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A fresh approach to Torus repairs service

08 January 2024

As part of our commitment to deliver a high-quality, modern, and effective repairs service and to provide homes that are comfortable, maintained, and safe for people to live in, we have worked with customers to review and update the Responsive Repairs and Maintenance Policy for Torus-owned domestic properties.

Developed with involved tenants and leaseholders through Tenant Voice, the revised policy aims to give greater clarity on roles and responsibilities to both Torus customers and employees.

Talking about the importance of the involvement of customers in the review process, Torus Group Assets Director, Margaret Goddard, said:

“Torus recognises that our customers consider the delivery of an excellent repairs service to be one of their main priorities, that is why it was important that they were part of the process to ensure that the revised policy provides an efficient and consistent responsive repairs service which represents value for money for all customers.

“It also gives greater prominence to the importance of tenant satisfaction, feedback, performance and how tenants can complain if unhappy.

“Our customers are at the heart of everything we do, and we are committed to the continuous improvement of the repairs service we offer so there will be further opportunities for customers to review progress and impact of the new policy in forthcoming months.”

What has changed?

"Repairs not Renewals"

The revised policy hasn’t changed our offer to customers but looks to re-affirm the procedures and agreements from which Torus will operate moving forward. It sets out our clear responsibilities and timescales for completing distinct types of repairs, as well as providing a range of ways for tenants to report repairs.

Reporting a repair

No change - you can still report a repair by phone, email, letter, in person, or via a representative.

But the quickest, easiest, and most convenient way to book and manage your repairs 24/7 is through your Torus online account, find out more here.

Types of repair and response timescales - including emergency, priority, routine, cyclical repairs, and programmed/ planned improvements.

Minor changes to wording to improve clarity - no changes to timescales.

Repairs Torus are responsible for

Updated - clearer information on what Torus will maintain and repair, find out more here.

Repairs customers are responsible for

Updated - clearer information on what our customers are reasonably expected to maintain and repair themselves.

Where repairs are the responsibility of the tenant, the policy ensures there is a clear system to ensure a fair and consistent approach and that tenants can access appropriate support and guidance.

We strongly advise that all customers have their own contents insurance. While Torus covers your buildings insurance, your personal belongings need to be covered by contents insurance and it's up to you to pay for your own home contents insurance and to insure your own personal belongings. Torus have arranged with RSA (formerly Royal & Sun Alliance) to provide customers with low-cost contents insurance, it is easy to understand and inexpensive. Find out more torus.co.uk/contents-insurance

Damp and Mould (Disrepair) process

We have added a new section to ensure clarity of process - find out more at torus.co.uk/damp

Importance of allowing access

Updated - if you book a repair, you must allow access for the operative/appointment. The procedures to be followed is now clearer in the policy.

The revised policy also embraces the diversity of Torus customers and will go through an Equality Impact Assessment to document how we will provide reasonable adjustments, with all amendments made in line with the Vulnerability and Reasonable Adjustments Policy (September 2023).

It also demonstrates our commitment to ensure full compliance with all legal, regulatory, and statutory requirements.

Torus Responsive Repairs and Maintenance Policy 2023

Find out more about how to report a repair, responsibilities, types of repairs and timescales at torus.co.uk/repairs.


Have your say

At Torus, we want the voices shaping our services to be as diverse as the communities we work in and welcome volunteers from all walks of life.

If you are a tenant or leaseholder, including Shared Owner, and would like to find out more about getting involved and giving your views please contact our friendly Tenant Voice (Customer Involvement) Team on 0800 678 1894 (Monday – Friday 8am-8pm, Saturday 8am – 12 midday), email tenantvoice@torus.co.uk or use the online form. Find out more about getting involved here.

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