Complaints and Comments

If you are unhappy with the service provided, in the first instance you need to contact either the Customer Service Team based at mhs homes Broadside or mhs express.  They will aim to resolve the issues that you raise within 24 hours and will establish why you are dissatisfied and what outcome you are seeking to resolve the matter.

If you remain unhappy with the service provided you can then make a complaint through mhs homes 3 Stage Formal Complaints process.

Stage 1 – Local Resolution

If we have been unable to resolve your complaint informally the complaint will be logged and passed to the relevant Service Manager or Head of Service to investigate and you will receive a response within 10 working days.

Stage 2 – Director

If you remain unhappy you can ask, within 20 working days of receiving the Stage 1 response, for your complaint to be passed to the Operations Director to review your complaint and you will receive a response within 10 working days.

Stage 3 – Customer Service Panel

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 Customer Service Panel hear your case.

If you wish to pursue your complaint further you can get in touch with the Housing Ombudsman, however, they will only accept a complaint if it has been through the mhs homes complaints process first.

Write to:
Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

Telephone - 0300 111 3000
Minicom - 020 7404 7092
Fax - 020 7831 1942
Email - info@housing-ombudsman.org.uk

Contacting us:

You can make a complaint by contacting us in the following ways:

Phone: 01634 565333

Email: complaints@mhs.org.uk

By sending a letter to:

Service Quality Co-ordinator
mhs homes
Broadside
Leviathan Way
Chatham
Kent ME4 4LL

Or alternatively by visiting mhs express