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Think Family: Continuing to play our role to protect our customers and children

20 May 2024

This month, Torus continues its journey and commitment to ensuring that every adult, child and young person can live a life that is free from harm, neglect, and abuse, with the launch of our new three-year Safeguarding Strategy ‘Think Family’, which focusses on the whole family, making sure we can give the right response to children, young people and adults who may be at risk.

In 2021, following an independent full safeguarding peer review, Torus relaunched its approach to Safeguarding, with the ‘Playing Your Role’ Safeguarding Strategy set out how we will work in partnership with partners and communities to promote wellbeing and keep people safe. Focusing on, early intervention, prevention, and continuous improvement.

Cath Murray-Howard, Chief Operating Officer, said:

“The ‘Think Family’ strategy is the next step to strengthening our response and playing our role to enable people living a safe life, which is free from abuse.

“Over the last three years, we have focussed on championing and raising the profile of the revised Safeguarding approach and culture, including domestic abuse across the Torus Group.

“Safeguarding is not a simple topic, it covers a wide range of concerns, including physical, sexual, emotional, neglect, domestic abuse, financial abuse, as well as discrimination, organisational abuse, modern slavery, and self-neglect.

“I am extremely proud of how, despite its complexity, over the past three years, teams from across Torus have embraced this new approach. We have trained 1,800 colleagues and contractors to spot the signs and have seen reports of concerns from our front-line teams increase by 1118% during that time!

“I am now looking forward to the next part of our journey and build on what has already been achieved.”

The ‘Think Family’ strategy focuses on the four key principles:

  1. Giving the right response and early intervention.
  2. Think family encourages professional curiosity, considering the needs of the whole household, seeking to understand situations/homes from the eyes of the child/young person.
  3. Collaboration with our key partners to achieve positive outcomes.
  4. Learning and continuous improvements.

Kate Shone, MD for Torus Foundation and Safeguarding Children Lead for Torus Group, added:

“Some may say that ‘Professionals neglect to see neglect, but the ‘Think Family’ strategy encourages our teams to use their professional curiosity and consider the needs of the whole household.

“We have a unique position to see behind the front door and unlike some other services, have opportunity and frequent contacts with tenants and customers to allow us to identify risk and provide links to the right support.”

To support the new ‘Think Family’ strategy, we are continuing our rolling programme of Safeguarding and Domestic Abuse training, where all employees from ground level to Board all receive tailored training based on their own role within safeguarding to given them the skill to spot the signs and act appropriately.

You can view the Torus ‘Think Family’ Safeguarding Strategy 2024 - 2027 full version here (pdf.


We all have a responsibility to be alert to possible concerns and act to safeguard others in our families and communities who may be less able to protect themselves.

If you are concerned that a child, young person, or a vulnerable adult is at risk of or experiencing abuse or neglect, or you yourself are a victim of abuse, you should report it straight away so that the appropriate services can take the appropriate actions to prevent harm.

There is lots of support available, you can contact your local council if you have concerns over an adult or child. Please click here to find out the contact details, if you are not sure please contact us on 0800 678 1894 or email

Click here for support regarding domestic abuse.

No matter where you are, if you are concerned about a child (under 18), you can contact ChildLine on 0800 1111.

If you believe anyone is in immediate danger you should call 999.

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