Please be aware that we are currently experiencing a high volume of calls. Thank you for your patience.
We try hard to provide the right services, at the right time and the right place. But we also understand that there are times when you might not be satisfied.
If you're not happy - we want to know about it straight away so that we can resolve things quickly for you. We are here to listen and learn and welcome your feedback, which helps us to develop and improve services for you.
You can make a complaint or give feedback:
We want to resolve your issue as quickly as possible and where appropriate we will work with you to provide a response or to put it right.
If we are unable to resolve you issue informally, it will go into the following formal two-stage procedure:
If you’ve gone through our complaints process and are still unhappy you can contact the Housing Ombudsman Service. The Housing Ombudsman Service can be contacted at:
Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE
Tel: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
Fax: 020 7831 1942
The Housing Ombudsman has published a new Complaint Handling Code, setting out good practice that will allow landlords to respond to complaints effectively and fairly.
The Code will act as a guide for residents setting out what they can and should expect from their landlord when they complain.
Torus is required to self-assess against the Code and publish the results. You can download your copy of the Torus Housing Ombudsman Self-Assessment here (pdf).