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 - 12noon)
- 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.
Emergency repairs
You cannot log emergency repairs online. If there is a repairs emergency call us immediately on 0800 678 1894 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year.
Emergency Repairs are true emergencies, the fault MUST carry the risk of immediate injury to people or major damage to property.
You can find examples of emergency repairs here.
COLD WEATHER: If you are having issues with frozen pipes, our contractors, HMS, have produced a helpful videos to guide you through thawing a frozen condensed pipe from your boiler, as well as resetting your boiler and fuse board.
Responding to repairs
All repairs are prioritised as either Emergency, by Arrangement (Priority or Routine) and or Programmed (Major) Repair:
- Emergency Repairs – These are faults that could seriously damage your health or the property, we aim make safe any emergency repairs within 4 hours and will aim to complete the job within 24 hours. To report an emergency repair, you should call 0800 678 1894.
- 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 - For all non-emergency jobs we will offer an appointment within 20* calendar days. The quickest way to report a non-emergency repair is online.
- Programmed (Major) Repair (planned Improvements) - If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme. Find out more about planned improvements here.
*Due to the backlog of repairs caused by the impact of the pandemic, we are currently offering appointments within 40 calendar days. This is a temporary situation during this recovery period. 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’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.
Quick links
Types of repairs
Find out about the different category of repairs.
Rechargeable repairs
Find out which repairs you are responsible for.
Disrepair
Disrepair claims and protecting yourself from bogus callers.