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Comments and Complaints

At mhs homes we welcome your comments and complaints amhs feedback ladybout our service, as they provide us with valuable feedback on how we are performing.

We believe in treating others as we would wish to be treated ourselves. We aim to provide a quality service to everyone we work with. However, as we deal with many enquiries and requests every day we are aware that things do sometimes go wrong. We hope that if you are unhappy with our service you will tell us.

If you think a particular service is being done well, or a member of staff has provided excellent service then we would also like to hear from you.

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service. Below are some examples of complaints that we would like to hear about.

  • If we are failing to provide a satisfactory service
  • If you were treated rudely or unfairly by a member of staff
  • If you are dissatisfied with our policies or procedures
  • If you disagree with a decision we have made.

What is a not complaint

Notification of a repair or problems with a neighbour would not normally be considered a complaint, unless you feel that we have failed to act properly.

How to Make a Comment or Complaint?

Step 1

Talk things over with a member of staff. That member of staff will do all they can to put things right for you. In some circumstances the details will have to be referred to the member of staff who is best able to deal with your complaint. You will be given a reference number to help you keep track of your complaint. The staff member dealing with your complaint will contact you directly. We aim to deal with your complaint within 5 working days. If it is going to take longer, we will keep you informed at all times. You can telephone us on 0845 113 3000, visit our mhs express office or complete the online form at the bottom of this page.

Step 2

If you are not entirely happy with the response you have received from Step 1, you can ask for the details to be reviewed by the Housing Director. The Housing Director’s office will contact you within 10 working days to discuss how the problem can be resolved.

Step 3

If the complaint has not been resolved to your satisfaction by the Housing Director, you may request that the Customer Service Panel hear your case. The Customer Service Panel administrator will contact you to let you know when the panel are meeting to hear your case. You will be invited to attend the meeting if you wish. You may bring along a friend or advisor to assist you. You should have the panels decision in writing within 20 working days from the date your complaint was referred to the panel administrator.

Step 4

If you are unhappy with the panel’s decision you may take your complaint to the Housing Ombudsman. The Ombudsman will normally require that you have completed all stages of our complaint process before they will review your case.

You can contact the Housing Ombudsman at: The Housing Ombudsman Service. Norman House, 105-109 Strand, London WC2R 0AA. Tel: 020 7836 3630. Fax: 020 7836 3900. Email: ombudsman@ihos.org.uk

Comments and Complaints Online Form

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