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Customer Service Standards

Our service standards and customer experience principles set out our commitment to tenants in terms of the levels of service you can expect.

  • How to access services
  • Timescales you should expect for response
  • Developed with customers

Please note that Torus working hours are Monday to Friday, between 8am – 5pm.

Updated: 5 March 2023

At Torus we aim to deliver high-quality services every time and we don’t want there to be any surprises when customers access our services.

We wish to be open and transparent about the level of service you can expect and the timescales in which you can expect to receive a response. 

That’s why, by working with our involved customers, we have developed a new set of standards for the services that clearly explain what our customers can expect from us. 

Our service standards are built around our customer experience principles, as part of our promise to you, we will:

  • Make sure customers can access services effortlessly (at a time that is convenient for them, via appropriate channels)
  • Listen and show empathy and understanding
  • Recognise that every customer is an individual and respect individual needs
  • Always keep our promises
  • Get it right first time
  • Meet our customer service standards (providing a timely response)
  • Keep customers informed every step of the way

In return, we expect that you to keep to all terms within your tenancy agreement. 

Read our full Customer Service Standards here (pdf) or below.

Our standards are broken down into eleven themes, based on what matters most to you:

Customer Service Standards
How to access this service
Timescale

Be accessible to answer queries

Phone 0800 678 1894 (freephone)

Email info@torus.co.uk

Visit to our public receptions (currently open Monday to Friday, 9am - 5pm).

Via my.torus.co.uk


Calls answered
Monday - Friday, 8am - 5pm, Saturday 8am - 12noon
Out of hours service for emergency repairs. (evenings from 5pm, Saturday from 12noon, Sunday and holidays)

Respond to written communication within 10 working days.

Emails automatically acknowledged immediately and responded to within 48 working hours (Monday - Friday, 9am - 8pm, Saturday 8am - 12noon)


Respond to request for a call back from a specialist team where your query cannot be answered at point of contact

Phone call from relevant team


Acknowledge all emails within 2 working days

Respond to all call back requests within 5 working days

Immediately escalate and respond to queries requiring an urgent response e.g. Health & Safety or Safeguarding concerns within 1 working day

Visit our Contact Us page

Neighbourhoods Service Standards
How to access this service
Timescale

Respond to requests for a call back from a Neighbourhood Officer

Respond to reports of fly tipping on land owned by Torus

Respond to reports of offensive graffiti on property owned by Torus

Respond to reports of other graffiti on property owned by Torus

Respond to reports of abandoned vehicles

Respond to reports of abandoned properties

Respond to reports of untidy gardens

Respond to requests for permission to carry out homes improvements

Respond to requests to keep a pet

Phone 0800 678 1894 (freephone)

Email info@torus.co.uk

Visits to our public receptions in each heartland.

Via my.torus.co.uk


Respond to all requests within 5 working days

Respond to reports within 5 working days.

Respond to reports within 1 working day.

Respond to reports within 14 working days.

Respond to reports within 5 working days. Timescale to resolve 14 working days.

Respond to reports within 1 working day.

Respond to reports within 5 working days.

Respond to requests within 5 working days.

Respond to requests within 5 working days.

Visit our Contact Us page

Lettings Service Standards
How to access this service
Timescale

We will only let homes which meet our published minimum lettable standard.

We will let all our homes quickly

We will offer a private viewing of any property offered as early as possible

If the property is accepted we will invite you to a private interview and provide you with information specific to your new home. We will also explain the terms of the Tenancy agreement to you.

Customer will receive a courtesy call after signing for their new home.


Applications for Torus rented homes via relevant Allocations process:

Warrington and St Helens
www.u-1-r.co.uk

Liverpool
www.propertypoolplus.org.uk

More at my.torus.co.uk


Within 5 working days.

Courtesy call within 5 working days.


Rent a home with Torus

Leasehold Service Standards - leaseholders only
How to access this service
Timescale

Respond to requests to purchase more shares in your home

Respond to requests to sell your home

Respond to rent and service charge enquiries

Process Right to Buy & Right to Acquire applications to statutory timescales

Respond to any lease enquiries or tenancy management issues for Rent to Buy customers

Phone 0800 678 1894 (freephone)

Email leaseholderteam@torus.co.uk

Visits to our public receptions in each heartland.

Via my.torus.co.uk


Respond to requests within 5 working days.

Respond to requests within 5 working days.

Acknowledge enquiry within 2 working days. Respond to enquiry within 5 working days.

Respond within statutory timescales.

Respond to enquiries within 5 working days.

More information for Leaseholders

Home Service Standards
How to access this service
Timescale

Respond to Emergency Repairs

These are faults that could seriously damage your health or the property

Respond to Priority Repairs – These 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.

Respond to Routine Repairs - offer an appointment for non-emergency jobs

Respond to requests for a call back from a Repairs Officer

Carry out a gas safety checks

Carry out an electrical safety checks

Carry out water safety check for homes with stored water installations

Carry out inspections of passenger lifts

Provide home safety information


Report emergency repairs 24/7 by calling 0800 678 1894.

Report repairs by calling 0800 678 1894, emailing info@torus.co.uk or online using your Torus account.

