About our retirement housing

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Read our Frequently Asked Questions

Benefits of Thorngate living

Emergency Call System
Emergency call system

Accommodation benefits from having a pull cord emergency call system, optional personal pendants and a secure outer door entry system.

Warden support
Warden support

Our warden support team offers round-the-clock cover for emergencies and to help with any routine challenges residents may face.

Tranquil gardens

Residents have the option of cultivating their own piece of garden if they wish. There are also greenhouses to grow fresh vegetables.

Repairs & maintenance

The Trust’s directly employed repairs and maintenance team are on hand to deal with any work needed in your flat.




, Gosport

I feel very blessed that the Trust gave me a flat and in doing so, a new lease of life. We are really lucky to have the Trust in Gosport.

Testimonial Quote Icon
I really love my flat at Melrose Gardens and I am very happy as there is everything I could possibly want.
Heather Gallagher

What our residents say

Concerns and complaints

Many people are reluctant to complain. We aim to provide a great home and professional, compassionate, caring service through our own determination to follow best practice.

Sometimes we may miss something, or you might be able to think of how we could do something better. Perhaps we may have fallen short of your expectations. Should this happen we want you to speak up, so that we can resolve any issues and improve the service we offer, as quickly as possible.

For any concerns or complaints please complete our online form and for further details of the process please see our FAQ (Frequently Asked Questions)


Following the introduction of the Housing Ombudsman’s complaint handling code in September 2020, a complaint is universally defined as:“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”


There are three stages to our complaint’s procedure:

  • Stage 1: it is usually best to speak to your warden first. If complaint is about a warden, you should contact the office at Clare House
  • Stage 2: if your complaint cannot be resolved at Stage 1, you can ask for it to be considered by the Chief Executive.
  • Stage 3: if your complaint cannot be resolved at stage 2, you can ask for it to be considered by the Trustees.

Contact us

We provide several ways for residents to make a complaint:

  • Email using info@thorngate.org.uk (available for use 24/7)
  • Telephone by calling 023 92534999 (apart from bank holidays, available weekdays 9am – 5pm, voicemail facility out of hours)
  • In person, speaking to a warden on site
  • In writing to the Administration office at 10 Clare House
  • In person by visiting the Administration office, 10 Clare House, Melrose Gardens, Gosport PO12 3BZ (apart from bank holidays, available weekdays 9am – 5pm)
  • Online complaint form