It is a very sorry situation that far too many of us have to deal with when we shouldn't. A needless waste of resources both theirs and ours with little tangible signs of improvement. It is clear that the feedback they receive is not making the difference it should as the same people suffer over and over again.
Details of the complaints system can be found here:
Complaints, Comments and Compliments
Stage 1 Complaint
You can telephone, write, or e-mail the MHS Helpdesk to complain about an existing job or a job already carried out. If you choose to write or e-mail, your complaint will be acknowledged in writing by return.
0800 707 6000 (Option 3)
In order to claim compensation see:
Compensation
A couple of key points:
Significant Defects
If a property experiences a significant defect (s) within 14 days of the occupant moving in, then the occupant is entitled to receive
£50 compensation in the form of a voucher. This is a one-off payment that is payable per property and not per significant defect. A significant defect is categorised as a
defect of plumbing, heating, or cooking facilities. A request for a major clean (to all or part of the property) is also considered to be a significant defect.
Missed Appointments
If an occupant has a verified missed appointment for a reactive or planned visit requiring internal access to the property, then they are entitled to receive £20 compensation in the form of a voucher for each and every missed appointment.
Note: A workman who is not qualified to do the job, fails to pitch up with the right tools/spares or who arrives with not enough time to reasonably finish the job also counts for a missed appointment.
The vouchers are not going to change your life, but they do help to offset some of the inconvenience of a failed system.