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/)
Emergency Repairs are true emergencies, the fault MUST carry the risk of immediate injury to people or major damage to property.
Emergency Repairs will be completed to all homes where required.
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.
ALLOWING ACCESS: You will need to remain at your property until the operative arrives to make safe (within 4 hours or reporting).
Priority type repairs are not emergencies, but repairs which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life. These are repairs that do not cause immediate risk to the health and safety or security of the tenant or 3rd party and therefore not an emergency.
ALLOWING ACCESS: If you are given an appointment for a priority repair, you must arrange to be at home and allow access for the operative. You will be contacted by HMS with an appointment window.
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it is classed as a routine repair, not an emergency or priority repair.
Check before you report. Is the repair our responsibility or yours?
We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7.
ALLOWING ACCESS: You must be home and allow access for your appointment.
The different ways you can report a repair.
Find out which repairs you are responsible for.
Disrepair claims and protecting yourself from bogus callers.