Torus complaint?

Do you have a dispute or a bad customer experience with Torus? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Call the Torus Customer Hub on 0800 678 1894, a freephone number, or email info@torus.co.uk; tenants can also use the online contact form or their Torus online account. The phone line is open on weekdays and Saturday mornings, and out of hours it takes emergency repairs only. Have your tenancy reference ready, and ask for a reference for every repair or complaint.

Repair overdue or a rent charge you dispute? Start your complaint here too, and we push it out to Torus by email, social media and printed letters.

To report a repair to Torus, use your Torus online account or the contact form, call the Customer Hub on 0800 678 1894, or email info@torus.co.uk; out of hours, the same phone number takes emergency repairs only. Describe the fault, where it is in the home and how long it has been going on, and ask for the repair reference and an appointment date.

Report damp and mould as soon as you see it, with dated photos of each affected room, and tell Torus if anyone in the home has a health condition it could affect. If an appointment is missed, note the date and ask for a new one in writing.

Torus handles formal complaints in two stages, as social landlords in England do: a first response, then a second-stage review if you are unhappy with the answer. Make the complaint by phone, by email to info@torus.co.uk, through the contact form or your Torus account, say clearly that it is a formal complaint, and set out what went wrong, the dates and the outcome you want. Torus explains the details on the complaints, compliments and feedback page of its website.

Repairs or damp you want put right? Take it through our complaint process: our trained AI opens a case for you and keeps coaching you on what to send Torus at each stage.

Yes: the Housing Ombudsman Service looks at complaints about social housing providers in England that belong to its scheme, and the landlord behind Torus is a member, so it covers complaints by Torus tenants about how their landlord has acted. Torus itself says the Ombudsman can help at any point in a complaint, not only once its own process is over, but Torus should hear about the problem as well, so keep a record of every call, email and reference.

Damp or repairs in dispute with Torus? We help you write the complaint in minutes, with each date and reference set out.

Be careful. Torus has warned tenants about callers who pretend to collect payments for it and ask for bank card details, and about people posing as Torus or HMS staff to get personal information. Torus says it always books repairs and gas visits ahead of time and that its staff carry ID.

Nothing has been reported about Torus here yet. Our research shows what typically goes wrong at large housing associations in the North West: repairs that need repeat visits before they are fixed, damp and mould, heating and hot water breakdowns, rent and service charge queries, antisocial behaviour that is slow to be dealt with, and transfers or empty homes that take a long time to sort out.

Heating or hot water down and a repair date that keeps moving? Be the first to report it: your case opens the record for the next Torus tenant facing the same repair.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Torus through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Torus can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.