Repairs and Maintenance
Findings from the resident survey indicate a high level of satisfaction with TORC’s repairs reporting process and overall approach to maintenance. Over nine out of ten residents (93%) reported that they find it easy to report a repair to TORC, demonstrating that reporting channels are clear, accessible, and effective.
Satisfaction levels with the way repairs and maintenance are managed by TORC Facilities Management also remain strong. A significant majority of residents (85%) indicated that they are satisfied with how repairs and maintenance issues are dealt with generally. While this figure is slightly lower than the ease-of-reporting score, it still reflects a positive resident experience and a strong level of confidence in service delivery.
Overall, the results highlight that TORC performs well in enabling residents to report repairs and in delivering maintenance services. The feedback also provides a valuable baseline to inform continued service improvement and to further enhance resident satisfaction in this key service area.
Communications and Resident Engagement
The resident survey results demonstrate strong overall satisfaction with TORC’s communication practices and approach to resident engagement. Feedback indicates that residents feel well informed, supported, and provided with meaningful opportunities to share their views.
Almost all residents (96%) reported that they are satisfied with how TORC keeps them informed about matters that may affect them as residents. This highlights the effectiveness of TORC’s communication channels and the organisation’s commitment to providing timely and relevant information.
Around eight out of ten residents (78%) indicated satisfaction that TORC listens to their views and acts upon them. While this represents a positive outcome overall, it also provides an opportunity for continued focus on strengthening feedback loops and demonstrating how resident input informs decision-making.
Satisfaction levels relating to day-to-day interactions are also strong. Approximately nine out of ten residents reported that TORC is easy to deal with (88%) and expressed satisfaction with customer service and contact handling (87%). These results reflect positively on staff responsiveness, professionalism, and accessibility.
Resident involvement opportunities were also viewed favourably. A significant majority of residents (89%) are satisfied that TORC gives them the opportunity to make their views known through feedback, and four-fifths of residents (80%) are satisfied with the tenant engagement opportunities provided.
Overall, the findings indicate that TORC performs well in communication, customer service, and resident engagement. The results provide a solid foundation on which to continue developing engagement initiatives and enhancing resident involvement across all areas of service delivery.
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