Updated: 18 March 2024
Complaints, compliments and feedback
We try hard to provide the right services, at the right time and the right place. But we also understand that there are times when you might not be satisfied.
If you're not happy, we want to know about it straight away so that we can resolve things quickly for you. We are here to listen and learn and welcome your feedback, as it helps us to develop and improve services for you.
It’s important to tell us when things go right or when they go wrong so we can continue to improve our service for you.
If we are unable to resolve your complaint or at any point during the handling of your case you can go directly to Housing Ombudsman for advice and assistance, see below for more information.
The Housing Ombudsman Self-Assessment
Updated: 28 June 2024
On 1 April 2024, The Housing Ombudsman’s Code of Practice for Complaints Handling became a statutory requirement.
The Code sets out good practice that will allow landlords to respond to complaints effectively and fairly and acts as a guide for residents setting out what they can and should expect from their landlord when they complain.
In accordance with the new requirements and to assess our complaints handling, the following documents are made available for customers:
Torus Self-Assessment against the Code 2023/24
Review of Torus complaints performance in 2023/24
A plan for service improvement in 2024/25
Torus’s Board of Management has considered and agreed these documents, their comments are available here.
How to make a complaint?
The quickest way to resolve an issue is often a phone call to speak to one of our Customer Hub advisors, whenever possible we will resolve the issue straight away, if we are unable to do this to your satisfaction, we will let you know the next steps to get your issue resolved.
If you would prefer to contact us online just fill in the online complaints form and we’ll be in touch to discuss the complaint and what we will do.
Things to consider before logging a complaint:
- If you are reporting anti-social behaviour, please complete the report ASB form.
- If you are reporting a repair for the first time, this can be logged through your Torus online account - other ways to report a repair can be found here.
- Let us know who you are, we want to work with you to find a solution and won’t be able to anonymously.
- Complaints need to be received within six months of the event occurrence.
Other ways to make a complaint:
- By email to info@torus.co.uk
- In writing – post to: Torus, FAO: Complaints, Central, 4 Corporation Street, St Helens, WA9 1LD
- In person – at an office or to a member of staff
- By 0800 678 1894 (Monday to Friday, 8am-8pm, Saturday 8am-12 midday)
We want to resolve your issue as quickly as possible and, where appropriate, we will work with you to provide a response or to put it right.
If we are unable to resolve your issue, it will go into the following formal two-stage procedure:
Stage One – We will look to investigate and resolve your issue within 10 working days or less.
Stage Two – If you are not happy with how we have managed your complaint in stage one, you can request an appeal. Your complaint will be escalated for review we will work towards resolving your issue within the next 20 working days or less.
If we are unable to resolve your complaint or at any point during the handling of your case you can go directly to The Housing Ombudsman for advice and assistance.
They can assist you throughout the life of a complaint and not just at the point where you have been through our process to encourage earlier and more effective complaint resolution.
The Housing Ombudsman Service can be contacted at:
The Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
- Tel: 0300 111 3000 (lines are open Monday to Friday from 9.15am - 5.15pm)
- Fax: 020 7831 1942
- Email: info@housing-ombudsman.org.uk
EasyRead complaints leaflet
We want to encourage people with learning disabilities to complain when they experience poor service from Torus. In response to this, we have developed a new complaints leaflet in an EasyRead format.
We also have ReachDeck software on our website which can read our web pages for you. It can also highlight text line by line - like reading with a ruler. This helps people with some forms of dyslexia.
Torus Complaints EasyRead Leaflet
The leaflet was created by Inspired Services Publishing, the largest supplier of EasyRead in the UK. All of their EasyRead documents also meet or exceed current standards, including the European Standard and the new Government Standard.
As part of the process, the leaflet was reviewed by a user group who provided feedback and made changes to ensure the leaflet was understandable.
Social housing issue? Know how to complain
The government launched the ’Make things right’ campaign to ensure everyone living in social housing who have issues with their home know their rights, know how to complain to their landlord, and that their voice will be heard.
Find out moreTell us when things have gone well
IIt’s good to hear about when we’ve delivered excellent service, you’ve had a positive experience that you want to share, or you just want to give us a general comment. Tell us what you think by filling in a comments form.
Please include as much information as possible, so it can be passed on to the correct member of the team.