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January 2022: Please be aware that we are currently experiencing a high volume of calls as well as delays on some services due to COVID-19 and our new IT system, but we’re here for you. Apologies for any inconvenience. Keep updated on our services here.
My rent
Everyone has bills to pay but your rent should be your priority. There are lots of ways to pay however most customers choose Direct Debit so they never fall behind and never miss a payment
- 1. About your rent
- Warrington and St Helens customers’ text ‘balance’ to 07520 660 235
- Liverpool customers text ‘balance’ to 07538 450 450
- Ask your local authority to pay your Housing Benefit directly to us
- Any help towards housing costs will be paid to you so you’re responsible for paying your rent
- Most Universal Credit customers set up a Direct Debit payment for the day they receive their Universal Credit payment
- Call free on 0800 678 1894 and ask to speak to our Rents Team.
- Each area has their own team, email yours directly on:
- Warrington - income.management@torus.co.uk
- St Helens - rent.officers@torus.co.uk
- Liverpool - incomeservices@torus.co.uk
- 2. Paying your rent
- 3000 (Liverpool customers and all new customers from September 2021)
- 2000 (Warrington customers)
- 1000 (St Helens Customers)
- 3. What happens if I don't pay?
- Telephone
- Text
- Letter
- In person at your home (in certain circumstances)
Don't fall behind
Of all your bills your rent is the most important so we’ve made sure there are lots of ways to pay it.
You can pay your rent weekly, fortnightly or monthly - but it must be paid in advance.
The easiest way to keep an eye on your rent is with an online account. Check your balance, view your payment history, make a payment and report repairs 24 hours a day, 365 days a year.
Get your rent balance by text
You will receive an automatic response showing your balance at the close of business on the previous day.
Remember, if you would like to use this service it’s important that we have your up-to-date mobile phone number. Contact us today to update your details.
What if I’m on Housing Benefit or Universal Credit?
It’s up to you to make sure that your claim is accurate and up to date.
You are responsible for any debt that builds up if you don’t maintain your claim.
If you're claiming Housing Benefit:
If you're claiming Universal Credit:
Direct Debit is the easiest way to pay your rent
Most customers pay rent by Direct Debit because it’s straightforward, secure and means you never fall behind in your payments.
A Direct Debit is a payment that can be set up on any date or frequency and taken automatically from your bank account.
Call 0800 678 1894 to set up a Direct Debit.
Struggling to pay your rent
If you are experiencing financial pressures and are struggling to pay your rent, please get in touch as soon as possible, as it's better to let us know now. That way we can work with you to reach a solution. Contact the Rents Team who can offer advice and support:
Torus Foundation
You can also get help from the Torus Foundation Financial Inclusion Team who can help support you with benefit / grant applications, help you manage your money or signpost you to organisations who can help. Call them on 0300 123 5809, email info@torusfoundation.org.uk or use the online form. Find more information and support on the Torus Foundation website.
There are lots of ways to pay your rent
Pay by Direct Debit
Most customers pay rent by Direct Debit because it’s straightforward, secure and means you never fall behind in your payments.
Payments will be taken monthly or weekly from your bank account on a date that suits you.
Set up a Direct Debit by calling 0800 678 1894 or clicking the button.
Alternatively, we offer a choice of other ways to pay below. Whichever method you choose, it's important you pay your rent on time, every time or you risk losing your home.
Paying by Debit or Credit Card Online
Pay quickly, conveniently and securely on our website without logging into your tenant account, through our SECURE PAYMENT SITE and follow the instructions.
Paying via your Online Account
You can pay direct via the My Account service, just click ‘My Account/Register’ at the top of the page.
If you are not registered, then you can sign up now for an Online Account, where you can access to your rent account, repair history, to update your personal details and more.
IMPORTANT NOTICE FOR LIVERPOOL (ORIGINALLY LMH) CUSTOMERS - using your NEW Tenancy Number when making a payment: In order to make a payment, you will need your Tenancy Number starting 3000. If you are having difficulty finding the number call us on 0800 678 1894 or email info@torus.co.uk. Alternatively, you can use your existing Rent Account number to pay online using your online Torus Account.
