We will be here over the festive period if you need to speak to us. While we are running a slightly reduced service, we will still do all we can to help.

Torus Customer Hub opening hours during Christmas 2025

From 24 December to 2 January, our Customer Hub is open from 8am to 4pm on weekdays and from 8am to 12 noon on Saturdays. The Hub is closed on Sundays and for the Christmas and New Year bank holidays.

When our Customer Hub is open over Christmas and the New Year, our team will respond to:

• Calls to 0800 678 1894
• Emails to info@torus.co.uk
• Web queries using our online form

When we are closed, you can still report emergency repairs by calling our out-of-hours service on 0800 678 1894.

For our opening hours over the festive period, please visit our Contact us page 

To learn how to report a repair, and what classes as an emergency repair, visit our Repairs page 

Torus reception opening hours during Christmas 2025

Our Torus reception opening times are slightly different from Wednesday, 24 December 2025. We will return to our usual opening hours on Monday, 5 January 2026.

Check our opening times in more detail on the Torus Reception Christmas 2025 Opening Times chart.

Torus Reception Christmas 2025 Opening Times 

Repairs during the Christmas period 2025

Between 24 December 2025 and 2 January 2026, our contractor HMS, can only make emergency repairs.

Emergency repairs are to remove immediate danger to people or avoid major damage to your home. If it is a serious incident, we will respond as soon as we possibly can.

Reporting an emergency repair

Call 0800 678 1894 to report an emergency repair.

You can report emergency repairs 24 hours a day, 7 days a week.

An emergency repair could be no power or water in your home, a leak coming through the ceiling, or a blocked toilet if you only have one toilet.

If you’re not sure what an emergency repair is, look at the emergency repairs information on our repairs page.

Supporting our older and vulnerable customers

Torus colleagues from Support Network will be spending the festive season making sure our older and vulnerable customers in our schemes, Refuge, and communities continue to remain safe this Christmas.

The Care Teams will remain on-site 24/7 in our Extra Care schemes, with Housing colleagues on-site between Christmas and New Year.

Managers in our Sheltered Schemes will be on-site providing cover and our Support Network Managers are also providing 24-hour cover for all our supported living schemes over the whole of the Christmas period.

The Staying Home Team will be on duty checking for emergencies and dealing with welfare concerns.

Torus Safe2Speak Refuge accommodation is open over the Christmas and New Year period, with staff on-site continuing to support residents, take in admissions, and take calls to the 24-hour helpline (01925 220541).

Safe2Speak IDVA/Outreach Team will be working to process referrals to the Safe2Speak service to prevent delays in victims being contacted.

Torus Foundation

The Torus Foundation's main services will be closed on Christmas Bank holidays. While their team will have fewer people than normal, they’ll do all they can to help when they are open between Christmas and New Year. To find out how to contact Torus Foundation, visit their website.

Useful links

Cost of Christmas

If you are struggling to pay your rent this Christmas, our Income Team will work with you to find a solution. Torus Foundation can also offer energy, benefits, and debt advice.

Keeping safe

Find out how to access domestic abuse support for yourself or for someone you are concerned about on the Domestic Abuse Support page of our website.

If you are worried about a child or vulnerable adult, go to our Safeguarding page to learn how to report it.

Save time, do it online

Opening an online account is the quickest, most convenient way for you to manage your home and book routine repairs for the New Year. Visit portal.torus.co.uk to register.