Torus Avis 

I was supposed to have a gas service today, between 12.00 and 17.00 no show or phine call. Also still waiting for a fence, which a car crash through 2 months ago. Quick to put a claim in thought

I have lived in this property for 17 years, and the last three years have been hell for repairs.
I first reported an issue with the downstairs bitumen floor it was bubbling and I had to remove the bathroom door as we could not close the door, they sent a surveyor out who said it was rising damp, I contacted them several times to start the repairs but to no avail, after a year they told me they had tried to contact me regarding the repair but because they couldn't they cancelled it. I asked how they had tried to contact me and was advised they sent some workmen round. They didn't telephone me or send a letter to schedule they apparently just sent someone round, when I disputed this as I have a ring doorbell that records, I escalated the complaint and they ended up paying compensation. you would think this resolved the issue, but no...
We had the same issue for another year where I am phoning nearly every month to see when the repairs can be fit in again, and it takes yet another year.
When They eventually come out to fix it they ripped my full bathroom out and then tell me they couldn't complete the works within a week as nobody told them is was a bitumen floor ( I mean who new they only laid the bloody thing in the first place) so my bath sat outside in the garden for over a week and my bathroom and pantry looked like a building site filled with rubble they couldn't be bothered taking away, after much back and forth on the phone they eventually came out to lay the new flooring and proceeded to fit the bathroom and loo back in only for me to realise they hadn't actually fixed the loo to the floor which started leaking straight away and they had fixed the bath panel on so with a piece of skirting board up the side (a very fetching look) I again had to call them out to fix, I thought this was the end of it but no.. there's more..
I then realised they have plumbed the bath in to the toilet outlet pipe so when I empty the bath or run hot water in the bath it smells of sewage. they are supposed to coming to fix that today so who knows what delights will be waiting for me when that is finished.
Now we have an issue with a case of the loose light fitting with originally broke off about 2 years ago when I was changing a bulb and the whole light fitting wire and bulb came away with my hand, they sent someone out to fix it, yet it was doomed to repeat itself, last week I find myself again changing the bulb and low and behold it falls off again. I call them to repair while I was at work and they advised me it would be a same day job because of the exposed wires and to call back when I had a day off work, well today is that day, as I have the repair booked in for the bath to be fixed, and I was told that it is now miraculously less dangerous than a week ago and it is a 48 job and they cant confirm they would get here today.
finding myself a generally relaxed person I didn't report all of these issues to the housing ombudsman as I thought maybe it was just problematic after the covid issue etc. but I am now getting to the end of my rope with the misinformation the goal posts changing every day and the fact that repairs can't seem to be carried out in a manner they would carry them out in their own homes.
its almost like tenants of Torus are treated like vermin for being in social housing.
the only recourse now is to speak to my local MP and maybe try and get somewhere with the housing Ombudsman. wish me luck I'm going to need it!

We have been begging Torus to move our 70yr old father who is disabled to shalterd accommodation from a 2 bed bungalow in L1 which he cant live in anymore, they said thats not what they deal with, we have been asking if they could cut the over grown weeds in the garden they wont. We have
found our father in the bushes asleep as he is vunerable. Next step is citizens advice. Terrible terrible housing!

