Homes for Ukraine Scheme: Information for Torus customers considering offering a room in your home to a Ukrainian refugee – more.


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Coronavirus - Torus services updates and keeping you safe

Updated: 10 February 2022

Return to Plan A

On Tuesday 19 January 2022, the Government announced that in England, Covid restrictions would be easing and on Thursday 27 January we returned to Plan A restrictions.

With the virus still in our communities, our primary concern remains the health and welfare of our customers, colleagues and communities.

Our services remain unchanged and we will remain vigilant, continuing to implement our robust health and safety measures to keep everyone safe, working in a manner that has proven successful in keeping customers and colleagues safe.  

We still encourage our staff and customers to maintain a safe distance from each other, but, when this isn’t possible, our staff will wear face coverings to help keep you and them safe.
Demand for our services remains high and our phone lines remain extremely busy, but we are doing our best to answer all calls, respond to all repairs and deliver great customer service. However, things may be a little slower due to higher than normal levels of sickness.  
Throughout the past two years, our tenants have been so patient and we thank you for that and ask that you continue to bear with us.

Please let us in
As throughout the pandemic, it has remained our responsibility to keep your home safe, but we need your support to do so. Every year we legally have to visit your home to complete a gas safety check.  During these checks we make sure your gas appliances are working as they should, keeping you, your family and your neighbours safe. These essential checks are legally enforceable and not letting us in is a breach of your tenancy agreement.

If we are working in your home, carrying out a repair or safety check, the teams will continue to follow Safe Systems of Work, which are designed to keep you and staff safe, you can find out more below.

New IT system and possible service delays
Our new IT system is still experiencing some problems resulting in delays with some repairs.  Please bear with us as we are working as hard as we can to get everything back to normal. 

Public receptions - now open

With safety measures now in place, we are pleased to be able to reopen our public receptions from Monday 7 February.

  • The Observatory (1 Old Haymarket, Liverpool L1 6RA)
  • Bank Park House (Kendrick Street, Warrington, WA1 1UZ)
  • Central (4 Corporation St, Saint Helens WA9 1LD)

They will initially open 9am-12.30pm.

Please note that rent payments will not be available.

We will keep the hours and services under review and keep you informed if things change.

Getting in touch
If you need us, you can contact us via the website, phone, email, or automated phone services:

It’s important to keep your details up-to-date

Remember, if you are a tenant or a leaseholder, it is very important that you let us know if you change your email address or mobile number so that if we need to keep you informed about our services, speak to you about your tenancy, contact you in an emergency or ask for your help to improve services, we can do.

We won’t contact you unnecessarily and we comply with all data protection legislation so will not be sharing your email or details.

You can update your details using your online account to change your telephone numbers and update your email addresses online.

You can also send the updated contact details, along with your full address, to

Thank you again for your patience and we are sorry for any inconvenience.

Torus Services:

Keeping you safe - working in your home

If we are working in your home, carrying out a repair or safety check, the teams will continue to follow Safe Systems of Work, which are designed to keep you and staff safe.  

Our repairs contractor, HMS will continue to follow all Safe Systems of Work and best practice guidance in your home, such as maintaining social distancing, where possible, and good levels of hand hygiene.

When working in your home, we will make every effort to socially distance, asking where possible for customers to stay 2m away from the member of staff, ideally in another room where possible.

You do not need to be in the room while they complete the inspection or repair, so apart from allowing access, you will not need to come in contact with the operative.

Similarly, if you have a visit from a Housing Officer etc, they will continue to socially distance and will wear a face covering if they are in your home at your request.

So please, continue to let us in to do essential checks and maintenance works. 

Keeping Safe - important safety checks

Gas, Electrical and other safety checks are very important. Put simply they protect you, your loved ones and the home you live in.

The legal requirement to allow access for your annual gas safety check did not change throughout the pandemic and it is important that you allow access for your annual gas safety check, as continue refusal is a breach of your tenancy and could result in legal procedures, fine or even the loss of your home.  

To put your mind at rest, if you or anyone in your home is self-isolating, we won’t complete any safety checks until the isolation period is over as per Government guidelines. To reassure you, these will be done as quickly as possible and the contractor, HMS will continue to follow all Safe Systems of Work and best practice guidance in customers' homes, such as maintaining social distancing, where possible, and good levels of hand hygiene.  

Remember, carbon monoxide kills. If you can let us in, please do. However, if you have any concerns, wish to change your gas appointment or have any questions please call 0800 678 1894 or email 

Repairs service

Our repairs and maintenance services, run by HMS, will continue to run as normal in a COVID-secure way.

We are doing our best to respond to all repairs and deliver a great customer service, but the circumstances we're operating in are still far from normal. The impact of both the pandemic and Brexit has affected the availability of materials and we are experiencing longer wait times when ordering previously readily available materials and components. 

HMS are working hard to overcome these challenges, but it may still take us a little longer to complete routine repair requests than you're used to so please continue to be patient with us.

Please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894, using your online account or emailing

Revised arrangements remain in place for the following services:

  • Rent payments – face to face rent payments remain stopped, but there are plenty of ways to pay your rent, find our more here

Rent and money worries - help and support

If you're having difficulty keeping up with your weekly rent payments, have had a change in circumstances or are dealing with personal issues that might affect your ability to pay, please contact us straight away, so we can do our best to help.

We’re here to help, call free on 0800 678 1894 and ask to speak to our Rents Team.  Each area has their own team, email yours directly on:

Find out more about rents and what support is available here.

Useful links

  • Torus Foundation: Still on hand to help you manage your money, make a benefits claim, build your digital skills, improve your health & wellbeing, help you find work, get you intro training & improve your skills, help improve your mental health and much more! Find out what the Torus Foundation can do for you, call 0300 123 5809, email or visit
  • Tenant Voice: Find out more about getting involved and sharing your views here.


  • Domestic abuse support: If you are in an abusive relationship or suspect someone you know is a victim of domestic abuse, please do not suffer in silence – reach out for support. Find out more here.  domestic abuse support page.
  • Safeguarding – stopping abuse in our communities: If you are concerned that a child, young person or a vulnerable adult is at risk of or experiencing abuse or neglect/self-neglect, or you yourself 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 more about safeguarding and reporting concerns here.

Council Covid updates: Visit your local authority website: