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DIRECT DEBIT DELAY: Due to a technical issue, if you are a Torus tenant with a DD rent payment due out on the 11th, 12th, 13th or 14th of September it will now be taken on Tuesday 15th September. We apologise for any inconvenience.
CORONAVIRUS: Keep updated on services here.
Repairs service
Repairs during Covid-19
To protect you and prevent the spread of coronavirus, we will now be screening repairs to ensure it is safe for us to attend.
- 1. Repairs service - during Covid-19
- 2. Emergency & Essential (Urgent) repairs
- Escape of gas or fumes
- Electrical fittings in contact with water
- Live or bare electric wiring
- Sewage overflowing into the home
- Uncontrollable Leaks
- Burst storage tanks, cylinders or pipes
- Failure of all lights or all power
- Faulty communal fire/smoke alarms sounding.
- Tenant locked out of the Property
- Loose or dangerous bricks / roof tiles
- Issues with major adaptations – e.g. passenger lifts, customer stairlifts.
- No heating/hot water
- Failure of all communal lighting
- Loss of water e.g. failure of cold water drinking tap
- Board up broken window
- Blocked drains
- Faulty communal fire/smoke alarms
- External door that cannot be locked
- Warden call systems
- Containable/Controlled Leaks
- No flush on toilet
- Window jammed open
- Kitchen / bathroom lights
- Repairs to internal doors (for self-isolation purposes only)
- Faulty extractor fan
- Defective cistern or overflow
- Faulty communal aerial
- Gas leaks 0800 111 999
- Electrical supply 0800 195 4141
- Home water supply 0845 745 2200
- Leaks in street 0800 330 033
- Police enquiries 101/ emergencies 999
- 3.Non-emergency repairs (response repairs)
- 4. Your repairs responsibilities
Updated: 1 June During the pandemic we were only able to carry out urgent and emergency repairs, but the good news is due to the change in government guidance and with new safety measure in place, we are now restarting responsive repairs. We are only taking repairs over the phone during the Covid-19 crisis as we still need to discuss with you whether it is safe for us to attend. You can now call our Contact Centre (Torus Customer Hub), Monday to Friday, 8am-5pm on 0800 678 1894 to book a repair. Our phone lines will be very busy over the first few weeks. If your repair is minor it would help us if you could delay reporting this until a later date. Please report all emergency and urgent repairs as usual. It will take time for us to deal with the backlog of repairs caused by the coronavirus lockdown. This is likely to cause delays to the repairs service for the next few months. We’re aiming to get back to our usual level of service as soon as possible and we thank you for your patience in the meantime. There may also be some delays to completing some repairs due to shortages of certain materials, so our ability to carry out your repair so this is subject to availability of materials. Find out more about what to expect if we visit your home here. Our skilled repairs team fix problems for our customers every day. The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7. Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities. We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.IMPORTANT NOTICE: Repairs service during Covid-19
We are also, in the short term, not able to carry out any gas routine repairs, such as fixing a broken radiator or dealing with timer faults.Taking care of our homes day in, day out
Your repairs request will typically fall into one of the following categories: Emergency Repairs – These are faults that could seriously damage your health or the property and are dealt with within 4 hours. In an emergency you should call 0800 678 1894. Non-Emergency Repairs - For all non-emergency jobs we will offer an appointment within 15 working days. The quickest way to report a non-emergency repair is online. Planned Improvements -If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.Responding to repairs
Emergency Repairs will be completed to all homes where required. For a repair to be treated as an emergency, the fault must carry the risk of immediate injury to people or major damage to property. If there is a repairs emergency call us immediately on 0800 678 1894 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year. Examples of emergency of repairs are: Essential type repairs that are not emergencies, but repairs which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life during this period of lockdown. These are repairs that do not cause immediate risk to the health & safety or security to the tenant or 3rd party and therefore not an emergency. Examples of essential (urgent) repairs are:Emergency repairs:
Essential (Urgent) repairs:
Report an emergency repair on 01925 452 452
Other useful numbers
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it isn’t classed as an emergency. We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7. Check before you report Is the repair our responsibility or yours? Examples of Non-Emergency Repairs and our response times are outlined in the table below. Minor repairs to kitchen units Minor repairs to bathroom sanitary fittings and fixtures Minor plastering to walls and ceilings Minor repairs 15 days to or replacing internal doors General repairs to boilers, fires and radiators What are non-emergency repairs?
Type of repair
Response time
15 days
15 days
15 days
15 days
15 days
Which repairs are my responsibility?
