Central Heating/Boiler Works FAQs

Updated: 9th November 2023

As part of our commitment to invest in our existing homes and neighbourhoods, around every 18 years, we hope to upgrade our rented customers’ boilers.

This is to ensure that your home continues to be warm, comfortable and energy efficient.

 The following information outlines essential information you need to know if you are offered a brand-new boiler from Torus.

Why are we replacing your boiler?

Over time boilers become less efficient and breakdown more often. Your new combination boiler will be more reliable, energy efficient and easier to control.

A new boiler will mean you are using less energy to heat your home and hot water.

What work will be Included?

We will remove the existing boiler and inspect the existing pipework and radiators.

We are usually able to utilise existing pipework and radiators minimising disturbance in other areas.

Where existing pipework is used, we will ensure this is flushed appropriately and suitable to use.

The new boiler will be installed in the same location as the old boiler.

Once installed our engineers will show you how to use the system and provide you with documentation.

How long will the work take?

We will keep you fully informed every step of the way, and we aim to complete the boiler installation within one working day.

Where any additional work is identified this may take longer.

Even though the installations only take a day, we will ensure that any temporary heating that is required, is provided to you so we can help you keep warm throughout the works.

How long after getting the notification letter will the new boiler be installed?

Once the initial surveys have been completed our partnering contractor will contact you to let you know when the work will start on your home.

We will keep you updated throughout the process.

Your property will sit on a full year programme so this could be at any point between this April and March the following year.

How can you help us?

We want to work with customers to make the process as simple as possible, to help us achieve this, we ask that customers please:

• Keep any appointments that are made, however if the appointment date is unsuitable, please let us know immediately and an alternative will be arranged.
• Be patient and understand there will be a degree of dust and noise, but we will try to keep this to a minimal level
• Follow our instructions during works such as keeping boundary lines clear
• Be responsible for personal belongings and always keep valuables in a safe place. Let us know straight away if you have any queries or any of your belongings are damaged.
• Complete and return our ‘Delighted’ Customer Satisfaction Survey once the work is completed to your home.