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Easter Opening Hours 2024

21 March 2024

Unlike previous years, where the Torus Customer Hub was closed across the Easter weekend, this year will be a little different thanks to our extended opening hours.


Torus Customer Hub You can get in touch with the Torus Customer Hub by phone, by emailing or by completing our online form.

To make it easier for you to get in touch, we have changed our opening hours, including evenings and weekends.

  • Thursday 28 March – 8am-8pm
  • Good Friday - Closed
  • Saturday 30 March – 8am-12 midday
  • Easter Sunday - Closed
  • Bank Holiday Monday - Closed
  • Tuesday 2 April – 8am-8pm

Our public receptions are open on normal weekdays from 9am – 5pm. Over Easter, our receptions will close at 5pm Thursday 28 March and reopen 9am Tuesday 2 April.

Out of Hours support

When the Torus Customer Hub is closed, our out of hours team will be responding to emergency repairs only. To contact our out of hours team to report an emergency repair, you must call 0800 678 1894.

Emergency repairs

Emergency repairs are faults that could seriously damage health or the property, examples of emergency of repairs are:

  • Escape of gas or fumes. If you smell gas, you must also contact National Grid on 0800 111999 immediately. In the event of a fire, call 999 immediately.
  • No heating or hot water
  • Electrical fittings in contact with water
  • Live or bare electric wiring
  • Sewage overflowing into the home or internal communal areas
  • Uncontrollable leaks
  • Failure of all lights or all power – domestic and communal
  • Continuous sounding activated communal / domestic fire / smoke alarms
  • CO (Carbon Monoxide) detector activation – refer to Cadent on 0800 389 8000
  • Tenant locked out of the Property - please note the replacement of lost keys are rechargeable to the customer
  • Loose or dangerous bricks or roof tiles
  • Failure of major adaptations – e.g. passenger lifts, customer stairlifts
  • Insecure external door & window if ground floor
  • Gas and electrical safety check following emergency e.g. fire, flood etc.
  • Warden call systems faults

Please always call 0800 678 1894 to report an emergency repair.

We kindly ask that customers who need to contact our out of hours service to report an emergency repair, only contact us in a genuine emergency to make sure those who need our support can get it.

Find out more about emergency repairs here.

Supporting our older and vulnerable customers

Our support services will remain open as colleagues in Torus Support Network spend the weekend ensuring our older and vulnerable customers in our supported living schemes, Refuge and communities remain safe.

Domestic abuse support

If you, or someone you know, is in an abusive relationship, support is available. If you think someone is in immediate danger, call 999 - if you are unable to speak always press '55' when prompted to confirm an emergency.

Click here to find out how to access domestic abuse support for yourself or for someone you are concerned about.

Click here if you need help if you are hurting someone.

Safeguarding - worried about an adult or a child

Safeguarding is about protecting a person’s right to live a life free from abuse and neglect. If you are concerned that a child, young person, or a vulnerable adult is at risk of or experiencing abuse or neglect/self-neglect, or you yourself are a victim of abuse, you should report it straight away so that the appropriate services can take the appropriate actions to prevent harm.

Click here to find out more about how to report your concerns.

If someone is in immediate danger, call 999.

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Easter Opening Hours 2024

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