Thorner’s Homes: Coronavirus Update

We know this is a difficult and worrying time for many of our residents. We’re here to help.

As the situation with Coronavirus and Government advice evolves quickly, our priority remains to do everything we can to keep our residents and colleagues safe and well.

We know you have questions and we’re sharing the frequently asked ones here. Please keep checking back as we know this situation will continue to change and we will add information when it’s new and helpful.   

Frequently asked questions

What has changed and what can we expect from Thorner’s Homes in coming months?

The main changes for our residents are;

  • The move to emergency repairs and maintenance only, though health and safety checks to systems will continue to be made from June onwards.
  • More conversations taking place over the phone that might have been face to face before.
  • The gardens may be used to socialise and exercise in, but strict social distancing of 2m (6 feet) is essential.

There have been many changes for everyone in their daily lives and it remains a difficult time for many people.  We are here to help, and our team are on standby to have conversations with any residents who are worried.

The situation continues to change and advice is very fast moving, and as a team we are focussed on digesting these changes quickly and doing the right things for our residents and colleagues. 

We’ll keep you updated as the situation evolves.

Are the offices open?

Our office staff continue to work from home. If you need to speak to any of the Admin Team, please call 023 8063 6772 and leave a voicemail and someone will return your call. Alternatively email on Whilst we are working from home we will be providing the same service to our residents.

Both Scheme Managers will be seen in their offices, though timings may vary. We ask that you do not enter their offices but communicate from outside the office, via phone or the pull cord in home. This may change however, if a local lockdown is initiated.

Our Scheme Managers continue to contact residents on what would be their usual visit days and for some more vulnerable residents, more often. If you do not get to speak to your Scheme Manager directly, please leave them a voicemail to confirm that you are okay.

Where can I find out more information about Coronavirus?
If you would like further information about Coronavirus, please visit:

Weekly Maintenance Charge Contributions and finances

I’m worried about paying my Weekly Maintenance Charge Contributions. What can I do?

We understand this is a really difficult situation for some of our residents. Our team are on standby to help you with this and make sure you get the support you need.

If you can’t pay your weekly maintenance contributions because you normally go out to pay it, and you’re currently in isolation or staying safe in your home, call the team on 023 8063 6772. Leave a message and we will return your call to take a payment via your card.

To help, and if you are not in receipt of Housing Benefit and do not savings or other income, please contact our Chief Executive to discuss a payment plan. You might be able to pay less for a while, whilst waiting for your Housing Benefit payment to be made.  Although you will still have to pay the balance at a later date, we will set a sensible repayment agreement with you and you can be confident that in this current situation, reduced contribution payments will not affect your appointment with us.

If you have any questions about benefits, please visit Southampton City Council’s Housing & Council Tax Benefit online claims:

Repairs and maintenance

Are you still doing repairs?

At present within the parameters of Government advice we are undertaking routine maintenance and repairs. The contractors will follow the Government advice and they will wear Personal Protective Equipment when they enter your home. We ask that you keep your distance from anyone entering your flat on behalf of the Charity and especially if distancing is not possible, please wear a mask. This may revert to ’emergency repairs only’ if we enter a local lockdown.

Is it still the same telephone number to contact for repairs?

Yes, please call your Scheme Manager to log all repairs calls:

  • Robert Thorner Court – 023 8052 9477
  • Thorner’s Court – 023 8022 7188


Should I notify you if I have symptoms?

Please let your Scheme Manager know if you have symptoms, or if a member of your ‘bubble’ has symptoms.  Whilst the Government may track and trace, we do need to be aware, especially if you have inadvertently come into contact with another resident or visitor to the building.  

You should then self-isolate as the Government advises. If you need an emergency repair, we will ask if you are self-isolating as part of any conversations before the repair is booked.

How are you checking in on vulnerable residents?

We are contacting all of our residents weekly, on the usual visit day to check on their welfare and whether they need any help.  If you are more vulnerable, we may make contact more often.  If you are worried or concerned, please do not hesitate to call your Scheme Manager on their office number. 

In the event of an emergency, please use the pull-cord in your flat.

Can my family visit?

We ask that you be sensible during this time, especially given the vulnerabilities of many on the almshouses. please follow the advice for the area:

Find out the coronavirus restrictions in your local area – GOV.UK (

We ask that you ensure that visitors do not visit the building if any of them have come into contact with anyone with the virus or if they have themselves, symptoms.

Still uncertain?

If you are unsure of anything do not hesitate to seek clarification from one of the Thorner’s team.