Appointment Times
Once a task has been reported it will then be given a job number and will need scheduling. MODern Housing Solutions will use an appointment booking system to arrange with the caller a convenient appointment time for MODern Housing Solutions to attend the problem.
MHS will generally offer AM or PM time band appointment. However, we will offer flexibility to account for Occupants who have to take children to school which will affect the times they are available. MHS will also ask whether an Occupant is available all day to give them the greatest flexibility to schedule their operatives.
All our staff and contractors carry identity cards with their name and a photograph. If you are unsure of our contractors identity, please contact the HelpDesk who will be able to verify the individual’s identity.
In the event that MHS fail to keep an appointment due to circumstances under their control and without giving acceptable notice, a financial penalty will be payable by MHS to DE as an incentive to encourage provision of the required level of service in the future. This is over and above other measures in the contract that encourage and enforce good service. In addition, compensation may be payble to the occupant. Please visit the Compensation page under ‘Customer Care’ for further information.
MHS will be taking necessary management action to investigate the root cause of any such event to improve their service and avoid future repetition.
Note: The MHS Company Policy states that Operatives are NOT to be left alone in the property with children (aged under 16). If a parent or guardian is not present, the Operative will not enter the property and will immediately leave if the parent or guardian leaves the Operative alone with the child.