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  1. Home
  2. You Said, We did
  • 2021
  • During 2021, tenants have had their say on the following:

    Consultation and Engagement Events

    Consultation and Engagement Events Number of Tenants Participating Outcomes
    Repair & Maintenance Tenant group 7 Initial meeting of the new group who will provide tenants input to monitor, review performance on the roll-out of the new Repairs & Maintenance offer.
    Building Safety – Marwood Towers, Baden House, Kingsway House 10 Engagement with resident of High-Rise Buildings to raise awareness and offer engagement opportunities. 8 tenant representatives recruited to the Building Safety panel.
    Involvement in reviewing proposals from providers to deliver training programme for involved tenants. 3 2 training providers selected to provide training sessions for involved tenants.
    Northern Housing Consortium Tenant Event 3 To hear about good practice and raise questions about tenant involvement
    Housing Diversity Network (HDN) Tenant Assessment 11 Tenant Focus group provided feedback as part of the HDN Diversity and Inclusion assessment
    Community Investment Fund Panel Meeting 7 Two tenant led panel to decide funding awards from community organisations across all 3 heartlands
    Housing Ombudsman self-assessment review 4 Scrutiny Panel members reviewed progress against the Housing Ombudsman self-assessment completed in December 2020.
    Discussion with tenants to gather feedback on how Torus is meeting the Together with Tenants Charter commitments on Accountability and Quality of Home 6 Tenants provided feedback on their experience and views on the charter commitments.
    Scrutiny Panel self-assessment review of how Torus is meeting together with Tenants Charter commitments 4 Scrutiny Panel looked at evidence of how Torus is meeting each of the Tenants Charter commitments.
    Safeguarding Awareness 9 An introduction for involved tenants on Safeguarding; Safeguarding Adults; Safeguarding Children and How to respond
    Customer Service Standards Session 5 Tenants provided comment and feedback on the proposed customer service standards

     

    Summary of Tenant Feedback:

