Tenant Satisfaction Measures
Summary of Approach to Surveys
From 1st April 2023 MSV started collecting the Tenant Satisfaction Surveys. Because we have less than 1000 Low Cost Home Ownership properties, we are required to report on Low Cost Rental Accommodation only - the following approach and results are based on these.
We achieved a sample size* of 1,676 responses (these do not include any responses that answered 'don't know' or 'not applicable' to the first question) - for an organisation of MSV's size a minimum suggested response would be around 600 responses - we have far exceeded the minimum. The results were collected across the year (from 1 April 2023 to 31 March 2024) with an average of 148 surveys per month taken from random sampling.
We have used the services of IFF Research to collect the surveys - a partner member of the Market Research Society (MRS) who adhere to their code of conduct at all times. By using a trusted third party to conduct the telephone surveys has meant that survey results are totally independent and MSV have had have no influence over the results. We also give our customers the option of being anonymous and in these cases only the results and comments are fed back. This has provided a much higher degree of transparency. The survey results clearly reflect how our customers feel about the services they receive and gives us real information to inform our improvement plans.
* A sample size is the number of responses included within the survey.
Tenant Satisfaction Measures - April '23 to March '24
Here is a quick look at our performance and how we are doing. We will update you with our performance in each newsletter and on our website.
You can also visit the You Said, We did page to find out how we have acted on your feedback.
Overall and Repairs
1676 Customer Surveys (Low Cost Rental Accommodation) 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?"
1151 answered with a positive response - "Fairly Satisfied" or "Very Satisfied"
1148 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;
Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?
808 Customer surveys had a positive response = "Fairly Satisfied" or "Very Satisfied"
1142 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;
Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
808 Customer surveys had a positive response = "Fairly Satisfied" or "Very Satisfied"
1651 Customer Surveys completed (Low Cost Rental Accommodation) answering the question;
How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained? This measure will be based on the percentage of tenants who say they are satisfied.
1182 Customer surveys had a positive response = "Fairly Satisfied" or "Very Satisfied"
This measure is based on the percentage of a landlord’s homes that do not meet the Decent Homes Standard. This is a government document describing conditions that social homes should meet.
This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. As part of this measure, landlords will have to make these target times public.
This measure is based on the percentage of repairs the landlord has done within the target time they have set for themselves. The target time for these is 24 hours
Maintaining Building Safety
1644 Customers surveyed (Low Cost Rental Accommodation) ;
"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?"
1299 customers replied with a positive response - "Fairly Satisfied" or "Very Satisfied"
This measure is based on the percentage of homes that have had all the necessary gas safety checks.
This measure is based on the percentage of homes in buildings that have had all the necessary fire risk assessments.
This measure is based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections.
This measure is based on the percentage of homes that have had all the necessary legionella risk assessments. Legionella is a bacteria that can make people ill if it gets into water supplies.
This measure is based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks.
Effective handling of Complaints
565 Customer Surveys (Low Cost Rental Accommodation) 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?
202 customers answered with a positive response - "Fairly Satisfied" or "Very Satisfied"
This measure is based on the number of Stage 1 complaints we receive for each 1,000 homes we own (annualised)
This measure is based on the number of Stage 2 complaints the landlord receives for each 1,000 homes we own (annualised)
This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 10 working days from receiving complaint
This measure is based on the percentage of complaints we respond to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code. This is 20 working days from escalation date.
Respectful and Helpful Engagement
1514 Customer Surveys (Low Cost Rental Accommodation) completed answering the question;
"How satisfied or dissatisfied are you that MSV Housing listens to your views and acts upon them?"
916 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"
1542 Customer Surveys (Low Cost Rental Accommodation) 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.
1128 customers responded with a positive satisfaction - "Fairly Satisfied" or "Very Satisfied"
1273 Customer Surveys completed answering the question;
"To what extent do you agree or disagree with the following: MSV treats me fairly and with respect"
Positive satisfaction - "Agree" or "Strongly Agree"
Responsible Neighbourhood Management
798 Customer Surveys completed (Low Cost Rental Accommodation) 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?
504 customers responded with a positive response - "Fairly Satisfied" or "Very Satisfied"
1193 Customer Surveys completed (Low Cost Rental Accommodation) 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.
799 customers responded with a positive satisfied - "Fairly Satisfied" or "Very Satisifed"
1089 Customer Surveys (Low Cost Rental Accommodation) 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
782 customers responded positively with ""Very Satisfied"" or "Fairly Satisfied"
This measure is based on the number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents (annualised)
This measure will be based on the number of anti-social behaviour cases (hate incidents only) opened for each 1,000 homes the landlord owns (annualised)
