301 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?"

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

204 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?

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

205 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?

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

302 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.

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

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. Target for these jobs are 25 days except groundworks and fencing which are 90 days.

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

293 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?"

236 customers replied 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.

102 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?

41 customers answered 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) - Low Cost Rental Accommodation

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

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

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

272 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?"

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

280 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.

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

288 Customer Surveys completed answering the question;

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

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

159 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?

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

235 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.

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

213 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

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

This measure is based on the number of anti-social behaviour (ASB) 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)