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 202233381 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 27 February 2026 Background The resident is a shared owner of a […]
Decision Case ID 202339747 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident has been a tenant of the […]
The complaint is about the landlord’s handling of: Repairs while the resident was temporarily moved out of the property, including the standard of work and damage caused by contractors. Reimbursing the resident for heating costs, including costs incurred while she was living in temporary accommodation. The resident’s request for wheelchair …
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. The resident’s request to be compensated for reported damage to decorations. The associated complaints.
The resident’s complaint is about the landlord’s: Communication regarding rent arrears. Response to her reports about the condition of the property at the start of the tenancy. Handling of her concerns about staff conduct.
The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint.
The complaint is about the landlord’s handling of: water leaks from above and subsequent damage to the resident’s property. damage to the resident’s possessions. the complaint. When Ms N contacted the landlord in April 2024, she said that she wanted to raise the matter as an “official complaint”. While the …
The complaint is about the landlord’s communication during the sales process for the property. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a sewage flood into the property, the associated remedial work and the payments offered to the resident. The arrangements for the temporary rehousing of the family. The associated complaints.
The complaint is about: The landlord's response to the resident's request for a refund of his service charge. The landlord's response to the resident’s report of faulty lighting in the communal areas of his block. The landlord's complaint handling.
The complaint is about the landlord’s handling of the resident’s: Request for the living room and bedroom ceiling to be painted at her property. Associated complaint.
The complaint is about: Assistance provided by the landlord during a decant and transfer process. The landlord’s response to the resident’s request for compensation for damaged items.
The complaint is about: The landlord’s handling of roof repairs. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of structural noise issues with the property.
This complaint is about the landlord’s handling of: The resident’s reports of issues with external grounds maintenance. The associated complaint.
The resident has complained about: The landlord’s response to queries regarding the level and administration of the service charges. The landlord’s handling of the formal complaints process.
| 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 |