As we reflect on the past year, we’re delighted to share our Customer Annual Report for 2023/24, which highlights our continued commitment to providing good quality homes and activities which improve the communities where you live.

The report explores performance across key areas and underscores our commitment to transparency, accountability and, most importantly, our communities.

In line with our new Corporate Plan 2024-29, it highlights our focus on People and Services, Homes and Communities, and Viability and Sustainability. Key initiatives include adopting the new Tenant Satisfaction Measures, responding to the Better Social Housing Review, restructuring our Neighbourhood Teams and improving the services we deliver.

Together, we are shaping a future where everyone has access to safe, affordable housing within strong communities.

The 2023/24 report is available in the following formats:

• View online

• Torus Annual Report 2023/24 – accessible PDF version This report is available online at torus.co.uk/annualreport23_24 as an accessible PDF when you use the ReachDeck tool. Simply click the pink circle with a white stickman at the top of our website to add speech, reading and translation to all areas of our website.

• A printed version is available by request for those who are unable to access the report digitally – request yours by contacting the Torus Tenant Voice Team by calling 0800 678 1894 (Mon-Fri 8am-8pm, Sat 8am-12pm) or emailing tenantvoice@torus.co.uk by Friday, 1 November 2024.

• Printed copies will be available in our public receptions, communal areas, and supported living schemes for residents (from mid-October 2024).

• Alternative formats: You can request the report in alternative formats such as braille, large print, and a different language. Call 0800 678 1894 or emailing annualreport@torus.co.uk by 31 January 2025 and we will do our best to help.

More of what matters to you

You’ll hear a lot of customer voices in this report and the difference they make. Our involved customers review the annual report, so it is shaped by the things that matter most to you. We are always looking for ways to improve. So, if you have any suggestions email annualreport@torus.co.uk. To find out more about how you can get involved and have your say, contact our Tenant Voice team on 0800 678 1894 (Mon-Fri 8am-8pm, Sat 8am-12pm), email tenantvoice@torus.co.uk or click here.

Torus Financial Statement 2023/24

Along with the Annual Report, the Torus Financial Statement provides an open and transparent view of what we’ve achieved over the past financial year. You can download the Torus Group Financial Statement 2023/24 here (pdf).

We would like to say a huge thank you to all the fantastic customers who contributed to our 2023/24 Annual Report. Whether you posed for a photo, allowed us to share your story, or have been working with us to develop and improve our services over the years, your support is much appreciated.

We hope you enjoy reading the report and we look forward to hearing your feedback!