Complaints Handling Code

This page details our approach to handling complaints.

The Housing Ombudsman has unveiled a new ‘Complaint Handling Code’. The purpose of the code is to enable the swift resolution of complaints, providing clarity for customers and the opportunity 

The code also promotes the need for proactive communication about the complaints service offered and easy access for customers, as well as the fair, timely management of complaints that focusses on a resolution for the customer.

At Thorngate we welcome the new Complaints Handling Code and have carried out a self-assessment against the code as requested by the Housing Ombudsman. 

Our aim is to provide an excellent service to our customers at all times, but sometimes despite our best efforts, occasionally things can and do go wrong and if they do we want to put it right, as soon as we can, to our customers satisfaction.

If something goes wrong and you want us to do something about it please let us know. In the same way, if you think we have done a great job, we’d like to know that as well, so we can pass this on to the people who’ve delivered that service.

The code sets out requirements for member landlords that will ensure that complaint handling is consistent across all of the landlord members which includes Housing Associations, Local Authorities and Arm’s Length Management Organisations.

The code is also a guide for residents setting out what they can and should expect from their landlord when they complain.

View the Housing Ombudsman Complaints Handling Code here

Thorngate's Policy documents and our self assessment form are listed below. 


Anti-social behaviour policy

Complaints policy

Self-assessment form

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