As the largest affordable housing provider in the North West, Torus is delighted to have been awarded the Customer Service Excellence (CSE) Standard.

The accreditation was awarded to Torus’ landlord and corporate core services following a rigorous assessment from external assessors, confirming the social landlord has its customers at its core.

Paul Warburton, Group Housing Director, said:

“Our customers are at the heart of everything we do. The feedback we get from our tenants, whether that's from speaking to them in their neighbourhoods or through our tenant involvement panels, helps us understand what we’re doing well and, more importantly, the changes we can make to improve our service.

“We are all about growing stronger communities, so it’s great that our partnership working with police, councils and community organisations was highlighted in the report as an area where we’re going the extra mile.

“I am beyond proud of the work our teams do to make sure our customers get the best service possible.”

Compliance Plus for Torus

In addition, Torus secured Compliance Plus in six categories, a rare distinction that shows the landlord is not just meeting standards but exceeding them. The independent report highlighted the team’s partnership work in the community, approach to tackling damp and mould, specialist accommodation for autistic adults, and commitment to tackling domestic abuse through the Domestic Abuse Housing Alliance (DAHA) as areas worth mentioning.

Customer Service Excellence Standard

The Customer Service Excellence Standard (CSE) is widely recognised as a quality mark across the UK. It aims to promote continuous improvement, assist individuals and teams in developing new skills, and provide independent validation of achievements.