Welcome to your New Home


From the day you pick up your keys MSV is here to help you settle into you new home, providing useful advice on your tenancy and settling into your community.

Once you have settled into your new home, please read the important information in our Customer Welcome Leaflet.  Your Neighbourhood Officer is your point of contact so if there is anything you are unsure about, just get in touch. 

Things to do when you move in:

  • Read MSV's Customer Welcome Leaflet and privacy policies found below.
  • Take gas/electricity meter readings and give readings to your energy suppliers.
  • Register your details with your water supplier and TV Licencing.
  • Organise home contents insurance. The National Housing Federation works in partnership with Thistle Tenant Risks, who provide My Home Contents Insurance. The My Home scheme is designed for tenants and residents living in social housing, offering economical and flexible schemes.
  • Contact your local authority to register for council tax.
  • Inform DWP or your Local Authority if you claim any housing costs for your rent,
  • If you have a gas boiler please book a repair with us to arrange a turn on and test giving at least 24 hours notice.

Access our services on the go:

Register for an online customer account via the My MSV Account

You will be able to:

  • Manage your Rent Account
  • Manage your Tenancy
  • Message Us
  • Report Anti-Social Behaviour
  • Report Complaints
  • Report Compliments
  • Report and View Repairs
  • Update you Personal Details


Some important information to help you settle in

We take health and safety in your home very seriously

Visit the Home safety section of our website for information on

Don’t forget to test your smoke alarms regularly.

We will be in touch to carry out an annual gas check in your property.

As part of the annual gas service, one of our engineers will check the operation of your smoke detectors. They will service detectors and replace any faulty units with 10 year sealed smoke detectors.

It is the tenant’s responsibility to change the batteries in the smoke detectors fitted in your property. Always check the battery regularly, replacing it with necessary, and never remove it for other purposes.

If you do not have a gas supply to your property you will receive a letter from us asking you to make contact to arrange the annual service of your smoke detectors. Please ensure that you make contact.

If you would like more information or would like to book the annual service of your smoke detectors please contact us via the My MSV Account or by emailing Gas.Team@msvhousing.co.uk

We take the wellbeing of our customers very seriously

We move quickly to tackle reported instances of hate crimes, domestic abuse, harassment or antisocial behaviour (ASB).

Antisocial Behaviour

Report any neighbourhood concerns via the My MSV Account or visit our Community Safety page for more information.

Safeguarding children and young people

We take safeguarding very seriously at MSV and have a responsibility to work with agencies to protect people from harm.

Report any concerns relating to the safeguarding and protection of any children, young people or vulnerable adults directly to your Local Authority Safeguarding Team, contacts can be found on our safeguarding page along with our safeguarding policy.

We're here to help you fix it!

We have a few options to help you get back up and running soon.

Quick Fix videos

We've made a series of handy videos to help guide you with a few quick fixes you can do at home

Book a repair

Request or manage your repairs easily via the My MSV Account alternatively, you can also 

• Email enquiry@msvhousing.co.uk
• Call us on 0161 226 4211 between 8.30am and 5.00pm

Please visit the Repairs page on our website to find out what repairs you are responsible for. Contact us before making any major improvements to your home.

Emergency repairs:

For a gas leak call 0800 111 999

• If you have no electricity call 0800 195 4141
• For a water leak call 0845 746 2200
• Call our out of hours repairs line on 0161 226 4211

You can pay your rent in many ways.

Register for a customer account here; My MSV Account, to set up a regular payment. Other payment options are available here.

Your rent is due in advance - we will ask you to pay a small amount a week to get into a month’s credit.

If you are struggling with your rent, please contact your Neighbourhood Officer straight away. 

If you are concerned about money issues our dedicated money management officers can offer a telephone advice service or visit you in your home if necessary. Contact our Customer Support Team on CustomerSupportTeam@msvhousing.co.uk for more information.

You can also find more information on the services we offer in relation to Benefit Advice or Universal Credit here.

We are here to help!

Contact us via My MSV Account, online contact form or by speaking with your local Neighbourhood Officer

You can call us 24 hours a day to report Anti Social Behaviour on 0161 226 4211, (out of hours service from 5pm until 8.30am weekdays and all weekend)

If you need to report an incident or emergency to the Police

  • Call 101 for a non-emergency
  • Call 999 for an emergency e.g. if a crime is taking place or someone is in immediate danger


Our Policies and Strategies

You can read our new home lettable standard here which includes information on how your new home will be:

  • Safe, with services in good working order 
  • Secure 
  • Clean and in a reasonable condition 
  • Complies with legal and safety requirements

You can read our Empty Homes Policy here which includes information on:

  • How MSV delivers its void property service
  • What is classed as an empty home
  • How we will provide an efficient empty home service
  • How we will ensure our homes are safe and of a high standard when we let them

You can read our allocations policy here which includes information on:

  • Who can apply for an MSV Home
  • How you go about applying for a home
  • How we treat applications from vulnerable people
  • Property size and criteria
  • Our approach to pets and children

Neighbourhood Strategy

This strategy will set out:

  • Our commitment to delivering services in our neighbourhoods
  • How we will comply with Consumer Standards
  • Our priorities to help us achieve our vision of creating places where people can flourish

Read the full strategy here 

Or email enquiry@msvhousing.co.uk for further information

At MSV our pledges are entirely focused on People, Place and Performance - doing the right thing by You, the Planet and your Home and Community.   

Our Customer Standards takes these pledges one step further and sets out our commitment to delivering excellent services in the way you expect and is Our Promise to You.

Read our Customer Standards here

Decent Homes Standards

100% of MSV homes comply with the Government's Decent Homes Standards. The full guidance from Government on Decent Homes can be found here.