Housing Ombudsman Decisions

Metropolitan Thames Valley Housing (MTV) (202208362)

22 Dec 2023 Case 202208362 Maladministration Financial

The complaint is about the landlord’s handling of: Defect repairs to the resident’s property. A service charge refund. The resident’s formal complaint.

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Metropolitan Thames Valley Housing (MTV) (202208034)

21 Dec 2023 Case 202208034 Maladministration Managing Relations

The complaint is about the landlord’s: response to the resident’s concerns about the installation of windows at his property; complaints handling.

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Metropolitan Thames Valley Housing (MTV) (202123080)

15 Dec 2023 Case 202123080 Maladministration Managing Relations

The complaint is about the landlord’s handling of the resident’s: Report about the condition of the property when it was let and outstanding repairs. Associated formal complaint and communication.

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Metropolitan Thames Valley Housing (MTV) (202202688)

13 Dec 2023 Case 202202688 Maladministration ASB/Abuse/Nuisance

The complaint is about the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This report has also investigated the landlord’s complaint handling.

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Metropolitan Thames Valley Housing (MTV) (202110637)

28 Nov 2023 Case 202110637 Maladministration ASB/Abuse/Nuisance

The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue of tenancy warnings. The landlord’s complaint handling.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202219573)

28 Nov 2023 Case 202219573 Maladministration Health and Safety (inc. building safety)

The complaint is about the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a faulty relay system. Complaint handling.

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Metropolitan Thames Valley Housing (MTV) (202216051)

15 Nov 2023 Case 202216051 Maladministration Managing Relations

The complaint is about the landlord’s handling of: The bathroom repair works carried out by the landlord’s contractor and the conduct of its operative. The associated complaint. Reported damage to flooring caused by the contractor’s operative.

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Metropolitan Thames Valley Housing (MTV) (202222655)

1 Nov 2023 Case 202222655 Maladministration Financial

The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the resident’s request to be refunded for the cost of a communal door key.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202217569)

27 Oct 2023 Case 202217569 Maladministration Old Property Condition migrated-2025

The complaint is about the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift and boiler within the building.

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Metropolitan Thames Valley Housing (MTV) (202207592)

13 Oct 2023 Case 202207592 Maladministration Financial

The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since 2008, and its administration of her account. The landlord’s complaint handling.

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Metropolitan Thames Valley Housing (MTV) (202122318)

26 Sep 2023 Case 202122318 Maladministration ASB/Abuse/Nuisance

REPORT COMPLAINT 202122318 Metropolitan Thames Valley Housing 26 September 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 […]

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Metropolitan Thames Valley Housing (MTV) (202224230)

8 Sep 2023 Case 202224230 Maladministration ASB/Abuse/Nuisance

The complaint is about: the landlord's handling of reports of antisocial behaviour from a neighbour. the associated complaint handling.

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Metropolitan Thames Valley Housing (MTV) (202213519)

6 Sep 2023 Case 202213519 Maladministration ASB/Abuse/Nuisance

The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his garage gate. The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s communication and complaint handling.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202212067)

31 Aug 2023 Case 202212067 Maladministration Occupancy Rights

The complaint is about the landlord’s handling of the resident’s request to end her tenancy, including the return of the security deposit.

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Metropolitan Thames Valley Housing (MTV) (202216564)

17 Aug 2023 Case 202216564 Maladministration Managing Relations

The complaint is about the landlord’s handling of: cyclical repairs to the windows and external doors on the estate; and the associated complaint.

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Metropolitan Thames Valley Housing (MTV) (202221934)

31 Jul 2023 Case 202221934 Maladministration Information and data management

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.

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Metropolitan Thames Valley Housing (MTV) (202110059)

26 Jul 2023 Case 202110059 Maladministration Estate Management

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 …

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Metropolitan Thames Valley Housing (MTV) (202205951)

19 Jul 2023 Case 202205951 Maladministration Health and Safety (inc. building safety)

This complaint is about the landlord’s handling of:

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Metropolitan Thames Valley Housing (MTV) (202120807)

18 Jul 2023 Case 202120807 Maladministration Information and data management

The resident complains about the landlord’s response to her request for an assistance dog; The landlord’s handling of the associated complaint; The landlord’s record keeping.

