Important information about Internet Explorer and Torus websites Close
Please note that to provide the most secure and reliable service to our visitors the Torus Group websites will no longer support the Internet Explorer web browser.
We recommend upgrading to one of the latest Microsoft Edge, Google Chrome or Firefox browsers.
Microsoft support for Internet Explorer 11 on many versions of Windows ended on 15 June 2022. Click here for more information: (https://blogs.windows.com/windowsexperience/2022/06/15/internet-explorer-11-has-retired-and-is-officially-out-of-support-what-you-need-to-know/)
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.
COLD WEATHER: If you are having issues with frozen pipes, our contractors, HMS, have produced a helpful videos to guide you through thawing a frozen condensed pipe from your boiler, as well as resetting your boiler and fuse board.
All repairs are prioritised as either Emergency, by Arrangement (Priority or Routine) and or Programmed (Major) Repair:
*Due to the backlog of repairs caused by the impact of the pandemic, we are currently offering appointments within 40 calendar days. This is a temporary situation during this recovery period. 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’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.
Find out about the different category of repairs.
Find out which repairs you are responsible for.
Disrepair claims and protecting yourself from bogus callers.