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Consultations, opportunities and projects

Our current consultations, opportunities and projects are listed below.

  • Give your views
  • Get involved
  • Make a difference

Updated: 11 July 2024


Torus wishes to consult with our customer on policies and services which impact you, your homes and your communities, so please let us know what you think, we are listening.

Our current consultations are available below:

Consultation Description
Link to Survey
Closing Date
Torus Service Charge Policy Review 2024

DRAFT Torus Service Charge Policy 

We are seeking the views of tenants, leaseholders, and shared owners on the new Torus Service Charge draft Policy.

Since Torus brought together Helena Homes, Liverpool Mutual Homes, and Golden Gates Housing Trust we have recognised that there are several old processes in place with different approaches in different areas. One of these processes is service charges.

Services charges are the charges applied, in addition to the rent, to customers who receive communal services. These may include things like:

  • communal cleaning
  • grounds maintenance (grass cutting and weed control)
  • communal repairs (only if you are a leaseholder/shared owner living in a block of flats)
  • on-site support (only if you live in a sheltered, supported or Extra Care scheme)

This policy seeks to standardise our approach to service charges across all Torus homes receiving communal services.


Torus propose to introduce a new Service Charge Policy. This policy is below for your consideration and comment.

This policy aims to standardise our service charge offer across all Torus properties to ensure fair, consistent, and transparent application for all those receiving communal services.

The policy

  • Seeks to ensure best value for money and that all the costs of providing communal services and communal/shared areas are recovered, in line with your tenancy agreement or lease.
  • Will introduce Service Charge booklets for each service charge payer, breaking down charges, allowing our tenants, leaseholders, and shared owners access to more information on where they live i.e., the scheme in which they live and the estate which they are part of.
  • Is proportionate, ensuring that customers only pay for the services they receive.
  • Aims to ensure affordable services for all tenants, leaseholders and shared owners no matter where they live.
  • Ensures the cost of delivering these services is recovered, Torus remains financially sustainable and able to continue to deliver key services.

Providing support

For those customers who receive full Housing Benefit, service charges are covered by Housing Benefit. But many of our tenants, leaseholders, and shared owners cover the cost of service charges themselves.

Torus recognise that there are significant financial pressures on our customers. We will procure and manage communal services efficiently to keep costs as low as possible and will offer support where this is needed to affected individuals, to look to maximise income and ease the impact of service charges where we can.

Your views on this draft policy are welcome and crucial to inform our approach to fair, consistent, and transparent service charging.

Tuesday 23 July 2024


We offer a range of opportunities to get involved and have your say at a level that suits you.  At Torus, we want the voices shaping our services to be as diverse as the communities we work in and welcome volunteers from all walks of life.

Our current opportunities are available below:

Opportunity Description How to express your interest
Different ways you can have your say CLICK HERE FOR A FULL LIST OF THE WAYS YOU CAN GET INVOLVED

Find out more by emailing or call 0800 678 1894 and ask to speak to the Tenant Voice team, who will get back to you within five working days.’

Tenant Inspector

Tenant Inspectors work with us to improve services for all tenants and leaseholders. They get an insight into our services and procedure and test our services to help shape services to meet the needs of others.

Inspect service area’s such as Rents, Antisocial Behaviour, Housing Management, Allocations have developed a committed standard of service for tenants – to test they are doing what they have committed to carrying out Mystery shopping and Inspections!

Inspections can be done from your own home or in person.

Each inspection will only take a couple of hours of your time.

To apply or to find out more call the Tenant Voice Team on 0800 678 1894 or email

Do you want to tell us more?

Please use this form to give comments on any of our services, make a service improvement suggestion or to give more feedback on our current consultation. This information goes straight to the Tenant Voice Team.

The information that you supply on our surveys are subject to the provisions of the Data Protection Act 2018. The information you provide will only be processed for the purpose for which it has been given and will not be used for any additional purposes. The purpose of this survey is to gather customer feedback to help improve services. Your responses will be stored in our secure computer systems until no longer relevant.

Key dates to get involved 

Throughout the year tenants, leaseholders and shared owners have opportunities to engage in our formal structures to inform and help improve our services and challenge performance.  

Contact us at for more information on how to get involved and join one of these events. 

Q4 2023/24
Q1 2024/25
Q2 2024/25
Q3 2024/25
Landlord Operations Committee
Wednesday 31 January 2024
Wednesday 1 May 2024
Wednesday 24 July 2024
Wednesday 30 October 2024
Scrutiny Panel

Tuesday 23 January 2024

Tuesday 19 March 2024

Tuesday 21 May 2024

Tuesday 16 July 2024

Tuesday 17 September 2024

Tuesday 19 November 2024

Tuesday 21 January 2025

Tuesday 18 March 2025

Community Investment Fund Panel
Monday 11 December 2023
Monday 18 March 2024
Monday 24 June 2024
Monday 23 September 2024
Repairs and Maintenance (including Green Initiatives/Development) Panel
Tuesday 10 October 2023
Tuesday 26 March 2024
Tuesday 25 June 2024
Tuesday 24 September 2024
Diversity and Inclusion Panel
Friday 10 November 2023

Friday 26 January 2024

Friday 19 April 2024

Friday 21 June 2024
Friday 30 August 2024
Extra Care and Sheltered Forum
Tuesday 19 December 2023
Tuesday 2 April 2024
Tuesday 2 July 2024
Tuesday 17 September 2024
Leaseholders Forum
Tuesday 7 November 2023
Tuesday 20 February 2024
Tuesday 28 May 2024
Tuesday 1 October 2024
Complaints Panel
Wednesday 17 January 2024

Wednesday 20 March 2024 

Wednesday 29 May 2024

Wednesday 21 August 2024

Wednesday 9 October 2024

Wednesday 11 December 2024

Editorial Panel
Thursday 18 January 2024

Thursday 21 March 2024

Thursday 23 May 2024

Thursday 1 August 2024

Thursday 31 October 2024

Thursday 19 December 2024

Policy Consultation Panel
Tuesday 23 January 2024

Tuesday 9 April 2024

Tuesday 2 July 2024

Tuesday 1 October 2024

Tuesday 26 November 2024

Tuesday 28 January 2025

Tenant Inspectors
As directed by Scrutiny Panel
As directed by Scrutiny Panel
As directed by Scrutiny Panel
As directed by Scrutiny Panel
Mystery Shoppers
As directed by Scrutiny Panel
As directed by Scrutiny Panel
As directed by Scrutiny Panel
As directed by Scrutiny Panel

Join Torus Talk

While you're here, why not consider joining other customers on Torus Talk?

If you would like to get involved digitally, then why not join the other customers in Torus Talk, a closed Facebook group just for Torus tenants and leaseholders. Torus Talk gives you a chance to feedback on our services, just click here to join (there is a verification process).