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 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.
The complaint is about the landlords handling of: Boiler repairs. The associated complaint.
The complaint is about the landlord’s response to the resident’s reports about: Cold temperatures in the property. A leak from the bedroom skylight window. Uneven floorboards. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s response to: The resident’s reports of water leaks in the temporary property and his subsequent request for compensation. The resident’s request for compensation for personal items that went missing after moving to the temporary property.
The complaint is about: The landlord’s handling of repairs required to resolve a water leak. The landlord’s complaint handling.
The complaint is about the landlord's handling of the resident’s concerns regarding the validity of the fire risk assessment and his queries concerning the proposed works to install a communal fire alarm system. The landlord’s handling of the complaint has also been considered.
The complaint is about the landlord’s handling of: The resident’s request for her kitchen and bathroom to be replaced. Damp and mould at the resident’s property.
The complaint is about the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated repairs. Associated complaint.
This complaint is about the landlord’s handling of: The resident’s request for support when the lift in the block was out of service. The resident’s request for rehousing. The associated complaint.
The complaint is about the landlord’s response to the resident’s report of a leak in his bathroom. We have also looked at the landlord’s complaint handling.
The complaint is about the landlord’s response to: the resident’s request for the reimbursement of repair costs. the resident’s request for it to complete outstanding repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. We have also considered the landlord’s complaint handling.
The resident’s complaint is regarding the landlord’s handling of: Repairs to a communal door lock. An Anti-social Behaviour (ASB) case and associated reports.
This complaint is about: The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the associated complaint.
REPORT COMPLAINT 202205078 Metropolitan Thames Valley Housing (MTV) 28 March 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 complaint is about the landlord’s handling of: The resident’s reports about his front door and his fire safety concerns. The resident’s reports about a communal light. The resident’s reports about a communal door. The associated complaint.
The complaint is about the landlord’s handling of: The resident’s queries about her service charge account. The associated complaint.
The complaint is about the landlord’s handling of the proposed installation of broadband cabling to the property. We have also assessed the landlord’s complaint handling.
REPORT COMPLAINT 202402841 Metropolitan Thames Valley Housing (MTV) 27 February 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 complaint is about the landlord’s handling of: Snagging issues at the property. Information given to the resident about the boarding of the loft. Repairs to the front and back doors.
The complaint is about the landlord’s response to the resident’s concerns about staff behaviour. The landlord’s complaint handling is also considered.
The complaint is about the landlord’s: Response to concerns that the cooker was damaged during refurbishment works. Handling of a loss of heating following a gas leak. Complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request to be decanted. Formal 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 |