PayPoint and Post Office
NEW Torus PayPoint Rent Payment Card:
If you have Torus rent payment card (new ones sent out January 2021) you can make rent payments free of charge at any Post Office or PayPoint outlet. With over 28,000 locations across the UK, there are lots of places to choose from, you can find your nearest one here: https://consumer.PayPoint.com/
Please note we switched from Payzone to PayPoint from 1 February 2021 – please dispose of your old payment card and use the new card provided. Payments made on the old rent card from 1 February 2021 will not be credited to your rent account.
If you have not been sent a card and would like one, please call 0800 678 1894 or email info@torus.co.uk.
Barcoded Letters:
Using the barcode on your rent letter, you can make payments by cash or debit card at any Post Office or shop displaying the PayPoint logo. If you don’t have a barcoded letter let us know and we’ll send you one.
Automated Telephone Payments
You can make a credit or debit card payment 24 hours a day, 7 days a week on 0800 678 1894 (from 1 February 2021).
If you are a Torus tenant, you will need to enter your 8-10 digit tenancy reference number.
If you are a Leaseholder, you will need to enter your leasehold number.
If you do not have these please contact 0800 678 1894 or email info@torus.co.uk.
Using our automated system will take you through to our secure payment line, where you will be charged at 7p per minute for your call plus your phone company's access charge.
New Rent Payment Facility – Recurring Card Payment
Torus is offering you an additional way to make a rent / arrears payment from a Debit card.
A recurring card payment can be set up, with your permission, to take an agreed regular payment from your Debit card. It is not the same as a standing order or Direct Debit, which use your current account details, not your card information.
It is a flexible way to make a payment. The payment will only be taken from the Debit card if the money is in the account to cover the payment.
The payment is taken automatically which will ensure that providing the money is in your account you will not fall behind with your rent payments.
To find out more contact the Rents Team or speak to your Rents Officer, please call 0800 678 1894 or email info@torus.co.uk.
Paying over the Telephone
You can make a credit or debit card payment 24 hours a day, 7 days a week on 0800 678 1894.
You will need to enter your Tenancy Number. This will be 9 digits, starting with:
If you are a Leaseholder, you will need to enter your leasehold number. This will be 7 digits, starting with a 7.
Using our automated system will take you through to our secure payment line, where you will be charged at 7p per minute for your call plus your phone company's access charge.
Direct from Housing Benefit
If you receive full or part payment of your rent from Housing Benefit, you can ask for this to be paid directly to us.
If there’s a shortfall, you must make arrangements to pay the remainder to us yourself using any of the other ways to pay on this page.
Universal Credit
If you get Universal Credit, any money you receive towards your rent will be paid directly to you, so you’ll be responsible for paying us.
Many Universal Credit customers set up a Direct Debit payment for the day they receive their Universal Credit payment.
Pay by Direct DebitIMPORTANT INFORMATION FOR LIVERPOOL (ORIGINALY LMH) CUSTOMERS: Using your NEW Tenancy Number when making a payment
In September 2021 we updated our IT system, meaning that all Torus Liverpool customer accounts were issues a new Tenancy Number.
If you make a payment using the internet (not logging into your account), standing order, faster payments, or the automated phone payment service you must use your new Tenancy Number:
The new Tenancy Number has 9 digits and starts 3000.
Inputting your Tenancy Number incorrectly or using an old number may result in the payment not going on your account.
Not sure of your new number?
You can find it on letters received from October 2021 or on your online account. If you are unsure of your number contact the Torus Customer Hub at info@torus.co.uk, or call 0800 678 1894.
What happens if I don't pay?
You risk losing your home if you don't pay your rent.
We want you to enjoy living in your home but not paying your rent - even once - means that you’re breaking the terms of your Tenancy Agreement. If you miss a payment, we’ll take immediate action and will contact you by:
We do this to make you aware of the situation and so we can help you take steps to pay off your arrears. If we don’t hear from you, and you don’t respond to any of our attempts to contact you, then we will start legal action.
