Torus tenant and involved customer, James from Haydock, along with 12 other tenant volunteers attended the CIH Housing 2022 Exhibition, Europe’s largest housing festival and annual conference, with James taking the stage, to take part in the Effective Complaint Handling Panel with the Housing Ombudsman.

Accompanied by the Tenant Voice team, 13 involved ‘Tenant Voice’ tenants from across all three Torus heartland attended the event in Manchester, which brings together the housing sector together to drive forward collectively.

The Effective Complaint Handling Panel, looked at how housing organisations can improve their response and handling of complaints, to maintain good relationships and reputation, whilst listening to what changes would tenants like to see in the complaints handling process and ensuring their voices are heard and acted upon.

James, who is a member of the Torus Landlord Operations Committee and Tenant Diversity & Inclusion Panel, told the panel and the audience about how he had been involved as a tenant in helping to shape and improve how complaints are dealt with at Torus.

Talking about the day and taking part in the panel, James said:

“It was a great experience and opportunity. I found it a really useful and insightful day of learning and understanding regarding the housing sector and its future. Thanks to Torus for taking us all along.”

In addition to taking part in the panel, Torus tenants were able to visit all the stands, talking to exhibitors and grilling them on the products they were showcasing. The group also got to spend time and ask questions to the Torus’s new Group Housing Director, Paul Warburton and Regional Housing Director, Jan Calland.

Janine Greenall, Torus Service Lead Tenant Voice, added:

“It was great to be able to take so many of our involved customers to the conference and see their growing confidence and using their tenant voice to challenge us, to ask for more information to enable them to have greater knowledge and understanding, so they can improve services for all Torus customers.”

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. To find out more contact the Tenant Voice team on 0800 678 1894 (Monday – Friday, 8am-5pm), email tenantvoice@torus.co.uk or visit the Tenant Voice page.