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Maintaining your SFA

What is Expected of You

You can find all the information you might need about the maintenance of your SFA in England and Wales on the Defence Estates website.

Reporting a Fault

If you need to report a fault in your SFA you should contact MHS on 0800 707 6000 (for properties in England and Wales). If you want to know more about how they will prioritise and respond to your call, and how the system work, full details can be found in the MHS website. If you are living in an SFA in Scotland, you will need to contact AMEC Turner (Regional Prime Contractor) on 0800 328 6337 to report any problems with your property.

The MHS Yellow and Red Card System

This system only applies on statutory pre planned maintenance i.e. gas inspections and electrical checks.

What happens if I am out when an Engineer calls?

If you do not respond, the engineer will drop a yellow card through your letterbox asking you to contact MHS in order that a second appointment can be made. If you do not contact MHS, they will write to you with a second appointment date to carry out the repair.

Note: A yellow card

signifies a first missed appointment by the occupant for a gas safety inspection or electrical check. If an occupant receives a yellow missed appointment card, they should contact MHS within 24 hours of receipt to make an alternative appointment. If the occupant does not make contact with MHS, they will write to the occupant with a second appointment date.

If you do not respond to the second visit, a red card will be posted through your letterbox by the Engineer and your details passed to DE.

Note: A red card

signifies a second missed appointment by the occupant for a gas safety inspectionor electrial check. If an occupant misses a second appointment, MHS will refer the matter to Defence Estates (Ops) Housing who will work with the military authorities to gain access.

It is also likely that MHS will not carry out any routine repairs on your quarter until the necessary safety checks have been carried out.

 

Translation Line available at the MHS Help Desk

Service families should be aware that the MODern Housing Solutions (MHS) Help Desk offers a translation line for occupants who do not have English as their first language. 

How it works?

If an Occupant wishes to report a repair, check the status of a repair or raise a complaint, the Occupant needs to simply telephone the Help Desk and state their nationality or country of origin twice.  For instance, if the occupant is Nepalese, they just need to say “Guerkali, Guerkali” or if they are Spanish, they just need to say “Espania, Espania”, etc.

The Help Desk Agent will then put the Customer on hold whilst they contact a translator and a three-way conversation will then commence. 

Questions?

MHS are always keen to receive feedback on the Service from their Customers.  If you have any questions or feedback on the service that you would like to share with MHS, please feel free to email them at info@modernhousingsolutions.co.uk.

 

 

 

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