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Updated: 9th November 2023
Planned works are to improve the quality of your home and we do expect customers to engage in improvement works.
Additionally, Torus have an obligation to maintain and improve your home. Therefore, we would request that customers co-operate and ensure that we can carry out component replacement works and uphold our duties as a responsible landlord.
If you decide not to allow us to complete this work, we’ll ask you to confirm this on a refusal of works form.
Please note that if you change your mind at a later date and decide you do want the improvement work, it may not be possible for us to schedule it into the same year’s programme due to commitments being made to other customers.
We will advise you of the contractors appointed by Torus to carry out the works.
Our main partnering contractor is HMS, however due to the large quantity of improvements we deliver each year, some elements may be completed by other/sub-contractors.
Other Main Contractors may also be used.
All Contractors have been vetted accordingly through HMS/Torus procedures.
All staff will wear identification badges. We would ask you to never let anyone into your home without seeing their identification. Our staff and contractors won’t be offended or angry if you ask to see their identification badges. If you have any doubts about a contractor’s identification, please phone Torus Customer Hub on 0800 678 1894.
All of our contractors have received customer care training; however, we would ask that you advise us of any special requirements you have. Our contractors will treat you and your home in a courteous and respectful way. If you feel that the contractor has not done this, please let us know.
The contractors generally work between the hours of 8am and 4.30pm, Monday to Friday.
Weekend work may be arranged in special circumstances through prior arrangement.
Please complete and return your Delighted Customer Satisfaction communication when you receive it to help us to improve our services.
Torus contractors are fully trained and given clear instructions on how to work on your home safely. They will:
Torus will:
Where practical:
Work hard to:
The Contractors appointed Tenant Liaison Officer will be your first point of contact for any queries you may have and you will be given their details prior to any work starting.
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.
Most problems can be resolved easily by speaking with the Tenant Liaison Officer, however if you are still not satisfied and the situation is not resolved, then please follow our Complaint’s procedure.
No, not necessarily. As works vary from property to property according to age and condition, you may not be offered the same work at the same time as a neighbour.
If something in your home needs fixing, please report a repair in the usual way.
Yes, you’ll be given a choice of design and colours for some elements such as kitchens, bathrooms, doors and sometimes communal or external areas. We will let you know what you’re able to choose.
We may consider using your materials, such as tiles or taps – but this is at the discretion of our surveyor and contractor. You’ll have to talk to them about this before any work starts and you’ll be responsible for their maintenance after the installation is complete.
No, rent increases are not linked to the improvement works.
A stock condition survey or property assessment is when a surveyor checks the condition of your home. It typically takes 10-15 minutes and we aim to carry them out about a year ahead of any planned work in the area.
The surveyor collects information and identifies what work may need completing in the future, but they won’t be able to tell you then and there what work, if any, is needed.
If we ask you for access to complete a survey it’s important you let us in, otherwise we may not be able to schedule improvements to your home.
If you have applied to buy your property, then unfortunately only essential health and safety related works will be carried out at your home.