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/)
Updated: 4 September 2023
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally, these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
Any damage caused by forced entry made at the customer’s request (in an emergency, work may be done by Torus and recharged).
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this, in line with our Rechargeable Repairs Policy
We ensure that all our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.
We will not cover the cost of replacing any personal items caused by water leaks or fire, or other general events, unless this is caused by Torus negligence.
If you report a repair to us and an appointment is booked for someone to attend you must be home and allow access for your appointment.
Not going to be in for your appointment? Let us know
It is very important that you let us know if your appointment isn’t convenient, and we will work with you to rebook for a time that suits you better. This can be done by contacting the Torus Customer Hub:
Your cooperation in allowing access is important and is a condition of your tenancy agreement. If you continue to fail to provide access, we may need to consider legal action to gain access. We don’t want to do this but sometimes are left with no choice, especially if there is a risk to you, our property, or other people.
We will do our best to work with you if there are special circumstances which may affect access to your home and provide support where appropriate.
The different ways you can report a repair.
Find out about the different category of repairs.
Disrepair claims and protecting yourself from bogus callers.