Torus

The Housing Ombudsman is the independent service that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "service failure", "maladministration" or, for the most serious failings, "severe maladministration". Its maladministration rate counts all three together. The findings below concern Torus62 Limited, the landlord that trades as Torus.^[6]

The 2025-26 performance report. The Ombudsman recorded a maladministration rate of 63.3% for Torus — 95 of 150 findings counted.^[4] That compares with a national rate of 62%, and 52% for landlords of a similar size and type.^[4]

“The number of 'Mal' findings recorded for Torus62 Limited is 95, which gives the Maladministration rate of 63.3% (95 / 150).”^[4]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 — Torus62 Limited (14 September 2026)

How the rate is counted. The report counts 68 cases decided between 1 April 2025 and 31 March 2026, which produced 157 findings. Cases and findings outside the Ombudsman's jurisdiction, or withdrawn, are left out of the rate, which leaves 150.^[4]

Where the findings fell. Responsive repairs was the largest category, with 65 findings. Two findings were severe maladministration: one in responsive repairs, and one in the category for moving, buying and selling homes.^[4] The largest sub-categories were complaint handling, with 53 findings, other responsive repairs, with 16, and condensation, damp and mould, with 15.^[4]

Orders and compensation. The Ombudsman made 187 orders and 55 recommendations. It made no complaint handling failure orders — the separate orders it makes when a landlord's handling of the complaint itself fails. Torus complied with all 187 orders in the report's compliance table within three months.^[4] The report's headline compensation figure for the year, ordered or recommended, is £38,821.^[4]

Earlier years. The Ombudsman decided 25 Torus cases in 2023-24 and 32 in 2024-25, when the rate was 54% and then 62%. It adjusted the 2023-24 figures to leave out cases outside its jurisdiction or withdrawn, so they may not match what it published at the time.^[4]

What tenants say. In Torus's 2025-26 survey of its low-cost rental tenants, 77.5% were satisfied with repairs. Satisfaction with complaint handling was 26.5%, down from 37.1% the year before.^[5]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards for safe, decent homes. It grades landlords in three ways, and on each scale 1 is the strongest:^[1]

• consumer (C1 to C4) — the homes and services tenants receive;
• governance (G1 to G4) — how well the landlord is run;
• viability (V1 to V4) — its finances.

Torus's consumer grade is C1. In a judgement published on 15 April 2026, the regulator upgraded Torus to C1: "Our judgement is that overall the landlord is delivering the outcomes of the consumer standards."^[1]

Up from C2 in 2025. The regulator first graded Torus against the consumer standards after an inspection completed in May 2025, and gave it C2.^[1] It found weaknesses in Torus's oversight of health and safety compliance, and in how Torus showed that its repairs service was delivering for tenants.^[1] After further engagement, the regulator said Torus had strengthened its board's oversight of health and safety compliance and could now show its repairs service was delivering the required outcomes.^[1]

What Torus says. Torus says the upgrade followed work to improve its data and to strengthen oversight of service quality.^[7]

Governance and viability. The regulator grades Torus G1 for governance — "Our judgement is that the landlord meets our governance requirements" — and V1 for viability, finding it "meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios". Both grades were confirmed by a stability check in November 2025.^[1]

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — currently in force against Torus; the regulator's page for it lists only its judgement.^[3]

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Torus must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[8]

Safety checks. Torus must also meet health and safety duties for its homes, such as gas and electrical safety checks. In 2025 the regulator found weaknesses in its oversight of health and safety compliance; it has since said that oversight was strengthened.^[1]

Complaint handling. Torus must handle complaints under the Housing Ombudsman's Complaint Handling Code, through a two-stage process with set response times — the disrepair page explains how to use it.^[11]

Torus's own repair timescales. Torus sorts repairs into priorities, each with a published target time — from emergency repairs through to routine work — which the disrepair page lists.^[14]

Where to report and complain. Report a repair to Torus through its online account or by phone to its Customer Hub, and complain through torus.co.uk.^[12]