Low Cost Home Ownership (LCHO) Satisfaction Measures
April '24 to March '25
Below you will find a quick look at our performance and how did last year.
From April 2024 to March 2025, MSV has been collecting Tenant Satisfaction Surveys. As we manage fewer than 1,000 Low-Cost Home Ownership properties, we are not required to publish the results. However, we feel it is best practice to show the results of the surveys we completed in this area.
Overall Satisfaction
71 Customer Surveys (Low Cost Home Ownership) completed answering the question (not including those who said don't know or not applicable);
"Taking everything into account, how satisfied or dissatisfied are you
with the service provided by MSV Housing?"
36 answered with a positive response - "Fairly Satisfied" or "Very Satisfied"
Maintaining Building Safety
68 Customers surveyed (Low Cost Home Ownership) ;
"Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?"
49 customers replied with a positive response - "Fairly Satisfied" or "Very Satisfied"
Effective handling of Complaints
23 Customer Surveys (Low Cost Home Ownership) completed answering the question;
Have you made a complaint to your landlord in the last 12 months? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling?
3 customers answered with a positive response - "Fairly Satisfied" or "Very Satisfied"
Respectful and Helpful Engagement
62 Customer Surveys (Low Cost Home Ownership) completed answering the question;
"How satisfied or dissatisfied are you that MSV Housing listens to your views and acts upon them?"
26 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"
61 Customer Surveys (Low Cost Home Ownership) completed answering the question;
How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you? This measure will be based on the percentage of tenants who say they are satisfied.
32 customers responded with a positive satisfaction - "Fairly Satisfied" or "Very Satisfied"
64 Customer Surveys completed answering the question;
"To what extent do you agree or disagree with the following: MSV treats me fairly and with respect"
36 customers responded with a Positive response - "Agree" or "Strongly Agree"
Responsible Neighbourhood Management
36 Customer Surveys completed (Low Cost Home Ownership) answering the question;
Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained?
15 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"
53 Customer Surveys completed (Low Cost Home Ownership) answering the question;
How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood? This measure will be based on the percentage of tenants who say they are satisfied.
21 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"
44 Customer Surveys (Low Cost Home Ownership) completed answering the question;
How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour? This measure will be based on the percentage of tenants who say they are satisfied. Not every tenant will have reported a formal anti-social behaviour case to their landlord, but MSV are required to ask this question of everyone being surveyed
17 customers responded positively with ""Very Satisfied"" or "Fairly Satisfied"
