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 staff are all working from home but providing the same service to our residents. They made this move really quickly, and there has been no reduction to service, apart from not being visible in the Scheme or Admin Offices, or having a weekly visit from your Scheme Manager.  This is to keep our colleagues and you, our residents safe. 

The Thorner’s Court Scheme Manager and Relief Scheme Manager are attending together both sites on Thursday mornings, to test the fire alarm call points and to check around the buildings.  They will not be sitting in the scheme offices.  If you see them, please maintain your distance from them.  They will also attend if necessary, for emergencies.

Our Scheme Managers are contacting residents on what would be their usual visit days and for some more vulnerable residents, more often. If you do 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?

For the health and well-being of our colleagues and contractors, we have made the difficult decision to move to carrying out emergency repairs only for the near future.  

Residents can still log non-emergency repairs with us, and we will be in touch to discuss the best time to complete these. We are not able to provide timescales for this at the moment. 

If I needed an emergency repair, how will you keep us and the workforce safe?

If you needed an emergency repair, our contractor or colleague attending would be social distancing. This means they may ask you to stay in another room. They will also be wearing all of the right protective equipment to protect their and your health and wellbeing.

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

Why is there someone from Thorner’s Homes (or one of your contractors) doing work on our scheme?

Our priority is resident and colleague safety. We are now doing limited work in areas where our colleagues and contractors can distance themselves safely. Before we start any of this work, we carry out risk assessments and we are making sure all colleagues are aware of the right way of carrying out any jobs safely. 
Are you now starting back up non-emergency repairs?

Our residents have been brilliant during this period and really understanding of our approach to repairs. We are currently delivering emergency repairs, but will start to deliver others where we can do so safely over the coming months.


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?

If you are shielding, please continue to take the Government advice through to the 1st August 2020.

If you can, please utilise the Governments consent to form a bubble. 

Still uncertain?

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

The Governments ‘Plan to Rebuild’ can be found at

Other guidance published:

Social distancing before 4th July

Social distancing after 4th July