Independent · not part of Torus
Torus complaints, compensation and disrepair claims
Your options if Torus hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Torus repairs
LandlordTorus
Has Torus been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Torus’s repair contactsFree to check · About 2 minutes
You can complain to Torus, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Torus hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Torus for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Torus
This can get Torus to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Torus to put things right. In its recent decisions about Torus, it ordered between £150 and £500 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Torus’s own target for a routine repair is 20 calendar days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Torus
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Torus asking for the repairs and compensation. Under the court rules for housing conditions claims, Torus should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Torus
Torus has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Torus
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Torus to put things right.
From torus.co.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimTorus’s record
What the regulator and Ombudsman found
Apr 2026: The regulator upgraded Torus from C2 to C1 after it tightened its oversight of health and safety checks and repairs performance and improved its complaint handling.
of Torus tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Torus in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 15 April 2026; Torus tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Torus
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Torus at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of sewage and drainage issues. Read the decisionMaladministration
£500 ordered - How it handled drainage issues. Read the decisionMaladministration
£150 ordered
Source: Housing Ombudsman decisions.
Has Torus let you down too? You could claim compensation.
Start your claimQuestions
Torus complaints and claims: questions
How do I complain to Torus about repairs?
Through its complaints page: torus.co.uk. By email: complaints@torus.co.uk. By phone: 0800 678 1894. Say what the problem is, when you reported it, and what you want done.
How long does Torus have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply within 10 working days of that. Stage 2: acknowledged within 5 working days, with a reply within 20 working days of that.
Can I claim compensation from Torus for damp and mould?
You could, if you reported it and Torus didn’t fix it in a reasonable time. A law firm on our panel can take it up with Torus for you.
Start your claimHas the Housing Ombudsman found Torus at fault?
In 2024/25 the Ombudsman found maladministration in 62% of its findings about Torus. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Torus: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Torus on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Torus?
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Still waiting for Torus to fix it?
About 2 minutes. No documents. Free to check.