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Standardising our services

Standardising our services

As part of our on-going effort to improve and streamline services for all our customers in our three heartlands, we are pleased to announce that now all Torus customers, no matter where they live – Liverpool, St Helens or Warrington – will be able to use the same contact number and email address to get in touch.

So, no matter why you need to contact our customers service team, the newly renamed ‘Torus Customer Hub’, whether it is to report a repair, make a rent payment, raise a query, arrange a gas service, discuss a tenancy issues, report ASB or give feedback you only have to remember one number or email.

Plus, we have also aligned all our opening hours, both for our offices and phone lines.

As a Torus Liverpool customer, you won’t notice much change as we have kept the existing freephone number and current email address.  You can find all the details below, just in case you need to get in touch.

Call: 0800 678 1894


The Torus Customer Hub is open Monday to Friday, 8am-5pm for you to ask queries, report repairs and to give us feedback.

Have you tried our ‘Queue Buster’? If you call at a busy time, you can request a call back to save you waiting on the phone.


Emergency Out of Hours

If you need to report an emergency, you can call our Out of Hours team when the Torus Customer Hub is closed:

0800 678 1894


Public Reception

Our receptions remain closed to the public for the foreseeable future, but our Torus Customer Hub is continuing to work from home, answering any questions you have. But when we do open the, hours will be:


The Observatory (Liverpool City Centre):
Monday to Friday, 9am – 5pm


Clubmoor (Liverpool):
Monday to Friday, 9am – 5pm

We will keep you updated on when we are able to re-open our public reception, with our regular Covid-19 updates on our dedicated page.


Torus Foundation

Those wishing to contact our charitable arm, the Torus Foundation should continue to use 0300 123 5809 or the contact form on their website:


Save time, do it online

Why waste time on the phone, when you can access our services 24/7 by registering for an online account.  You can:

  • Check your rent account
  • Make payments quickly and easily
  • Report, book and check repairs online, 24 hours a day (due to the Covid-19 situation, currently all repairs need to be booked via the phone to ensure the safety or you and our staff). 
  • View and print your rent statements
  • Access your tenancy information & update your details
  • Visit our online portal to register online.

Improving services for you.

Posted in News on Jul 20, 2020