This can lead to a court application to take possession of your home which isn’t what we want to happen. You will have to pay any legal costs. Legal action of this sort may also affect your ability to get credit or a loan.
Don't fall behind
Of all your bills your rent is the most important so we’ve made sure there are lots of ways to pay it.
You can pay your rent weekly, fortnightly or monthly - but it must be paid in advance.
The easiest way to keep an eye on your rent is with an online account. Check your balance, view your payment history, make a payment and report repairs 24 hours a day, 365 days a year.
Get your rent balance by text
- Warrington and St Helens customers’ text ‘balance’ to 07520 660 235
- Liverpool customers text ‘balance’ to 07538 450 450
You will receive an automatic response showing your balance at the close of business on the previous day.
Remember, if you would like to use this service it’s important that we have your up-to-date mobile phone number. Contact us today to update your details.
What if I’m on Housing Benefit or Universal Credit?
It’s up to you to make sure that your claim is accurate and up to date.
You are responsible for any debt that builds up if you don’t maintain your claim.
If you're claiming Housing Benefit:
- Ask your local authority to pay your Housing Benefit directly to us
If you're claiming Universal Credit:
- Any help towards housing costs will be paid to you so you’re responsible for paying your rent
- Most Universal Credit customers set up a Direct Debit payment for the day they receive their Universal Credit payment
Direct Debit is the easiest way to pay your rent
Most customers pay rent by Direct Debit because it’s straightforward, secure and means you never fall behind in your payments.
A Direct Debit is a payment that can be set up on any date or frequency and taken automatically from your bank account.
Call 0800 678 1894 to set up a Direct Debit.
Struggling to pay your rent
If you are experiencing financial pressures and are struggling to pay your rent, please get in touch as soon as possible, as it's better to let us know now. That way we can work with you to reach a solution. Contact the Rents Team who can offer advice and support:
- Call free on 0800 678 1894 and ask to speak to our Rents Team.
- Each area has their own team, email yours directly on:
- Warrington - income.management@torus.co.uk
- St Helens - rent.officers@torus.co.uk
- Liverpool - incomeservices@torus.co.uk
Torus Foundation
You can also get help from the Torus Foundation Financial Inclusion Team who can help support you with benefit / grant applications, help you manage your money or signpost you to organisations who can help. Call them on 0300 123 5809, email info@torusfoundation.org.uk or use the online form. Find more information and support on the Torus Foundation website.
There are lots of ways to pay your rent
Pay by Direct Debit
Most customers pay rent by Direct Debit because it’s straightforward, secure and means you never fall behind in your payments.
Payments will be taken monthly or weekly from your bank account on a date that suits you.
Set up a Direct Debit by calling 0800 678 1894 or clicking the button.
Alternatively, we offer a choice of other ways to pay below. Whichever method you choose, it's important you pay your rent on time, every time or you risk losing your home.
Paying by Debit or Credit Card Online
Pay quickly, conveniently and securely on our website without logging into your tenant account, through our SECURE PAYMENT SITE and follow the instructions.
Paying via your Online Account
You can pay direct via the My Account service, just click ‘My Account/Register’ at the top of the page.
If you are not registered, then you can sign up now for an Online Account, where you can access to your rent account, repair history, to update your personal details and more.
IMPORTANT NOTICE FOR LIVERPOOL (ORIGINALLY LMH) CUSTOMERS - using your NEW Tenancy Number when making a payment: In order to make a payment, you will need your Tenancy Number starting 3000. If you are having difficulty finding the number call us on 0800 678 1894 or email info@torus.co.uk. Alternatively, you can use your existing Rent Account number to pay online using your online Torus Account.
PayPoint and Post Office
NEW Torus PayPoint Rent Payment Card:
If you have Torus rent payment card (new ones sent out January 2021) you can make rent payments free of charge at any Post Office or PayPoint outlet. With over 28,000 locations across the UK, there are lots of places to choose from, you can find your nearest one here: https://consumer.PayPoint.com/
Please note we switched from Payzone to PayPoint from 1 February 2021 – please dispose of your old payment card and use the new card provided. Payments made on the old rent card from 1 February 2021 will not be credited to your rent account.
