Metropolitan Thames Valley Housing (MTV) (202221934)
The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This report also examines the landlord’s record keeping.
Source · Ombudsman casework
Housing Ombudsman Decisions
18,103 total decisions
13,253 maladministration found
2,407 no maladministration
167 severe cases
Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
Decisions
Notting Hill Genesis (NHG) (201909344)
The complaint is about: The landlord’s handling of the replacement of windows at the resident’s property. The landlord’s handling of the resident’s reports of ceiling mould following a roof leak. The associated complaint.
Notting Hill Genesis (NHG) (202122004)
REPORT COMPLAINT 202122004 Notting Hill Genesis 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
Octavia Housing (202108938)
The complaint is about: The landlord’s handling of leaks into the resident’s property from the flat above. The landlord’s handling of the resident’s reports of faults with the kitchen sink and space for the cooker. This service has also considered complaint handling in this investigation.
Optivo (now Southern Housing) (202111410)
The complaint is about: The landlord’s response to the resident’s request for repairs to the front door, wall, and window damaged following forced entry by the police. The associated complaint. The landlord’s record keeping.
Paragon Asra Housing Limited (202116338)
The complaint is about: The landlord’s decision not to reimburse the resident for a replacement appliance. The landlord’s management of wet room floor repairs. The landlord’s management of roofing repairs. The landlord’s handling of the resident’s complaint.
Peabody Trust (202202042)
The complaint is about the landlord’s response to the resident’s reports concerning antisocial behaviour (ASB) and racial harassment.
Sanctuary Housing Association (201914678)
The complaint is about the landlord’s handling of: The resident’s reports of a rat infestation in the property. The resident’s complaint.
Southern Housing (201911202)
The complaint is about the landlord’s response to: The resident’s concerns about parking. A property transfer request. This Service has also considered the landlord’s complaint handling approaches.
Southern Housing Group Limited (202127930)
This complaint is about the landlord’s response to the resident’s reports of: Damage, damp and mould to his living room walls and ceiling following a flood from the flat above in October 2021. Drainage issues to the rear of his property. This complaint is also about: The landlord’s handling of …
South Kesteven District Council (202204441)
REPORT COMPLAINT 202204441 South Kesteven District Council 31 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
Southwark Council (202120719)
The complaint is about the landlord’s handling of the resident’s reports of leaks, roof issues and subsequent damage.
Torus62 Limited (202231139)
The complaint is about the landlord’s decision to allow the resident’s neighbour to run a business from their property. The resident has also raised concerns about the name of the business and associated signage used.
Wandle Housing Association Limited (202124143)
The complaint is about the landlord’s handling of: repair issues since the beginning of the tenancy, and the associated complaint.
Wandsworth Council (202105230)
The complaint is about the landlord’s: response to the resident’s reports of ongoing leaks from the roof and handling of roof repairs. management and handling of the resident’s complaint.
Royal Borough of Kensington and Chelsea (202219520)
The complaint is about the landlord’s handling of the remedial repairs in the resident’s property following a leak.
Hammersmith and Fulham Council (202207308)
The complaint is about the landlord’s: response to the resident’s reports about repairs to his: balcony; front door; complaints handling.
Places for People Group Limited (202216070)
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB).
Camden Council (202216147)
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) and noise nuisance. The Ombudsman has also considered the landlord’s complaint handing and record keeping.
Colchester Borough Council (202122725)
The complaint is about: The landlord’s handling of the resident’s concerns about the condition of her new home. The landlord’s handling of the resident’s concerns about pests in the property.
Lambeth Council (202223841)
The complaint is about the landlord’s handling of: Repairs to the bathroom. An infestation of ants. The Ombudsman has also considered the landlord’s complaint handling.
Leeds City Council (202207559)
The complaint is about the landlord’s: Response to repairs required at the property. Communication with the resident. Record keeping. Complaint handling.
Optivo (now Southern Housing) (202125917)
The complaint is about: The landlord’s handling of the resident’s concerns about CCTV in a communal area. This Service has also considered the landlord’s complaint handling approaches.
Platform Housing Group Limited (202214775)
The complaint is about: The landlord’s handling of the resident’s request for a managed move. The landlord’s handling of the resident’s reports of ongoing damp and mould.
Southern Housing (202107977)
The complaint is about the landlord’s handling of: Repairs to the property and upgrades at the property. This Service has also considered the landlord’s complaint handling.
Southern Housing Group Limited (202116592)
The complaint is about the landlord’s handling of repairs at the property. This Service has also considered the landlord’s complaint handling approaches.
Southern Housing Group Limited (202217424)
The complaint is about the landlord’s handling of: Water leaks from the upstairs flat and the subsequent repairs. The resident’s complaint.
