January 2022

Please be aware that we are currently experiencing a high volume of calls as well as delays on some services due to COVID-19 and our new IT system,
but we’re here for you. Apologies for any inconvenience. Keep updated on our services here.

Find out more

Paying your Rent

Paying your Rent

IMPORTANT: Using your NEW Tenancy Number when making a payment

In September 2021 we updated our IT system, meaning that all Torus Liverpool customer accounts were issues a new Tenancy Number.

If you make a payment using the internet (not logging into your account), standing order, faster payments, or the automated phone payment service you must use your new Tenancy Number:

The new Tenancy Number has 9 digits and starts 3000.

Inputting your Tenancy Number incorrectly or using an old number may result in the payment not going on your account.

Not sure of your new number?

You can find it on letters received from October 2021 or on your online account. If you are unsure of your number contact the Torus Customer Hub at info@torus.co.uk, or call 0800 678 1894.

Pay by Direct Debit

Most customers pay rent by Direct Debit because it’s straightforward, secure and means you never fall behind in your payments. 

A Direct Debit is a payment that can be set up on any date or frequency and taken automatically from your bank account.

Set up a Direct Debit by calling 0800 678 1894 or clicking here

Alternatively, we offer a choice of other ways to pay below. Whichever method you choose, it's important you pay your rent on time, every time or you risk losing your home

Paying via an online account

You can pay direct via the My Account service.

Not registered

Sign up now for an Online Account. You can access your rent account, repair history, update your personal details and more.

If you are a new user you will need a valid email address and your tenancy number, which can be found on your rent statement.

Paying by Debit or Credit Card

Pay by debit or credit card, without logging into your tenant account, through our secure payment site.

Secure Payment Site

In order to make a payment, you will need your Tenancy Number starting 3000. If you are having difficulty finding the number call us on 0800 678 1894 or email info@torus.co.uk.

Alternatively, you can use your existing Rent Account number to pay online using your online Torus Account.

Torus PayPoint Rent Payment Card

If you have Torus rent payment card (new ones sent out January 2021) you can make rent payments free of charge at any Post Office or PayPoint outlet.  With over 28,000 locations across the UK, there are lots of places to choose from, you can find your nearest one here: https://consumer.PayPoint.com/

Please dispose of your old payment card and use the new card provided. Payments made on the old rent card from 1 February 2021. will not be credited to your rent account.

If you have not been sent a card and would like one, please call 0800 678 1894 or email info@torus.co.uk.

New Rent Payment Facility – Recurring Card Payment

Torus is offering you an additional way to make a rent / arrears payment from a Debit card.

A recurring card payment can be set up, with your permission, to take an agreed regular payment from your Debit card. It is not the same as a standing order or Direct Debit, which use your current account details, not your card information.

It is a flexible way to make a payment. The payment will only be taken from the Debit card if the money is in the account to cover the payment.

The payment is taken automatically which will ensure that providing the money is in your account you will not fall behind with your rent payments.

To find out more contact the Rents Team or speak to your Rents Officer, please call 0800 678 1894 or email info@torus.co.uk.

Paying over the Telephone

You can make a credit or debit card payment 24 hours a day, 7 days a week on 0800 678 1894.

If you are a Torus Liverpool tenant, you will need to enter your Tenancy Number. This will be 9 digits, starting with 3000.

If you are a Leaseholder, you will need to enter your leasehold number. This will be 7 digits, starting with a 7.

Using our automated system will take you through to our secure payment line, where you will be charged at 7p per minute for your call plus your phone company's access charge.

Get your rent balance by text

It’s easy to get the latest balance on your rent account using our Text service. 

  1. Text the words ‘bal’ or ‘balance’ to 07538 450 450.
  2. You will receive an automatic response showing your balance at the close of business on the previous day.

Remember, if you would like to use this service it’s important that we have your up-to-date mobile phone number.

Contact us today to update your details.

Struggling to pay your rent

If you are experiencing financial pressures and are struggling to pay your rent, please get in touch as soon as possible, as it's better to let us know now. That way we can work with you to reach a solution.

Contact the Rents Team immediately on 0800 678 1894 or email incomeservices@torus.co.uk and speak to your Rent Officer who can offer advice and support.

Torus Foundation

You can also get help from the Torus Foundation Financial Inclusion Team who can help support you with benefit / grant applications, help you manage your money or signpost you to organisations who can help. Call them on 0300 123 5809, email info@torusfoundation.org.uk or use the online form. Find more information and support on the Torus Foundation website.