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Window works FAQs

Updated: 9th November 2023

As part of our commitment to invest in our existing homes and neighbourhoods, around every 30 years, we hope to upgrade our rented customers’ windows.

The following information outlines essential information you need to know if you are offered new windows from Torus.

What work will be Included?

We will remove the existing windows, which will be replaced with uPVC double glazed windows, making good any remedial work required.

To complete these works, we will need to erect a full scaffold around your property to allow safe access.

Please be assured that our contractors at HMS will work closely with you and look to minimise any disruption during the works.

How long will the work take?

Each job varies depending on the windows and size of your home, but we will keep you fully informed every step of the way and aim to complete the installation an average installation takes about five working days but can take longer if the home is bigger with more windows.

What are the windows like?

The windows are high-quality, long-lasting, modern windows, that are ‘Secured by Design’, with features that help stop potential intruders from gaining easy access into your property, giving you peace of mind that your windows are as secure as possible.

How long after getting the notification letter will the new windows be installed?

This will be dependent upon work required.

Once the initial checks and surveys have been complete, including measuring up for the new window(s), the windows will be ordered and take about 10-12 weeks to arrive. Recently we have seen increased lead in times for UPVC products so exact times will be communicated to you during the measurement process.

Our partnering contractor HMS will contact you to let you know when the work will start on your home and we will keep you updated throughout the process.

Your property will sit on a full year programme so this could be at any point between this April and the following March.

How can you help us?

We want to work with customers to make the process as simple as possible, to help us achieve this, we ask that customers please:

Keep any appointments that are made, however if the appointment date is unsuitable, please let us know immediately and an alternative will be arranged.
Be patient and understand there will be a degree of dust and noise, but we will try to keep this to a minimal level
Follow our instructions during works such as keeping boundary lines clear
Be responsible for personal belongings and keep valuables in a safe place at all times. Let us know straight away if you have any queries or any of your belongings are damaged.
Complete and return our ‘Delighted’ Customer Satisfaction Survey once the work is completed to your home.

Find out more in the general Planned Works FAQs