The Guinness Partnership Limited (202119405)
The complaint is about: The landlord’s handling of the resident’s report regarding a section 20 notice for upgrades to the apartment building and the reported impact on the sale of the property. The landlord’s complaint handling.
The Guinness Partnership Limited (202215055)
The complaint is about the landlord’s handling of the resident’s Right to Acquire (RTA) application. The Ombudsman has also considered the landlord’s complaint handling.
Clarion Housing Association Limited (202125443)
The complaint is about how the landlord responded to the resident’s reports of issues with her toilet cistern. The Ombudsman has also considered the landlord’s complaint handling in this case.
Clarion Housing Association Limited (202207792)
The complaint is about the landlord’s handling of the resident’s request for communal lighting credits, and the associated complaint handling.
Hackney Council (202204992)
The complaint is about: The conduct of the landlord’s operatives and missed appointments. The landlord’s handling of reports of repairs at the property. The Ombudsman has also considered the landlord's complaint handling.
Hackney Council (202205379)
The complaint is about the landlord’s handling of the resident’s request for repairs to a toilet seat.
Hackney Council (202216179)
The complaint is about the landlord’s handling of repairs to the resident’s toilet.
Lambeth Council (202102917)
The complaint is about the landlord’s: Record keeping. Handling of responsive repairs to the resident’s bathroom. Complaint handling.
LiveWest Homes Limited (202215464)
The resident has complained about the landlord’s position that the adapted fitted gas hob and built-in oven in her property are her responsibility to repair and, when needed, to replace.
London Borough of Croydon (202204778)
This complaint is about the landlord’s response to the resident’s: report regarding noise nuisance from a neighbouring property. request to be transferred to another property. associated complaint.
Notting Hill Genesis (NHG) (202218016)
The complaint is about: The resident’s reports of the condition of the property and repairs required to the property. The landlord’s complaint handling and the resident’s request for compensation.
Platform Housing Group Limited (202121416)
The complaint is about: The landlord’s response to the resident’s reports about damp in the resident’s garage The landlord’s response to the resident’s reports about hedge cutting and the associated service charge. The landlord’s handling of the resident’s complaint.
Swan Housing Association Limited (202207036)
The complaint is about the landlord’s handling of adaptation works to the rear of the property. The Ombudsman has also considered the landlord’s complaint handling.
Tower Hamlets Homes (202217568)
The complaint relates to: The landlord’s handling of a leak from a neighbouring property and the resulting damp and mould. The landlord’s handling of the complaint including the request for compensation.
Curo Places Limited (202212813)
The complaint is about the resident’s report of the landlord removing and disposing of his personal belongings. The Ombudsman has also considered the landlord’s complaint handling.
Hammersmith and Fulham Council (202221764)
The complaint is about: The level of compensation offered by the landlord for the time taken to repair the windows in the property. The landlord’s complaint handling.
Manchester City Council (202213862)
The complaint is about: The landlord’s handling of works to replace the resident’s chimney and fireplace. The landlord’s complaint handling.
Metropolitan Thames Valley Housing (MTV) (202110059)
The complaint is about: The landlord’s delivery of communal services including window cleaning and grounds maintenance services charged for through service charges. The landlord’s handling of the resident’s queries concerning her service charges. The landlord’s handling of the resident’s queries concerning the level of her service charges. Complaint handling and …
Orbit Group Limited (202119712)
The complaint is about the landlord’s management and handling of: reports of a pigeon infestation. fly tipping on the estate. the standard of cleaning and maintenance on the estate. the resident’s complaints.
Havering Council (202112338)
The complaint is about: The landlord’s handling of the refurbishment of the balcony at the property. The landlord’s complaint handling.
Home Group Limited (202128240)
REPORT COMPLAINT 202128240 Home Group Limited 25 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. […]
London Borough of Barnet (202220499)
The complaint is about the landlord’s handling of repairs to a stair lift.
London & Quadrant Housing Trust (L&Q) (202010229)
This complaint is about the landlord’s: Response to the resident’s various disrepair concerns from April 2019. Handling of the resident’s vulnerabilities, health and welfare concerns. Complaint handling. Record keeping.
Decisions by year
Read the chart values
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |
Landlords with most published decisions
Clarion Housing Association Limited
919
London & Quadrant Housing Trust
634
Peabody Trust
597
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
410
Metropolitan Thames Valley Housing (MTV)
354
Browse by year
Browse by outcome
Common topics (last 2 years)
Browse landlords by decision count
Clarion Housing Association Limited (919)
London & Quadrant Housing Trust (634)
Peabody Trust (597)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (410)
Metropolitan Thames Valley Housing (MTV) (354)
Hyde Housing Association Limited (346)
Southern Housing (337)
The Guinness Partnership Limited (329)
Notting Hill Genesis (305)
Southwark Council (301)
A2Dominion Housing Group Limited (269)