Our Key Policies and Procedures

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

Read the full policy

For further information, please contact:

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

Read the full policy

For further information, please contact: Compliance Team

Community Safety Policy

  • 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

Read the full policy

For further information, please contact:

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 the customer information leaflet; Have Your Say here.

For further information, please contact:

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 DampMould@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

Read the full policy

For further information, please contact:

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

Read the full 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

Read the full policy

For further information please contact enquiry@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

Read the full 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

Read the full policy

For further information, please contact: Compliance Team

Hate Crime 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

Read the full policy

For further information, please contact:

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

Read the full policy

For further information, please contact: Compliance Team

New Home Lettable Standard

Our new home lettable standard 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 

Read the full policy

For further information please contact enquiry@msvhousing.co.uk

 

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

Read the full policy 

For further information, please contact your Neighbourhood Officer

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.

Read the full policy 

For further information, please contact enquiry@msvhousing.co.uk

 

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

Read the full policy

For further information, please contact:

Tenant Audit Policy

  • 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

Read the full policy

For further information, please contact

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

Read the full policy

For further information, please contact: Compliance Team