Complaints and comments
If you are unhappy with the service provided by mhs homes you
need to contact either the Customer Service Team or mhs
express. They will aim to resolve the issues that
you raise straight away and will establish why you are
dissatisfied and what outcome you are seeking to resolve the
If you remain unhappy with the service provided you can then
make a complaint through our complaints process.
If we have been unable to resolve your complaint straight
away to your satisfaction the complaint will be logged and
passed to the relevant manager to investigate and you will
receive a response within 10 working days.
If you remain unhappy with the outcome you can ask,
within 20 working days of receiving the stage 1 response, for your
complaint to be passed to a director to review the decision
made. You will receive a response within 10 working days
of your request being made.
If you are still not happy with the outcome of your complaint
you can request, within 20 working days of receiving the stage 2
response, that the Complaints Review Panel hear your
case. The panel will review both stages 1 and 2 and determine
whether mhs homes has acted fairly and appropriately throughout and
had followed its policies and procedures.
Housing Ombudsman Service
You can take your complaint to the Housing Ombudsman, however
they will only accept a complaint if it has been through the mhs
homes complaints process first.
Changes in April 2013
Due to the changes in the Localism Act 2011, before you can take
a complaint to the Housing Ombudsman you have to either:
• Wait 8 weeks and refer the matter yourself directly to the
• Refer the complaint to a ‘designated person’ such as:
o An MP or
o A designated
tenant panel. This is a group set up by tenants for only this
currently mhs homes are not aware of any panels that have been set
Should you wait eight weeks and send your complaint directly to
the Housing Ombudsman, please write to:
Housing Ombudsman Service
Telephone - 0300 111 3000
Fax - 020 7831 1942
Email - firstname.lastname@example.org
You can make a complaint by contacting us in the following
Phone: 01634 565333
By sending a letter to:
Service Quality Co-ordinator
Kent ME4 4LL
Or alternatively by visiting mhs express
Getting your feedback
It is really important that we get feedback from our customers
that use the complaints process. If you've recently raised a
complaints with us then we would like to invite you to complete our
satisfaction survey. All you will need is your 5 digit
complaint reference number which can be found on any letters we've
sent you about your complant.
I would like to complete the survey.