Your voice matters
Your feedback shapes the future of our services and helps make sure our policies are working for you.
Read on to see how your feedback is making a difference, and a few examples of what customers have told us and the actions we've taken in response below. You can also see how MSV is performing by visiting How we are doing.
You Said, We Did from 2025
Scheme Improvement
Residents asked for guests to be allowed in the garden area and requested extra seating.
Picnic benches have been installed, and guests are welcome to sit in the garden area with residents.
Location: Alexander Briant Court, Bolton
Scheme Improvements
Residents wanted more visibility of staff in the area
Neighbourhoods arranged a litter pick in the Deeplish area where we collected a lot of rubbish. We received help from Rochdale BC Environmental team and volunteers
Location: Deeplish, Rochdale
Scheme Improvement
Customers asked for extra plants and a bird feeder in the garden
We purchased a bird feeder and bought plants/flowers for Spring/Summer season
Location: Blackburn with Darwen Foyer
Policy Change
The name of the Hardship Fund is stigmatising
We consulted with customers and rebranded to the MSV Customer Support Fund
Raised by: B Owolabi, Openshaw
Service Improvement
More information needs to be shared when signing up for a new home
We have amended the information sent to new customers at sign-up which includes further details about repairs and useful information to read
Raised by: Customer
Policy Change
We should have a waiting list for car parking bays
We carried out a consultation to gather feedback from all customers. Based on the responses, we have introduced a waiting list for the parking bays, which will be managed by the Neighbourhood Officer
Location: Arrowsmith Court, Bolton
Policy Change
Residents wanted the food service moving out of the tenancy and be a pay as you dine service
We removed food service from part of the tenancy to pay as you dine
Location: Elmswood Park, Moss Side
Service Improvement
Residents have requested visibility of Neighbourhood Officers in the Deeplish area
Neighbourhood Zone 2 now hold a monthly drop-in at Deeplish Community Centre for residents to attend
Location: Deeplish, Rochdale
Policy Change
Residents wanted to be able to access electricity and laundry tokens outside of normal till/office opening times at one of our schemes
We have updated our policy to include a limited purchases of emergency electric tokens and laundry tokens can be purchased from security staff in the evenings and at weekends/bank holidays
Location: Blackburn with Darwen Foyer
Scheme Improvements
You asked for a device to be able to use apps to help with college assignments
We have provided you with a laptop to be able to use and return once finished
Location: Blackburn with Darwen Foyer
Keeping You Informed
Nibbles and Natter sessions are beneficial and would like to see more opportunities to access our senior management
For 2025 we have scheduled 7 locations throughout our areas to come and speak to you, keep an eye out for updates of sessions in your local area
Raised by: Customer
Environmental Initiatives
Environmental issues are a concern in specific neighbourhoods
MSV has developed an Environmental Champions initiative and piloting the scheme in Manchester and Stockport. We also take part in the Great British Spring Clean each year, promoting within our areas
Location: Jean Byers HUB, Stockport
MSV Scrutiny Panel are instrumental in changing the way in which we work. The Panel comprises of our customers who will look at our services and policies and then make recommendations and suggest actions for us to improve the service. For further information about our Scrutiny Panel, or to join us, please click here
Service Improvement
Improve internal communication when dealing with ASB cases.
ASB Officers now attend internal team meetings across Neighbourhoods, we have created focused meetings across departments to discuss cases.
SCRUTINY PANEL
Service Improvement
We need to improve the communication between MSV, the contractor and customer when a repair is being completed by an external contractor
Created a portal which gives customer updates throughout the process
SCRUTINY PANEL
Service Improvement
We need to improve communication of planned works within later living and general need schemes
Attend Nibbles and Natter at schemes and blocks when work is due, sharing updates in scheme newsletters of any upcoming work/delays, attend coffee mornings at schemes prior to any major work starting
SCRUTINY PANEL
To read more You Said, We Did, please click on "see more" below
You asked for guests to be allowed in the garden area and requested extra seating
We have allowed guests to be able to sit in the garden area with the resident - picnic benches have been purchased and will be installed by Spring/Summer.
Residents requested that guests' time be extended
We extended this from 6 pm to 6:45 pm.
You would like guests to be allowed on Sunday nights (currently the only night not allowed)
Sunday night guest rights now included as part of weekend guest rights.
• MSV should allocate each customer with one point of contact at the start of a complaint
We have created a complaints letter which is sent to customers allocating a case handler and giving their name and contact details
• MSV should provide guidance to customers about the difference between a complaint and dissatisfaction and that easy read documents should be available relating to complaints
We have created an easy-read leaflet containing details relating to complaints and dissatisfaction, this is available here; How to make a Complaint.
• MSV should put additional support in place for customers raising complaints with hidden disabilities
We have updated our acknowledgement letters advising customers if they require additional support, or adjustments to support them through the complaints process, to please let us know.
• Questions asked during a tenancy visit should be streamlined across all regular neighbourhood visits.
Our Neighbourhood Team updated the Tenancy Visit, 6 weeks, 9 months and new lodger forms to ensure we are asking the right questions, and we can ensure the data we hold is accurate and up to date.
• You want to be the eyes and ears of your own scheme and communal areas, and that you want to report back about the quality of the work.
We created our Scheme Champions initiative, to enable you to be the eyes and ears on the ground, hold us to account, and challenge us so we can get things right first time.
• You want regular face-to-face access to MSV officers, who can deal with your issues or concerns.
We have set up 4 regular drop-in sessions in Moss Side, Bramhall, Carrbrook and Bredbury. Opening times can be found on the Community Hubs page.
• You would like to see news specific for those tenants in Later Living schemes, with updates on planned works, resident meetings, and social activities.
We have produced a scheme newsletter which will be shared quarterly at each Later Living scheme by your scheme manager.
• Contacting you through the website takes too long for MSV to act
We’ve increased the number of people dealing with enquiries through the website.
• What are you doing about damp and mould?
We take issues with damp and mould extremely seriously. We have a team solely focussed on this issue have have appointed a consultant to specifically deal with damp and mould in customers homes.
• You want faster repair and call answering times
We’ve appointed a new Contact Centre Manager and we are actively recruiting additional staff to help cope with the current demand levels.
• You want to know what is happening
We now advertise on local radio and utilise all MSV community centre notice boards.
• Customers are passionate about their environment.
We are launching Green Champions to work with us and our partners to improve the local environment and offer training to volunteers.
• We need a drop-in centre in Moss Side.
Space Manchester on Great Western Street has opened to MSV customers to drop-by on Mondays from 10 am to 2 pm.
• 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. 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.
• During MSV’s Asset Management Strategy you told us Energy Efficiency is important to you.
We made a commitment in our strategy to improve energy efficiency across all homes helping achieve the GM target to be zero carbon by 2038. We set up a group to achieve this, aiming to reach the Gold standard and we will develop a plan to move to more sustainable fuel sources.
• I don’t know my Neighbourhood Officer or how to get in touch with them.
We agreed every time a Neighbourhood Officer changes, or a new officer starts, we will write to you with ALL their details.
