Important information about Internet Explorer and Torus websites Close
Please note that to provide the most secure and reliable service to our visitors the Torus Group websites will no longer support the Internet Explorer web browser.
We recommend upgrading to one of the latest Microsoft Edge, Google Chrome or Firefox browsers.
Microsoft support for Internet Explorer 11 on many versions of Windows ended on 15 June 2022. Click here for more information: (https://blogs.windows.com/windowsexperience/2022/06/15/internet-explorer-11-has-retired-and-is-officially-out-of-support-what-you-need-to-know/)
Updated: 22 May 2023
Damp and mould in buildings are caused by excess moisture. This moisture can be caused by a wide range of issues including, but not limited to, leaking pipes, poor ventilation, rising damp, excessive condensation, rain seeping in because of damage to the roof or window frames.
If you have damp or mould, it is extremely important to find out why you have excess moisture in your home. We urge anyone residing in any of our properties to REPORT issues of mould or damp to us immediately. Once we know what is causing the issue, we can RESOLVE it.
Alongside major physical investment, Torus has adopted several strategies as part of our approach to prevent damp and mould to get the right outcomes for our customers. These include, but are not limited to:
Throughout this process we will keep in touch with YOU until YOU tell us that you are satisfied, and that the problem has been completely RESOLVED.
If you remain dissatisfied, we will use our complaints process to try to find a way to resolve the issue to your satisfaction.
If you have previously reported problems of damp and mould, but we haven’t resolved the issue to your satisfaction, please contact our customer services team (details below) and ask for your case to be reviewed. We will treat your enquiry as urgent and do our best to resolve the problem as quickly as we can.
If you report damp and mould to us, we will conduct a visit to your property within ten working days. This may also result in further visits to conduct works such as anti-fungal washes, which kills and inhibits mould growth. The available dates and times of these appointments will be discussed with you, if an appointment is booked you must be home and allow access for your appointment.
Not going to be in for your appointment? Let us know
It is very important that you let us know if your appointment isn’t convenient, and we will work with you to rebook for a time that suits you better. This can be done by contacting the Torus Customer Hub, details below.
Your cooperation in allowing access is important and is a condition of your tenancy agreement.
We will do our best to work with you if there are special circumstances which may affect access to your home and provide support where appropriate.
The quickest and easiest way to report an issue to us is online. Sign up for online services here to report, track your bookings 24/7.
You can also report issues to us via the Torus Customer Hub:
Details of our updated Damp and Mould Policy can be found here.
For more information on how damp and mould could affect your health please visit the NHS website.