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Housing Ombudsman Decisions

16,595 total decisions 12,049 maladministration found 2,256 no maladministration 164 severe cases

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.

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Top landlords by volume

Decision counts
Clarion Housing Association Limited 826
London & Quadrant Housing Trust 555
Peabody Trust 533
London & Quadrant Housing Trust (L&Q) 488
Sanctuary Housing Association 365
Hyde Housing Association Limited 318

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Severe Maladministration (164) Maladministration (6,534) Partial (5,351) No Maladministration (2,256) Reasonable Redress (1,440) Mediation (235) Outside Jurisdiction (590)

Common topics (last 2 years)

association occupancy background investigation limited tenancy assured london lives borough council group local authority november secure trust bedroom property december

Top landlords

Clarion Housing Association Limited (826) London & Quadrant Housing Trust (555) Peabody Trust (533) London & Quadrant Housing Trust (L&Q) (488) Sanctuary Housing Association (365) Hyde Housing Association Limited (318) Metropolitan Thames Valley Housing (MTV) (318) The Guinness Partnership Limited (306) Southern Housing (288) Southwark Council (271) Notting Hill Genesis (243) A2Dominion Housing Group Limited (242)
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Showing 318 of 16,595 decisions matching "Metropolitan Thames Valley Housing (MTV)"

