PERFORMANCE

The latest performance information for Thorner's Homes CIO can be found here

Complaint Handling

Landlords must produce an annual complaints performance and service improvement report for scrutiny and challenge, which must include: 

1. The annual self-assessment against the Complaint Handling Code to ensure their complaint handling policy remains in line with its requirements - 

Annual Complaint Handling Code Self Assessment Forms:

Download 2024 report 2024 Thorner's Homes Appendix A - Self-assessment Form Housing Ombudsman Service March 2025.pdf

2. A qualitative and quantitative analysis of the landlord’s complaint handling performance. This must also include a summary of the types of complaints the landlord has refused to accept; 

   * any findings of non-compliance with this Code by the Ombudsman; 

   * the service improvements made as a result of the learning from complaints; 

   * any annual report about the landlord’s performance from the Ombudsman; and 

   * any other relevant reports or publications produced by the Ombudsman in relation to the work of the landlord.  

Annual Complaints Performance & Service Improvement Reports:

Download 2024 report - 2024 Thorner's Homes annual complaints performance and service improvement report March 2025.pdf

You can find more information about complaint handling on the Housing Ombudsman Service website The Complaint Handling Code | Housing Ombudsman Service