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.
Decision Case ID 202336410 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 15 December 2025 Background On 24 February 2022 the resident signed paperwork to formally […]
Decision Case ID 202432397 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 3 December 2025 Background In 2023 the resident reported several repairs issues to […]
Decision Case ID 202333995 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 27 November 2025 Background Having received his new service charges for 2023 to 2024, […]
Decision Case ID 202433437 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 25 November 2025 Background As part of planned works, the landlord’s contractor replaced the […]
Decision Case ID 202331910 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 12 November 2025 Background The resident has been a tenant of the landlord […]
Decision Case ID 202428004 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 31 October 2025 Background The resident lives in a 2-bedroom flat within a block owned […]
Decision Case ID 202412860 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 24 October 2025 Background The resident is the leaseholder of the property, a 3-bedroom flat. […]
Decision Case ID 202428530 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 23 October 2025 Background The resident is a shared owner of the 1 bedroom, […]
Decision Case ID 202336683 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 22 October 2025 Background The resident lives in a 3-bed house. Following planned […]
Decision Case ID 202447347 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 14 October 2025 Background The resident lives in a first floor flat. He […]
The complaint is about the landlord’s handling of: Leaks in the property and the associated repairs. The resident’s complaint.
The complaint is about the landlord’s handling of a leak in the living room and associated damp.
The complaint is about the landlord’s handling of leaks, damp and mould in the resident’s property. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to communal lift repairs.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in his property. We have also looked at the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould caused by an internal leak and the associated repairs. Complaint and the level of redress offered.
The resident’s complaint is about the landlord’s handling of a window repair. We have also considered the landlord’s handling of the associated complaint.
The complaint is about: The landlord’s quality of work in the renewal of the kitchen and additional works. The landlord’s response to requests that it reimburse for damaged goods. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint and its record keeping.
The complaint is about the landlord’s handling of the resident’s report that the signs it put in the bin store were incorrect.
The complaint is about the landlord’s handling of: The resident’s reports of repairs. The associated complaint.
The resident’s complaint is about the landlord’s handling of her reports of damp and mould.
The complaint is about the landlord's handling of repairs at the resident’s property, which includes: Plastering of walls. Gaps around a newly installed extractor fan in the kitchen. Issues with a new door handle which had been installed. Issues with electrical sockets in the kitchen that were not working. Works …
The complaint is about the landlord’s handling of the resident’s concerns about damp and mould and associated repairs within the property.
This complaint is about the landlord's response to the resident’s reports of: A leak into her property and its handling of remedial works following the leak. A leaking tap in her bathroom and her request for reimbursement of increased costs as a result of the leak.
The resident’s complaint is about the landlord’s response to her reports of low water pressure when using the bathroom shower head. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a pest infestation.
The complaint is about: The landlord’s handling of the resident’s reports of defective guttering causing rainwater to leak into the property. The landlord’s handling of the associated complaints.
This complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the communal loft. Reports of suspected water ingress from the gutter and roof, and damp and mould.
The complaint is about the landlord’s response to reports of antisocial behaviour (ASB).
The complaint is about the level of compensation offered by the landlord in relation to its handling of boiler repairs. We have also considered the associated complaint.
The complaint is about the landlord’s handling of a leak at the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of: the resident’s reports of a leak in her bathroom and the associated damage to her flooring. the complaint and record keeping.
The complaint is about the landlord’s response to the resident’s request to remove a communal garden wall.
The complaint is about the landlord’s handling of resident’s reports about the miscalculation of the service charge and requests for service charge account information.
The complaint is about the landlord’s handling of reports about the toilet overflowing and flooding the bathroom.
The complaint is about the landlord’s handling of the resident’s: Reports of leaks into her property that have caused damage, damp and mould. Request for the landlord to buy back her property. Complaint and the level of compensation offered.
The complaint is about the landlord’s handling of the sale and handover of the resident’s new build property.
The complaint is about the landlord’s handling of repairs required to address the resident’s concerns of damp and mould. We have also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s request for information relating to her service charge. The associated complaint.
The complaint is about the landlord’s response to the resident’s: Reports of a roof leak. Associated complaint. We have also considered the landlord’s record keeping.
The complaint is about the landlord's handling of remedial repairs to the bathroom following a leak.
The complaint is about the landlord’s handling of the resident’s: Rent account following a succession. Associated complaint, including her use of a representative. The resident complained to the landlord on 6 October 2022. It acknowledged her complaint the next day, which was positive. In the acknowledgement it advised it would …
The complaint is about the landlord’s handling of repairs to the resident’s boiler and radiator.
The complaint is about the landlord’s: Handling of repairs to the building’s communal windows and doors. Complaint handling.
The complaint is about the landlord’s response to the resident’s reports of draughts in the property. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s service charge queries. The Ombudsman has also investigated the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the resident’s front door. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Reports of a leak, including related mould. The associated complaint, including compensation.
The complaint is about the landlord’s handling of the resident’s request for a service charge refund following the sale of his property.
| 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 |