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Metropolitan Thames Valley Housing (MTV) (202216921)

18 Jul 2023 Case 202216921 Maladministration Managing Relations

REPORT COMPLAINT 202216921 Metropolitan Thames Valley Housing 18 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 […]

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Metropolitan Thames Valley Housing (MTV) (202117191)

7 Jul 2023 Case 202117191 Maladministration Financial

REPORT COMPLAINT 202117191 Metropolitan Thames Valley Housing 5 June 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 […]

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Metropolitan Thames Valley Housing (MTV) (202208539)

7 Jul 2023 Case 202208539 Maladministration Health and Safety (inc. building safety)

This complaint is about the landlord’s: Response to requests for an External Wall System (EWS1) form. Complaint handling.

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Metropolitan Thames Valley Housing (MTV) (202115696)

30 Jun 2023 Case 202115696 Maladministration Managing Relations

The complaint is about the landlord’s handling of: toilet repairs including the standard of works and missed appointments. bathroom repairs including the standard of works and missed appointments. the resident’s reports concerning heating loss from the windows and door. the complaint and its level of communication.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202207349)

29 Jun 2023 Case 202207349 Maladministration Managing Relations

The complaint is about the landlord’s handling of the: Resident’s reports of a leak in the property. Resident’s reports of damp and mould forming and their request for a decant. The associated complaint.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202120675)

28 Jun 2023 Case 202120675 Maladministration Estate Management

The complaint is about the landlord’s response to: A fly infestation and its handling of associated repairs. Communal door repairs. The Ombudsman has also assessed the landlord’s: Complaint handling. Record keeping.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202212130)

6 Jun 2023 Case 202212130 Maladministration Managing Relations

The complaint is about the landlord’s response to the resident’s: Reports of damage caused by a leak. Associated complaints.

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202213899)

6 Jun 2023 Case 202213899 Maladministration Old Property Condition migrated-2025

REPORT COMPLAINT 202213899 Metropolitan Thames Valley Housing 6 June 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 […]

Read the original Housing Ombudsman decision via the title.

Metropolitan Thames Valley Housing (MTV) (202208487)

31 May 2023 Case 202208487 Maladministration Managing Relations

The complaint is about the landlord’s handling of: The replacement of the back door. The associated complaint.

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Metropolitan Thames Valley Housing (MTV) (202216914)

26 May 2023 Case 202216914 Maladministration Financial

The complaint is regarding: changes made to the resident’s weekly rent amount and the landlord’s subsequent response to his rent account queries; and. the landlord’s handling of the resident’s complaint.

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Metropolitan Thames Valley Housing (MTV) (202211458)

11 May 2023 Case 202211458 Maladministration ASB/Abuse/Nuisance

The complaint is about the landlord’s handling of the resident’s noise reports.

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Metropolitan Thames Valley Housing (MTV) (202125001)

5 May 2023 Case 202125001 Maladministration Financial

The complaint is about the landlord’s handling of:

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Metropolitan Thames Valley Housing (MTV) (202208265)

5 May 2023 Case 202208265 Maladministration Managing Relations

The complaint is about: The landlord’s handling of repairs to the boiler and heating system. The landlord’s complaint handling.

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Metropolitan Thames Valley Housing (MTV) (202212022)

27 Apr 2023 Case 202212022 Maladministration Financial

The complaint is about: The landlord’s response to the resident and their power of attorney about its decision to implement a meal service. The landlord’s complaint handling, including its resolution of the complaint at each stage of its procedure.

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Metropolitan Thames Valley Housing (MTV) (202210442)

27 Mar 2023 Case 202210442 Maladministration Old Property Condition migrated-2025

The complaint is about the landlord's handling of the resident’s reports of broken glass in her garden.

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Metropolitan Thames Valley Housing (MTV) (202014172)

16 Mar 2023 Case 202014172 Maladministration Managing Relations

REPORT COMPLAINT 202014172 Metropolitan Thames Valley Housing (MTV) 16 March 2023 (amended at review 10 July 2023) Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is […]

Read the original Housing Ombudsman decision via the title.