Repairs service

Repairs during Covid-19 (January 2021):

We are experiencing high demand so might not respond as quickly as you're used to.

We are currently responding to all repairs but are prioritising emergency repairs.

To protect you and prevent the spread of coronavirus, we will continue to screen repairs to ensure it is safe for us to attend. Thanks for your patience. Please bear with us.

1. Repairs service - during Covid-19

Repairs service during Covid-19

Updated: 8 January 2021

Our repairs and maintenance services continue to run as normal in a COVID-secure way, including emergency and routine repairs.

We will do our best to respond to all repairs and deliver a great customer service, but the circumstances we're operating in are far from normal. Certain materials are in short supply, demand for repairs is high, we have reduced numbers because of sickness and we're striving to keep people safe.

For these reasons, we're keen to prioritise the most urgent repairs. This includes emergency repairs, repairs for older and vulnerable people and the important and legal checks, such as gas servicing and electrical checks, which keep you, your home and your family safe.

As a result, it may take us a little longer to complete routine repair requests than you're used to so please be patient with us.

Please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894 to book a repair.

IMPORTANT TO NOTE: We continue to operate safely; our established Safe Systems of Work allow us to continue to provide you with a safe repair service.

If you are displaying any symptoms please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894.

Please report all emergency and urgent repairs as usual.

Find out more about what to expect if we visit your home here.

Taking care of our homes day in, day out

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.

Manage your home 24 hours a day

Register for online services

Responding to repairs

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.

Which repairs am I responsible for?

Find out

2. Emergency & Essential (Urgent) repairs

Emergency 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:

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

Essential (Urgent) repairs:

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:

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

Emergency Contacts

Report an emergency repair on 0800 678 1894

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

3.Non-emergency repairs (response repairs)

What are non-emergency repairs?

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.

Type of repair	Response time
Minor repairs to kitchen units	15 days
Minor repairs to bathroom sanitary fittings and fixtures	15 days
Minor plastering to walls and ceilings	15 days
Minor repairs 15 days to or replacing internal doors	15 days
General repairs to boilers, fires and radiators	15 days

Which repairs are your responsibility?

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.