Residents' Complaints, Feedback & Complaint Handling Performance

This page explains how to make a complaint, how we handle complaints and how we report on our complaint handling performance. Our Board-approved Residents' Complaints Policy can be downloaded from the Document & Policies Downloads section of this website.

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, where appropriate, handled in line with our Residents' Complaints Policy.

How to make a complaint

You do not need to use the word "complaint". If you tell us you are unhappy with our service or a decision, we will discuss this with you and, where appropriate, record it as a complaint under our Residents' Complaints Policy.

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 remain dissatisfied after receiving our Stage 2 response, you may refer your complaint to the Housing Ombudsman Service within 12 months.

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

Published reports

The following documents are published annually in accordance with the Housing Ombudsman Complaint Handling Code. They demonstrate our complaint handling performance, learning and continuous improvement, and are retained on our website for transparency and year-on-year comparison.

2025/26 Reporting Year

Housing Ombudsman Complaint Handling Code Annual Self-Assessment

Annual Complaints Performance & Service Improvement Report  

Board of Trustees' Response to the Annual Complaints Report

The Board reviewed the Annual Complaints Performance & Service Improvement Report together with the Charity's annual self-assessment against the Housing Ombudsman Complaint Handling Code.

One formal complaint was received during the reporting year, which progressed to Stage 2 of the complaints procedure. The Board reviewed the outcome of the complaint and the learning arising from it as part of its oversight of complaint handling performance.

The Board is satisfied that the complaint was handled in accordance with Thorner's Homes' Residents' Complaints Policy and the requirements of the Housing Ombudsman's Complaint Handling Code.

The Board remains confident that residents are aware of how to raise concerns or complaints and that learning from complaints continues to inform service improvements. Learning from complaints is also shared with residents through the annual residents' meetings.

It was approved by the Board of Trustees of Thorner's Homes CIO on 26th March 2026

2024/25 Reporting Year

• Housing Ombudsman Complaint Handling Code Annual Self-Assessment

• Annual Complaints Performance & Service Improvement Report

Policies

The following policies are available in the Document & Policies Downloads section of our website:

• Residents' Complaints Policy
• Non-Resident Complaints Policy

Further information

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

The Complaint Handling Code | Housing Ombudsman Service.

The Board-approved Residents' Complaints Policy and our Non-Resident Complaints Policy are available in the Document Downloads section of this website.

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.