These low cost home owner customer results cover:
Overall satisfaction with the service provided by Torus
Maintaining Building Safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management
Overall satisfaction with the service provided by Torus
Throughout the year, customers were asked, taking everything into account, how satisfied or dissatisfied they were with the service provided by Torus.
48.1%
overall satisfaction
down from 58.5% in 2024/25
TP01
Maintaining building safety
Everyone deserves a safe and secure place to call home. As your landlord, it is our responsibility to make sure our buildings not only meet statutory health and safety standards but also exceed them.
We monitor and report the following indicators to reassure you that essential safety checks are being completed.
76.5%
satisfaction that we provide a home that is safe
down from 80.2% in 2024/25
TP05
99.9%
properties with a valid Landlords Gas Safety Record*
same as 2024/25
BS01
100%
fire risk assessments up to date*
same as 2024/25
BS02
100%
asbestos surveys and checks up to date*
same as 2024/25
BS03
100%
of legionella checks and tests up to date*
same as 2024/25
BS04
100%
of lift services and safety checks up to date*
up from 98.3% in 2024/25
BS05
* * As of 31 March 2026. These are a combination of low cost rental and home ownership results.
Respectful and helpful engagement
Customers are at the heart of everything we do, and it is essential that you feel respected and heard when engaging with us.
We want you to feel informed about the things that matter to you and that we act on your feedback.
32.8%
satisfaction that we listen to tenant views and act upon them
down from 42.0% in 2024/25
TP06
49.8%
satisfaction that we keep you informed about things that matter
down from 55.2% in 2024/25
TP07
58.2%
agreement that we treat tenants fairly and with respect
down from 60.9% in 2024/25
TP08
Effective handling of complaints
We try hard to provide the right services, at the right time, in the right place. But we also understand that there are times when you might not be satisfied.
If you make a complaint, we understand that having your views heard and resolved satisfactorily plays a part in your overall customer experience.
We monitor and report complaint-handling performance to set benchmarks and identify areas for improvement.
15.1%
satisfaction with our approach to handling complaints
down from 24.8% in 2024/25
TP09
49.2
number of stage 1 complaints per 1,000 properties
up from 40.0 in 2024/25
CH01
100%
number of stage 1 complaints responded to within within complaints handling code timescales
up from 92.2% in 2024/25
CH02
13.5
number of stage 2 complaints per 1,000 properties
up from 12.5 in 2024/25
CH01
100%
number of stage 2 complaints responded to within within complaints handling code timescales
up from 87.5% in 2024/25
CH02
Responsible neighbourhood management
At Torus, our mission is to grow stronger communities, and that starts in your neighbourhoods. It is our responsibility to ensure our neighbourhoods are clean, safe and promote community wellbeing.
Your feedback helps us understand how you feel about our estates and make sure our community-facing services are running effectively.
48.3%
satisfaction that we keep communal areas clean and well-maintained
up from 40.7% in 2024/25
TP10
42.0%
satisfaction that we make a positive contribution to neighbourhoods
down from 44.3% in 2024/25
TP11
.
22.9%
satisfaction with our approach to handling anti-social behaviour
down from 37.3% in 2024/25
TP12
101.1
anti-social behaviour cases per 1,000 properties
up from 89.7 in 2024/25
NM01
3.2
anti-social behaviour cases that involve hate crime per 1,000 properties
up from 2.8 in 2024/25
NM02
Learn more about TSMs
View Low cost rental results