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Making a Complaint

Complaints to DE

If you want to make a complaint about the allocation of your SFA, the Move-In/Out procedure or any issue other than a repair, you should report your concern in the first instance to the HIC on 0800 169 6322.
The full complaints procedure can be found here.

Complaints to MHS

If you want to make a complaint about the response of the MHS Customer Service Help Desk, the quality of the work undertaken by MHS staff/contractors or the quality of the service provided, you should contact the MHS Customer Service Desk on 0800 707 6000 (option 3). Further details can be found on the MHS website.

The Maintenance Service in Scotland

If you want to make a complaint about the service provided by AMEC Turner in Scotland, contact 0800 328 6337

Ensure You Are Given a Reference Number

If you do make a complaint to either MHS or Defence Estates, make sure that you request a Customer Reference Number. Take a note of this number as you will need to refer to it during each stage in the process. It may also help enormously later on if you have made notes of who you have contacted and when, if you have names of those you have spoken to then so much the better.

Compensation

There may be occasions when MHS are not able to provide the level of service that you would expect eg their staff miss scheduled appointments to undertake repair work or you experience significant defects in your new SFA within 14 days of moving in. When these situations arise, you may be entitled to claim compensation from the organisation. You can find out more details about the compensation package available here.

A General Guide

Defence Estates issue a useful general guide on Complaints.

REMINDER - if you need to make a complaint about the level of service you have received from either MHS or Defence Estates please remember to ask for a Customer Reference Number when you contact the MHS Helpline (Option 3) or the Housing Information Centre. Make a note of the number you are given as you will need to refer to it during each stage in the process.

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