    Activity Activity Type Aims and Objectives Number of attendees/taking part Service Improvements
    Tenant Feedback Repair & Maintenance Service Update To update tenants on the Repairs & Maintenance policy consultation, LOC approval and launch 7  
    Tenant Feedback Torus websites Feedback from tenants via Tenant Voice consultation page, Torus Talk and social media links to ascertain tenants experience of the current websites and views on any features that could potentially be included in the design of a new single website 53 Feedback will be considered when developing a new single website for all Torus business areas. Tenants are available for website testing. Focus groups can be arranged for further consultation
    Tenant Feedback CIF panel meeting Tenant led panel to decide funding awards to community organisations across all 3 heartlands 4  
    Consultation Safeguarding Consultation Provide overview of proposed safeguarding and policy to tenants. 16  
    Consultation Domestic Abuse Policy Consultation Request feedback on proposed domestic abuse policy 9  
    Feedback Delivering Repairs and Maintenance Presentation by the Assets team to give an in-depth overview of the Repairs Service Offer 6  
    Training Holding your Landlord to Account training delivered by Scrutiny & Empowerment Partners Ltd. Provide involved tenants with an overview of
    • Having your voice heard regarding your home, your community and your safety
    • An overview of Social Housing White Paper and Together with Tenants
    • The importance of scrutinising services and holding your landlord to account
    12  
    Scrutiny Panel Scrutiny Review Dissatisfaction with Torus around Communication   6 Group agreed to focus the in-depth review on dissatisfaction with communication with Repairs service
    Consultation Consultation on external improvement works at Marwood Towers. To gather tenants views on the external improvement works at Marwood Towers 21 Tenants preference was for increased height railings to increase security and sense of safety. Tenants expressed concerns that hedges would increase rodents in the area.
    Decision on grant awards CIF Panel meeting To consider grant applications across 3 regions. 28th June 2021 7  
    Scrutiny New Scrutiny panel Member Session To give new scrutiny panel members an overview of scrutiny, why Torus does it, regulatory framework, commitment and expectations 6 Greater understanding of the role of scrutiny
    Consultation Consultation with tenants on proposals for demolition of flats on Vescock St Consult with tenants on the proposed demolition options for the properties. 26 Tenants views provided to inform decision on the proposals for the site. Majority of tenants supported full demolition. 26 tenants responded to the consultation 25 supported full demolition, 1 had no preference. 11 tenants did not respond. 2 owner occupiers to be consulted separately.
    Feedback Meet the Regulator (RSH) Consumer regulation in social housing, Govt Whitepaper update, views sought 7 Greater understanding of the role of Regulator, RSL service requirements
    Feedback Together with Tenants (NHF) Charter Views on Together with Tenants Charter 7 Greater understanding of NHF Charter, views sought on Torus responses. Tenants requested improved communications with tenants and within Torus internal teams
    Scrutiny   To review the Together With Tenants Self Assessment 3 Agreed with self assessment pro forma to proceed
    Feedback Repair & Maintenance service update Gather tenant feedback on the changes made to the service 6 Ongoing improvements to service aimed at a relaunch in October 1st
    Engagement CIF panel meeting Tenant led panel to decide funding awards to community organisations across all 3 heartlands 14  
    Consultation Face to face engagement with tenants Consultation on proposals for Kingsway House refurbishment. Build relationship and engagement with tenants 16 Tenants consulted on proposals for Kingsway House and individual needs assessed. Part of long term engagement project
    Consultation online meeting Empty Homes policy consultation with tenants 18  
    Consultation Face to face engagement with tenants Consultation on MyClubmoor proposal for development of waste land at rear of properties 22  
    Scrutiny online meeting continue the scrutiny review of communication around repairs by providing members with the opportunity to hear from service leads on the process of the customer journey when reporting repairs 9 Recommendations to improve service
    Engagement CIF panel meeting Tenant led panel to decide funding awards from community organisations across all 3 heartlands 7 Several successful awards to local community groups across Liverpool, St Helens and Warrington
    Engagement Repair & Maintenance service Initial meeting of new group to give purpose and overview of planned meetings 7 Monitor, review performance, provide assurance to LOC that the roll-out of the new R & M service has tenant input
    Engagement Building Safety meeting Initial meeting of new group to give purpose and overview of planned meetings 10 pilot digital notice boards for health & safety information
  • 2020
  • During 2020, tenants have had their say on the following:

    Policy Consultations:

    Policy No. of tenants consulted Outcomes
    Torus Foundation I.T. Survey 42 Feedback on tenant I.T. training needs
    Rechargeable Repairs 24 Policy reviewed and updated following tenant feedback
    Gas Access Letters 9 Tenant panel reviewed and provided feedback on customer letters
    Complaints Response Letter 33 Customer letter reviewed and updated following tenant feedback
    Responsive Repairs & Maintenance 33 Policy reviewed and updated following tenant feedback
    Tenant Safety Booklet 17 Tenant feedback on booklet design
    Complaints policy 33 Policy reviewed and updated following tenant feedback
    Grounds Maintenance policy 32 Policy reviewed and updated following tenant feedback
    Safeguarding 7 Tenant feedback on safeguarding
    Locality Plans 22 Feedback on draft Locality plans for three Heartlands
    Complaints policy update 12 Tenant feedback on new Ombudsman guidance
    Kitchen & Bathroom Standardisation 62 Tenant feedback on proposed program
    Torus Annual Report 7 Tenant feedback on content and design

     

    Summary of Tenant Feedback:

    Consultation Feedback Servicce Policy Outcome Heartland Key Dates
    Moss Bank Shops
    Consultation on proposals temporary shops on Wythburn site in Moss Bank
    Need for shops at the existing two sites on the estate. Decision made to retain existing shops on Bassenthwaite site and rebuild shops on Wythburn site subject to planning permission. St Helens Consultation Oct 2019
    Decision Feb 2020
    Grasmere Bins
    Consultation on recently implemented bin stores in the neighbourhood following complaints from tenants.

    Door to door and community event and online survey.
    Need to review existing arrangement, insufficient bin capacity, location on bin stores, appearance of bin stores. Review of existing arrangements following tenant feedback. Proposal to increase capacity with installation of additional bin stores.

