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With a Microsoft Fabric-led data platform, Torus has moved from fragmented reporting to connected insight, helping teams improve productivity, sustainability and services for tenants and communities.
Torus Housing is a major registered housing provider delivering homes and services across the North West, with a clear focus on improving outcomes for tenants and communities. As regulatory expectations, service demand and operational complexity increased, Torus needed a more connected way to turn data into insight, action and measurable service improvement.
Working with BCN, Torus has moved from fragmented reporting to a Microsoft Fabric-led data platform that gives managers, leaders and frontline teams trusted insight across productivity, repairs, route planning, customer feedback and workforce performance. The result is a more connected, evidence-led operation with measurable gains in productivity, visibility, service responsiveness and sustainability.
Sector: Charitable / Social Housing
40,000 houses in the North West
Torus was managing critical operational data across multiple systems, including housing management, repairs, fleet tracking, HR and customer feedback. As the organisation moved towards a best-of-breed technology model, the lack of connected, trusted data made it harder to see what was really happening across services.
Within HMS, Torus’ £130m turnover commercial contractor employing more than 800 staff, productivity data sat across six separate sources and reporting activity took around 100 hours per week. Operatives also had no direct visibility of their own performance, limiting the ability to recognise good practice, identify barriers and support fair, consistent improvement.
Without a single version of the truth, teams struggled to reduce inefficiencies in areas such as repairs scheduling and travel time, improve service consistency for residents, and make informed decisions that support tenant outcomes and regulatory expectations.
BCN designed and deployed a Microsoft Fabric-led unified data platform, supported by Power BI, to bring Torus’ operational data into one governed environment. Rather than recreating a traditional data warehouse, BCN helped Torus create a scalable platform that could connect operational systems, support daily reporting and provide the governed data foundation needed for future AI use cases.
The platform initially ingested HR data and the housing management system before creating a scalable data model that could connect wider operational sources including workflow, fleet, customer satisfaction and navigation data. These sources are linked back to individual operatives and HR data, creating a single “golden thread” of performance information for office-based managers, senior leaders and mobile workers.
Power BI
Power BI dashboards make daily refreshed insight accessible through role-based views for operational, management and leadership users across office and mobile devices. This means data is no longer simply a retrospective reporting exercise, it is part of how Torus manages performance, supports teams and improves services every day.
Testimonial
There have been a number of measurable results.
Operational productivity: Productivity increased by 17% across all workstreams and operatives, with workstreams now performing consistently above target.
Capacity unlocked: The productivity improvement has unlocked additional workforce capacity equivalent to a 13% uplift across the operative base, helping Torus make better use of existing resources.
Decision-making: Use of the productivity report suite has grown significantly, becoming one of the most actively used reporting assets across the Torus group and supporting regular operational decision-making.
Leadership visibility: Managers and team leaders now use the reports routinely to identify inefficient processes and performance challenges, with the insight embedded into monthly HMS Senior Leadership Team discussions.
Sustainability: Fuel usage reduced by 33%, alongside a 20% reduction in fleet carbon emissions, supporting Torus’ wider sustainability goals.
Customer satisfaction: Customer satisfaction improved across key repairs measures, including a 2% uplift in overall repairs satisfaction and a 5% uplift in satisfaction with repairs service over 12 months.
The platform has helped Torus move from manual, fragmented reporting to a trusted operating rhythm that connects service delivery, feedback and performance management. Managers can identify inefficiencies and barriers sooner, senior leaders have clearer evidence for improvement decisions, and frontline operatives can see their own dashboards showing productivity, customer feedback and areas for development.
This has also helped change the role of data inside the organisation. Instead of being used primarily to scrutinise teams after the fact, data is now used to support fairer conversations, recognise strong performance and help teams understand where operational constraints are affecting service delivery.
As a Microsoft partner, BCN helped Torus reduce risk and accelerate value by using Azure Accelerate Partner Nominated: Data Platform funding. This included a funded proof of value, enabling Torus to validate Microsoft Fabric using real housing and repairs data before progressing into a scaled production platform.
Torus now has a scalable Microsoft Fabric foundation that can support continued reporting automation across the wider organisation and future use cases such as AI-supported triage, risk scoring and Copilot-enabled insight. For Torus the value is having trusted, connected data that helps teams prioritise work, improve services and reinvest more effectively into homes, communities and tenant outcomes.
By combining Microsoft Fabric, Power BI and BCN’s Microsoft expertise, Torus has created a single trusted data foundation across key operational services. The project has delivered measurable productivity, sustainability and customer experience improvements, while giving Torus the insight and confidence to keep improving services for tenants and communities.
