Before carrying out any alterations, improvements, or structural changes to your home, you must:
Contact the Torus Customer Hub
Visit torus.co.uk/contact-us for all the ways you can contact us.
Complete a permission application form
- The Customer Hub will provide you with an application form.
- Please include as much detail as possible about the work you wish to carry out. Providing full information at the outset will help avoid delays.
Application review
- A Tenancy Officer will review your request.
- You may be contacted if further information, plans, specifications, or certification details are required.
Receive written approval
- If permission is granted, confirmation will be provided in writing.
- You must not begin work until you have received this written approval.
Important information
Please remember:
- Permission is required before works commence.
- Any work carried out must comply with relevant legislation, building regulations, planning requirements, and health and safety standards.
- You may be required to use appropriately qualified contractors for certain types of work.
- Permission may be refused where the proposed alteration could affect the safety, structure, or future management of the property.
If you are unsure whether your planned work requires permission, please contact us before making any changes. We will be happy to discuss your proposals and guide you through the process.
Home improvements FAQs
If you’re considering fitting hard flooring, such as wood, ceramic (tiles) or laminate instead of carpet then you’ll need our approval first. This is because not all homes are suitable for hard flooring.
We also need to consider whether the changes you are making may result in a noise nuisance that could impact your neighbour. Hardwood or laminate floors generally do not absorb sound as effectively as fitted carpets can. If a noise nuisance is caused either by poorly fitting flooring or inconsiderate behaviour, then this will be a breach of your tenancy or lease.
Permission will not usually be granted for the installation of wood, laminate or ceramic flooring if you live in a flat except on medical grounds.
If we give you permission to install laminate flooring (whether in a flat or a house) then:
- You will take it up at our request or allow us to take it up if we need to do so to inspect or carry out works to your home.
- If we take the laminate flooring up, we will not be responsible for refitting it or making good or replacing it.
If your Local Authority receives a complaint, then this may lead to them taking further action.
This guide explains what you need to do if you would like to install CCTV, a video doorbell, or another type of camera system at your home.
We understand that you may be considering CCTV to help you feel safer, protect your home, or deter crime and anti-social behaviour. While CCTV can provide reassurance, it is important that it is used responsibly and respects the privacy of your neighbours and others nearby.
Before installing any CCTV or video doorbell equipment, you must obtain permission from Torus. This is because some systems can record images, video or sound outside of your home, which may affect the privacy of other residents.
This guide explains:
- When permission may be granted.
- What information we will need from you.
- Your responsibilities if permission is approved.
- How to make sure your system complies with privacy and data protection requirements.
Our aim is to help you make an informed decision about whether CCTV is the right option for your circumstances and, if so, how it can be installed and used appropriately.
Why should I consider CCTV?
Before deciding to install CCTV, think about what problem you are trying to solve and whether there may be other options available.
Ask yourself:
- What do I want the CCTV to monitor?
- Is CCTV the most effective solution?
- Could improved lighting, stronger locks, or other security measures help instead?
- Do I need recordings, or would a simple viewing device be enough?
- Do I need audio recording, or can this feature be disabled?
In many cases, simple security improvements can be just as effective and less intrusive than CCTV.
Respecting the Privacy of Others
If you are considering CCTV, please think carefully about how it may affect your neighbours and visitors.
Where possible, cameras should be positioned so that they only capture your home and private outdoor space. If your camera records areas outside your property boundary, such as neighbouring properties, communal areas or public spaces, you may have responsibilities under data protection legislation.
Many modern CCTV systems and video doorbells include privacy masking features that can block or blur neighbouring properties and other areas that do not need to be recorded. Residents should use these features wherever possible.
You may be required to display signs informing people that CCTV is in use.
Before installing a system, consider:
- Where can I position the camera, so it only records my property?
- Could the camera accidentally capture my neighbours' homes or gardens?
- Would I be comfortable if a neighbouring property had a camera pointing towards my home?
If your system records areas beyond your property boundary, you may have additional responsibilities under data protection legislation.
If data protection law applies, you may be responsible for keeping recordings secure, ensuring footage is not retained longer than necessary, and responding to requests from individuals whose personal information has been recorded.
Applying for Permission
If you would like to install CCTV or a video doorbell, please contact Torus to request a Permission Application Form.
We can:
- Explain the requirements.
- Discuss any concerns you may have.
- Provide the Permission Application Form.
- Advise whether an alterations request may also be required.
Please do not purchase or install equipment until permission has been granted.
Permission from Torus does not remove a resident's responsibility to comply with data protection law.
Media walls are becoming more popular, but they often hide important access points or involve electrical changes that must meet strict safety requirements. Because of this, they require our permission before installation. It is likely that your request may not be approved due to the impact on access and long‑term maintenance.
You’ll need to get permission from us if you’re thinking about having Solar or Photovoltaic (PV) Panels fitted to your home. We’ll be able to give you advice on the costs and benefits of these panels and how they may affect your energy bills. If you rent from us, you won’t be able to install solar panels. We’ll only allow you to have panels fitted if:
- You live in a house that doesn’t have a communal roof and your lease or freehold states that you have full repair responsibilities
- You have written permission from your mortgage lender
- We are satisfied that the installation won’t have a negative effect on our investment in the property
- We are happy that arrangements for the installation, maintenance and long-term ownership of the panels will not have a damaging effect on the property and/or neighbouring properties.
If you’re thinking of having work done to your home, we’d suggest checking to ensure that you are meeting all building regulations or planning permissions. Here is a helpful link to the Government website which you may find useful: https://www.gov.uk/building-regulations-approval.
If you’re a Shared owner or a Leaseholder, you’ll need to pay a £200 admin fee for any major improvements to your home. This payment is for a surveyor to visit your home and make sure that the improvements are safe and that they do not cause any risk to you or to the structure of the building.
Asbestos is a term for a group of minerals made of microscopic fibres that are harmful to people if the asbestos is disturbed. Before the dangers of asbestos were recognised, it was a common building material in the UK, used in insulation, flooring and roofing. Though it is now banned in the UK, many properties built before the year 2000 may contain asbestos.
Asbestos can be found in many areas of construction including cement, textured coatings, floor tiles, textiles, sprayed coatings on walls, beams and columns, lagging, and ceiling or floor cavities. Material containing asbestos isn't likely to pose a health risk as long as it's not damaged or disturbed.
Please be sure to ask our permission before you start making any changes to your property and always ensure that you use a qualified contractor for any work you do.