COVID-19 (2021)

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Reporting a Repair

Reporting a Repair

Repairs during COVID-19 (January 2021):

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

We are currently responding to all repairs but are prioritising emergency repairs.

To protect you and prevent the spread of coronavirus, we will continue to screen repairs to ensure it is safe for us to attend. Thanks for your patience. Please bear with us.

Updated: 8 January 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.

Emergency Repairs

Emergency Repairs will be completed to all homes where required. For a repair to be treated as an emergency, the fault must carry the risk of immediate injury to people or major damage to property.

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 repairs are:

  • Escape of gas or fumes
  • Electrical fittings in contact with water
  • Live or bare electric wiring
  • Sewage overflowing into the home
  • Uncontrollable leaks
  • Burst storage tanks, cylinders or pipes
  • Faulty communal fire/smoke alarms sounding
  • Tenant locked out of the Property
  • Loose or dangerous bricks / roof tiles
  • Issues with major adaptations – e.g. passenger lifts, customer stairlifts
  • No heating/hot water

Essential (Urgent) Repairs

Essential type repairs that 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 during this period of lockdown. These are repairs that do not cause immediate risk to the health & safety or security to the tenant or 3rd party and therefore not an emergency.

Examples of essential repairs are:

  • Failure of all communal lighting
  • Loss of water e.g. failure of cold water drinking tap
  • Board up broken window
  • Blocked drains
  • Faulty communal fire/smoke alarms
  • External door that cannot be locked
  • Warden call systems
  • Containable/Controlled Leaks
  • No flush on toilet
  • Window jammed open
  • Kitchen / bathroom lights
  • Repairs to internal doors (for self-isolation purposes only)
  • Faulty extractor fan
  • Defective cistern or overflow
  • Faulty communal aerial
Report Online

Our skilled repairs team 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 (please note this is currently unavailable).

Report now

Not registered?

Sign up now for access to your rent account, repair history, to update your personal details and much more.
You will need your tenancy number to register with My Account and there is also a step by step video on the link above.

Emergency repairs can be reported 24 Hours a day, 7 days a week by calling 0800 678 1894.

When can I report a repair?

If you don't use the My Account option, which is available 24 hours a day, you can report a repair 8am to 6pm Monday to Friday via 0800 678 1894.

Appointment Times

There are a variety of appointment times options available Monday - Saturday but please note specific appointment times will be not offered for emergency repairs.

Responding to your Repair Request

All repairs are categorised as:

Emergency Repairs

We will make safe any emergency repairs within 2 hours and will aim to complete the job within 24 hours.

These are repairs that affect the safety or basic security of your home or could affect the health of your household or visitors (these include gas leaks, uncontrollable water leaks and serious electrical faults).

By Arrangement

We will aim to complete all routine repairs within 20 calendar days.

These are repairs that can wait without causing you major inconvenience such as a leaking gutter.