes to carry out the repair work. We are examining the reasons why we cannot access homes when we have an appointment and exploring ways to reduce this issue.
- 99.8% of Torus properties meet the Decent Home standard at the end of March 2025.
- We have improved our systems and recording for Fire Risk Assessments, Asbestos, Water Safety and Lift Safety. This means we can monitor these areas very closely and ensure that we can follow up on actions quickly and efficiently.
- 99.9% of our homes have had a Landlord Gas Safety Record (Gas Service) completed. Where we haven’t be able to complete this essential safety check, we are working closely with our legal team to make sure we can get into the property.
- We are improving our Customer Hub experience by:
- Making changes to our IT systems to minimise technical disruptions and reduce your waiting times
- Exploring how we can resolve your issues the first time you contact us
- Extending our opening hours, so you can speak to a member of our team in the evenings and on Saturday mornings.
- To make it easier for you to access the support you need, we have refreshed our online portal and are working towards improving it further
- We publish our Tenant Satisfaction Measures based on an approach we have carefully agreed with our involved tenants. We also publish our results on our website every quarter.
- We have strengthened our Customer Resolution team, and they are now dealing with most types of complaints to ensure quality and consistency in our responses.
- We hold regular complaints Learning Circles with colleagues across the Torus Group.
- We have launched the Rapid Resolution Team in our Customer Hub to resolve service enquiries quickly.
- We have significantly improved the percentage of complaints we respond to within the target timescale. We know we need to respond to complaints more quickly, so we are focussing on this area for improvement for 2025/2026.
- We have created a robust Service Improvement Plan to continue improving our complaint handling and prevent dissatisfaction with our services.
- Our new Neighbourhood model, which gives our Neighbourhood Officers smaller patch sizes, allows our teams to build stronger relationships with our tenants.
- We have an ambitious aim for every tenant to have a visit from a Neighbourhood Officer at least every 3 years
- We are working on unique plans for each of our neighbourhoods, which will allow our Neighbourhood Officers to focus on what matters most to our customers
- We are continuing to deliver Neighbourhood Impact Days
- We are working with Torus Developments to identify opportunities to enhance the surrounding areas when new developments are planned
- We are reviewing our anti-social behaviour procedures to give colleagues clear guidance and promote best practice
Low Cost Rental Accommodation Results
Low Cost Home Ownership Results
How to get involved
Our perfomance
Our Tenant Satisfaction Measures Results
| TSM | TSM Question | Low cost rental 24/25 | Low cost ownership 24/25 | Combined results |
| TP01 | The overall service provided
|
73.8% | 58.5% | N/A |
| TP02 | The overall repairs service over the last 12 months
|
76.3% | N/A | N/A
|
| TP03 | The time taken to complete your most recent repair
|
73.7% | N/A
|
N/A
|
| TP04 | Torus provides a home that is well maintained
|
72.8% | N/A
|
N/A
|
| RP01 | Homes that do not meet the Decent Home Standard
|
0.2% | N/A
|
N/A
|
| RP02 | Non-emergency responsive repairs completed within timescale
|
97.5% | N/A
|
N/A
|
| RP02 | Emergency responsive repairs completed within timescale
|
99.9% | N/A
|
N/A
|
| TP05 | Torus provides a home that is safe
|
78.9% | 80.2% | N/A
|
| BS01 | Properties with a valid Landlords Gas Safety Record
