RIDE FOR RAFA - Marham Matters Online

Occupant
consultative meeting
Ex Cadir griffin
be considered closed once
the response has been sent
since the course of action to
remedy the complaint will
In a survey last year,
MHS customers voted
overwhelmingly to introduce
this idea, which aims to save
TIW B Shift on
Ex CADIR GRIFFIN
have been established.
Address
paper and improve customer
convenience and choice.
The next stage of the plan
Leaving Marham on a hot spring afternoon we headed across to West Wales to join the No 2620 (County of Norfolk)
Squadron RAuxAF Regiment, Adventurous Training Exercise based in the Southern Snowdonia National Park.
MODern Housing Solutions
is to offer confirmation of
Occupant
Consultative
Meeting
The quarterly meeting was
held at St. Andrew’s Church
where the audience had
a chance to put questions
and points of view across
to representatives of DIO
Housing, MHS, ISS, Local
Police and Station Welfare.
The situation with SFA
is that Marham is
currently full and all
available SFA is either
to see what needs improving.
Below are the steps for
complaints procedure about
the service being provided by
MHS, if you require help and
not sure where to go contact
the SCSO in the CS Hub.
Modern Housing
Solutions Occupant
Complaint Process
The complaint process described
below relates to the property
The Matchworks
Speke Road, Garston
LIVERPOOL, L19 2PH
Email: Customercare
@mhs.mod.uk
Tel: 0800 707 6000 (Option 3)
Stage Two Formal
complaint to Defence
Infrastructutre
Organisation
Operations
Accommodation
If you consider that your
complaint has not been
adequately dealt with under
Stage One, you can escalate
your complaint further, in writing
to Defence Infrastructutre
Organisation Operations
safety inspections, such as
the Gas safety inspection
by email as well.
And this will be followed
by the offer of text message
reminders on the day before and
on the day of your appointment.
Additionally you can provide
up to three contact details
for appointments normally
the following; Home, mobile
and work numbers, these will
be passed to the Engineer.
You are entitled to
either an AM or PM slot for
appointments, not just an “all
day” one and that you have to
collect children from School,
just let the operator know.
The General Manager
for ISS at Marham, Andrew
Hetherington, spoke with
delight at being able to outline
Our Ground Liaison
Officer (GLO), Major
Gary Walker, had
advised that as we
were training in Wales it would
be sensible to take waterproofs
and warm clothes; however we
thought this unnecessary as we
motored through England in clear
sunny skies and above average
temperatures. Thankfully, we
trusted Major Walker’s wealth of
experience, heeded his advice
and had been well prepared
by the PEd Flt at Marham, who
provided us with all the right
equipment, as we were soon to
find out.
Indeed it was about ten miles
from our base location that we
first viewed the heavy weather
front that would hang over us for
most of the week, with strong
All in all it was an excellent week for the
TIW team who were very grateful to OC
2620 Squadron allowing such a novice
group to join them on their annual exercise.
about to undertake. Indeed with
Officer Commanding 2620 and the
GLO doing the cooking what more
could we ask for.
The training itself included hill
walking, wild camping, mining,
mountain biking and orienteering
all of which was made more
interesting by being wet! We
traversing hill summits in thick
cloud, squally rain and winds
gusting 50mph. The wet rock
surfaces required extreme care
and particularly some of the
descents across boulder scree,
but apart from the odd slip, fall
and ripped waterproof bottoms all
went without major mishap, our
would not have been as solid as
it appeared, settling up to our
knees in soft bog and squelching
on watched by sheep in adjacent
fields that clearly knew better!!
The rest of the weeks’ exercise
followed a similar pattern but
under the skilful advice and
direction of the 2620 Squadron
Instructors we soon became
adept at cross country map
reading and navigation and
personal admin in the field, not
to mention how to fly fish in
a mountain tarn having never
touched a rod and reel before.
Luckily nobody had their ears
hooked and fortunately we did
not need the fish for food as we
would have gone very hungry.
