Complaints, Comments and Compliments
At MODern Housing Solutions, we welcome feedback (good and bad), suggestions and ideas on how the service can be improved for you. As we aim to provide a high quality service to everyone we work with, please contact us at the following email address and share your views: info@modernhousingsolutions.co.uk
As we do deal with many enquiries every day we are aware that sometimes things go wrong. We do hope that if you are unhappy with the service you will let us know through the complaints procedure. A complaint is the description given to contact being made with MHS to register dissatisfaction with any aspect of the service that we are contracted by DIO to provide you. This includes the lead and coordination responsibility that MHS has with other contractors and contract holders whose own responsibilities affect the fabric, functional ability and environs of Service Family Accommodation.
If you wish to report a complaint, please follow the process below.
Occupant Complaint Process
The complaint process described below relates to the property maintenance service provided by Defence Estates (DIO) and MODern Housing Solutions (MHS) for your property.
A similar complaint process has been developed to handle complaints from occupants relating to the service provided by DIO Housing Directorate, e.g. allocations, move in/out arrangements, etc. This is available on the DIO website at www.defence-estates.mod.uk.
Stage One – Formal Complaint to MODern Housing Solutions
You can telephone, write, or e-mail the MHS Helpdesk to complain about an existing job or a job already carried out. If you choose to write or e-mail, your complaint will be acknowledged in writing by return. For all complaints, the Helpdesk will investigate the matter and you will receive a written response within 10 working days. The response will include a customer reference number and an explanation as to the resolution of the complaint. The complaint will, in normal circumstances, then be considered closed once the response has been sent since the course of action to remedy the complaint will have been established.
Address |
Telephone Number | |
MODern Housing Solutions |
0800 707 6000 (Option 3) |
Stage Two – Formal complaint to Defence Infrastructure Organisation:
If you consider that your complaint has not been adequately dealt with under Stage One, you can escalate your complaint further, in writing to Defence Infrastructure Organisation at:-
Customer Services Manager
Defence Infrastructutre Organisation Operations Accommodation
Rm S201, Building 351
RAF Brampton
Huntingdon
Cambs
PE28 2EA
Stage Three – Formal complaint to the Independent Housing Review Panel (IHRP)
In the event that you are still not satisfied with the handling of your complaint after Stage Two, you can refer your complaint to the Independent Housing Review Panel (IHRP) which consists of housing management experts, some of whom are drawn from outside housing providers and a member of the complainant’s Service. Your complaint may be reviewed independently by each Panel member and the findings passed to the Panel Chair. Complaints should be referred in the first instance to:
Independent Housing Review Panel,
DCDS Pers SCW AFW,
Accommodation Policy C2,
Ministry of Defence,
Floor 6,
Zone A,
Main Building,
Whitehall London
SW1A 2HB.