Customer Voice



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.


  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.

  Environmental issues are a concern in specific neighbourhoods.

MSV has developed an Environmental Champions initiative and piloting the scheme in Manchester and Stockport. We will also be taking part in the Great British Spring Clean in March 2024.

  Nibbles and Natter sessions are beneficial and would like to see more opportunities to access our senior management.

We will be getting out more in 2024 to come and speak to you, keep an eye out for updates of sessions in your local area.


• 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 locally.

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.