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
| Repairs or items you are responsible for: |
|---|
|
Equipment, fixtures or fittings belonging to you |
|
Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas) |
|
Electric fires: light bulb replacement |
|
Minor plaster defects that can be made good with a DIY filler |
|
Damage caused by you, your family or visitors to your home |
|
Boundary dividing walls, fencing and hedging (except those supplied by us) |
|
Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear |
|
Washing lines |
|
Garden maintenance including paths and patios installed by you |
|
Door furniture provided or fitted by you |
|
Additional, keys, locks, bolts, handles and latches, including where keys are lost or stolen |
|
Smoke alarms: disposable batteries testing and replacement |
|
Outbuildings, sheds, garages or greenhouses other than those supplied by us |
|
Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors |
|
Ensuring that your own fittings, such as cookers, are installed correctly and meet current safety standards |
|
Easing and adjusting internal doors |
|
Condensation problems |
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this.
We ensure that all of our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.
- 1. Repairs service - during Covid-19
- 2. Emergency & Essential (Urgent) repairs
- 3.Non-emergency repairs (response repairs)
- 4. Your repairs responsibilities
Updated: 1 June During the pandemic we were only able to carry out urgent and emergency repairs, but the good news is due to the change in government guidance and with new safety measure in place, we are now restarting responsive repairs. We are only taking repairs over the phone during the Covid-19 crisis as we still need to discuss with you whether it is safe for us to attend. You can now call our Contact Centre (Torus Customer Hub), Monday to Friday, 8am-5pm on 0800 678 1894 to book a repair. Our phone lines will be very busy over the first few weeks. If your repair is minor it would help us if you could delay reporting this until a later date. Please report all emergency and urgent repairs as usual. It will take time for us to deal with the backlog of repairs caused by the coronavirus lockdown. This is likely to cause delays to the repairs service for the next few months. We’re aiming to get back to our usual level of service as soon as possible and we thank you for your patience in the meantime. There may also be some delays to completing some repairs due to shortages of certain materials, so our ability to carry out your repair so this is subject to availability of materials. Find out more about what to expect if we visit your home here. Our skilled repairs team fix problems for our customers every day. The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7. Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities. We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.IMPORTANT NOTICE: Repairs service during Covid-19
We are also, in the short term, not able to carry out any gas routine repairs, such as fixing a broken radiator or dealing with timer faults.Taking care of our homes day in, day out
Your repairs request will typically fall into one of the following categories: Emergency Repairs – These are faults that could seriously damage your health or the property and are dealt with within 4 hours. In an emergency you should call 0800 678 1894. Non-Emergency Repairs - For all non-emergency jobs we will offer an appointment within 15 working days. The quickest way to report a non-emergency repair is online. Planned Improvements -If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.Responding to repairs
Emergency Repairs will be completed to all homes where required. For a repair to be treated as an emergency, the fault must carry the risk of immediate injury to people or major damage to property. If there is a repairs emergency call us immediately on 0800 678 1894 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year. Examples of emergency of repairs are: Essential type repairs that are not emergencies, but repairs which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life during this period of lockdown. These are repairs that do not cause immediate risk to the health & safety or security to the tenant or 3rd party and therefore not an emergency. Examples of essential (urgent) repairs are:Emergency repairs:
Essential (Urgent) repairs:
Report an emergency repair on 01925 452 452
Other useful numbers
- Gas leaks 0800 111 999
- Electrical supply 0800 195 4141
- Home water supply 0845 745 2200
- Leaks in street 0800 330 033
- Police enquiries 101/ emergencies 999
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it isn’t classed as an emergency. We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7. Check before you report Is the repair our responsibility or yours? Examples of Non-Emergency Repairs and our response times are outlined in the table below. Minor repairs to kitchen units Minor repairs to bathroom sanitary fittings and fixtures Minor plastering to walls and ceilings Minor repairs 15 days to or replacing internal doors General repairs to boilers, fires and radiators What are non-emergency repairs?
Type of repair
Response time
15 days
15 days
15 days
15 days
15 days
Which repairs are my responsibility?
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
| Repairs or items you are responsible for: |
|---|
|
Equipment, fixtures or fittings belonging to you |
|
Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas) |
|
Electric fires: light bulb replacement |
|
Minor plaster defects that can be made good with a DIY filler |
|
Damage caused by you, your family or visitors to your home |
|
Boundary dividing walls, fencing and hedging (except those supplied by us) |
|
Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear |
|
Washing lines |
|
Garden maintenance including paths and patios installed by you |
|
Door furniture provided or fitted by you |
|
Additional, keys, locks, bolts, handles and latches, including where keys are lost or stolen |
|
Smoke alarms: disposable batteries testing and replacement |
|
Outbuildings, sheds, garages or greenhouses other than those supplied by us |
|
Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors |
|
Ensuring that your own fittings, such as cookers, are installed correctly and meet current safety standards |
|
Easing and adjusting internal doors |
|
Condensation problems |
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this.
We ensure that all of our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.