Adaptations Policy
- To ensure that the needs of residents are prioritised and met accordingly subject to available funding
- Sets out the criteria by which the association will assess all requests for adaptation work and identify limitations to the service
- How we will maximise all local authority grants, MSV’s own funding and other available resources for adaptations
- How we will comply with legal and statutory requirements in relation to the provision of adaptations
For further information, please contact: enquiry@msvhousing.co.uk
Allocations Policy
- 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
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
Anti-Social Behaviour (ASB) Policy
- Our definition of Anti-Social Behaviour
- How MSV will respond to reports of anti-social behaviour
- Who is responsible for Anti -Social Behaviour at MSV
- How MSV will monitor, evaluate and record reports of anti-social behaviour
- To find out how to report anti-social behaviour concerns click here
For further information, please contact: Anti-Social Behaviour team
Building Safety Policy
- How MSV ensures the safety of people living and working in properties owned or managed by MSV
- Key policy objectives, control measures and accountabilities for ensuring the safety under all regulatory and statutory standards associated with property compliance
- Address how MSV will manage building safety responsibilities along with new fire safety requirements
- Who is responsible for implementing the policy.
For further information, please contact: Compliance Team
Compensation Policy
- MSV’s approach to awarding financial compensation to customers who have suffered some form of loss, inconvenience, or distress because of actions or inaction by us or where we have failed to follow our published policies.
- Conditions for claim and award
- Qualifying Circumstances for compensation payments
For further information, please contact enquiry@msvhousing.co.uk
Complaints Policy
- 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
Read the full policy and or find out more here.
For further information, please contact: Customer Contact Team
Damp and Mould Policy
This policy establishes MSV’s approach to effectively managing damp and mould.
When applying this policy we will:
- Comply with legislative, regulatory and contractual obligations
- Treat residents with empathy and respect whilst providing practical and accessible support and advice.
- Make reasonable adjustments for vulnerable residents.
- Resolve in a timely and effective way
Read the full policy and our Damp Strategy.
For more details head to the Damp, Mould and condensation page on the website or contact enquiry@msvhousing.co.uk
Data Protection Policy
This Policy sets out how MSV Housing will meet UK General Data Protection Regulations (UK GDPR) and regulations under the Data Protection Act (2018). This includes:
- How we will process your data and for how long
- Your rights
- Information about how we will share data in certain circumstances
For further information, please contact: enquiry@msvhousing.co.uk
Decant Policy
- The circumstances under which decanting (moving) a customer into temporary or permanent accommodation is necessary
- How we will consult with customers about a decant
- Details about insurance and disturbance payments
- Who is responsible for implementing the policy
For more information please contact enquiry@msvhousing.co.uk
Domestic Abuse Policy
- 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: Anti - Social Behaviour 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
Empty Homes Policy
- How MSV delivers its void property service to all MSV owned and managed homes
- What is classed as an empty home
- How we will provide an efficient empty home service
- How we will ensure our homes are safe and of a high standard when we let to new customers
For further information please contact enquiry@msvhousing.co.uk
Financial Inclusion and Wellbeing Policy
- Outlines MSV’s commitment to tackling poverty and promoting financial inclusion
- How we will ensure that customers on low incomes or affected by the cost of living, are given the appropriate advice and support to maintain their tenancy.
- How we will support customers through periods of financial or emotional strain through our wellbeing service
For further information please contact IFR@msvhousing.co.uk
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
Hate Behaviour Policy
- 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: Anti - Social Behaviour Team
Hoarding and Clutter Policy
- Establishes a framework for identifying and addressing hoarding situations within our customers' properties
- How we will promote the health and safety, and wellbeing of MSV customers and the surrounding community
- How we will offer support to customers struggling with hoarding disorder
- How we will protect MSV properties from damage
For further information please contact WellbeingandTenancySustainment@msvhousing.co.uk
Lifting Equipment 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
Managing Unacceptable Customer Behaviour Policy
This policy applies to all customers engaging with the organisation, including but not limited to:
• Tenants and leaseholders
• Applicants for housing or services
• Representatives acting on behalf of customers
• Members of the public contacting the organisation
It applies to all forms of communication, including in-person interactions, phone calls, emails, social media, and written correspondence.
For more information, please contact enquiry@msvhousing.co.uk
Mutual Exchange Policy
- The purpose of Mutual Exchange at MSV, to give customers an opportunity to move homes if their needs change
- Customer circumstances
- Verification checks
- Tenancy Sustainment Checks
For more information please contact enquiry@msvhousing.co.uk
Pet Policy
- How MSV recognise the benefits to pet owners in providing security and companionship, whilst ensuring the animals are kept safely and responsibly
- How we will consider any health and safety issues that may arise, and ensure that nuisance is not caused to other residents
- How we will consider applications to keep a pet
- Circumstances in which MSV will not give permission for a pet, or withdraw permission
Safeguarding Policy
- 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
Repairs Policy
To ensure that MSV provides all customers/residents/tenants with a prompt, efficient, flexible and value for money 24 hour responsive repairs and maintenance service, that is clearly understood and implemented.
For further information, please contact enquiry@msvhousing.co.uk
Shareholders Policy
This policy explains the role of our Shareholders and sets out the basis of their admittance and their involvement in MSV.
Read the full policy
Find more information on the role of MSV Shareholders and how to apply.
Rent Arrears Policy
- 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
Standard of new homes from MSV
Our new standard of homes from MSV includes information on how your new home will be:
- Safe, with services in good working order
- Secure
- Clean and in a reasonable condition
- Complies with legal and safety requirements
For further information please contact enquiry@msvhousing.co.uk
Termination Policy
- To ensure tenancies are ended legally and in line with best practice to enable prompt action on void inspection, arrears and allocation
- To provide customers with the relevant information so that they can end their tenancy in line with the requirements of the tenancy agreement
- To bring tenancies to an end as quickly as possible to allow void repairs to be carried out and the property to be relet as soon as possible
For more information please contact Lettings.team@msvhousing.co.uk
Vulnerability Marker
MSV housing management system Orchard (MRI) has the functionality to mark a tenant as vulnerable. The marker alerts staff to check what action needs to be taken when delivering services.
Please note:
- Vulnerable residents for MSV, and for the purpose of this policy, are individuals who may require tailored services due to their age, health, disabilities, or other factors that could be time limited such as end-of-life care, and rehabilitation after hospital stay
- This policy does not replace any existing safeguarding policies for vulnerable tenants
- The policy requires customer consent to allow MSV to place a vulnerability marker on their records
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
