ONLINE ACCOUNT | Due to planned improvements, your online account will be down from 8am, Tuesday 26 November until Thursday 28 November. Click here for more ways to contact us. We are sorry for any inconvenience.
Updated: 5 January 2024
Our skilled repairs team at HMS 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 report, track and manage repair bookings 24/7.
You can also report your repairs by contacting the Torus Customer Hub:
Before logging your repair, please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities.
You cannot log emergency repairs online. 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.
Emergency Repairs are true emergencies, the fault MUST carry the risk of immediate injury to people or major damage to property.
You can find examples of emergency repairs here.
COLD WEATHER: If you are having issues with frozen pipes, our contractors, HMS, have produced a helpful video to guide you through thawing a frozen condensate pipe from your boiler, as well as resetting your boiler and fuse board.
All repairs are now prioritised as either Emergency, Routine Repairs by Arrangement, Cyclical Repairs or Programmed/Planned Repair.
Unless these works are considered a Health and Safety or Vulnerability risk these works will be added to planned or Cyclical improvement programmes where they will be scheduled to be completed within a reasonable timescale. Typically, by geographical area over a 0–5 year period. On certain occasions and where it is considered appropriate to complete this type of repair within this category, Torus will aim to complete this within 60 days of reporting. Find out more about planned improvements here.
*Due to high demand causing a backlog of repairs, we are currently offering appointments within 40 calendar days for general repairs. Urgent/emergency repairs will be attended to as normal, as well as further consideration of vulnerable customers depending upon the nature of the repair. This is a temporary situation, and we kindly ask that customers do not call to chase repair if an appointment has been agreed within the 40 days. We apologise for any inconvenience and thank you for your patience.
IMPACT OF EXTREME WEATHER: In the event of extreme adverse weather, such as freezing or storm conditions, demand on our services and request for repairs can increase, meaning that on some occasions, we may not be able to respond within the times shown.
ALLOWING ACCESS: If you book a repair you must allow access for the operative/appointment. We have thousands of appointments each year where our customer has not told us they will not be home at the time agreed for our visit. If you do not tell us you will not be home (without good reason) and we have a wasted visit, you may experience a further delay in having your general repair done as you will return to the back of the queue. Unless there is a genuine safety or vulnerability related to your repair you will not be re prioritised.
We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.
Find full details of our Responsive Repairs & Maintenance Policy here
Find out about the different category of repairs.
Find out which repairs you are responsible for.
Disrepair claims and protecting yourself from bogus callers.