If you have not been sent a card and would like one, please call 0800 678 1894 or email info@torus.co.uk.
Barcoded Letters:
Using the barcode on your rent letter, you can make payments by cash or debit card at any Post Office or shop displaying the PayPoint logo. If you don’t have a barcoded letter let us know and we’ll send you one.
Automated Telephone Payments
You can make a credit or debit card payment 24 hours a day, 7 days a week on 0800 678 1894 (from 1 February 2021).
If you are a Torus tenant, you will need to enter your 8-10 digit tenancy reference number.
If you are a Leaseholder, you will need to enter your leasehold number.
If you do not have these please contact 0800 678 1894 or email info@torus.co.uk.
Using our automated system will take you through to our secure payment line, where you will be charged at 7p per minute for your call plus your phone company's access charge.
New Rent Payment Facility – Recurring Card Payment
Torus is offering you an additional way to make a rent / arrears payment from a Debit card.
A recurring card payment can be set up, with your permission, to take an agreed regular payment from your Debit card. It is not the same as a standing order or Direct Debit, which use your current account details, not your card information.
It is a flexible way to make a payment. The payment will only be taken from the Debit card if the money is in the account to cover the payment.
The payment is taken automatically which will ensure that providing the money is in your account you will not fall behind with your rent payments.
To find out more contact the Rents Team or speak to your Rents Officer, please call 0800 678 1894 or email info@torus.co.uk.
Paying over the Telephone
You can make a credit or debit card payment 24 hours a day, 7 days a week on 0800 678 1894.
You will need to enter your Tenancy Number. This will be 9 digits, starting with:
- 3000 (Liverpool customers and all new customers from September 2021)
- 2000 (Warrington customers)
- 1000 (St Helens Customers)
If you are a Leaseholder, you will need to enter your leasehold number. This will be 7 digits, starting with a 7.
Using our automated system will take you through to our secure payment line, where you will be charged at 7p per minute for your call plus your phone company's access charge.
Direct from Housing Benefit
If you receive full or part payment of your rent from Housing Benefit, you can ask for this to be paid directly to us.
If there’s a shortfall, you must make arrangements to pay the remainder to us yourself using any of the other ways to pay on this page.
Universal Credit
If you get Universal Credit, any money you receive towards your rent will be paid directly to you, so you’ll be responsible for paying us.
Many Universal Credit customers set up a Direct Debit payment for the day they receive their Universal Credit payment.
Pay by Direct DebitIMPORTANT INFORMATION FOR LIVERPOOL (ORIGINALY LMH) CUSTOMERS: Using your NEW Tenancy Number when making a payment
In September 2021 we updated our IT system, meaning that all Torus Liverpool customer accounts were issues a new Tenancy Number.
If you make a payment using the internet (not logging into your account), standing order, faster payments, or the automated phone payment service you must use your new Tenancy Number:
The new Tenancy Number has 9 digits and starts 3000.
Inputting your Tenancy Number incorrectly or using an old number may result in the payment not going on your account.
Not sure of your new number?
You can find it on letters received from October 2021 or on your online account. If you are unsure of your number contact the Torus Customer Hub at info@torus.co.uk, or call 0800 678 1894.
What happens if I don't pay?
You risk losing your home if you don't pay your rent.
We want you to enjoy living in your home but not paying your rent - even once - means that you’re breaking the terms of your Tenancy Agreement. If you miss a payment, we’ll take immediate action and will contact you by:
- Telephone
- Text
- Letter
- In person at your home (in certain circumstances)
We do this to make you aware of the situation and so we can help you take steps to pay off your arrears. If we don’t hear from you, and you don’t respond to any of our attempts to contact you, then we will start legal action.
This can lead to a court application to take possession of your home which isn’t what we want to happen. You will have to pay any legal costs. Legal action of this sort may also affect your ability to get credit or a loan.