Torus is committed to providing the best possible service for our customers, and so, from Monday 6 March 2023, we extended the opening hours of the Torus Customer Hub, meaning that customers have more choice about when they can get in touch with us, which now includes evening and on Saturday mornings.

This change is part of our commitment to improving and evolving services by listening, responding and acting to the customer voice, who told us that they were sometimes struggling to access services due to various reasons including work schedules, and the 8am-5pm was no longer working for them.

Torus is passionate about being here when we are needed, to provide a range of flexible, efficient easy-to-use ways our customers can contact and transact with us, offering the right services at the right time, with an emphasis on providing options, and support for those who may need a little extra help or are less able to self-serve and transact online.

In response to this, customers now have more opportunities to contact Torus Customer Hub on 0800 678 1894 to report their repairs, make a payment, report anti-social behaviour, make a complaint, discuss tenancy issues or request support:

• Monday – Friday, 8am – 8pm
• Saturday, 8am – 12noon

Customers can still email the hub at any time via info@torus.co.uk.

The public reception opening hours will remain the same (Monday to Friday, 9am-5pm).

Our out of hours service for emergency repairs, will continue as normal outside these hours – customers can report emergency repairs, which are faults that could seriously damage health or the property, 24/7 by calling 0800 678 1894.

Talking about how we got here, Gaynor Johnson, Housing Regional Director, said:

“At Torus we keep customers at the heart of service delivery, and we will listen, act, and respond to ever-changing needs.

“We believe that customers should always be able to access Torus services quickly and in a way that reflects their needs. So when they told us that the traditional 8am-5pm customer service hours were no longer working for them, we listened.

“Taking those comments on board, we reviewed our service offer to see what we could do better, whilst still balancing value for money.

“We’ve recruited and trained new customer service colleagues and make sure the tech was updated and ready to support the changes.

“We continue to see a significant increase in demand for our services post-pandemic and we hope that the increased hours will also help to reduce call waiting times and increase customer satisfaction. However, Monday will always remain our busiest day, so we continue to advise customers to avoid calling Mondays if their call is not urgent.”

By using an intelligence-led approach to inform service change and by consulting with customers about how our services are shaped and delivered we will ensure all customer groups can interact with Torus easily and effectively whenever they need to.

Get involved and have your say

At Torus, we want the voices shaping our services to be as diverse as the communities we work in and welcome volunteers – tenants and leaseholders - from all walks of life. To find out more contact the Tenant Voice (Customer Involvement) team on 0800 678 1894 (Monday – Friday, 8am-8pm), email tenantvoice@torus.co.uk or click here.

Getting in touch

Customers can contact Torus in a variety of ways – phone, email, online, in person - find out more about getting in touch here.

Manage your tenancy online 24/7

Customers save time and go online, by managing their tenancy online 24/7, with their own online account. The Torus portal is a one-stop shop for managing all tenancy needs, packed with all the usual features such as reporting and managing repairs, checking rent balances, making a payment, reporting ASB, updating details and much more. Set up an account here.