Updated: 5 January 2024
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.
Specific tenant related maintenance responsibilities include:
Tenants are also responsible for maintaining and repairing parts of the outside of the property including:
Torus will not accept any liability for damages or responsibility for maintaining or replacing items installed by tenants (including, for instance, laminate/ceramic flooring or lighting that may become damaged in the course of reasonably undertaking a repair.
Any damage caused by forced entry made at the customer’s request (in an emergency, work may be done by Torus and recharged).
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.
We will not cover the cost of replacing any personal items caused by water leaks or fire, or other general events, unless this is caused by Torus negligence.
If you report a repair to us and an appointment is booked for someone to attend you must be home and allow access for your appointment. We have thousands of appointments each year where our customer has not told us they will not be home at the time agreed for our visit. If you do not tell us you will not be home (without good reason) and we have a wasted visit, you may experience a further delay in having your general repair done as you will return to the back of the queue. Unless there is a genuine safety or vulnerability related to your repair you will not be re prioritised..
Not going to be in for your appointment? Let us know
It is very important that you let us know if your appointment isn’t convenient, and we will work with you to rebook for a time that suits you better. This can be done by contacting the Torus Customer Hub:
Your cooperation in allowing access is important and is a condition of your tenancy agreement. If you continue to fail to provide access, we may need to consider legal action to gain access. We don’t want to do this but sometimes are left with no choice, especially if there is a risk to you, our property, or other people.
We will do our best to work with you if there are special circumstances which may affect access to your home and provide support where appropriate.
The different ways you can report a repair.
Find out about the different category of repairs.
Disrepair claims and protecting yourself from bogus callers.