I moved from a house to a bungalow last year as both my wife and myself have health issues and could no longer manage stairs. I was offered the property at the beginning of may but was told that due to the amount of work it needed doing (allegedly) it would take a while, it took almost 8 weeks!
It was supposedly having a new kitchen, all new heating, new bathroom and various other improvements, I was really looking forward to the move as it was back to the area I grew up in as well as being a bungalow, oh how my dream rapidly became a nightmare!
Day one, viewing, the kitchen was a mish mash of what looked like left over units, I have 2, 300mm wide wall cupboards and a 500 mm one, the cooker space was set up in a way that meant i only had two 500 mm wide bits of worktop to prepare food on and place appliances such as a kettle, microwave etc.
The wetroom floor had holes in it where the new toilet had been fitted incorrectly and then moved, it also sloped towards the door, i had to place a towel behind door to prevent water going into the hall! the bathroom fan didnt work meaning i had to leave a window open while i showered, now this isn't ideal at any time, anyone coming to the front door could look through the window, and in winter it was freezing. I slipped one night and bumped into the toilet, not hard admittedly, but the toilet pan detached itself from the floor, it had been fixed with screws a mere inch and a half long, i had to fix it myself. The stop tap couldn't be turned off without using a spanner and the pipework in the bathroom looked as though it had been done by a child. They fianlly came out to doo the floor, second visit, but said they were floor layers not plumbers so could not remove toilet and washbasin, to get the job done i removed the stuff myself!
It was impossible to gain access to the consumer unit due to the proximity of one of the kitchen cupboards and the electrical certificate stated unsatisfactory wiring condition although it didn't list some pretty major faults I discovered in the loft, loose cables, joint boxes with cables exposed to name but two problems.
At the front of the property was a grid for the gutters, it had been blocked for years, the heavy rain flooded the front garden and also the steps up to the house, these became slippery in the freezing weather, there was damp in the porch which needed treating, due to cost they only treated a small area, a lead flashing is loose on the porch roof, again not dealt with, as was the large piece of loose render on the wall adjacent to the side window.
They were unable to replace stop tap as they couldn't locate the street tap, so I had to organise with water company to get this sorted, and still am.
During work to locate water main a broken sewer pipe from my toilet was uncovered, i rang torus while the hole was open advising them of the problem and was told to just let utility company fill it in, they'd sort it later and after 3 visits i'm no further on. in short torus are all about the money, you pay them a high rent and get very little in return, in fact the rent on my bungalow would be £40 a week less in the neighbouring borough as a council house.
its making my health even worse as i not only have the arthritis but a number of mental health issues also and really dont need the stress. in short Torus make Peter Rachman look like the perfect landlord, avoid if you can.

Torus advertised a property for sale for shared ownership in Macclesfield. I realised the house price was inflated, but I liked the house and thought this could have been a forever home. I submitted my application and was told I’d qualified for the property. They had insisted I used TMP mortgages, who had me jumping through hoops to evidence earnings and my deposits for weeks. I was happy to do this and I just accepted this was part of the process, even though previous mortage applications had not been so difficult. I was then bombarded with emails and calls from conveyancing solicitors, giving me quotes - again, I didn’t mind as I just wanted myself and my children to be settled and I wanted to progress the purchase. I then receive an email stating the property i had applied for had been sold months previously - and instead offered me a different property, where the price had been inflated by about £80000. I believe this company were hoping to take advantage of my vulnerable position and assumed I would just cave in and take this other property out of desperation …. But I’m not stupid. I guarantee I would have been put in a situation where my deposit (and therefore investment) would have been lost forever, I’d likely be in negative equity at some point and I’d be paying rent to this company, way past the value of the house for the rest of my life. This was an absolute scam and not aimed at supporting people to get on the property ladder. Absolute Shylocks. Avoid.

I was a Tenant before stock transfer and the Torus merger, the service they provide has declined terribly.
There is a dreadful after sales service for shared ownership they procrastinate or ignore problems that can be devastating for inexperienced first time buyers! A good service gone bad, not recommended...

Torus has really gone downhill, they used to be so helpful when it came to their tenants, and now they can't even be bothered putting an outdoor light outside for an elderly couple whose driveway pavement flags are coming apart, they did the job too a few months ago. And now they will have to wait for someone from Torus to contact them for an actual appointment (which the woman couldn't do on the phone when they called)... Outdoor lights are now for Domestic violence tenants ONLY

It's like they're bringing anyone in to do the repairs its terrible... And when it comes to pest control on the property, they aren't bothered. They gave a tenant a property that was crawling with pests knowing that they look after small children.. Knowing that they was pest in the property as there's notes on the system

Very bad experience. Unprofessional service. I was booked in for a mold and dump surveyor to come in today. I had to cancel on work last minute for this appointment. Not a single person showed up!!!! I’ve been waiting at home all day for this!!!!
This is so unacceptable

What a bad service. I’ve been waiting for months for someone to come for the mold and dump.
This is surely not under contract right?
It’s surely unhealthy to live with dump! These are human rights!
We need to live in a healthy environment!

The worst customer service I have ever encountered.

One star? Only because I cannot score them a zero. This housing group is lax, inefficient and incompetent. They fail on ASBO enforcement miserable, everything moves at a woefully slow pace and the letters they send are dismissive and rude. They ought to be put into special measures ASAP.