How we are doing April 2023 to March 2024


Tenant Satisfaction Measures - April '23 to March '24

Below you will find a quick look at our performance and how we are doing.

Please note that these figures may be subject to minor adjustments. We'll publish the final Tenant Satisfaction Measures on 1st May, 2024.

You can also visit the You Said, We Did page to find out how we have acted on your feedback or read a summary of our performance in the latest edition of our customer newsletter; The Voice.

Summary of Approach to Surveys

Since 1st April 2023, MSV has been collecting Tenant Satisfaction Surveys. As we manage fewer than 1,000 Low-Cost Home Ownership properties, our reporting focuses solely on Low-Cost Rental Accommodation.

The following information and results are based on this category of tenants. See the Summary of Approach 

See the full Customer Satisfaction Survey questions here.

How each £1 of rent money is spent

We're committed to making sure that every pound we spend as a business counts!
Click on the image to see the areas where each pound of rent money is spent. 





Overall

Overall and Repairs

Satisfied With The Service Provided
Target: 77%
Actual: 68.7%
Negative

1676 Customer Surveys (Low Cost Rental Accommodation) completed answering the question (not including those who said don't know or not applicable);

"Taking everything into account, how satisfied or dissatisfied are you
with the service provided by MSV Housing?"

1151 answered with a positive response - "Fairly Satisfied" or "Very Satisfied"

Satisfied With The Repairs Service
Target: 75%
Actual: 70.4%
Negative

1148 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?

808 Customer surveys had a positive response = "Fairly Satisfied" or "Very Satisfied"

Satisfied With Time Taken To Complete The Repair
Target: 74.1%
Actual: 62.7%
Negative

1142 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

716 Customer surveys had a positive response = "Fairly Satisfied" or "Very Satisfied"

Satisfied MSV Provides A Home That Is Well Maintained
Target: 82%
Actual: 71.6%
Negative

1651 Customer Surveys completed (Low Cost Rental Accommodation) answering the question;

How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained? This measure will be based on the percentage of tenants who say they are satisfied.

1182 Customer surveys had a positive response = "Fairly Satisfied" or "Very Satisfied"

Homes That Do Not Meet The Decent Homes Standard
Target: 0%
Actual: 0.05%
Neutral

This measure is based on the percentage of a landlord’s homes that do not meet the Decent Homes Standard. This is a government document describing conditions that social homes should meet.

Repairs Completed Within Target Time Non Emergency
Target: 95%
Actual: 59.05%
Negative

This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. As part of this measure, landlords will have to make these target times public.

Repairs Completed Within Target Time Emergency
Target: 100%
Actual: 99.89%
Neutral

This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. The target time for these is 24 hours

Building Safety

Maintaining Building Safety

Satisfied MSV Provides A Home That Is Safe
Target: 85%
Actual: 79.0%
Neutral

1644 Customers surveyed (Low Cost Rental Accommodation) ;
"Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?"

1299 customers replied with a positive response - "Fairly Satisfied" or "Very Satisfied"

Gas Safety Checks
Target: 100%
Actual: 99.95%
Negative

This measure is based on the percentage of homes that have had all the necessary gas safety checks.

Fire Safety Checks
Target: 100%
Actual: 99.76%
Neutral

This measure is based on the percentage of homes in buildings that have had all the necessary fire risk assessments.

Water Safety Checks
Target: 100%
Actual: 100%
Positive

This measure is based on the percentage of homes that have had all the necessary legionella risk assessments. Legionella is a bacteria that can make people ill if it gets into water supplies.

Asbestos Safety Checks
Target: 100%
Actual: 100%
Positive

This measure is based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections.

Lift Safety Checks
Target: 100%
Actual: 100%
Positive

This measure is based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks.

Effective Complaints

Effective handling of Complaints

Satisfied With Landlord's Complaints Handling
Target: 50%
Actual: 35.8%
Negative

565 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

Have you made a complaint to your landlord in the last 12 months? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling?

202 customers answered with a positive response - "Fairly Satisfied" or "Very Satisfied"

Stage 1 Complaints Relative To Size Of Landlord Per 1000 Homes
31.5

This measure is based on the number of Stage 1 complaints we receive for each 1,000 homes we own (annualised) - Low Cost Rental Accommodation

Stage 2 Complaints Relative To Size Of Landlord Per 1000 Homes
4.14

This measure is based on the number of Stage 2 complaints the landlord receives for each 1,000 homes we own (annualised) - Low Cost Rental Accommodation

Stage 1 Complaints Responded To Within Complaint Handling Code Timescales
Target: 100%
Actual: 64.86%
Negative

This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 10 working days from receiving complaint and for - Low Cost Rental Accommodation

Stage 2 Complaints Responded To Within Complaint Handling Code Timescales
Target: 100%
Actual: 76.47%

This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 20 working days from escalation date and for Low Cost Rental Accommodation

Respectful

Respectful and Helpful Engagement

Satisfied MSV Listens To Views And Takes Notice Of Them
Target: 70%
Actual: 60.5%
Negative

1514 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

"How satisfied or dissatisfied are you that MSV Housing listens to your views and acts upon them?"

916 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"

Satisfied MSV Keeps Customers Informed About Things That Matter To Them
Target: 74.9%
Actual: 73.2%
Negative

1542 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you? This measure will be based on the percentage of tenants who say they are satisfied.

1128 customers responded with a positive satisfaction - "Fairly Satisfied" or "Very Satisfied"

Agree MSV Treats Customers Fairly And With Respect
Target: 70%
Actual: 77.6%
Positive

1599 Customer Surveys completed answering the question;


"To what extent do you agree or disagree with the following: MSV treats me fairly and with respect"

1240 customers responded with a Positive response - "Agree" or "Strongly Agree"

Neighbourhood Management

Responsible Neighbourhood Management

Satisfied That Communcal Areas Are Clean And Safe
Target: 75%
Actual: 63.2%
Negative

798 Customer Surveys completed (Low Cost Rental Accommodation) answering the question;

Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained?

504 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"

Satisfied MSV Makes A Positive Contribution To Neighbourhoods
Target: 72.9%
Actual: 67.0%
Negative

1193 Customer Surveys completed (Low Cost Rental Accommodation) answering the question;

How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood? This measure will be based on the percentage of tenants who say they are satisfied.

799 customers responded with a positive response - "Fairly Satisfied" or "Very Satisifed"

Satisfied With MSV's Approach To Handling Anti Social Behaviour
Target: 68.4%
Actual: 71.8%
Positive

1089 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour? This measure will be based on the percentage of tenants who say they are satisfied. Not every tenant will have reported a formal anti-social behaviour case to their landlord, but MSV are required to ask this question of everyone being surveyed

782 customers responded positively with ""Very Satisfied"" or "Fairly Satisfied"

Anti Social Behaviour Relative To The Size Of Landlord Per 1000 Homes
60.83

This measure is based on the number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents (annualised)

Hate Crime Incidents Anti Social Behaviour Cases Relative To The Size Of Landlord Per 1000 Homes
2.19

This measure will be based on the number of anti-social behaviour cases (hate incidents only) opened for each 1,000 homes the landlord owns (annualised)