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.
REPORT COMPLAINT 202207267 Metropolitan Thames Valley Housing (MTV) 28 February 2024 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. […]
REPORT COMPLAINT 202228166 Metropolitan Thames Valley Housing (MTV) 28 February 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of […]
The complaint is about the landlord’s response to the resident’s: Reports of repairs required to the bathroom and toilet. Reports of repairs required to kitchen door where mice entered property. Associated formal complaint.
The complaint is about the landlord’s: handling of repairs to external doors response to leaks and damage caused by leaks. The Ombudsman has also decided to investigate the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of reports of anti-social behaviour (ASB) about a neighbour. Complaint handling.
The complaint is about the landlord’s handling of the: Communal garden maintenance allocation. The associated complaint.
The complaint is about the landlord’s handling of the resident’s request for: Reasonable adjustments in relation to repairs appointments. A compensation payment. Adaptations to the property. Support from the ‘Connect Team’. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of smells from the bin store located beneath her flat. Request to be moved. Request for a rent reduction.
REPORT COMPLAINT 202204996 Metropolitan Thames Valley Housing (MTV) 23 November 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. […]
The resident’s complaint is about the landlord’s: Enforcement of its tenancy terms regarding: Dogs; Items left in communal areas; Use of the car park; Antisocial behaviour (ASB); Delivery of gardening services and its handling of the service charge dispute that arose from this; Increase to the service charge level; Response …
The complaint is about: The landlord’s response to the resident’s reports of leaks within the bathroom. The landlord’s response to the resident’s complaint.
The complaint is about:
The complaint is about the landlord's handling of: The resident’s reports of heating and hot water problems in the property. The resident’s reports of damp and mould.
The complaint is about the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request for a transfer and reports of noise from neighbours. The Ombudsman has also considered the landlord’s: Handling of the complaint. Record keeping.
The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into his property. associated complaint.
The complaint concerns the landlord’s: Handling of repairs to and subsequent replacement of the resident’s boiler. Complaint handling.
The complaint is about the landlord’s: decision not to reinstate the resident’s shaver socket following a bathroom refurbishment; complaints handling.
The complaint is about the landlord's response to the resident’s reports of disrepair in relation to: Front and balcony doors. The lift. The communal window being left open. Lack of heating.
The complaint is about: The landlord’s handling of repairs to the communal door. The landlord’s response to the resident’s concerns about the car park gate. The landlord’s handling of the complaint.
The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Reports of rats in the garden. A decant. Complaints.
The complaint is about the landlord’s: response to the resident’s reports about a pest infestation; response to the resident’s request for a key to the mailbox; complaints handling.
The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. The landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling.
The complaint relates to: The landlords handling of the flooring repairs. The landlords handling of the resident’s request for the installation of an accessible kitchen. The landlord forcing entry to the property and changing the locks. The landlord’s record keeping. The landlord’s complaint handling and the level of compensation offered.
The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The landlord’s response to the resident’s request for financial statements in relation to the works. The landlord’s complaint handling. The Ombudsman will consider the landlord’s record keeping.
The complaint is about the landlord’s response to the resident’s reports about: Issues with his boiler and flooding Service charges The landlord’s complaint handling has also been investigated.
The complaint is about: the landlord’s administration of the service charge account and its response to the resident’s enquiries. the landlord’s response to the resident’s concerns about fire safety and the EWS1 form. the landlord’s response to the resident’s reports of outstanding defects in the property. the landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: outstanding repairs required to her taps; damp and mould in the bathroom. The report will also consider the landlord’s complaints handling.
The complaint is about: The time taken by the landlord to start a Japanese knotweed treatment plan in the garden. The landlord’s decision not to maintain the garden, or to replace the lawn once treatment was complete. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about: The landlord’s response to the resident’s requests for a refund of the communal service charge for cleaning services not provided. The landlord’s communication and complaint handling.
The complaint is about the landlord’s handling of: Repairs to resolve a water leak in the communal area. The condition of the carpet in the communal hallway following the water leak. The associated complaint and record keeping.
The complaint is about the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. Response to the resident’s concerns that the CCTV at the property had not been upgraded as agreed in 2021. Handling of the resident’s complaint and its record keeping.
The complaint is about: The landlord’s response to the resident’s queries regarding service and management charges, including its communication on upcoming costs. The landlord’s handling of the resident’s request to deal directly with the freeholder/managing agent. Its handling of the associated complaint on the issues.
| 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 |