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Complaints, Compliments and Feedback

Our customers are at the heart of what we do and we are committed to delivering a high-quality service.  We take all complaints seriously and act quickly to resolve any issues.

  • How to make a complaint
  • What to do if you are not satisfied
  • Using your complaints to improve services

Updated: 1 November 2023

Complaints, compliments and feedback

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, as it helps us to develop and improve services for you.

It’s important to tell us when things go right or when they go wrong so we can continue to improve our service for you.

If we are unable to resolve your complaint or at any point during the handling of your case you can go directly to Housing Ombudsman for advice and assistance, see below for more information.

The Housing Ombudsman Self-Assessment

Updated: September 2022

We also follow the requirements in The Housing Ombudsman Complaint Handling Code, which sets out good practice that will allow landlords to respond to complaints effectively and fairly.

The Code also acts as a guide for residents setting out what they can and should expect from their landlord when they complain.

As part of the Code, we’re required to assess our complaints handling procedure.  Here’s our most recent self-assessment.  

Download the Torus self-assessment (2023)

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How to make a complaint?

The quickest way to resolve an issue is often a phone call to speak to one of our Customer Hub advisors, whenever possible we will resolve the issue straight away, if we are unable to do this to your satisfaction, we will let you know the next steps to get your issue resolved.

If you would prefer to contact us online just fill in the online complaints form and we’ll be in touch to discuss the complaint and what we will do.

Things to consider before logging a complaint:

Other ways to make a complaint:

  • By email to
  • In writing – post to: Torus, FAO: Complaints, Central, 4 Corporation Street, St Helens, WA9 1LD
  • In person – at an office or to a member of staff
  • By 0800 678 1894 (Monday to Friday, 8am-5pm, Saturday 8am-12noon)

Contact Us

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 your issue, it will go into the following formal two-stage procedure:

Stage One – We will look to investigate and resolve your issue within 10 working days or less.

Stage Two – If you are not happy with how we have managed your complaint in stage one, you can request an appeal. Your complaint will be escalated for review we will work towards resolving your issue within the next 20 working days or less. 

Full details in our Complaints Policy (pdf)

If we are unable to resolve your complaint or at any point during the handling of your case you can go directly to The Housing Ombudsman for advice and assistance.

They can assist you throughout the life of a complaint and not just at the point where you have been through our process to encourage earlier and more effective complaint resolution.

The Housing Ombudsman Service can be contacted at:

The Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

The Housing Ombudsman website

Tell us when things have gone well

IIt’s good to hear about when we’ve delivered excellent service, you’ve had a positive experience that you want to share, or you just want to give us a general comment. Tell us what you think by filling in a comments form.

Please include as much information as possible, so it can be passed on to the correct member of the team.

Compliments form