MONDAY 16 MAY 2022: Possible Delays (Repairs): Unfortunately, we are experiencing a temporary disruption in our repairs IT systems which may impact on some elements of our repairs service. The problem may also mean that you struggle to get through on the 0800 number due to increased call volumes, please try again later if not an emergency.  We assure you that we are working to resolve the issue and apologise for any inconvenience.

DUPLICATE RENTS ISSUE – UPDATED 16 May: Post Office, PayPoint & online secure Internet rent payers - we are here to help if you are struggling find out more here

Homes for Ukraine Scheme: Torus wants to support those of you who may be considering offering a room in your home to a Ukrainian refugee through the government's Home for Ukraine scheme – information for Torus residents.


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Rent changes 2022/23

All Torus tenants pay rent, regardless of whether you pay the full charge yourself, or if you receive Universal Credit or Housing Benefit.  

From April 2022, following careful planning and in line with the Government’s guidelines, we will be increasing the rents we charge by 4.1%.

In February, every tenant will receive a letter from Torus outlining what the new rent will be from April 2022.  This letter will provide all your individual information and explain what you need to do if you are in receipt of benefits.

Key dates

  • Rent and service charge change letters will be posted in mid-February 2022
  • For monthly rent and service charges, the changes will apply from 1 April 2022
  • For weekly rent and service charges, the changes will apply from 4 April 2022

Social rents are set by Government legislation

Torus follows Government guidance when setting the rents for our properties and you can find the guidance for this on the Government website.  

Increases happen across the social housing sector as landlords, like Torus, raise rents in line with the government standard.

This year (2022/23) your rent will increase and has been set in accordance with regulation, using the September 2021 Consumer Price Index (CPI).

As a housing association, the rent we charge is set out by the government  in the 2020 rent standard and the policy statement on rent for social housing. The maximum increase for 22-23 is CPI plus 1%. This is the Consumer Price Index increase (cost of living) in September 2021: 3.1% plus an additional 1%.

What will the increase be used to pay for?

The yearly rent increase ensures that Torus can continue to deliver and improve upon our services.

Additional income generated through increases in rent means we will be able to increase the amount of money we spend on maintaining and improving homes, supporting communities and delivering the wider services our customers need.

What can I do if I have concerns?

If you receive your letter and are worried about how the changes may affect you, please get in touch as we are here to help. Contact our Rent team as soon as possible, so we can work with you to reach a solution.  

  • Email 
  • Call free on 0800 678 1894 (Monday – Friday, 8am – 5pm) and ask to speak to our Rents Team and they will get back to you as soon as possible.
  • Email your Rent Team directly:
    Warrington customers email
    St Helens customers email 
  • If you live on a supported housing scheme you can speak to your Scheme Manager.

However, you may need to consider how you are going to budget for the rent increase. If you are struggling to pay your rent, you may be entitled to claim benefits, for example Universal Credit. Benefit eligibility is partly relative to your household income not just your work status.  Torus Foundation’s Financial Inclusion Team can help assess what benefits/grants  you may be eligible for and if required support you to make the application.

There are a number of organisations who can also help you with money advice and support:

Find out more about maximising your income & getting support with money

Paying by Direct Debit

Most customers pay rent by Direct Debit because it’s straightforward, secure and means you never fall behind in your payments. It can be arranged weekly, fortnightly, four weekly or per calendar month on any date. Find out more here about setting up a Direct Debit

Tenant Portal - services at your fingertips

Don’t forget you can pay your rent and check your balance and manage your tenancy online 24/7 using the tenant portal.  Set up an Account Now*!

Need help? If you are not confident using a computer/device and would like to build your digital skills and increase your online confidence, then speak to Torus Foundation who will be able to help.  Call them on 0300 123 5809 or email  If you are struggling to set up your account contact Torus Customer Hub at or call 0800 678 1894.

*You will need your Tenancy Number, date of birth and an email address to set up your account.