Report repairs by Phone (freephone) 0800 678 1894 or online appointment booking available

Phone 0800 678 1894 (freephone) or email info@torus.co.uk

Home visit - we will contact you directly to arrange.

Home visit - we will contact you directly to arrange.

Home visit - we will contact you directly to arrange.

Home visit - we will contact you directly to arrange.

Information provided when you move into your home

We aim make emergency repairs safe within 4 hours and complete the job within 24 hours.

We aim to complete the job within 48 hours.

For all non-emergency jobs we will offer an appointment within 20 calendar days.

Respond to all call back requests within 5 working days

We will carry out a gas safety check annually.

We will carry out an electrical safety check every 5 years.

We will carry out a water safety check every 5 years.

We will carry out inspections twice a year (servicing 4 times a year).

Provided when you move into your home and available on Torus website.

Find out more about repairs

Home Service Standards
How to access this service
Timescale

Carry out a gas safety checks

Carry out an electrical safety checks

Carry out water safety check for homes with stored water installations

Carry out inspections of passenger lifts

Provide home safety information

Home visit - we will contact you directly to arrange.

Home visit - we will contact you directly to arrange.

Home visit - we will contact you directly to arrange.

Home visit - we will contact you directly to arrange.

Information provided when you move into your home

We will carry out a gas safety check annually.

We will carry out an electrical safety check every 5 years.

We will carry out a water safety check every 5 years.

We will carry out inspections twice a year (servicing 4 times a year).

Provided when you move into your home and available on Torus website.

Our commitment to home safety

Rents & Charges Service Standards
How to access this service
Timescale

Respond to rent account balance and make a rent payment

Respond to other rent queries which cannot be resolved at point of contact e.g. direct debit, charges, benefits


Request by Phone (freephone) 0800 678 1894

Get your rent balance by text, text “Balance” to 07520 660 235

Use your online account or make a payment using our secure payment site: my.torus.co.uk

Email info@torus.co.uk

Or contact the Income Team directly.

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

Monday - Friday, 9am - 8pm, Saturday 8am - 12noon

Respond within 4 hours Monday - Friday, 9am - 5pm, Saturday 8am - 12noon

Acknowledge all emails and calls within 2 working days

Respond to all call back requests within 5 working days

Rent and money matters

Safer Estates Service Standards
How to access this service
Timescale

Respond to reports of antisocial behaviour (ASB) requiring an urgent response e.g hate crime, harassment & domestic abuse

Respond to reports of general ASB e.g. noise nuisance, dog fouling

Report any Safer Estate (ASB) concerns by calling 0800 678 1894, emailing info@torus.co.uk, using the online form on my.torus.co.uk, in person at one of our receptions or by speaking to your Neighbourhood Officer.

Respond to urgent call back requests within 24 hours

Respond to reports within 5 working days

Taking ASB seriously

Safeguarding
How to access this service
Timescale

Respond to reports of safeguarding concerns

If you have a safeguarding concern contact your local safeguarding teams within your Local Authority.

If someone is in immediate danger or you believe a crime has been committed, please contact 999 immediately.

Safeguarding Children/Adults concerns will be escalated within an hour of identification of an incident

· Non urgent concerns raised for tenants/household members will be responded to within a minimum of 24 hours

· Welfare concerns (e.g. safe and well checks, calls to emergency services) will be responded to immediately from point of identification.

Keeping you safe

Complaints Service Standards
How to access this service
Timescale

Seek immediate resolution to service requests at the point of contact where possible and within 48 hours if input is required from another service area

Respond to Stage 1 complaints in writing

Respond to Stage 2 complaints in writing

Report any complaints by calling 0800 678 1894, emailing info@torus.co.uk, using the online form on my.torus.co.uk or in person at one of our receptions.

Answer calls Monday - Friday, 8am - 8pm, Saturday 8am - 12noon

Acknowledge all complaints within 2 working days

Respond to your complaint at Stage 1 within 10 working days

Respond to your complaint at Stage 2 within 20 working days

Our complaints process

Tenant Voice Service Standards
How to access this service
Timescale

Respond to requests to get involved

Respond to requests to join Torus Talk Facebook group

Respond to requests from involved tenants

Contact the Tenant Voice Team by emailing tenantvoice@torus.co.uk or calling 0800 678 1894.

Send request on Torus Talk Facebook page: www.facebook.com/groups/TorusTalk

Acknowledge all emails and calls within 2 working days

Respond to all call back requests within 5 working days

Respond to all requests within 2 working days

Respond to all call back requests within 5 working days

Find out more about getting involved

Going forward, our performance as a landlord will be monitored against these standards with the results being shared with customers and other stakeholders in future newsletters and our annual report.  This is to show we are meeting the standards and customers are receiving what they have been promised but will also help us to improve services.  

We would welcome your feedback on the standards. If you are interested in getting involved in helping Torus to improve and shape the services, you receive please email TenantVoice@torus.co.uk or visit the Tenant Voice page.

If you're not happy - we want to know about it straight away so that we can resolve things quickly for you. Find out more about making a complaint here.