These low cost rental customer results cover:
Overall satisfaction with the service provided by Torus
Keeping properties in good repair
Maintaining Building Safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management
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.
73.8%
overall satisfaction
down from 74.2% in 2023/24
TP01
Keeping properties in good repair
We want all our properties to be in good condition. It is really important that we monitor the data about the repairs we complete on your homes. We use the data to improve our services and keep them running effectively.
76.3%
satisfaction with repairs
down from 76.8% in 2023/24
TP02
73.7%
satisfaction with time taken to complete most recent repair
up from 73.2% in 2023/24
TP03
72.8%
satisfaction that the home is well maintained
down from 75.1% in 2023/24
TP04
0.2%
of homes that do not meet the decent homes standard
down from 0.5% in 2023/24
RP01
99.9%
of emergency repairs completed within target
Up from 99.7% in 2023/24
RP02
97.5%
of non-emergency repairs completed within target
down from 98.5% in 2023/24
RP02
Maintaining building safety
Everyone deserves a safe and secure place to call home. As your landlord, it is our responsibility to make sure our buildings not only meet statutory health and safety standards but also exceed them.
We monitor and report the following indicators to reassure you that essential safety checks are being completed.
78.9%
satisfaction that we provide a home that is safe
down from 79% in 2023/24
TP05
99.9%
of properties with a valid Landlords Gas Safety Record*
same as 2023/24
BS01
100%
of fire risk assessments completed within target*
same as 2023/24
BS02
100%
of asbestos surveys and checks delivered within target*
same as 2023/24
BS03
100%
of legionella checks and tests completed within target*
same as 2023/24
BS04
98.3%
of lift services and safety checks completed within target*
down from 100% in 2023/24
BS05
* These are a combination of low cost rental and home ownership results
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 want you to feel informed about the things that matter to you and that we act on your feedback.
62.2%
satisfaction that we listen to tenant views and act upon them
down from 62.9% in 2023/24
TP06
71.9%
satisfaction that we keep tenants informed about things that matter
down from 72.7% in 2023/24
TP07
77.7%
agreement that we treat tenants fairly and with respect
down from 78.5% in 2023/24
TP08
Effective handling of complaints
We try hard to provide the right services, at the right time, in the right place. But we also understand that there are times when you might not be satisfied.
If you make a complaint, we understand that having your views heard and resolved satisfactorily plays a part in your overall customer experience.
We monitor and report complaint-handling performance to set benchmarks and identify areas for improvement.
37.1%
satisfaction with our approach to handling complaints
up from 35.0% in 2023/24
TP09
57.8
number of stage 1 complaints per 1,000 properties
down from 72.4 in 2023/24
CH01
93.8%
number of stage 1 complaints responded to within target
up from 84.5% in 2023/24
CH02
17.0
number of stage 2 complaints per 1,000 properties
up from 12.8 in 2023/24
CH01
98.5%
Number of stage 2 complaints responded to within target
up from 79.6% in 2023/24
CH02
Responsible neighbourhood management
At Torus, our mission is to grow stronger communities, and that starts in your neighbourhoods. It is our responsibility to ensure our neighbourhoods are clean, safe and promote community wellbeing.
Your feedback helps us understand how you feel about our estates and make sure our community-facing services are running effectively.
64.5%
satisfaction that we keep communal areas clean and well-maintained
down from 68.3% in 2023/24
TP10
58.9%
satisfaction that we make a positive contribution to neighbourhoods
down from 62.0% in 2023/24
TP11
59.0%
satisfaction with our approach to handling anti-social behaviour
down from 59.1% in 2023/24
TP12
89.7
anti-social behaviour cases per 1,000 properties *
up from 87.4 in 2023/24
NM01
2.8
anti-social behaviour cases that involve hate crime per 1,000 properties *
same as 2023/24
NM02
* These are a combination of low cost rental and home ownership results
Quarterly results
Every quarter, we publish our latest TSM results to allow us to better understand our customers and the service we are providing them.
| TSM | TSM Question | Q1 2024/25 | Q2 2024/25 | Q3 2024/25 | Q4 2024/25 |
| TP01 | Overall service provided | 72.0%
|
69.0%
|
73.0%
|
82.3%
|
| TP02 | The overall repairs service over the last 12 months
|
74.4%
|
73.4%
|
75.5%
|
82.9%
|
| TP03 | The time taken to complete your most recent repair
|
70.3%
|
68.8%
|
73.6%
|
83.3%
|
| TP04 | Torus provides a home that is well maintained
|
73.2% | 64.1% | 73.4% | 81.5% |
| TP05 | Torus provides a home that is safe
|
78.4% | 72.3% | 79.5% | 86.3% |
| TP06 | Torus listens to your views and acts upon them
|
59.3% | 56.0% | 62.3% | 72.5% |
| TP07 | Torus keeps you informed about things that matter to you
|
70.5% | 67.3% | 70.5% | 80.1% |
| TP08 | Torus treats me fairly and with respect
|
76.8% | 73.1% | 77.6% | 84.5% |
| TP09 | Torus's approach to complaints handling
|
34.4% | 30.7% | 38.6% | 47.1% |
| TP10
|
Communal areas are kept clean and well maintained
|
61.8% | 60.2% | 64.1% | 72.8% |
| TP11
|
Torus makes a positive contribution to the neighbourhood
|
56.9% | 53.3% | 59.0% | 67.7% |
| TP12
|
Torus's approach to handling ASB
|
55.5% | 52.9% | 59.9% | 69.4% |
| TSM | TSM Question | Q1 2023/24 | Q2 2023/24 | Q3 2023/24 | Q4 2023/24 |
| TP01 | Overall service provided | 76.7%
|
77.4%
|
76.1%
|
67.8%
|
| TP02 | The overall repairs service over the last 12 months
|
79.9%
|
79.12%
|
79.3%
|
70.8%
|
| TP03 | The time taken to complete your most recent repair
|
77.4%
|
75.4%
|
75.8%
|
66.5%
|
| TP04 | Torus provides a home that is well maintained
|
78.6% | 78.5% | 78.6% | 66.4% |
| TP05 | Torus provides a home that is safe
|
81.0% | 82.3% | 82.0% | 71.9% |
| TP06 | Torus listens to your views and acts upon them
|
66.5% | 65.7% | 65.3% | 55.7% |
| TP07 | Torus keeps you informed about things that matter to you
|
77.8% | 73.4% | 74.4% | 66.4% |
| TP08 | Torus treats me fairly and with respect
|
80.0% | 80.9% | 80.4% | 73.5% |
| TP09 | Torus's approach to complaints handling
|
34.8% | 39.0% | 35.6% | 32.0% |
| TP10
|
Communal areas are kept clean and well maintained
|
73.0% | 72.9% | 72.4% | 57.8% |
| TP11
|
Torus makes a positive contribution to the neighbourhood
|
67.7% | 62.4% | 65.8% | 54.4% |
| TP12
|
Torus's approach to handling ASB
|
64.2% | 59.2% | 61.7% | 53.3% |
Learn more about TSMs
View Low cost home ownership results