TP01 Tenant overall satisfaction with the service their landlord provides

939 Customer Surveys 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"

TP02 Satisfaction with Repairs

595 Customer Surveys 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"

TP03 Satisfaction with time taken to complete most recent repair

591 Customer Surveys 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?

TP04 Satisfaction that the home is well-maintained

874 Customer Surveys completed 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.

RP01 Homes that do not meet the Decent Homes Standard

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.

RP02 Repairs Completed within Target Timescale Non Emergency

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.

RP02 Repairs Completed within Target Timescale Emergency

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

TP05 Satisfaction that the home is safe

918 Customer Surveys completed answering the question;

"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"

BS01 Gas Safety

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

BS02 Fire Safety

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

BS03 Asbestos

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

BS04 Water Safety Checks

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.

BS05 Lift Safety Checks

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

TP09 Tenant satisfaction with landlord’s complaints handling

317 Customer Surveys 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"

CH01 Number of Complaints Relative to Size of Landlord - Stage 1

This measure is based on the number of Stage 1 complaints we receive for each 1,000 homes we own then extrapolated to an annual figure as the figure would only rise throughout the year i.e. this is half year figure multiplied by 2

CH01 Number of Complaints Relative to Size of Landlord - Stage 2

This measure is based on the number of Stage 2 complaints the landlord receives for each 1,000 homes we own then extrapolated to an annual figure as the figure would only rise throughout the year i.e. this is half year figure multiplied by 2

CH02 Complaints responded to within Complaint Handling Code timescales - Stage 1

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

CH02 Complaints responded to within Complaint Handling Code timescales - Stage 2

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.

TP06 Tenant satisfaction that their landlord listens to their views and takes notice of them

843 Customer Surveys 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"

TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them

439 Customer Surveys 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"

TP08 Tenant satisfaction that MSV treats customers fairly and with respect

895 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"

TP10 Tenant satisfaction with landlord actions to keep communal areas clean and safe

441 Customer Surveys completed 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"

TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods

652 Customer Surveys completed 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"

TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour

582 Customer Surveys 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

NM01 Anti-social behaviour cases relative to the size of the landlord

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. This is then extrapolated to an annual figure i.e. result for half year multiplied by 2

NM01 Anti-social behaviour cases relative to the size of the landlord - Hate Incidents Only

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