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Information for new tenants – one stop shop

A one stop shop for information for our new tenants

  • Repairs
  • Keeping you safe
  • Getting involved
  • Support
  • What you can expect from Torus

As a new tenant you will have received your tenancy agreement and a welcome pack full of information to help you settle into your new home.

We understand that moving into a new home can be daunting, with so much to arrange and sorting out to do, so we wanted to make life a little easier and create you a one-stop-shop of information for new tenants.

Customer Services Standards – what you can expect from Torus

Complaints, compliments and feedback

At Torus, our customers are at the heart of what we do, and we are committed to delivering a high-quality service.

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, which 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 to you.

Find out more about our complaints process here

Torus Policies and publications

We’re proud of our work and achievements, but we don’t expect others to take our word for it. We’re a transparent organisation that’s honest about its successes and areas where we could do better. Each year we publish reports and a wide range of other content that shines a light on our work and how we’re performing. Want to find out more?

Policies and Strategies   Publications   Annual Report 2021/22

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Quick links

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Set up an online account

Manage your tenancy 24/7 with our online services

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Repairs – how to report

How to us know if you have issues with your property

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Repairs - your responsibilities

Find out what you are responsible for

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Rent – ways to pay

We offer a variety of ways to pay your rent

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Rent – struggling to pay

Accessing help and support

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Rent – Direct Debit

Never miss a payment

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Make a complaint

How to make a complaint, give a compliment or feedback

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Report anti-social behavior (ASB)

Having issues with ASB?

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Your home, your safety

Find out what we do to keep you and your home safe

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Domestic abuse

National and local support for victims and perpetrators

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Promoting the safety of adults and children, protecting from abuse and neglect

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Annual gas safety check

Important advice to be gas safe and your free mandatory gas safety check

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Tenant Voice

Help improve services by having your say

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Torus Talk

Join the Torus Facebook group for tenants and leaseholders

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Employment and training

Support to get closer or into employment or training

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Your tenancy

Tenancy agreement, responsibilities, making changes or leaving

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Your Neighbourhood Officer

Find out who your Neighbourhood Officer is

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Improving and altering your home

What you need to do if you want to make changes to your home

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Your responsibility as a pet owner and permissions for pets

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Your views count – customer surveys

Share your experiences of our services so we can make improvements