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STORM ARWEN

Please be aware that we are currently experiencing a high volume of calls. Thank you for your patience.

Reporting a Repair

Reporting a Repair

Repairs during COVID-19:

We are experiencing high demand so might not respond as quickly as you're used to.


Service Update (October 2021): Repairs and Maintenance – possible delays

Following the implementation of a new IT system we are currently experiencing some initial teething problems, resulting in delays with some repairs. Please bear with us as we are working as hard as we can to get everything back to normal. Thank you for your patience and we are sorry for any inconvenience.

Repairs service during Covid-19

Updated: 29 September 2021

Our repairs and maintenance services continue to run as normal in a COVID-secure way, including emergency and routine repairs.

We will do our best to respond to all repairs and deliver a great customer service, but the circumstances we're operating in are far from normal. Certain materials are in short supply, demand for repairs is high, we have reduced numbers because of sickness and we're striving to keep people safe.

For these reasons, we're keen to prioritise the most urgent repairs. This includes emergency repairs, repairs for older and vulnerable people and the important and legal checks, such as gas servicing and electrical checks, which keep you, your home and your family safe.

As a result, it may take us a little longer to complete routine repair requests than you're used to so please be patient with us.

Please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894 to book a repair.

IMPORTANT TO NOTE: We continue to operate safely; our established Safe Systems of Work allow us to continue to provide you with a safe repair service.

If you are displaying any symptoms please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894.

Please report all emergency and urgent repairs as usual.

Find out more about what to expect if we visit your home here.

Taking care of our home's day in, day out

Our skilled repairs team at HMS fix problems for our customers every day.

The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7.

Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities.

We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.

Responding to repairs

Updated: 29 September 2021

All repairs are prioritised as either Emergency, by Arrangement (Priority or Routine) and or Programmed (Major) Repair:

Emergency Repairs – These are faults that could seriously damage your health or the property, we aim make safe any emergency repairs within 4 hours and will aim to complete the job within 24 hours. In an emergency you should call 0800 678 1894.

Priority Repairs – These 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. We aim to complete the job within 48 hours.

Routine Repairs - For all non-emergency jobs we will offer an appointment within 20 calendar days. The quickest way to report a non-emergency repair is online.

Programmed (Major) Repair (planned Improvements) - If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.

ALLOWING ACCESS: If you book a repair you must allow access for the operative/appointment.

Emergency Repairs

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.

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/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 detector activation – refer to Cadent
  • Tenant locked out of the Property
  • Loose or dangerous bricks / 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

ALLOWING ACCESS: You will need to remain at your property until the operative arrives to make safe (within 4 hours or reporting).

Priority repairs:

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 H&S or security to the tenant or 3rd party and therefore not an emergency.

Examples of priority repairs are:

  • Loss of water e.g. failure of cold-water drinking tap
  • Board-up broken window (glass)
  • Broken window mechanism where window can’t be secured
  • Blocked sink / bath waste pipes
  • Faulty communal fire / smoke alarms e.g. intermittent bleeping
  • Containable / controlled leaks
  • No flush / blocked drain – if only one toilet in the property
  • Failure of kitchen / bathroom lights
  • Repairs to internal doors (for self-isolation purposes only).
  • Faulty communal aerial
  • Slips /trips and falls hazard

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.

What are routine repairs?

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.

Examples of routine repairs are outlined below:

  • Minor repairs to bathroom sanitary fittings and fixtures
  • Minor repairs to kitchen units
  • General repairs to boilers, fires and radiators
  • Minor plastering to walls and ceilings
  • Minor repairs 15 days to or replacing internal doors

Allowing access: You must be home and allow access for your appointment.

Which repairs are my responsibility?

We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.

Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally, these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.

Repairs or items you are responsible for - the following list of examples is not exhaustive:

  • Additional keys, locks, bolts, handles and latches, including where keys are lost or stolen
  • Any repairs due to misuse, or damage to fixtures and fittings not caused by normal wear and tear
  • Damage caused by you, your family or visitors to your home
  • Doorbells, latches, knobs, handles, finger plates, chains and spyholes where fitted by the Customer
  • Condensation problems
  • Smoke detectors/alarms - disposable batteries testing and replacement (unless supplied and fitted by Torus)
  • Bath, sink and WC waste pipe and gully cleaning where blockages result from neglect or carelessness by you, members of your household or visitors
  • Minor cracks in the plaster that can be made good with a DIY filler
  • Light bulbs, electric plugs, fuses, fluorescent tubes and starter motors (except in communal areas)
  • Boundary dividing walls, fencing and hedging (except those supplied by us)
  • Fencing repairs (including the application of timber preservatives) if not provided previously by the relevant Local Authority or Torus.
  • Equipment, fixtures or fittings belonging to you
  • Garden maintenance including paths and patios not provided by the relevant Local Authority or Torus
  • Internal doors (fair wear and tear excepted)
  • Plumbing to washing machines, dishwasher and other such appliances
  • Keeping gullies clear (except communal gullies)
  • Toilet seats, chains, pulls and handles
  • Plugs and chains to sink, bath and wash hand basin
  • Curtain battens, coat hooks and rails
  • Door catches, handles, hinges, shelving and drawers
  • Electrical plugs, fuses, resetting circuit breakers and light bulbs
  • Floor coverings (Inc. laminated flooring)
  • Adjustments, and easing to doors to clear floor coverings and re-hanging doors after carpets fitted
  • Washing line and posts (except where washing line is a communal facility)
  • Gate catches and latches (excluding wrought iron gates)
  • Electric fires: light bulb replacement
  • Outbuildings, sheds, garages or greenhouses other than those supplied by us
  • External glazing, unless caused by a structural fault or vandalism if a crime reference is presented. If customers fail to undertake the glazing repair in a reasonable timescale, or in an emergency, work may be done by Torus and recharged to the customer.
  • Any damage caused by forced entry made at the customer’s request (in an emergency work may be done by Torus and recharged).

If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this, in line with our Rechargeable Repairs Policy. If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this, in line with our Rechargeable Repairs Policy.

We ensure that all our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.