Updated: 1st June 2020

Putting You First – Resuming ‘New Normal’ Services

Since the start of the coronavirus pandemic we’ve made the health and safety of our Torus tenants, residents and staff our number one priority.

Following new guidelines from the Government and with new safety measures in place, we’re pleased to let you know that Torus has begun to restart some of the services which were suspended due to the coronavirus, such as allocating homes and repairs.

All Torus Foundation services will continue to be provided over the phone or online until further notice. We’re committed to continuing to put you first and throughout the pandemic your safety has been a priority for us, and this will not change as we move forward and everything.

For customers who are also Torus tenants, please be assured that Torus has spent a lot of time planning how services are delivered to make them safe and to protect you and our people, complying in all aspects, with the Government’s guidance on managing the risk of Coronavirus.

As throughout the pandemic Torus has a legal requirement to carry out gas safety checks and other important inspections and the reason they’re done is to keep you safe. The Government has confirmed that essential safety checks must go ahead even where someone is on the shielded or vulnerable list. So please continue the team in.

Rest assured, any decisions we make as we resume our services will still put your health, safety and wellbeing first.

We expect it is going to take some time as we adapt and we thank you again for your patience.

Don’t struggle aloneAlthough not face-2-face, the team is still available for support.

Information and advice – List of some of the key organisations providing information across Liverpool, St Helens and Warrington.

Customers who are Torus tenants

Reporting repairs During the pandemic we were only able to carry out urgent and emergency repairs, but the good news is due to the change in government guidance, we are now restarting responsive repairs,

You can now contact the Contact Centre by phone who will take your request for a repair and we will start to deal with these and the backlog from mid-June, subject to the availability of materials.

Please report all emergency and urgent repairs as usual.

It will take time for us to deal with the backlog of repairs caused by the coronavirus lockdown. This is likely to cause delays to the repairs service for the next few months. We’re aiming to get back to our usual level of service as soon as possible and we thank you for your patience in the meantime.
Liverpool tenants / St Helens tenants /  Warrington tenants

Torus Foundation is continuing to ask everyone to please help us to minimise the risk of germs – as basic as it is, please make sure you wash your hands regularly for 20 seconds with soap and running water.

 You can also head to the Government Advice webpage which covers plenty of useful information on coronavirus including:

  • What the signs and symptoms are
  • How the virus spreads
  • How to reduce the risk of contracting the virus

As information about coronavirus is being updated regularly, we advise you to keep a close eye on the Government website for all the latest information.

Keep updated – This is a fast-changing situation and we will be updating the website and social media on a regular basis, please keep checking for updates. You can also keep up to date with news via our Twitter account @TorusFoundation and tenants may also wish to follow the Torus account covering your area @TorusLiverpool @TorusStHelens or @TorusWarrington


To find out more about the Torus Foundation or to get involved in what we do, please get in touch.

Call 0300 123 5809 or send us an enquiry here: