Complaints

Residents' Complaints Policy

Thorner's Homes is committed to resolving complaints fairly, openly and in accordance with the Housing Ombudsman Complaint Handling Code.

Our current Board-approved Residents' Complaints Policy is available in the Document & Policies Downloads section of this website.

For information about:

  • how to make a complaint
  • our two-stage complaints process
  • annual complaint handling performance
  • our Complaint Handling Code self-assessment
  • the Board of Trustees' annual response
  • learning and continuous improvement

please visit our Residents' Complaints, Feedback & Complaint Handling Performance page.

 

Complaints from Non-Residents

Thorner's Homes also operates a Non-Resident Complaints Policy.

This policy applies to complaints made by members of the public, applicants, contractors, suppliers, neighbours and other individuals who are not residents of the Charity.

A copy of the Non-Resident Complaints Policy can be downloaded from the Document & Policies Downloads section of this website.

 

Charity Commission

Thorner's Homes is a registered charity (No. 1189291) and is regulated by the Charity Commission for England and Wales.

The Charity Commission is not a complaints service. Most complaints should be raised directly with Thorner's Homes using our complaints procedure.

However, the Charity Commission may investigate concerns involving:

  • charities not following the law, resulting in damage to public trust;
  • serious harm to beneficiaries or others connected with the charity;
  • significant private benefit from charity funds;
  • criminal, illegal or terrorist activity;
  • charities established for improper purposes;
  • significant financial loss;
  • loss of significant charity assets, such as land or buildings.

If you believe a matter falls within the Charity Commission's regulatory role, you can contact them:

Online: https://www.gov.uk/complain-about-charity

Post:
Charity Commission
PO Box 211
Bootle
L20 7YX

Telephone: 0300 066 9197

Please note that the Charity Commission may decide not to take further action if there is insufficient evidence or if the matter falls outside its regulatory remit.

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