Report a Repair


Repairs is an important part of the service we offer customers. Below we provide information on which repairs we will carry out to your home, which repairs customers need to do themselves, and how you can go about reporting a repair.

In addition to our repairs service and safety checks, we undertake an ongoing programme of home improvements.

Our Repair Service

Customers can report repairs to MSV either online or by phone, depending on the urgency of the repair.

We aim to offer you a range of appointment slots where possible to include:

  • First call: 8.00am - 9.30am
  • AM: 8.00am - 12.30pm
  • PM: 12 noon - 4.30pm
  • All-day: Occasionally the job booked requires full-day access

You can report non-emergency repairs and book an appointment slot that is convenient for you on our self-service portal; MyMSV Account at any time of day or night (even at the weekends) and on any device.

You can also fill in the online contact form here.

Call 0161 226 4211 and speak to a member of the Customer Contact Team (Monday to Friday from 8.30 am to 5 pm, closed bank holidays)

We operate an out-of-hours service for emergency repairs on the same number.

Call in to our Hubs to report a repair or speak to your Neighbourhood Officer.

1. Your Neighbourhood Officer

2. Hub opening times:

Read more on at Community Hubs

Emergency repairs

Emergency repairs should be reported by phone on 0161 226 4211 and will be resolved or made safe within 24 hours. We define any repair that requires immediate attention and is classed as a risk to property or raises a health and safety issue, e.g. loss of water or electrical or unsafe electrical items.

Examples of emergencies include:

  • Severe roof leaks
  • Burst pipes
  • Blocked drains with sewage exposed

If you have a gas leak, do not switch on or off any electrical appliances and call National Grid immediately on 0800 111 999 or via textphone (minicom) on 0800 371 787.

For more information on repairs, please see below.

Routine repairs

Routine repairs  (non - urgent repairs, for example minor joinery repairs and plumbing repairs) will be completed within 25 days*

Non urgent fencing and groundwork repairs will be completed within 90 days

*Please note on occasion some non urgent repairs, generally external works such as gutter clearance, will be grouped together and completed as part of a cyclical programme

Responsibility for Repairs

If you have a communal area make sure you report repairs there too. These might include broken lights or blocked drains. You can report these in the same way as a normal repair.

Our customers are responsible for certain repairs, such as replacement keys or batteries for smoke alarms. For information about who is responsible for what repairs, please read our Handy Guide to Customer Responsibility Repairs leaflet.


All contractors and staff representing us, carry identification. Do not let anyone into your home unless you are happy they have shown appropriate identification. If in doubt please contact the office on 0161 226 4211.


There will be times when you will be expected to pay for repairs that you have asked us to carry out on your behalf. 

Home Safety

For important safety advice on Asbestos, Fire Safety, Smoke Detectors, Damp, Gas Safety and Servicing, please take a look at our Health and Safety at Home page.

Quick Fix videos

There are a number of quick fixes you can do at home, we've made a series of handy videos to help guide you.

Take a look at our Quick Fix videos

Our Replacement/Repairs Programme

Capital Investment is work that MSV plans for in advance. Our planned replacement / repairs programme includes replacing internal and external components of our properties and communal areas. Find out more at Our programme for 2023

Prepare your home for winter

Find useful information on preparing your home for winter, and what to do if your pipes freeze in our leaflet 

Our Policies and Strategies

You can read our full Repairs Policy here and our Asset Management Strategy here

Our Code of Conduct - Standards of Practice and Behaviour

Keeping our customers’ safe and delivering a high quality service is at the heart of what we do at MSV. Our repairs operatives and sub-contractors are skilled and trained to deliver work of an excellent quality in a professional way. All work needs to follow our Code of Conduct and we will measure the service by these standards.

You can read our Code of Conduct here

Do you have an emergency?

Report Emergency Repairs on 0161 226 4211.

Our out-of-hours team operates for emergency repairs when the office is closed.

We will resolve or make safe within 24 hours

We set out which repairs MSV will carry out and which you will need to do yourself. 

If we are unable to carry out a repair to your home and you are unhappy with our decision you can get in touch to discuss this further by calling 0161 226 4211 or emailing

If you are not satisfied with the outcome of your initial contact or we are unable to resolve any concerns or complaints at the first point of contact and to your satisfaction, we will log a formal complaint. Find out more at: Make a Complaint