    Long term plan to be developed with tenants and local partners to create fit for purpose waste management arrangements.
    Warrington Consultation Oct 2019

    Short term solution Aug/Sept 2020

    Longer term solution to be delivered by March 2021
    Tenant Safety Information
    Tenants inspected safety notice boards in communal areas and in a range of organisations.
    Tenant Safety information should be clear, simple and easy to understand. A report of tenants’ findings and recommendations submitted to Torus Asset team to assist in a review of all safety notice boards.

    Your Home, Your Safety booklet developed with tenants to provide clear information on important safety issues.
    All heartlands Tenant Feedback February - 2020
    Annual Report
    The 2018/19 Annual Report was reviewed by tenants to make recommendations for future reports.
    Tenants feedback that the next report needs to be more tenant focused with information on Tenant Involvement and tenant stories, focus on anti-Social behaviour and investment in homes. The annual report has been written to reflect tenants’ feedback. Tenants have provided quotes and photographs for the new report.

    Tenants will be consulted on the draft report when available.
    All heartlands Annual Report to be published September 2020.
    Policy Reviews
    Customers consulted on customer facing policies and documents.
    Polices sometimes difficult to understand. Polices updated following tenant feedback in 2018/19 include ASB, Domestic Abuse, Complaints, Tenancy, Income and Neighbourhoods Policy. All heartlands 2019/20
    Tenant Voice Strategy
    100 tenants involved in reviewing the tenant voice strategy through focus groups and online surveys.
    Suggestions to include a wide range of involvement methods.

    Request to include an objective around learning from good practice.
    Strategy reviewed to incorporate all suggestions. Tenants involved in designing the promotional materials.

    A promotional video was also developed in response to tenant feedback.
    All heartlands Consultation July/Aug 2019.

    Policy approved October 2020
    Local Offers and Locality Plans
    Focus groups with tenants to ensure there was a focus on tenants’ priorities.
    Suggestions to focus on customer service, ASB and repairs.

    Request to include Tours’ commitment to developing greenspace in locality plan. The plans need to be more visual with a summary for tenants.
    The Local Offers and Locality plans have been revised to focus on tenants’ priorities All heartlands Consultation Local Offers Jan 2020, Locality Plans July 2020.

     

    From October – December 2019, tenants have had their say on the following:

    Policy Consultations:

    Policy No. of tenants consulted Outcomes
    Complaints Policy - Unacceptable Service Use 8 Policy reviewed and updated following tenant feedback
    Tenancy Policy 8 Policy reviewed and updated following tenant feedback
    Hoarding Policy 8 Policy reviewed and updated following tenant feedback
    Community Fund 8 Panel members reviewed changes to the funding provided to community groups to align the process across all 3 heartlands

     

    From April – September 2019, tenants have had their say on the following:

    Policy Consultations:

    Policy No. of tenants consulted Outcomes
    Complaints 43 Policy updated following customer feedback.
    Anti-social Behaviour 55 Policy updated following customer feedback.
    Voids (empty properties) 17 Policy updated following customer feedback.
    Torus Tenant Voice Strategy 93 Tenant Voice Strategy incorporated customer feedback and suggestions.
    Complaints - managing unnacceptable behaviour 8 Policy updated following customer feedback.
    Income & Debt Recovery 17 Policy updated following customer feedback.
    Neighbourhoods 25 Policy updated following customer feedback.
    Tenancy  8 No specific changes to the policy content but some minor amendments to numbering and flow of document.

     

    Customer consultation sessions:

    Engagement event No. of tenants consulted Outcomes
    Grasmere Neighbourhood Survey 34 Feedback informed investment in the area to improve greenspace and fencing.
    Warrington Central Customer Feedback Survey 22 Customer feedback on improvement made in the area 86% were very or fairly satisfied with the improvements.

    8 residents volunteered to become Community Champions.  

    1 employment referral to Torus Foundation.  

    8 customers stated they would like to be involved in improving Torus services.

