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.


Press Releases

Catch up with all the latest news from the Torus group

Torus – Resuming ‘New Normal’ Services

Following the Prime Minister’s announcement on 10 May, the Housing Minister, Chris Pincher MP has written a letter to social housing tenants to outline the measures the Government is taking to restart society and confirming that housing associations, like Torus, can begin to reintroduce some of our key services.

You can view the letter here (pdf)

What does this mean?

Following these new guidelines from the Government and with new safety measures in place, we will start to slowly resume our services including letting homes and responsive repairs.

This is great news because now we can get back to some of the really important work we do in our communities; preparing empty homes and letting them to people who need them; constructing affordable new homes to address the shortage in our local areas and responding to repairs where it’s safe to do so and improving peoples’ lives.

Our commitment to you

Since the start of the coronavirus pandemic we’ve made the health and safety of our tenants, residents and staff our number one priority and this will not change as we move forward.

We’ve spent a lot of time planning how we deliver services to make them safe and to protect you and our people.

We do understand that this is still a very worrying time but, as we resume our services, we want to assure you that we have complied in all aspects, with the government’s guidance on managing the risk of Coronavirus:

Whether we are visiting you or you are visiting us, our colleagues will all following safe systems of work protocols and, where appropriate, will wear personal protective equipment (PPE).

What to expect if we visit your home?
If we are coming into your home to carry out a repair or safety check:

  • We will contact you beforehand to check that it’s safe for us to visit
  • We will complete the appointment as quickly as possible.
  • All operatives from our contracting partner, HMS, will sanitise their hands before entering your home
  • They will follow full Safe Systems of Work protocols developed in line with Government guidelines 
  • They will only go into the rooms required to carry out the work and will minimise any disturbance, leaving your home clean and tidy
  • They will keep to the 2 metre social distance and may ask you to move to another room 
  • They will sanitise any surfaces they touch before they leave.

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

What to expect if you visit our office?
Our offices will initially only be open for appointment only visits.  So, if you’re visiting our offices for an appointment, here’s what to expect:

  • All our offices have been deep cleaned prior to opening
  • We have hand sanitisers, for your use, at all doors
  • There’s clear signage including floor markings showing accessible areas, 2 metre distancing and a one-way system
  • We’ve limited number of staff on site, with the majority continuing to work from home.
  • We have disposable chair coverings
  • We’ve installed of ‘protection screens’ to protect you and our people
  • We’ve created larger interview spaces, with improved layouts to allow for social distancing
  • No access to public toilets.

To protect yourself and others we ask that you read the signage, follow any instructions and maintain your distance.

We expect it is going to take some time as we adapt to the new normal. We kindly ask that you continue to be patient.

Remember to let us know

If we’re due to work at your home, and you or someone who lives with you has been diagnosed with Coronavirus, is displaying symptoms or is self-isolating you must let us know. That way we can continue to keep you and our people safe and prevent the spread of Covid19. 
The health, safety and wellbeing of you and our staff is at the heart of everything we do.

Keep updated on all our services here.

Download our leaflet (pdf) to find out more about the safety measures we have put in place: