Complaints, Feedback & Performance 

At Thorner’s Homes, we want all Residents to feel listened to, respected and treated fairly. Feedback, whether a complaint, concern, suggestion or compliment, helps us improve our homes and services.

If something has gone wrong, or you are unhappy with a service or decision, please tell us. You do not need to use the word “complaint”, any expression of dissatisfaction will be taken seriously and handled in line with our complaints procedure.

How to make a complaint

You can raise a complaint in the way that suits you best:

  • Speak to your Warden or any member of staff

  • Telephone us

  • Email or write to us

If you tell us verbally, we will record the details, agree them with you, and log it as a formal complaint.

You may also ask a family member, carer or representative to support you.

What happens next

We follow a two-stage complaints process in line with the Housing Ombudsman Service Complaint Handling Code:

  • Stage 1 - We will acknowledge your complaint within 5 working days and provide a full response within 10 working days.

  • Stage 2 - If you remain unhappy, you can ask for a review. We will provide a final response within 20 working days.

We will always explain our decision and what we have done to put things right.

If things have gone wrong

We will:

  • apologise

  • explain what happened

  • take action where needed

  • learn from the issue

Where appropriate, we may review decisions, change our approach, or offer remedies.

If you are still unhappy

If you have completed both stages of our complaints process and remain dissatisfied, you can contact the Housing Ombudsman Service within 12 months of our final response.

 

Our performance and accountability

As a Registered Provider of Social Housing, we are required to be open and transparent about how we handle complaints and how we learn from them.

We publish information each year to support transparency, scrutiny and accountability, including:

  • our annual self-assessment against the Complaint Handling Code

  • analysis of our complaint handling performance (both qualitative and quantitative)

  • the types of complaints not accepted (where applicable)

  • any findings of non-compliance by the Housing Ombudsman

  • service improvements made as a result of complaints

  • any relevant reports issued by the Housing Ombudsman

 

Wider compliance and assurance

Thorner’s Homes maintains a comprehensive policy register and compliance calendar to ensure all legal, regulatory and safety requirements are met. This includes safeguarding, fire safety, fair ‘rent’ equivalent (WMC/MMC), and resident engagement.  By keeping these areas under regular review and publishing key information, the charity provides assurance that homes are safe, well-managed and governed to a high standard.

 

Published reports

We publish our complaints performance information annually. Reports from previous years are available below for transparency and comparison.

2025 - 2026

2024 - 2025

 

Further information

You can find more information about complaint handling on the Housing Ombudsman Service website

The Complaint Handling Code | Housing Ombudsman Service.

Our full Residents’ Complaints Policy & Procedures is available in the Downloads section.

 

Our status

Thorner’s Homes is an almshouse charity and a Registered Provider of Social Housing. Residents are beneficiaries rather than tenants, but we are fully committed to meeting the requirements of the Complaint Handling Code.

 

Continuous improvement

This information is published in line with regulatory requirements and reflects our commitment to openness, learning and continuous improvement.

We welcome feedback at any time.

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