    Community Investment Fund Consultation 7 Customer feedback reported to Landlord Operations Committee (LOC) for consideration when approving proposed changes.
    Consultation on Tenants Voice promotional materials 13 Promotional materials redesigned following tenant feedback.
  • 2021
  • 2020

During 2021, tenants have had their say on the following:

Consultation and Engagement Events

Consultation and Engagement Events Number of Tenants Participating Outcomes
Repair & Maintenance Tenant group 7 Initial meeting of the new group who will provide tenants input to monitor, review performance on the roll-out of the new Repairs & Maintenance offer.
Building Safety – Marwood Towers, Baden House, Kingsway House 10 Engagement with resident of High-Rise Buildings to raise awareness and offer engagement opportunities. 8 tenant representatives recruited to the Building Safety panel.
Involvement in reviewing proposals from providers to deliver training programme for involved tenants. 3 2 training providers selected to provide training sessions for involved tenants.
Northern Housing Consortium Tenant Event 3 To hear about good practice and raise questions about tenant involvement
Housing Diversity Network (HDN) Tenant Assessment 11 Tenant Focus group provided feedback as part of the HDN Diversity and Inclusion assessment
Community Investment Fund Panel Meeting 7 Two tenant led panel to decide funding awards from community organisations across all 3 heartlands
Housing Ombudsman self-assessment review 4 Scrutiny Panel members reviewed progress against the Housing Ombudsman self-assessment completed in December 2020.
Discussion with tenants to gather feedback on how Torus is meeting the Together with Tenants Charter commitments on Accountability and Quality of Home 6 Tenants provided feedback on their experience and views on the charter commitments.
Scrutiny Panel self-assessment review of how Torus is meeting together with Tenants Charter commitments 4 Scrutiny Panel looked at evidence of how Torus is meeting each of the Tenants Charter commitments.
Safeguarding Awareness 9 An introduction for involved tenants on Safeguarding; Safeguarding Adults; Safeguarding Children and How to respond
Customer Service Standards Session 5 Tenants provided comment and feedback on the proposed customer service standards

 

Summary of Tenant Feedback:

