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

As the situation with Coronavirus is evolving quickly, we are following government advice closely and 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 weeks and months?

The main changes for our residents are;

  • The move to emergency repairs and maintenance only
  • More conversations taking place over the phone that might have been face to face before
  • Exercise only in the gardens, whilst maintaining social distancing of 2m (6ft)

We know there will be lots of other changes for our residents in their daily lives, and it’s a really difficult time. We’re here to help, and our team are on standby to have conversations with any residents who are worried.

The situation 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 offices 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 the NHS website.

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: https://revenuesbenefits.southampton.gov.uk/OnlineApplication/Introduction.aspx?form=ADECLAIM

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.

Customers 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 customers 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 weeks and months.

Finding and moving into a new home

We are assessing applications for housing a little differently at the moment to make sure we can continue to help people who urgently need to move. This includes, in some cases, working with local authorities who have asked for our help to house individuals in an emergency. 

If you do not urgently need to move at the moment, we may ask you to wait a little longer, in line with Government guidance which says that people should avoid moving home at the moment.

Symptoms and social distancing

Should I notify you if I have symptoms?

Please let your Scheme Manager know if you have symptoms.  Whilst the Government do not have their track and trace operational yet, 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.

What is Thorner’s Homes doing about residents socialising in the gardens? 

We’ve communicated with all residents that at present the gardens can only be used for exercise.  When Thorner’s Homes amends this policy, we will notify all residents.  Whilst the Government are advising everyone they can now sit in parks, they have reiterated that anyone not maintaining their minimum 2m (6ft) distance from those not in their household, will be fined £100.  This is therefore very difficult to monitor in our communal gardens and we are asking that you do not sit in the gardens at present but you may continue to exercise in them.

Can my family visit?

At present, the Government advice is households must not mix, so your family cannot visit you in your flat.  We are aware that there are a limited number of residents whose family provide care.  We are aware of these and they know they must undertake the same precautions as other care staff from external agencies. 

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 https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/884171/FINAL_6.6637_CO_HMG_C19_Recovery_FINAL_110520_v2_WEB__1_.pdf