1332 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;

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

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

921 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? Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?

A positive response = "Fairly Satisfied" or "Very Satisfied"

916 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?

1312 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.

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.

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.

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

1308 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?"

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

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

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

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

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.

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

458 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?

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

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

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

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

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.

1203 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?"

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

1229 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.

Positive satisfaction - "Fairly Satisfied" or "Very Satisfied"

1273 Customer Surveys completed answering the question;

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

Positive satisfaction - "Agree" or "Strongly Agree"

626 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?

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

954 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.

Positive satisfied - "Fairly Satisfied" or "Very Satisifed"

870 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

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)

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)