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Visiting you and your home

Whilst Torus were able to continue to deliver key services throughout the pandemic, inevitably some service areas could not run as normal and suffered because of restrictions, repairs was the most impacted service, resulting in some work taking longer to complete.

To try and get back on track and reconnect with you, our customers, we are now out in our communities with the aim to visit every general needs home. The visits will be starting at the end of June and continuing over the coming months.

Why are we visiting homes?

The lockdown rules meant that we had limited contact with customers, and we want to get out and speak to you face-to-face to ensure that you are receiving the services and support you and we expect. 

This informal visit will also give you the opportunity to discuss any issues you may be having, so we can see if and how we can help. 

What happens during the visit?

The visit will give you a chance to chat to us about our services and make sure that you are aware of any changes that may have happened during the pandemic.

You will also be able to let us know if you have any ongoing or outstanding issues with Torus, to see if we can get them resolved.

We will also make sure that the details we have about you, such as your contact information is up to date, so we can keep you informed of important news, service changes and issues that may affect your tenancy.

It will also give us the opportunity to check that your home is safe, in good repair and free from hazards.  You will also be able to advise us of any issues affecting your home that you have not yet reported to us.

Do I have to let you in?

We are asking if we can come into your home, and you can decline.  But we hope that you use this opportunity to raise any concerns you may have relating to the property or an opportunity to speak to us with any other concerns.

However, whilst this is an informal project, where we will only come in at your invitation, under the tenancy agreement, we can provide notice and make a formal request to enter our property at a future date.

Who will carry out the visit?

Visits are carried out by a Torus member of staff who all carry Torus Identification with a photograph to show they are Torus employees.  If in any doubt you should never allow anyone into your home. You can always call us on 0800 678 1894 if you have any concerns.

Find out more about protecting yourself from bogus callers here.

When do the visits take place?

As mentioned, the visits will be starting at the end of June and continuing over the coming months. However, as there are so many visits to do, we cannot give you an exact timeframe for your visit at this time.

Please note we will not be making advance appointments but will just call to your home when we are in your area.  If you receive a visit from us and you were not at home we will leave you a letter, we would be grateful if you could call 0800 678 1894 or email to speak to a member of the team and arrange a good time to come back.

We may also drop in again if we are in your area.

Are you visiting all Torus homes?

If you live in specialist or supported housing accommodation, we do not intend to visit your home at this time, but if you do have any concerns, please speak to a member of the onsite team who will be happy to help.

Please do not wait until your visit to let us know about any issues you may be having or any repairs that need doing to your home, please get in touch.

We look forward to seeing and speaking to you soon.