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 202407549 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Licence Date 19 May 2026 Background The resident reported problems with her fire door and a […]
Decision Case ID 202509724 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 19 May 2026 Background The resident lives in a flat within a residential […]
Decision Case ID 202512350 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 18 May 2026 Background The resident was unhappy with the landlord’s investigation into […]
Decision Case ID 202339649 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Secure Tenancy Date 15 May 2026 Background The resident lives in a 3-bedroom flat. At the […]
Decision Case ID 202339139 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 14 May 2026 Background The resident lives in a ground‑floor flat owned by […]
Decision Case ID 202413837 Decision type Investigation Landlord Metropolitan Thames Valley Landlord type Housing Association Occupancy Leaseholder Date 30 April 2026 Background In March 2023, 2 leaseholders, who live in the same block, jointly […]
Decision Case ID 202344853 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 29 April 2026 Background The property is a flat within a communal block, of […]
Decision Case ID 202402825 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 29 April 2026 Background The resident complained to the landlord about ongoing […]
Decision Case ID 202327932 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 24 April 2026 Background The resident lives in a second-floor flat. He complained […]
Decision Case ID 202451324 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 20 April 2026 Background The resident lives in a flat in a block that […]
Decision Case ID 202346329 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 31 March 2026 Background The resident complained to the landlord in March […]
Decision Case ID 202402353 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 30 March 2026 Background The resident complained about the landlord’s handling of […]
Decision Case ID 202348512 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 27 March 2026 Background The resident reported a problem with a blocked […]
Decision Case ID 202409722 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 19 March 2026 Background In March 2023 the resident queried with the landlord […]
Decision Case ID 202400358 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 18 March 2026 Background The resident lives in the property with her […]
Decision Case ID 202217698 Decision type Investigation Landlord Metropolitan Thames Valley Housing Landlord type Housing Association Occupancy Assured Tenancy Date 16 March 2026 Background The resident’s heating is supplied through a district heating network […]
Decision Case ID 202429373 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 3 March 2026 Background The resident lives in a 7th floor flat. […]
Decision Case ID 202335236 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 25 February 2026 Background The resident said she was experiencing leaks from the guttering […]
Decision Case ID 202526600 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 4 February 2026 Background The resident said she was unhappy the landlord had […]
Decision Case ID 202500663 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 30 January 2026 Background The resident complains the landlord has failed to take […]
Decision Case ID 202417780 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 29 January 2026 Background The resident reported issues with the occupants of an upstairs […]
Decision Case ID 202507182 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Secure Tenancy Date 27January 2026 Background The resident lives in a 1 bedroom flat with her […]
Decision Case ID 202513415 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 14 January 2026 Background The resident lives in a 1-bedroom top floor flat. […]
Decision Case ID 202419575 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 24 December 2025 Background In January 2024, the resident reported a broken external […]
Decision Case ID 202400313 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 9 December 2025 Background The resident has lived in the property […]
Decision Case ID 202334602 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lived with her 2 sons. She was dissatisfied […]
Decision Case ID 202428784 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 28 November 2025 Background The resident is a leaseholder of a 2-bedroom flat in […]
Decision Case ID 202421884 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 26 November 2025 Background The resident complained to the landlord about a roof […]
Decision Case ID 202439920 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 5 November 2025 Background The resident, who lived with his family at […]
Decision Case ID 202424716 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Leaseholder Date 31 October 2025 Background The resident is a leaseholder of the landlord’s. He owns […]
Decision Case ID 202427905 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 25 February 2026 Background The resident lives in a 2-bedroom end-of-terrace house. She […]
Decision Case ID 202304757 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 30 October 2025 Background The resident lives in a ground floor 2-bedroom flat. She […]
Decision Case ID 202402637 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 27 October 2025 Background The property is a 2-bedroom, ground floor flat […]
Decision Case ID 202410220 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 27 October 2025 Background The resident has lived in the 2-bedroomed house since […]
Decision Case ID 202503698 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 27 October 2025 Background The property is a ground floor flat and the resident […]
The landlord’s handling of the resident’s reports of a roof leak causing water damage. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of repairs, in particular: A leak from the roof and guttering. The front door. The kitchen. We have also considered the landlord’s complaint handling.
The resident has complained about: The landlord’s response to the resident’s reports of noise from a neighbouring property. The landlord’s response to reports of anti-social behaviour (ASB) by the resident. The associated complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of a leaking roof and the associated damp and mould. The related complaint.
The resident’s complaint is about the landlords handling of: Damp and mould, and the associated repairs. The associated complaint.
The complaint is about the landlord’s response to damaged personal property and contractor conduct during the resident’s temporary move. The Ombudsman has also investigated 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. Associated complaint.
The complaint is about the landlord’s handling of repairs to: Radiators. External cladding. We have also considered the landlord’s complaint handling.
The complaint is about: The landlord’s response to the residents’ requests for information regarding cyclical works to their building. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s handling of the resident’s: Repairs and improvements to the property, including: heating and boiler repairs. toilet repairs. bathroom repairs. kitchen repairs and renewal. window renewal. attendance of repair appointments. communication. Concerns about staff and contractors including: conduct whilst working in the property. taking photographs …
The complaint is about: The landlord’s handling of the resident’s reports of heating and hot water outages. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Boiler repairs. Damp and mould. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: A leak and associated work. Kitchen, bathroom, window, and door replacements. Garden maintenance. Pest control. We have also considered the landlord’s complaint handling.
REPORT COMPLAINT 202441975 Metropolitan Thames Valley Housing (MTV) 15 July 2025 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. […]
The complaint is about the landlord’s handling of: The resident’s housing transfer application for a move on medical grounds. A safeguarding referral. The associated complaint.
| 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 |