Updated: 1 November 2023
Complaints, compliments and feedback
We try hard to provide the right services, at the right time and the right place. But we also understand that there are times when you might not be satisfied.
If you're not happy, we want to know about it straight away so that we can resolve things quickly for you. We are here to listen and learn and welcome your feedback, as it helps us to develop and improve services for you.
It’s important to tell us when things go right or when they go wrong so we can continue to improve our service for you.
If we are unable to resolve your complaint or at any point during the handling of your case you can go directly to Housing Ombudsman for advice and assistance, see below for more information.
The Housing Ombudsman Self-Assessment
Updated: September 2022
We also follow the requirements in The Housing Ombudsman Complaint Handling Code, which sets out good practice that will allow landlords to respond to complaints effectively and fairly.
The Code also acts as a guide for residents setting out what they can and should expect from their landlord when they complain.
As part of the Code, we’re required to assess our complaints handling procedure. Here’s our most recent self-assessment.
Download the Torus self-assessment (2023)
How to make a complaint?
The quickest way to resolve an issue is often a phone call to speak to one of our Customer Hub advisors, whenever possible we will resolve the issue straight away, if we are unable to do this to your satisfaction, we will let you know the next steps to get your issue resolved.
If you would prefer to contact us online just fill in the online complaints form and we’ll be in touch to discuss the complaint and what we will do.
Things to consider before logging a complaint:
- If you are reporting anti-social behaviour, please complete the report ASB form.
- If you are reporting a repair for the first time, this can be logged through your Torus online account - other ways to report a repair can be found here.
- Let us know who you are, we want to work with you to find a solution and won’t be able to anonymously.
- Complaints need to be received within six months of the event occurrence.
Other ways to make a complaint:
- By email to info@torus.co.uk
- In writing – post to: Torus, FAO: Complaints, Central, 4 Corporation Street, St Helens, WA9 1LD
- In person – at an office or to a member of staff
- By 0800 678 1894 (Monday to Friday, 8am-5pm, Saturday 8am-12noon)
We want to resolve your issue as quickly as possible and, where appropriate, we will work with you to provide a response or to put it right.
If we are unable to resolve your issue, it will go into the following formal two-stage procedure:
Stage One – We will look to investigate and resolve your issue within 10 working days or less.
Stage Two – If you are not happy with how we have managed your complaint in stage one, you can request an appeal. Your complaint will be escalated for review we will work towards resolving your issue within the next 20 working days or less.
If we are unable to resolve your complaint or at any point during the handling of your case you can go directly to The Housing Ombudsman for advice and assistance.
They can assist you throughout the life of a complaint and not just at the point where you have been through our process to encourage earlier and more effective complaint resolution.
The Housing Ombudsman Service can be contacted at:
The Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
- Tel: 0300 111 3000 (lines are open Monday to Friday from 9.15am - 5.15pm)
- Fax: 020 7831 1942
- Email: info@housing-ombudsman.org.uk
Tell us when things have gone well
IIt’s good to hear about when we’ve delivered excellent service, you’ve had a positive experience that you want to share, or you just want to give us a general comment. Tell us what you think by filling in a comments form.
Please include as much information as possible, so it can be passed on to the correct member of the team.