Activity Activity Type Aims and Objectives Number of attendees/taking part Service Improvements
Tenant Feedback Repair & Maintenance Service Update To update tenants on the Repairs & Maintenance policy consultation, LOC approval and launch 7  
Tenant Feedback Torus websites Feedback from tenants via Tenant Voice consultation page, Torus Talk and social media links to ascertain tenants experience of the current websites and views on any features that could potentially be included in the design of a new single website 53 Feedback will be considered when developing a new single website for all Torus business areas. Tenants are available for website testing. Focus groups can be arranged for further consultation
Tenant Feedback CIF panel meeting Tenant led panel to decide funding awards to community organisations across all 3 heartlands 4  
Consultation Safeguarding Consultation Provide overview of proposed safeguarding and policy to tenants. 16  
Consultation Domestic Abuse Policy Consultation Request feedback on proposed domestic abuse policy 9  
Feedback Delivering Repairs and Maintenance Presentation by the Assets team to give an in-depth overview of the Repairs Service Offer 6  
Training Holding your Landlord to Account training delivered by Scrutiny & Empowerment Partners Ltd. Provide involved tenants with an overview of
  • Having your voice heard regarding your home, your community and your safety
  • An overview of Social Housing White Paper and Together with Tenants
  • The importance of scrutinising services and holding your landlord to account
12  
Scrutiny Panel Scrutiny Review Dissatisfaction with Torus around Communication   6 Group agreed to focus the in-depth review on dissatisfaction with communication with Repairs service
Consultation Consultation on external improvement works at Marwood Towers. To gather tenants views on the external improvement works at Marwood Towers 21 Tenants preference was for increased height railings to increase security and sense of safety. Tenants expressed concerns that hedges would increase rodents in the area.
Decision on grant awards CIF Panel meeting To consider grant applications across 3 regions. 28th June 2021 7  
Scrutiny New Scrutiny panel Member Session To give new scrutiny panel members an overview of scrutiny, why Torus does it, regulatory framework, commitment and expectations 6 Greater understanding of the role of scrutiny
Consultation Consultation with tenants on proposals for demolition of flats on Vescock St Consult with tenants on the proposed demolition options for the properties. 26 Tenants views provided to inform decision on the proposals for the site. Majority of tenants supported full demolition. 26 tenants responded to the consultation 25 supported full demolition, 1 had no preference. 11 tenants did not respond. 2 owner occupiers to be consulted separately.
Feedback Meet the Regulator (RSH) Consumer regulation in social housing, Govt Whitepaper update, views sought 7 Greater understanding of the role of Regulator, RSL service requirements
Feedback Together with Tenants (NHF) Charter Views on Together with Tenants Charter 7 Greater understanding of NHF Charter, views sought on Torus responses. Tenants requested improved communications with tenants and within Torus internal teams
Scrutiny   To review the Together With Tenants Self Assessment 3 Agreed with self assessment pro forma to proceed
Feedback Repair & Maintenance service update Gather tenant feedback on the changes made to the service 6 Ongoing improvements to service aimed at a relaunch in October 1st
Engagement CIF panel meeting Tenant led panel to decide funding awards to community organisations across all 3 heartlands 14  
Consultation Face to face engagement with tenants Consultation on proposals for Kingsway House refurbishment. Build relationship and engagement with tenants 16 Tenants consulted on proposals for Kingsway House and individual needs assessed. Part of long term engagement project
Consultation online meeting Empty Homes policy consultation with tenants 18  
Consultation Face to face engagement with tenants Consultation on MyClubmoor proposal for development of waste land at rear of properties 22  
Scrutiny online meeting continue the scrutiny review of communication around repairs by providing members with the opportunity to hear from service leads on the process of the customer journey when reporting repairs 9 Recommendations to improve service
Engagement CIF panel meeting Tenant led panel to decide funding awards from community organisations across all 3 heartlands 7 Several successful awards to local community groups across Liverpool, St Helens and Warrington
Engagement Repair & Maintenance service Initial meeting of new group to give purpose and overview of planned meetings 7 Monitor, review performance, provide assurance to LOC that the roll-out of the new R & M service has tenant input
Engagement Building Safety meeting Initial meeting of new group to give purpose and overview of planned meetings 10 pilot digital notice boards for health & safety information

During 2020, tenants have had their say on the following:

Policy Consultations:

Policy No. of tenants consulted Outcomes
Torus Foundation I.T. Survey 42 Feedback on tenant I.T. training needs
Rechargeable Repairs 24 Policy reviewed and updated following tenant feedback
Gas Access Letters 9 Tenant panel reviewed and provided feedback on customer letters
Complaints Response Letter 33 Customer letter reviewed and updated following tenant feedback
Responsive Repairs & Maintenance 33 Policy reviewed and updated following tenant feedback
Tenant Safety Booklet 17 Tenant feedback on booklet design
Complaints policy 33 Policy reviewed and updated following tenant feedback
Grounds Maintenance policy 32 Policy reviewed and updated following tenant feedback
Safeguarding 7 Tenant feedback on safeguarding
Locality Plans 22 Feedback on draft Locality plans for three Heartlands
Complaints policy update 12 Tenant feedback on new Ombudsman guidance
Kitchen & Bathroom Standardisation 62 Tenant feedback on proposed program
Torus Annual Report 7 Tenant feedback on content and design

 

Summary of Tenant Feedback:

Consultation Feedback Servicce Policy Outcome Heartland Key Dates
Moss Bank Shops
Consultation on proposals temporary shops on Wythburn site in Moss Bank
Need for shops at the existing two sites on the estate. Decision made to retain existing shops on Bassenthwaite site and rebuild shops on Wythburn site subject to planning permission. St Helens Consultation Oct 2019
Decision Feb 2020
Grasmere Bins
Consultation on recently implemented bin stores in the neighbourhood following complaints from tenants.

Door to door and community event and online survey.
Need to review existing arrangement, insufficient bin capacity, location on bin stores, appearance of bin stores. Review of existing arrangements following tenant feedback. Proposal to increase capacity with installation of additional bin stores.

