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.
We are experiencing high demand so might not respond as quickly as you're used to.
Following the implementation of a new IT system we are currently experiencing some initial teething problems, resulting in delays with some repairs. Please bear with us as we are working as hard as we can to get everything back to normal. Thank you for your patience and we are sorry for any inconvenience.
Updated: 29 September 2021
Our repairs and maintenance services continue to run as normal in a COVID-secure way, including emergency and routine repairs.
We will do our best to respond to all repairs and deliver a great customer service, but the circumstances we're operating in are far from normal. Certain materials are in short supply, demand for repairs is high, we have reduced numbers because of sickness and we're striving to keep people safe.
For these reasons, we're keen to prioritise the most urgent repairs. This includes emergency repairs, repairs for older and vulnerable people and the important and legal checks, such as gas servicing and electrical checks, which keep you, your home and your family safe.
As a result, it may take us a little longer to complete routine repair requests than you're used to so please be patient with us.
Please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894 to book a repair.
IMPORTANT TO NOTE: We continue to operate safely; our established Safe Systems of Work allow us to continue to provide you with a safe repair service.
If you are displaying any symptoms please report your repairs by contacting the Torus Customer Hub, Monday to Friday, 8am-5pm on 0800 678 1894.
Please report all emergency and urgent repairs as usual.
Our skilled repairs team at HMS fix problems for our customers every day.
The quickest and easiest way to report a repair is online. Sign up for online services here to book, track and manage any repair 24/7.
Before logging your repair please check that it’s our responsibility, not yours, by checking Your Repairs Responsibilities.
We’ll repair faults caused by fair wear and tear but not damage caused by you or visitors to your home.
Updated: 29 September 2021
All repairs are prioritised as either Emergency, by Arrangement (Priority or Routine) and or Programmed (Major) Repair:
Emergency Repairs – These are faults that could seriously damage your health or the property, we aim make safe any emergency repairs within 4 hours and will aim to complete the job within 24 hours. In an emergency you should call 0800 678 1894.
Priority Repairs – These are not emergencies, but repairs, which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life. We aim to complete the job within 48 hours.
Routine Repairs - For all non-emergency jobs we will offer an appointment within 20 calendar days. The quickest way to report a non-emergency repair is online.
Programmed (Major) Repair (planned Improvements) - If several properties have a similar non-urgent problem, we’ll carry out the repair as part of a planned home improvements programme.
ALLOWING ACCESS: If you book a repair you must allow access for the operative/appointment.
Emergency Repairs are true emergencies, the fault MUST carry the risk of immediate injury to people or major damage to property.
Emergency Repairs will be completed to all homes where required.
If there is a repairs emergency call us immediately on 0800 678 1894 to report the problem. You can contact us 24 hours a day, 7 days a week, 365 days a year.
Examples of emergency of repairs are:
ALLOWING ACCESS: You will need to remain at your property until the operative arrives to make safe (within 4 hours or reporting).
Priority type repairs are not emergencies, but repairs, which need to be carried out quickly to prevent further damage to the property and improve customer’s quality of life. These are repairs that do not cause immediate risk to the H&S or security to the tenant or 3rd party and therefore not an emergency.
Examples of priority repairs are:
Allowing Access: If you are given an appointment for a priority repair, you must arrange to be at home and allow access for the operative. You will be contacted by HMS with an appointment window.
If a maintenance or repair job is needed in your home but doesn’t pose a risk to the property or you and your family, it is classed as a routine repair, not an emergency or priority repair.
Check before you report. Is the repair our responsibility or yours?
We pride ourselves on offering a service that’s fast, easy and convenient, especially if you report it online, where you can report and schedule repairs 24/7.
Examples of routine repairs are outlined below:
Allowing access: You must be home and allow access for your appointment.
We will carry out the majority of any repairs caused by fair wear and tear to your home. However, the day-to-day upkeep of your home is your responsibility.
Your tenancy agreement outlines some of the tasks we expect you to take responsibility for. Generally, these are small maintenance and repairs jobs you should be able to carry out to keep your home in good working order.
Repairs or items you are responsible for - the following list of examples is not exhaustive:
If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this, in line with our Rechargeable Repairs Policy. If you’d like us to carry out repairs that are your responsibility, this can be arranged. However, we will charge you for this, in line with our Rechargeable Repairs Policy.
We ensure that all our homes have building insurance to protect them from major issues but it’s up to you to pay for your own home contents insurance and to insure your own personal belongings.