Repairs and maintenance

Updated: 5 January 2024

How to report a repair

Our skilled repairs team at HMS fix problems for our customers every day.

The quickest and easiest way to report a repair is online. Sign up for online services here to report, track and manage repair bookings 24/7.

You can also report your repairs by contacting the Torus Customer Hub:

• Call 0800 678 1894 (Monday to Friday, 8am-8pm, Saturday 8am - 12 midday)
• Email info@torus.co.uk
• Complete an online form
• In person at one of offices in Warrington, St Helens or Liverpool
• In writing – post to: Torus, FAO: Complaints, Central, 4 Corporation Street, St Helens, WA9 1LD

Before logging your repair, please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities.

Your Repairs Responsibilities

Responding to repairs

All repairs are now prioritised as either Emergency, Routine Repairs by Arrangement, Cyclical Repairs or Programmed/Planned Repair.

• Emergency Repairs – These include repairs affecting the safety or basic security of the property or potentially affecting the health of the household or visitors (e.g., gas leaks, uncontrollable water leaks and serious electrical faults.) We will make safe any emergency repairs within 4 hours and will aim to complete the job within 24 hours.
• Priority Repairs – These are not emergencies, but repairs which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life. We aim to complete the job within 48 hours.
• Routine Repairs by Arrangement - These are repairs that can wait without causing major inconvenience to the tenant, e.g., a leaking gutter. These works can be carried out at a scheduled appointment to suit the tenant’s availability (excluding Sundays and Bank Holidays). These repairs normally require the organisation of materials to facilitate the repair. We will aim to complete all routine repairs within *20 calendar days.
• Cyclical Repairs – These are non-urgent repairs or general maintenance activities undertaken on a 12-, 24- or 60-month cycle dependent on the work type. These are primarily repairs to the external fabric of the property and external works to outbuildings and fencing.
• Programmed/Planned Repairs - These are repairs that are non-urgent but that can also be complex in nature (such as structural repairs, external improvements works or those that can be combined/packaged to be delivered in a more efficient way). These repairs may also require a higher degree of tenant consultation or planning.

  Unless these works are considered a Health and Safety or Vulnerability risk these works will be added to planned or Cyclical improvement programmes where they will be scheduled to be completed within a reasonable timescale. Typically, by geographical area over a 0–5 year period.  On certain occasions and where it is considered appropriate to complete this type of repair within this category, Torus will aim to complete this within 60 days of reporting. Find out more about planned improvements here.

*Due to high demand causing a backlog of repairs, we are currently offering appointments within 40 calendar days for general repairs.  Urgent/emergency repairs will be attended to as normal, as well as further consideration of vulnerable customers depending upon the nature of the repair. This is a temporary situation, and we kindly ask that customers do not call to chase repair if an appointment has been agreed within the 40 days.  We apologise for any inconvenience and thank you for your patience.

IMPACT OF EXTREME WEATHER: In the event of extreme adverse weather, such as freezing or storm conditions, demand on our services and request for repairs can increase, meaning that on some occasions, we may not be able to respond within the times shown.

ALLOWING ACCESS: If you book a repair you must allow access for the operative/appointment. We have thousands of appointments each year where our customer has not told us they will not be home at the time agreed for our visit. If you do not tell us you will not be home (without good reason) and we have a wasted visit, you may experience a further delay in having your general repair done as you will return to the back of the queue. Unless there is a genuine safety or vulnerability related to your repair you will not be re prioritised.

We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.

Find full details of our Responsive Repairs & Maintenance Policy here