Long term plan to be developed with tenants and local partners to create fit for purpose waste management arrangements.
Warrington Consultation Oct 2019

Short term solution Aug/Sept 2020

Longer term solution to be delivered by March 2021
Tenant Safety Information
Tenants inspected safety notice boards in communal areas and in a range of organisations.
Tenant Safety information should be clear, simple and easy to understand. A report of tenants’ findings and recommendations submitted to Torus Asset team to assist in a review of all safety notice boards.

Your Home, Your Safety booklet developed with tenants to provide clear information on important safety issues.
All heartlands Tenant Feedback February - 2020
Annual Report
The 2018/19 Annual Report was reviewed by tenants to make recommendations for future reports.
Tenants feedback that the next report needs to be more tenant focused with information on Tenant Involvement and tenant stories, focus on anti-Social behaviour and investment in homes. The annual report has been written to reflect tenants’ feedback. Tenants have provided quotes and photographs for the new report.

Tenants will be consulted on the draft report when available.
All heartlands Annual Report to be published September 2020.
Policy Reviews
Customers consulted on customer facing policies and documents.
Polices sometimes difficult to understand. Polices updated following tenant feedback in 2018/19 include ASB, Domestic Abuse, Complaints, Tenancy, Income and Neighbourhoods Policy. All heartlands 2019/20
Tenant Voice Strategy
100 tenants involved in reviewing the tenant voice strategy through focus groups and online surveys.
Suggestions to include a wide range of involvement methods.

Request to include an objective around learning from good practice.
Strategy reviewed to incorporate all suggestions. Tenants involved in designing the promotional materials.

A promotional video was also developed in response to tenant feedback.
All heartlands Consultation July/Aug 2019.

Policy approved October 2020
Local Offers and Locality Plans
Focus groups with tenants to ensure there was a focus on tenants’ priorities.
Suggestions to focus on customer service, ASB and repairs.

Request to include Tours’ commitment to developing greenspace in locality plan. The plans need to be more visual with a summary for tenants.
The Local Offers and Locality plans have been revised to focus on tenants’ priorities All heartlands Consultation Local Offers Jan 2020, Locality Plans July 2020.

 

From October – December 2019, tenants have had their say on the following:

Policy Consultations:

Policy No. of tenants consulted Outcomes
Complaints Policy - Unacceptable Service Use 8 Policy reviewed and updated following tenant feedback
Tenancy Policy 8 Policy reviewed and updated following tenant feedback
Hoarding Policy 8 Policy reviewed and updated following tenant feedback
Community Fund 8 Panel members reviewed changes to the funding provided to community groups to align the process across all 3 heartlands

 

From April – September 2019, tenants have had their say on the following:

Policy Consultations:

Policy No. of tenants consulted Outcomes
Complaints 43 Policy updated following customer feedback.
Anti-social Behaviour 55 Policy updated following customer feedback.
Voids (empty properties) 17 Policy updated following customer feedback.
Torus Tenant Voice Strategy 93 Tenant Voice Strategy incorporated customer feedback and suggestions.
Complaints - managing unnacceptable behaviour 8 Policy updated following customer feedback.
Income & Debt Recovery 17 Policy updated following customer feedback.
Neighbourhoods 25 Policy updated following customer feedback.
Tenancy  8 No specific changes to the policy content but some minor amendments to numbering and flow of document.

 

Customer consultation sessions:

Engagement event No. of tenants consulted Outcomes
Grasmere Neighbourhood Survey 34 Feedback informed investment in the area to improve greenspace and fencing.
Warrington Central Customer Feedback Survey 22 Customer feedback on improvement made in the area 86% were very or fairly satisfied with the improvements.

8 residents volunteered to become Community Champions.  

1 employment referral to Torus Foundation.  

8 customers stated they would like to be involved in improving Torus services.

Community Investment Fund Consultation 7 Customer feedback reported to Landlord Operations Committee (LOC) for consideration when approving proposed changes.
Consultation on Tenants Voice promotional materials 13 Promotional materials redesigned following tenant feedback.
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