|
N/A
|
N/A
|
99.9% |
| BS02 | Fire risk assessments completed within target
|
N/A
|
N/A
|
100% |
| BS03 | Asbestos surveys and checks delivered within target
|
N/A
|
N/A
|
100%
|
| BS04 | Legionella checks and tests completed within target
|
N/A
|
N/A
|
100%
|
| BS05 | Lift services and safety checks completed within target
|
N/A
|
N/A
|
98.3% |
| TP06 | Torus listens to your views and acts upon them
|
62.2% | 42.0% | N/A
|
| CH01 | Stage 1 complaints received per 1,000 homes
|
57.8 | 40.0 | N/A
|
| CH01 | Stage 2 complaints received per 1,000 homes
|
17.0 | 12.5 | N/A
|
| CH02 | Stage 1 complaints responded to within the Complaint Handling Code timescales
|
93.8% | 92.2% | N/A
|
| CH02 | Stage 2 complaints responded to within the Complaint Handling Code timescales
|
98.5% | 87.5% | N/A
|
| TP07 | Torus keeps you informed about things that matter to you
|
71.9% | 55.2% | N/A
|
| TP08 | Torus treats me fairly and with respect
|
77.7% | 60.9% | N/A
|
| TP09 | Torus's approach to complaints handling
|
37.1% | 24.8% | N/A
|
| TP10 | Communal areas are kept clean and well maintained
|
64.5% | 40.7% | N/A
|
| TP11 | Torus makes a positive contribution to the neighbourhood
|
58.9% | 44.3% | N/A
|
| TP12 | Torus's approach to handling ASB
|
59.0% | 37.3% | N/A
|
| NM01 | Anti-social behaviour cases (per 1,000 properties)
|
N/A
|
N/A
|
89.7 |
| NM02 | Anti-social behaviour cases that involve hate crime (per 1,000 properties)
|
N/A
|
N/A
|
2.8 |
| TSM | TSM Question | Low cost rental 23/24 | Low cost ownership 23/24 | Combined results |
| TP01 | The overall service provided
|
74.2% | 57.3% | N/A
|
| TP02 | The overall repairs service over the last 12 months
|
76.8% | N/A | N/A
|
| TP03 | The time taken to complete your most recent repair
|
73.2% | N/A
|
N/A
|
| TP04 | Torus provides a home that is well maintained
|
75.1% | N/A
|
N/A
|
| RP01 | Homes that do not meet the Decent Home Standard
|
0.5% | N/A
|
N/A
|
| RP02 | Non-emergency responsive repairs completed within timescale
|
98.5% | N/A
|
N/A
|
| RP02 | Emergency responsive repairs completed within timescale
|
99.7% | N/A
|
N/A
|
| TP05 | Torus provides a home that is safe
|
79.0% | 77.1% | N/A
|
| BS01 | properties with a valid Landlords Gas Safety Record
|
N/A
|
N/A
|
99.9% |
| BS02 | Fire risk assessments completed within target
|
N/A
|
N/A
|
100% |
| BS03 | asbestos surveys and checks delivered within target
|
N/A
|
N/A
|
100%
|
| BS04 | legionella checks and tests completed within target
|
N/A
|
N/A
|
100%
|
| BS05 | lift services and safety checks completed within target
|
N/A
|
N/A
|
100% |
| TP06 | Torus listens to your views and acts upon them
|
62.9% | 36.1% | N/A
|
| CH01 | Stage 1 complaints received per 1,000 homes
|
72.4 | 35.2 | N/A
|
| CH01 | Stage 2 complaints received per 1,000 homes
|
12.8 | 3.1 | N/A
|
| CH02 | Stage 1 complaints responded to within the Complaint Handling Code timescales
|
84.5% | 73.2% | N/A
|
| CH02 | Stage 2 complaints responded to within the Complaint Handling Code timescales
|
79.6% | 80.0% | N/A
|
| TP07 | Torus keeps you informed about things that matter to you
|
72.7% | 58.7% | N/A
|
| TP08 | Torus treats me fairly and with respect
|
78.5% | 63.1% | N/A
|
| TP09 | Torus's approach to complaints handling
|
35.0% | 22.9% | N/A
|
| TP10 | Communal areas are kept clean and well maintained
|
68.3% | 52.9% | N/A
|
| TP11 | Torus makes a positive contribution to the neighbourhood
|
62.0% | 39.0% | N/A
|
| TP12 | Torus's approach to handling ASB
|
59.1% | 36.6% | N/A
|
| NM01 | Anti-social behaviour cases (per 1,000 properties)
|
N/A
|
N/A
|
87.4 |
| NM02 | Anti-social behaviour cases that involve hate crime (per 1,000 properties)
|
N/A
|
N/A
|
2.8 |