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 202400193 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured shorthold tenancy Date 2 June 2026 Background The resident paid advance rent when he moved […]
Decision Case ID 202435803 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 30 April 2026 Background On 16 October 2024, the resident reported a loss […]
Decision Case ID 202452898 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 28 April 2026 Background The resident made a joint complaint with her […]
Decision Case ID 202427931 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 9 February 2026 Background The resident has mental health, which the landlord was […]
Decision Case ID 202441167 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTVH) Landlord type Housing Association Occupancy Leaseholder Date 29 January 2026 Background The resident lived in the property since 2023 since 2023. […]
Decision Case ID 202415087 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 19 December 2025 Background The resident viewed the property, a 3-bedroom maisonette, on […]
Decision Case ID 202341680 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 16 December 2025 Background The resident lived in a mixed-tenure complex owned by a […]
Decision Case ID 202413755 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 27 November 2025 Background In June 2023 the landlord sent the resident a letter […]
Decision Case ID 202336744 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Assured Tenancy Date 5 November 2025 Background The resident lives in a 2-bedroom mid terraced house. […]
The landlord recognised its failings and offered suitable redress to put things right. The compensation offered exceeds our remedies guidance, and the landlord apologised
The complaint is about the landlord’s handling of the resident’s: Concerns regarding his allocated parking space and the associated parking management. Complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for garden works, including the installation of a rear boundary fence and gate. Associated complaint.
The complaint is about the landlord’s handling of: the resident’s concerns about the level of service charges; communications with the resident about the service charge accounts. The Ombudsman has also considered the landlord’s complaint handling.
This complaint is about how the landlord handled the resident’s request for a management pack during the sale of her property. We have also considered how the landlord handled the complaint.
The complaint is about the landlord’s: Level and increase of service charges. Handling of requests for information about service charges. Complaint handling.
The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards.
The complaint is about the landlords handling of the resident’s request for her windows to be replaced. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is regarding the landlord’s; Decision to reduce the number of disabled parking bays in the basement carpark of the resident’s building. Complaints handling.
The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a dog.
The complaint is about: the landlord’s response to the resident’s concerns about staff conduct. The landlord’s handling of its decision to place a caution alert on the resident’s record. The landlord’s complaint handling.
The complaint is about the landlord’s handling of: Faults with the resident’s toilets and her concerns about increased water usage and expense. The associated complaint.
The complaint is about the time taken to repair a damaged drain in the resident’s garden.
The complaint is about: The landlord’s response to the resident’s concerns regarding her service charge in the financial years 2020/21 and 2021/22. The landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of repairs following a leak affecting the communal car park.
The complaint is about the landlord’s response to the resident’s reports about repairs to the guttering at the property.
The complaint is about the level of compensation offered by the landlord for a missed appointment.
| 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 |