We’ll be here over the festive period if you need to speak to us. While we’ll run a slightly reduced service with fewer people than normal, we’ll do all we can to help. We have changed the opening hours of our Torus Customer Hub and receptions between Christmas and New Year.

Torus Customer Hub

Torus Customer Hub can take your calls and digital enquiries between 8am and 4pm weekdays, and 8am until 12 noon on Saturdays during the festive period. The Hub is closed on Sundays and for the Christmas and New Year bank holidays.

During our opening hours, the Customer Hub will also respond to your queries, when you contact us by:

• Email
• Website forms
• Calling 0800 678 1894

When our Torus Customer Hub is closed, you’ll still be able to report emergency repairs by calling our out-of-hours service on 0800 678 1894.

Torus Customer Hub Opening Hours Christmas 2024 Chart

When our Torus Customer Hub is closed, you’ll still be able to reach essential services by calling our out-of-hours service 0800 678 1894.

Repairs during the Christmas Period 2024

Between 24 December 2024 and 2 January 2025, 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.

Repairs page on our website.

Torus Reception Opening Hours during Christmas 2024

Our Torus receptions' opening times are slightly different over Christmas and New Year. They will close at 4pm on Monday, 24 December. They are closed for the Christmas and New Year bank holidays and during the weekend.

Between Christmas and New Year, they are open:

• Friday, 27 December, 9am to 4pm

• Monday 30 December, 9am to 4pm

• Tuesday, 31 December, 9am to 4pm

Our receptions reopen at 9am on Thursday, 2 January 2025, when we return to our usual opening hours. Check our opening times in more detail on the Torus Reception Christmas 2024 Opening Times chart.

Torus Reception Opening Times Chart

(* The Observatory reception will be open 8:30am to 5pm)

The Cost of Christmas

We know that Christmas can put an added strain on your finances. If you’re struggling to make ends meet, don’t struggle alone. In partnership with Torus Group colleagues and key national organisations, our charitable arm, Torus Foundation provides support designed to help you make your money go further and help you to access the benefits to which you’re entitled. You can find information about this on the Money and Being Benefit Smart webpage.

If you are struggling to pay your rent, please email info@torus.co.uk and a member of the team will contact you.

You can also find out more on the Struggling to Pay Your Rent webpage.

Save Time, Do it Online

Opening an online account is the quickest, most convenient way for you to manage your home.

• Manage your tenancy account day or night by mobile, tablet, or PC
• Report and book routine repairs (for the New Year) – to book an emergency repair over Christmas, you can call 0800 678 1894, 24 hours a day, 7 days a week
• View your rent balance and make a payment – please note that payments made over Christmas will not show on your rent account until we fully reopen on 2 January 2025.
• Update your details. Check it out and register now at portal.torus.co.uk

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.

Keeping Safe

Domestic Abuse Support

An increase in alcohol consumption, more time at home, and families reuniting can all lead to a rise in domestic abuse.

If someone you know is in an abusive relationship you might feel powerless, but reporting your suspicions to the police can help the police and partner organisations have a full picture of abuse in the household.

If you think someone is in immediate danger, call 999. If you can’t speak always press '55' when prompted to confirm an emergency.

Support for victims - 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.

Support for perpetrators - if you need help if you are hurting someone.

Safeguarding - worried about an adult or a child

Safeguarding is about protecting a person’s right to live free from abuse and neglect. If you are concerned that a child, young person, or vulnerable adult is at risk of, or experiencing abuse or neglect/self-neglect; or you are a victim of abuse, you should report it straight away so that the appropriate services can take the appropriate actions to prevent harm.

Find out how to report your concerns on the Safeguarding page of our website.

If someone is in immediate danger, call 999.

Merry Christmas and Happy New Year from everyone at Torus.