All in all it was an excellent
week for the TIW team who
were very grateful to OC 2620
allocated or occupied. This has
maintenance service provided
Accommodation at:-
the plans for the Spar shops
winds and driving rain being the
were led throughout the week
camping for the night in the lee of a
Squadron allowing such a
resulted in those posted into
by Modern Housing Solutions
as well as the Bull and Bowl
order of the day.
by some of the excellent and
dry stone wall which offered some
novice group to join them on
Marham, on occasions, having
(MHS) for your property.
Customer Services Manager
to those at the meeting. The
The exercise was based in a
very experienced Instructors
small protection from the elements.
their annual exercise. We all
to wait for an allocation. There
Additionally you can
Defence Infrastructutre
Spar shops will be refurbished
Farm Camp on the outskirts of
provided by 2620 Squadron
The return journey the following
learnt a great deal, not just in
is therefore currently no flex for
contact the Station Community
Organisation Operations
within the next few months
Dolgellau, which although basic
and the Force Development
day across the boggy terrain was
personal development but as
families to be moved within the
Support Officer (SCSO) in
Accommodation
and the other areas covered
accommodation, proved to be an
Training Centre at Fairborne.
also more difficult than it first
a team, having to rely on each
Quarters at Marham unless it is
the CS Hub who may be able
Rm S201, Building 351
by ISS are being looked at, the
excellent facility ideally located
The first two days were spent
looked and being flat we ought
other in what at times were quite
due to increase in family size or
to help resolve the issue.
RAF Brampton
feedback from those at the
for the training that we were
in the Rhinog Fech area with our
to have realised that the surface
arduous and difficult conditions.
circumstances such as welfare.
MHS are having problems
with scheduling of their
Engineers, which has caused
Stage One Formal
Complaint to MODern
Housing Solutions
Huntingdon
Cambs, PE28 2EA
meeting was well received.
The Local PCSO gave a brief
on what crime was happening in
the local area and generally the
problems for occupants who
You can telephone, write, or
If your complaint needs to
crimes were minor. Speeding in
are experiencing difficulties in
Email the MHS Helpdesk to
be taken further then talk to
the area was being monitored
getting appointments and visits,
complain about an existing job
the SCSO in the CS Hub.
but the PCSO did ask if anyone
even down to appointments
or a job already carried out.
If you have had a missed
had any issues to contact them.
being cancelled at short notice.
If you choose to write
appointments, appointment
The other issue brought up was
The complaints procedure
or e-mail, your complaint
cancelled or Engineer not
“Cold Callers” to the quarters,
at the MHS Call centre was
will be acknowledged in
turning up, then ask for your £20
again if you are not sure don’t
raised again with examples
writing by return.
Voucher and raise a complaint.
enter into any agreements and
being; Staff reluctant to
give Customers “Complaint
Reference Numbers” and
all day appointments being
For all complaints, the
Helpdesk will investigate
the matter and you will
receive a written response
Modern Housing
Solutions offering
something new:
if you are suspicious contact
the RAF Police or the CS Hub.
The next OCG meeting will
be in September but you do
offered then cancelled
within ten working days.
Emailing reminders of
not have to wait till then, if you
at the last minute.
The response will include
appointments. In the Spring
have a problem with your SFA
The MHS Liaison Officer
a customer reference number
MODern Housing Solutions
or want to have a say, then we
spoke at length on how the
and an explanation as to the
(MHS) will start offering
hold a monthly Surgery in the
call centre should be operating
resolution of the complaint.
customers a choice to have
Oasis Lounge (Home Alone)
and how the system with the
The complaint will, in
their appointments confirmed
on the 3 rd Friday of each month
scheduling is being looked at
normal circumstances, then
by email instead of by letter.
between 9:30am and 11am.
12 MARHAM MATTERS ISSUE 6
Visit: www.marhammattersonline.co.uk
Visit: www.marhammattersonline.co.uk
ISSUE 6 MARHAM MATTERS 13