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.
The complaint is about: the impact of repair issues on the health of the resident and his daughter. the landlord’s handling of: work to the kitchen extractor fan. leaks, damp, mould and bathroom extractor fan repairs. window issues. We have also considered the landlord’s record keeping. complaint handling.
The complaint is about the landlord’s handling of the resident’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.
The complaint is about the landlord's handling of the leaseholder’s: Reports of errors made on the service charge account. Concerns about the level of the management fee charged.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of a kitchen installation. The Ombudsman has also considered 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: The increase in service and rent charges. Notice to attend meetings. The information provided by the landlord related to a telecom switchover. Management of the sinking fund. The complaint process.
The complaint is about the landlord’s handling of: the resident’s concerns about its decision to install new communal doors and entry system to his property.
The complaint is about the landlord’s handling of the resident’s reports about: The condition of nearby allotments. The condition of her garden when she moved into the property. Repairs to her bathroom and electric fire. A wasp infestation.
The complaint is about how the landlord handled the resident’s: housing applications. reports of antisocial behaviour (ASB). reports of vandalism. reports of mould and outstanding repairs. reports of flies coming from his neighbour’s property. complaint. This report has also considered the landlord’s record keeping.
This complaint is about the landlord’s handling of: Repairs to the entry gates and intercom for the estate. The estate management. The associated complaint.
The complaint is about the landlord’s handling of the resident’s report of a leak. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s request for reasonable adjustments. We have also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of issues he reported with the cleaning service in his building, including its decision to share his name and address with its cleaning contractor.
The complaint is about: The landlord’s decision to nominate a staff member as a point of contact and the resident’s concerns about how that member of staff managed communication. The landlord’s complaint handling.
This complaint is about the landlord’s handling of the resident’s anti-social behaviour (ASB) reports.
The complaint is about the landlord’s handling of: repairs following a kitchen replacement. the associated complaint.
The complaint is about the landlord’s response to the resident’s reports of damp and mould.
The complaint is about the landlord’s: Handling of the resident’s reports of loss of heating and hot water. Complaint handling.
The resident’s complaint is about the landlord’s handling of reports of antisocial behaviour (ASB). This Service has also considered the landlord’s complaint handling.
The complaint is about the landlord's response to the resident’s report of a leak in the communal area and request for compensation.
The complaint is about the landlord’s: oversight of communal repairs. response to the resident’s concerns about communal cleaning. scrutiny of the managing agent’s accounts.
The complaint is about the landlord’s handling of: an electrical inspection test. the resident’s complaint.
The resident’s complaint is about the landlord’s handling of a leak.
The complaint is about: A claim decision for damages caused by a flood. The level of support the landlord gave when the resident made her claim. The Ombudsman has also considered the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s concerns about its contractor’s conduct and its subsequent offer of compensation.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) causing health and safety risks. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of leaks, damp and mould at the property. The Ombudsman has also investigated the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of: The resident’s reports of multiple repairs in the property. The resident’s report of a running water noise.
The complaint is about the landlord’s handling of a roof replacement and its request that the resident paid a contribution towards this. The Ombudsman has also investigated the landlord’s complaint handling.
The complaint concerns the landlord’s: Handling of the resident’s reports of repairs. Handling of cancelled appointments and delays. Complaints handling.
The complaint is about the landlord’s handling of the resident’s: Reports of a leak. Request to reimburse the insurance excess fee.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB) and harassment. We have also considered the landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s reports of repairs to the hot water system.
The complaint is about the landlord’s actions in recovering rent arrears from the resident.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould. This report also considers the landlord’s complaint handling.
The complaint is about the landlord’s handling of: A leak from the property above in December 2022 and water damage, damp, and mould caused by this. Repairs to the front room door. The formal complaint.
The complaint is about the landlord’s handling of the resident’s concerns about: his housing banding. the events surrounding the viewing and sign up of his flat. his utility registration. reported repairs. reports of damp and mould in his bathroom.
The complaint is about the landlord’s handling of the resident’s reports concerning its member of staff’s conduct.
The complaint is about the landlord’s handling of the resident’s reports of a leak.
The complaint is about the landlord’s handling of the resident’s reports of a loss of hot water.
The complaint is about: The time taken for the landlord to install a positive input ventilation (PIV) at the property. The landlord’s response to the resident’s complaint about a decant and repair works in November 2023. The landlord’s handling of the resident’s reports of repairs in her property. The condition …
The resident’s complaint is about the landlord’s handling of: A leak in the property. Associated repairs following the leak. Damp and mould. Damage to her personal belongings.
The complaint is about the landlord’s handling of: The removal of the resident’s vehicle. The associated complaint.
The complaint is about the landlord’s handling of: Repairs to the communal door entry system. The associated formal complaint.
The complaint is about the landlord’s handling of: Repairs to the heating system. The associated complaint.
The complaint is about the landlord’s response to resident’s reports of a lack of heating and hot water. The Ombudsman has also considered the landlord’s handling of the complaint.
This complaint is about the landlord’s handling of reports about drainage issues and subsequent repairs in the resident’s property.
The complaint is about the landlord’s handling of: Repairs within the resident’s property, including damp and mould. The resident’s complaint.
The complaint is about the landlord’s response to: Water damage associated with a fire at the block. A leak at the property. The resident’s request for a transfer. The Ombudsman has also considered the landlord’s complaint handling.
| 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 |