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MONDAY 16 MAY 2022: Possible Delays (Repairs): Unfortunately, we are experiencing a temporary disruption in our repairs IT systems which may impact on some elements of our repairs service. The problem may also mean that you struggle to get through on the 0800 number due to increased call volumes, please try again later if not an emergency. We assure you that we are working to resolve the issue and apologise for any inconvenience.
DUPLICATE RENTS ISSUE – UPDATED 16 May: Post Office, PayPoint & online secure Internet rent payers - we are here to help if you are struggling – find out more here.
Homes for Ukraine Scheme: Torus wants to support those of you who may be considering offering a room in your home to a Ukrainian refugee through the government's Home for Ukraine scheme – information for Torus residents.
Surveys
We're always keen to hear your views on how we're performing or could improve and regularly issue surveys to capture your feedback
- Customer service / the contact centre
- Repairs / our contractors
- Anti-social behaviour
- Neighbourhood
- Complaints
- Support Network
- Torus Foundation
- Customer Involvement
- Digital services
- End of tenancy survey
- A satisfaction question with response scale 1 – 5
- Open comment, allowing customer to let us know more details as to why dissatisfied or satisfied with repair.
From time to time, we might ask you to complete a survey. Surveys are a great way to give us feedback openly and honestly. Not only is this feedback important to help us measure our performance, your responses can make a real difference to what we do and how we do it.
Latest Surveys - STAR Satisfaction Survey (November 2021 – June 2022)
From November 2021, tenants and leaseholders across all three heartlands may be contacted by telephone or email to complete a customer satisfaction Survey of Tenants and Residents (STAR), it’s one of the ways we can listen to your Tenant Voice and use your feedback to improve services.
The telephone calls and email s will be made by a trusted third party called IFF-Voluntas, who are based in Birmingham.
The survey relates to repairs, complaints and ASB. You may ask for personal data pertinent to the survey. All data provided will be kept confidential and/or anonymised for the purposes of reporting results.
If tenants wish to opt out of surveys, they need to email surveys@torus.co.uk and they will be removed from the database.
Find out more including Frequently Asked Questions here.
Regular customer satisfaction surveys
Customer satisfaction surveys give important insights about and positive and negative experiences you may have had on the services we provide, so we can improve those services for you and all our customers.
We want to give you various ways you can be involved and give your views. We may contact you in a variety of ways, including; phone, text, email and post. We will never ask you for any private information and all the information you provide will be kept confidential.
We have several customer satisfaction surveys, which we carry out on a regular basis, so you may be asked for your views and experience with:
Text message surveys - from March 2022
From March 2022 we are launching new text message surveys. The first survey will be for repairs and will be sent to customers when they have had a repair completed.
The survey will come via text from 073602 65592 and will ask two questions:
It is complete free for the customer to complete the survey and all information supplied is covered by data protection. The customer can remain anonymous unless they request a follow up.
Torus Talk
If you want to get more involved and give your views on our services on a more regular basis, you can join Torus Talk, a closed Facebook Group for Torus customers where you can give your views and complete surveys on a range of different topics like business performance and customer satisfaction, online services and more. It's crucial to helping us test existing services and develop new ones. Find out more about Torus Talk here.
Surveys FAQs
Why do Torus do surveys?
Torus conduct surveys to help understand tenant and leaseholder satisfaction and how the services offered could be improved. Feedback to this survey is extremely valuable and will help to inform the us on future decision making.
Do I have to complete surveys?
No – completing the survey is not mandatory. However, we value your feedback.
What if I want to opt out of surveys?
If you would like to opt out of the surveys, please contact our Quality and Performance Team on 0800 678 1894 or email surveys@torus.co.uk.
How will the results be used?
Survey results are used to inform service improvement priorities.
From time to time, we might ask you to complete a survey. Surveys are a great way to give us feedback openly and honestly. Not only is this feedback important to help us measure our performance, your responses can make a real difference to what we do and how we do it.
Latest Surveys - STAR Satisfaction Survey (November 2021 – June 2022)
From November 2021, tenants and leaseholders across all three heartlands may be contacted by telephone or email to complete a customer satisfaction Survey of Tenants and Residents (STAR), it’s one of the ways we can listen to your Tenant Voice and use your feedback to improve services.
The telephone calls and email s will be made by a trusted third party called IFF-Voluntas, who are based in Birmingham.
The survey relates to repairs, complaints and ASB. You may ask for personal data pertinent to the survey. All data provided will be kept confidential and/or anonymised for the purposes of reporting results.
If tenants wish to opt out of surveys, they need to email surveys@torus.co.uk and they will be removed from the database.
Find out more including Frequently Asked Questions here.
Regular customer satisfaction surveys
Customer satisfaction surveys give important insights about and positive and negative experiences you may have had on the services we provide, so we can improve those services for you and all our customers.
We want to give you various ways you can be involved and give your views. We may contact you in a variety of ways, including; phone, text, email and post. We will never ask you for any private information and all the information you provide will be kept confidential.
We have several customer satisfaction surveys, which we carry out on a regular basis, so you may be asked for your views and experience with:
- Customer service / the contact centre
- Repairs / our contractors
- Anti-social behaviour
- Neighbourhood
- Complaints
- Support Network
- Torus Foundation
- Customer Involvement
- Digital services
- End of tenancy survey
Text message surveys - from March 2022
From March 2022 we are launching new text message surveys. The first survey will be for repairs and will be sent to customers when they have had a repair completed.
The survey will come via text from 073602 65592 and will ask two questions:
- A satisfaction question with response scale 1 – 5
- Open comment, allowing customer to let us know more details as to why dissatisfied or satisfied with repair.
It is complete free for the customer to complete the survey and all information supplied is covered by data protection. The customer can remain anonymous unless they request a follow up.
Torus Talk
If you want to get more involved and give your views on our services on a more regular basis, you can join Torus Talk, a closed Facebook Group for Torus customers where you can give your views and complete surveys on a range of different topics like business performance and customer satisfaction, online services and more. It's crucial to helping us test existing services and develop new ones. Find out more about Torus Talk here.
Surveys FAQs
Why do Torus do surveys?
Torus conduct surveys to help understand tenant and leaseholder satisfaction and how the services offered could be improved. Feedback to this survey is extremely valuable and will help to inform the us on future decision making.
Do I have to complete surveys?
No – completing the survey is not mandatory. However, we value your feedback.
What if I want to opt out of surveys?
If you would like to opt out of the surveys, please contact our Quality and Performance Team on 0800 678 1894 or email surveys@torus.co.uk.
How will the results be used?
Survey results are used to inform service improvement priorities.