Independent · not part of Torus
Torus repairs: how to report a repair, phone numbers and timescales
How to report a repair to Torus: the repairs phone number and emergency line, reporting a repair online, and how long Torus has to fix it. Torus’s own target for routine repairs is 20 calendar days.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: torus.co.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Torus’s emergency line is here.
How to report
Reporting a repair to Torus
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Torus misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Torus straight away
Phone Torus straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8am to 8pm, Saturday 8am to midday. Emergencies 24 hours a day, every day of the year. The number is in Torus’s repair contacts.
- 01Gas or fumes escaping
- 02No heating or hot water
- 03Water in contact with electrics, or bare wiring
- 04Sewage overflowing into the home or communal areas
- 05A leak you can’t control
- 06All lights or all power gone
- 07Loose bricks or tiles that could fall
- 08A ground-floor outside door or window that won’t lock
What counts as an emergency, from torus.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Torus.
Timescales
How long Torus has to fix it
Torus’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Torus’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMade safe within 4 hours, with the aim of finishing the job within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Priority | 48 hours | No fixed legal limit unless it’s a hazard |
| Routine | 20 calendar daysDone by appointment. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Torus says it will visit within 24 hours in serious cases and within 5 working days otherwise, survey the cause within 10 working days if needed, and finish non-urgent work within 20 days where possible. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from torus.co.uk and Torus’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 calendar days ago? That’s past Torus’s own target. You could claim compensation.
Start your claimYour options
If Torus doesn’t fix it: your options
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 complain to TorusYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Torus
Every social landlord 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.
Torus’s record
How Torus performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Torus in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Torus
- How it handled reports of sewage and drainage issues.Maladministration
£500 ordered - How it handled drainage issues.Maladministration
£150 ordered
Sources: Regulator of Social Housing judgement, 15 April 2026; Torus tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Torus’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Torus repairs: questions
What is Torus’s repairs number?
0800 678 1894. Monday to Friday 8am to 8pm, Saturday 8am to midday. Emergencies 24 hours a day, every day of the year.
What is Torus’s emergency or out of hours repairs number?
0800 678 1894 (Repairs line). Monday to Friday 8am to 8pm, Saturday 8am to midday. Emergencies 24 hours a day, every day of the year.
Can I report a repair to Torus online?
Yes, at portal.torus.co.uk. Report, track and manage non-emergency repairs 24/7. You need to sign up for an account. Emergencies can’t be reported online.
How long does Torus have to fix a repair?
Its own targets run from 24 hours (emergency) to 20 calendar days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Torus tenants?
Since 27 October 2025, Torus must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Torus’s own damp and mould commitment: Torus says it will visit within 24 hours in serious cases and within 5 working days otherwise, survey the cause within 10 working days if needed, and finish non-urgent work within 20 days where possible.
How do I complain about a repair to Torus?
Complain to Torus first, online, by email (complaints@torus.co.uk) or by phone on 0800 678 1894. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Torus?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Torus for you. It’s free to check.
Start your claimIs Report Repair part of Torus?
No. Report Repair is independent and not part of Torus or any council or housing association. We show Torus’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Torus has to fix, by problem
Not Torus?
Other landlords in the North of England
- Home Group repairsHousing association
- Riverside repairsHousing association
- Thirteen repairsHousing association
- Together Housing repairsHousing association
- Unity Housing Association repairsHousing association
- Vico Homes repairsHousing association
- Warrington Housing Association repairsHousing association
- Weaver Vale Housing Trust repairsHousing association
Reported a repair to Torus and still waiting?
About 2 minutes. No documents. Free to check.