MSV

Bringing the Service Back to You

You’ll know from updates on the news that lockdown has eased in some areas, whilst extra measures have been introduced in others, such as Greater Manchester. This has made it difficult to fully reinstate all our services, whilst keeping customers and colleagues safe - you will understand that we are taking a cautious ‘Safety First’ approach. Some services have been re-introduced, such as routine repairs, but other services remain closed, such as our Hubs and the Pod. 

The infomation below gives you a full picture of all our services across all areas. This is subject to change as the Government either lift or reintroduce restrictions.  

We will keep customers fully informed as the changes happen.

CONTACTING US

You can use the self service portal to  contact us everyday. To access this log-on to  www.msvhousing.co.uk and either log-in or register.
You can email us at enquiry@msvhousing.co.uk and we’ll respond to every contact during our normal  opening hours. You can call us on 0161 226 4211 every working day between 8:30am and 5:00pm. Our out of hours service is operating as normal for  emergency repairs only outside normal opening hours.
You can report ASB to our out of hours service and the Community Safety Team will contact you the following working day.

REPAIRS

PLEASE NOTE that we continue to follow safety guidelines with measures in place to protect you and our staff when we attend your property to carry out a repair.

Trade operatives will wear face masks and gloves at all  times and will ask that you maintain a social distance whilst they carry out the work. We kindly ask that you follow their requests to keep us all safe. We are phasing non urgent repairs back in but have to work through a backlog that has arisen during lockdown. We will prioritise internal repairs and  emergencies will continue as normal.
We are working on recovery, prioritizing all  appointments deferred prior to lockdown, then moving  onto repairs reported during lockdown. We will call you to make an appointment in due course and again we appreciate your patience.
We are carrying out all external repairs where it is safe to do so.
We are carrying out gas servicing as normal and if you  have an outstanding service we would appreciate you  allowing access. Your safety is important and all visits  to customers homes will take place in accordance with  Covid safe working practices

SERVICES

Gardening, Internal cleaning,  Window Cleaning have all resumed.
Credit adjustments made to accounts  in August 2020 for the period services  ceased during lockdown.
We are carrying out gas servicing as normal and if you  have an outstanding service we would appreciate you  allowing access. Your safety is important and all visits  to customers homes will take place in accordance with  Covid safe working practices

OFFICES & HUBS

All Offices and Hubs are closed until further notice but  we will review this in due course.
Our Neighbourhood Teams are carrying out emergency visits if required. In these cases staff will be equipped with full PPE and will observe social distancing. We’d request that customers also keep their distance during  any home visits. Our teams are available via phone, email or via the website and are always happy to help should you have any queries.

NEW BUILD

We have reopened all construction projects within safety guidelines.

PLANNED WORKS

We are carrying window replacements and roof works and within  safety guidelines. We are not replacing kitchens, bathrooms and heating  systems until it is safe to do so.
We are carrying out external painting and you’ll receive a letter if this  affects you.

NEIGHBOURHOODS

You can report nuisance and ASB to us during our  opening hours. We aren’t doing home visits but in every other way, the service is continuing to be delivered virtually.
You can talk to us about your rent payments during  our opening hours. Including our Customer Support Team who can give advice on money management.
You can talk to us about any tenancy or neighbourhood matter during our opening hours.  We’ll do everything by post, email and telephone. We aren’t doing home visits but in every other way, the  services have continued.
You can tell us if you are terminating your tenancy by phone and email.
There has been an extension  to the ban on evictions.

SUPPORT SERVICES

Our Money Management service is operating as normal by phone.
Our Wellbeing service is operating as  normal by phone. We aren’t doing home  visits but in every other way, the service continues.

COMPLIANCE

Your safety is important to us and we are  carrying out regular checks on fire safety systems, electrical checks, water systems and lifts for example.

SUPPORTED HOUSING –  OLDER PERSONS, FOYERS,  SUPPORTED COMMUNITY  PROJECTS

We are operating all services within the guidelines set for social distancing.
Tenant engagement is operating where it can, remotely. Community Projects have re-commenced on a range of matters like employment, mental  health and exercise within the guidelines set for social distancing or online.

ALL OUR FRONT-LINE STAFF ARE EQUIPPED WITH THE APPROPRIATE PPE AND WILL OBSERVE SOCIAL DISTANCING GUIDELINES WHEN VISITING CUSTOMERS OR WORKING IN THE COMMUNITY

 

 

 

18th August 2020

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