Independent · not part of MSV Housing
MSV Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to MSV Housing: the repairs phone number and emergency line, reporting a repair online, and how long MSV has to fix it. MSV’s own target for routine repairs is 21 days.
Other names: Mosscare St Vincent’s, Mosscare St. Vincent’s Housing Group
By Ben Miller, housing disrepair specialistChecked 7 October 2026 · How we checkSource: msvhousing.co.uk
Has MSV Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet MSV’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, MSV’s emergency line is here.
How to report
Reporting a repair to MSV Housing
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If MSV misses its own target, complain. You may also be able to claim.
- Emailenquiry@msvhousing.co.uk
- In personAt MSV community hubs or through your Neighbourhood Officer.
Emergency repairs
When to call MSV straight away
Phone MSV straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday 8.30am to 5pm (closed bank holidays). Out-of-hours emergency repairs on the same number. The number is in MSV’s repair contacts.
- 01Severe roof leaks
- 02Burst pipes
- 03Blocked drains with sewage showing
- 04Loss of water or electricity
- 05Unsafe electrical items
What counts as an emergency, from msvhousing.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell MSV.
Timescales
How long MSV Housing has to fix it
MSV’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | MSV’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursFixed or made safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 21 daysNon-urgent repairs, such as minor joinery and plumbing. | No fixed legal limit unless it’s a hazard |
| Fencing and groundwork | 60 daysNon-urgent fencing and groundwork repairs. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Serious hazards such as damp and mould are investigated within 10 working days, with findings shared within 3 working days; urgent safety work starts within 5 working days and further work is finished within 12 weeks. Emergency hazards are made safe within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from msvhousing.co.uk and MSV’s damp and mould page, checked 7 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 21 days ago? That’s past MSV’s own target. You could claim compensation.
Start your claimYour options
If MSV Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with MSV for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to MSV
This can get MSV to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order MSV to put things right.
How to complain to MSVYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to MSV
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to MSV
Acknowledged within 5 working days, with a full reply aimed for within 10 working days of receiving it.
- Stage 2
Ask for a review
Ask within 12 months; acknowledged within 5 working days, with a full reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order MSV to put things right.
MSV’s record
How MSV Housing performs on repairs
Nov 2025: Upgraded from C2 after the regulator found MSV had improved its understanding of the condition of its homes; it found an effective repairs service with no day-to-day repairs backlog.
of MSV tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about MSV in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 26 November 2025; MSV tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
MSV Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
MSV Housing repairs: questions
What is MSV Housing’s repairs number?
0161 226 4211. Monday to Friday 8.30am to 5pm (closed bank holidays). Out-of-hours emergency repairs on the same number.
What is MSV Housing’s emergency or out of hours repairs number?
0161 226 4211 (Repairs line). Monday to Friday 8.30am to 5pm (closed bank holidays). Out-of-hours emergency repairs on the same number.
Can I report a repair to MSV Housing online?
Yes, at MyMSV Account. Report non-emergency repairs and book an appointment at any time. You need a MyMSV account. Phone for emergencies.
How long does MSV Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 60 days (fencing and groundwork). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for MSV Housing tenants?
Since 27 October 2025, MSV must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. MSV’s own damp and mould commitment: Serious hazards such as damp and mould are investigated within 10 working days, with findings shared within 3 working days; urgent safety work starts within 5 working days and further work is finished within 12 weeks. Emergency hazards are made safe within 24 hours.
How do I complain about a repair to MSV Housing?
Complain to MSV first, online, by email (complaints@msvhousing.co.uk) or by phone on 0161 226 4211. Acknowledged within 5 working days, with a full reply aimed for within 10 working days of receiving it. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from MSV Housing?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with MSV Housing for you. It’s free to check.
Start your claimIs Report Repair part of MSV Housing?
No. Report Repair is independent and not part of MSV Housing or any council or housing association. We show MSV’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What MSV has to fix, by problem
Not MSV?
Other landlords in the North of England
- Home Group repairsHousing association
- Muir Group Housing Association repairsHousing association
- Newcastle City Council repairsCouncil
- North Star Housing Group repairsHousing association
- North Tyneside Council repairsCouncil
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to MSV Housing and still waiting?
About 2 minutes. No documents. Free to check.