Complaints Policy
This policy sets out:-
- How to go about making a complaint
- The three stages to a complaint
- What steps we will take at MSV in response to your complaint and timescales
- How we will process your data at MSV
- Information on how to escalate a complaint further
For further information, please contact: Customer Contact Team
Safeguarding Policy
This policy sets out:-
- Our responsibility at MSV to work with agencies and in line with legislation to protect vulnerable adults and children from harm
- Who is responsible for safeguarding at MSV
- MSV’s policy on identifying and responding to concerns
- How safeguarding cases will be monitored and reviewed
- For information on where to report concerns about safeguarding click here
For further information, please contact: Supported Housing Team
Allocations Policy
This policy sets out:-
- Who can apply for an MSV Home
- How you go about applying for a home
- How we treat applications from vulnerable people
- Property size and criteria
- Our approach to pets and children
For further information, please contact:
Lettings Team
Community Safety Policy
This policy sets out:-
- Our definition of Anti-Social Behaviour
- How MSV will respond to reports of anti-social behaviour
- Who is responsible for Community Safety at MSV
- How MSV will monitor, evaluate and record reports of anti-social behaviour
- To find out how to report community safety concerns click here
For further information, please contact: Community Safety Team
Domestic Abuse Policy
This policy sets out:-
- How we define domestic abuse at MSV
- Advice, guidance and assistance if you or someone you know is experiencing domestic abuse
- Who is responsible for dealing with domestic abuse at MSV
- How we treat the information you give us which is strictly confidential.
- Find out how to report domestic abuse concerns by clicking here
For further information, please contact: Community Safety Team
Hate Crime Policy
This policy sets out:-
- Definition and examples of hate crime
- Details regarding MSV’s commitment to the principles of equality and fairness and a zero-tolerance approach on all forms of discrimination, harassment and victimisation
- How MSV will deal with victims of hate crime incidents
- MSV’s multi-agency approach to hate crime
- Who is responsible for dealing with hate crime reports at MSV
- How we will treat your information at MSV (in strict confidence)
- To find out more about how to report a hate crime click here
For further information, please contact: Community Safety Team
Tenant Audit Policy
This policy sets out:-
- The purpose of tenancy audits at MSV
- Who might be affected by tenancy audits
- How compliance is ensured with the Regulatory Framework for Social Housing in England
- Who will carry out the audits at MSV
- How your information will be managed following an audit
For further information, please contact your Neighbourhood Officer
Asbestos Management Policy
- How MSV ensures the safety of asbestos release for people living and working in properties owned or managed by MSV
- How MSV adhere to the legislation regarding asbestos
- Key MSV policy objectives and management plans, current status, up to date records and development
- Who is responsible for implementing the policy
For further information, please contact: Compliance Team
Electrical Safety Policy
- How MSV ensures to control the safety of electrical or fire faults for people living and working in properties owned or managed by MSV
- How MSV adhere to the legislation regarding electrical safety
- How MSV carry out inspections, keep a record of repairs and deliver a prompt repairs service
- Who is responsible for implementing the policy
For further information, please contact: Compliance Team
Fire Safety policy
- How MSV ensures the safety from fire for people living and working in properties owned or managed by MSV
- How MSV adhere to the legislation regarding fire safety.
- Key policy objectives including risk assessments, identifying and rectifying any fire hazards, ensuring all fire safety equipment is serviced and keeping up to date records
- Who is responsible for implementing the policy
For further information, please contact: Compliance Team
Gas Safety policy
- How MSV ensures the safety of people living and working in properties where there are gas-fuelled heating appliances owned or managed by MSV
- How MSV adhere to the legislation regarding gas and heating safety.
- Key policy objectives including, gas safety checks, repairs, up to date records, visual checks, the use of qualified ‘gas safe’ contractors
- Who is responsible for implementing the policy
For further information, please contact: Compliance Team
Water Hygiene Policy
- How MSV ensures the safety from infection from water systems and installations (including legionella bacteria) for people living and working in properties owned or managed by MSV.
- How MSV adhere to the legislation regarding legionella bacteria management.
- Key policy objectives including recruitment, carrying out risk assessments and keeping up to date records
- Who is responsible for implementing the policy
For further information, please contact: Compliance Team
Lift Management Policy
- How MSV ensures the safety from lift failure for people living and working in properties owned or managed by MSV.
- How MSV adhere to the legislation regarding lift management
- Key policy objectives including providing technical support in the event of a lift failure and keeping up to date records of control measures
- Who is responsible for implementing the policy
For further information, please contact: Compliance Team
Rent Arrears Policy
This policy sets out:-
- How MSV will support customers to manage and maximise their income so they have the ability to pay their rent
- MSV's commitment to the prevention of arrears through early action
- MSV's principles in the recovery of current rent arrears
- Who is responsible for implementing the policy
For further information, please contact your Neighbourhood Officer
