Welcome to MODern Housing Solutions

Providing best in class housing maintenance to Service families

MODern Housing Solutions (MHS) provides a housing maintenance service on behalf of the Defence Infrastructure Organisation for families living in Service Family Accommodation (SFA). We repair items in SFA properties (response maintenance). Further information about the services we provide can be found in the MHS Maintenance Guide where there are also a series of useful diagrams to help customers identify specific faults.

To report a fault, our Customer Helpdesk is open 24 hours a day, 7 days a week all year round (including Christmas and New Year). Call 0800 707 6000 to raise a job if something in your SFA breaks down or needs repair. We recognise that for many families English is not your first language, to help you we have a Translation service - say your preferred language three times (espagnol, espagnol, espagnol) - and you will be put through to a translator who will help you log your call.

Our scheduling and priority procedures will ensure that we do our best to resolve your problem as quickly as possible. Response maintenance priorities are:

Emergency - attend within 3 hours, make safe within 24 hours - faults where there is an immediate risk of injury, or serious damage to property, or gives rise to serious inconvenience or hardship to the family. Also includes total loss of essential facilities.

Urgent - within 5 working days - serious discomfort to the customer, or likely to lead to damage to the property or fittings (e.g. blocked toilet, defective cooker)

Routine - within 15 working days - all other maintenance jobs.

We welcome all customer feedback

Our aim is to achieve 100% customer satisfaction from initial contact, through to resolution. We regularly call customers to collect feedback on how a particular job has gone. You are also welcome to email the customer care team on customercare@mhs.mod.uk