MSV

You Said, We Did

We have listened to your feedback and responded by putting actions in place.

If you would like to have YOUR say find out more at http://www.msvhousing.co.uk/tenants/get-involved

You Said           

 In Response We Will...

We'll Deliver By...                                  

Following MSV’s Asset Management Strategy consultation events last year, you said that you only want components like windows, doors, kitchens and heating systems replaced when they need replacing.

We have to plan to replace items and will continue to do so. But we will also check condition before carrying out any replacements to make sure it’s necessary. If we need to bring forward or delay a replacement we’ll do so based on condition.

We will check condition before carrying out replacements from June 2019 onwards.
During MSV’s Asset Management Strategy you told us that Energy Efficiency is important to you. We have made a commitment in our strategy to improve energy efficiency across all homes. We’ve set up a Group within MSV to achieve this, we aim to reach the Gold standard using the SHIFT model and will develop a plan to move to heating systems that use more sustainable fuel sources. Helping to achieve the Greater Manchester target, to be zero carbon by 2038.
You’ve told us when you contact us through the website it takes too long for us to act. As a result of this feedback we’ve increased the number of people dealing with enquiries through the website.

- We increased the number of people dealing with enquiries through the website in March 2019 reducing how long you wait to get a response.

- We’ve changed the way we handle website traffic with effect from July 2019 so you get a call or a reply to every query you’ve raised. This is so you know what’s going on and who at MSV is handling your query.

 

In our Customer Satisfaction Survey you said it takes too long for MSV to get repairs done. Reduce the average time it takes to complete a repair from the moment it’s logged in the system to the date you complete the door step satisfaction survey.

- In The last 3 months 100% of our emergency repairs were completed in 24 hours.

- We will reduce the time it takes to complete appointed and batched repairs by March 2020.

- We will inform you of repairs we categorise as emergencies and repairs we will fix by appointment by August 2019.

- We will inform you what repairs we complete as a batch by September 2019.

We are completing a full review of our repairs service with customer experience at the heart of it.

 In our Customer Satisfaction Survey you said MSV turn up at your door to measure up when you expect us to complete a repair. We will inform you when someone will come to ‘measure up’ at the time you tell us about the repair. We will increase satisfaction with our repairs service to 85% and reduce complaints by March 2021. (Satisfaction in January 2019 was 83%).
In our Customer Satisfaction Survey you said when MSV have to order follow on work it doesn’t always happen. We will order follow on work while we are at your home. We will increase satisfaction with our repairs service to 85% and reduce complaints by March 2021. (Satisfaction in January was 83%).
In our Customer Satisfaction Survey you said it takes too long to get through to MSV by telephone. Reduce the average time you wait in the queue before your call is answered. Since the beginning of 2019 we have reduced how long it takes you to talk to someone direct. It’s gone down from nearly 4 minutes on average to just over 1 minute. In June it took 48 seconds on average before you could actually talk to someone.
In our Customer Satisfaction Survey you said we don’t call you back when we say we will. We will record every time we are told we haven’t called you back.
We will publish on our website the number of times you tell us you don’t get a call back and you’ll see it reduce from now until March 2020.
 
Our first Mystery Shopping exercise will test our Customer Service Standards and provide a base from which to improve.
In our Customer Satisfaction Survey you said we don’t do what we say we are going to do, when we are going to do it. We will record every time we are told we haven’t done what we said we would.

We will publish on our website the number of times you tell us that we don’t do what we say we will and you’ll see it reduce from now until March 2020.

Our first Mystery Shopping excercise will test our Customer Service Standards and provide a base from which to improve.

In our Customer Satisfaction Survey you said services you pay extra for like gardening, window cleaning and communal cleaning don’t get done by MSV as regularly as they should or to the standard you expect.  Review and change our contracts for services over the next two years, starting with gardening, window cleaning and communal cleaning. We will review the standards we set with Customers and include in our contracts a monitoring regime which listens to your feedback.

We will increase overall satisfaction with  services to 90%,  provided through additional charges, and reduce complaints by March 2021.

We are completing a full review of service charges and associated contracts by April 2020.

We've started a reconciliation between where we make charges for landscaping, window cleaning and common cleaning against visits to make sure everyone paying for a service gets it.

In our Customer Satisfaction Survey you said youths gather around where you live and cause nuisance. Establish neighbourhood plans for every area to address this concern, in particular with our partners such as Youth Services and Community groups. We will undertake specific initiatives in areas to address this issue and publish what we do on our website.  Examples include the work we've done before and after Manchester Caribbean Carnival.
In our Customer Satisfaction Survey you said there’s more drug related anti-social behaviour in your neighbourhood. Establish neighbourhood plans for every area addressing this concern, in particular with our partners like the local Council and the Police. We will undertake specific initiatives in areas to address this issue and publish what we do on our website.  Examples include the work we've done before and after Manchester Caribbean Carnival.
In our Customer Satisfaction Survey you said rubbish, fly tipping and dog mess are problems in your neighbourhood. Establish neighbourhood plans for every area addressing this concern in particular with the local Council. We will undertake specific initiatives in areas to address this issue and publish what we do on our website. Examples include a partnership initiative in Longsight clearing fly tipping in alleyways and a quarterley walkabout in Moss Side to identify ad deal with environmental matters.
In our Customer Satisfaction Survey you said off road bikes make your green spaces unsafe. Establish neighbourhood plans for every area addressing this concern in particular with our partners like the local Council, the Police and Community groups. We will undertake specific initiatives in areas to address this issue and publish what we do on our website.  Examples include: football coaching sessions in Bredbury, giving young people constructive, alternative activities; partnership 'off road bikes' operation with GMP at Bredubury Green in April; GMP temporary 'listening post' for residents in May; GMP follow up 'off road bike' surveillance operation in May.
In our Customer Satisfaction Survey you said the loss of the Handyperson Service has had a negative impact. As part of our Repairs Review we have looked again at this service. As part of our Repairs Review we have decided to bring in a new Handyperson Service.  We have consulted our 'Tenant's Voice' and are planning a wider customer consultation before introducing a new service.

 

 

 

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