Decisions

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19 May 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202326012) Case 202326012 · Old Property Condition categories The complaint is about the landlord’s response to the resident’s report of a leak in his bathroom. We have also … 15 May 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202332462) Case 202332462 · Financial The complaint is about the landlord’s handling of: The resident’s request for information relating to her service charge. The associated … 13 May 2025 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202310749) Case 202310749 · Financial The complaint is about the landlord’s handling of: the resident’s concerns about the level of service charges; communications with the … 12 May 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202410487) Case 202410487 · Financial The complaint is about the landlord’s response to: the resident’s request for the reimbursement of repair costs. the resident’s request … 8 May 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202308698) Case 202308698 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated … 6 May 2025 Mediation Metropolitan Thames Valley Housing (MTV) (202313441) Case 202313441 · Responsive repairs/activity The complaint is about the landlord handling of damp and mould at the resident’s property. 2 May 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202410518) Case 202410518 · Managing Relations The complaint is about the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. We have … 1 May 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202409390) Case 202409390 · Information and data management The complaint is about the landlord’s response to the resident’s: Reports of a roof leak. Associated complaint. We have also … 29 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202326838) Case 202326838 · Old Property Condition categories The complaint is about the landlord's handling of remedial repairs to the bathroom following a leak. 25 Apr 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202334516) Case 202334516 · ASB/Abuse/Nuisance The resident’s complaint is regarding the landlord’s handling of: Repairs to a communal door lock. An Anti-social Behaviour (ASB) case … 24 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202224871) Case 202224871 · Financial The complaint is about the landlord’s handling of the resident’s: Rent account following a succession. Associated complaint, including her use … 17 Apr 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202322956) Case 202322956 · Financial This complaint is about: The landlord’s administration of the resident’s rent and service charge account. The landlord’s handling of the … 16 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202338715) Case 202338715 · Responsive repairs/activity The complaint is about the landlord’s handling of repairs to the resident’s boiler and radiator. 14 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202323586) Case 202323586 · Managing Relations The complaint is about the landlord’s: Handling of repairs to the building’s communal windows and doors. Complaint handling. 11 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202335707) Case 202335707 · Managing Relations The complaint is about the landlord’s response to the resident’s reports of draughts in the property. The Ombudsman has also … 8 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202302150) Case 202302150 · Financial The complaint is about the landlord’s handling of the resident’s service charge queries. The Ombudsman has also investigated the landlord’s … 4 Apr 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202231350) Case 202231350 · Managing Relations The complaint is about the landlord’s handling of repairs to the resident’s front door. The Ombudsman has also considered the … 28 Mar 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202205078) Case 202205078 · Estate Management REPORT COMPLAINT 202205078 Metropolitan Thames Valley Housing (MTV) 28 March 2025 Our approach The Housing Ombudsman’s approach to investigating and … 28 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202315463) Case 202315463 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Reports of a leak, including related mould. The associated complaint, including compensation. 26 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202331997) Case 202331997 · Financial The complaint is about the landlord’s handling of the resident’s request for a service charge refund following the sale of … 26 Mar 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202346165) Case 202346165 · Health and Safety (inc. building safety) The complaint is about the landlord’s handling of: The resident’s reports about his front door and his fire safety concerns. … 25 Mar 2025 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202316180) Case 202316180 · Moving/Buying/Selling Home This complaint is about how the landlord handled the resident’s request for a management pack during the sale of her … 19 Mar 2025 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202306482) Case 202306482 · Financial The complaint is about the landlord’s: Level and increase of service charges. Handling of requests for information about service charges. … 19 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202319788) Case 202319788 · Old Complaints Handling categories The complaint is about the landlord’s handling of: the resident’s concerns about a repairs appointment. the subsequent complaint. We have … 19 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202322638) Case 202322638 · ASB/Abuse/Nuisance The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). 14 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318440) Case 202318440 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s Reports of a leak. Reports of damp and mould. Associated … 12 Mar 2025 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202309638) Case 202309638 · Moving/Buying/Selling Home The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards. 11 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318080) Case 202318080 · Old Property Condition categories The complaint is about the landlord’s handling of a boiler repair. 5 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202315205) Case 202315205 · Old Complaints Handling categories The complaint is about the landlord’s handling of the resident’s: Reports of repairs to a door, window, and water leak. … 4 Mar 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202320298) Case 202320298 · Financial The complaint is about the landlord’s handling of: The resident’s queries about her service charge account. The associated complaint. 3 Mar 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202313784) Case 202313784 · Old Complaints Handling categories The complaint is about the landlord’s handling of the proposed installation of broadband cabling to the property. We have also … 3 Mar 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202323534) Case 202323534 · Old Property Condition categories The complaint is about the landlord’s handling of shower repairs. 27 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318568) Case 202318568 · Old Complaints Handling categories The complaint is about the landlord’s handling of a kitchen installation. The Ombudsman has also considered the landlord’s complaint handling. 27 Feb 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202402841) Case 202402841 · Old Complaints Handling categories REPORT COMPLAINT 202402841 Metropolitan Thames Valley Housing (MTV) 27 February 2025 Our approach The Housing Ombudsman’s approach to investigating and … 26 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202300164) Case 202300164 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the communal door entry system. The associated formal complaint. 26 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202313359) Case 202313359 · Old Complaints Handling categories The complaint is about the landlord’s handling of: Repairs to the heating system. The associated complaint. 26 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202319715) Case 202319715 · Old Complaints Handling categories The complaint is about the landlord’s response to resident’s reports of a lack of heating and hot water. The Ombudsman … 25 Feb 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202318063) Case 202318063 · Moving/Buying/Selling Home The complaint is about the landlord’s handling of: Snagging issues at the property. Information given to the resident about the … 25 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202415285) Case 202415285 · Moving/Buying/Selling Home The complaint is about the length of time taken by the landlord to carry out an intrusive survey and provide … 24 Feb 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202316191) Case 202316191 · Managing Relations The complaint is about the landlord’s response to the resident’s concerns about staff behaviour. The landlord’s complaint handling is also … 20 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202312081) Case 202312081 · Financial The complaint is about the landlord’s handling of: A missed appointment. Kitchen units being in disrepair and pest concerns. Repairs … 18 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202314074) Case 202314074 · Estate Management This complaint is about the landlord’s: Response to the resident’s reports that he was unable to access his garage and … 18 Feb 2025 Mediation Metropolitan Thames Valley Housing (MTV) (202316978) Case 202316978 · Managing Relations The complaint is about the landlord’s handling of the resident’s: Requests for additional support. Report of staff conduct. 17 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202317108) Case 202317108 · Financial The complaint is about the landlord’s: Response to the resident’s query about the increase in service charge in 2021-22. Complaint … 17 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202317464) Case 202317464 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of faulty communal stairway lighting. The Ombudsman has also … 14 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202317756) Case 202317756 · Old Estate Management categories The complaint is about the landlord’s handling of a leak into the communal area and communal decorative works. 11 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202318553) Case 202318553 · Financial The complaint is about the landlord’s handling of the resident’s: Request for information regarding his service charge. Associated complaint. 10 Feb 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202229153) Case 202229153 · Old Complaints Handling categories The complaint is about the landlord’s response to the resident’s reports of blockages in the plumbing at the property. The … 30 Jan 2025 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202313697) Case 202313697 · Old Complaints Handling categories The complaint is about the landlord’s: Response to concerns that the cooker was damaged during refurbishment works. Handling of a … 30 Jan 2025 Maladministration Metropolitan Thames Valley Housing (MTV) (202315214) Case 202315214 · Old Property Condition categories The complaint is about the landlord’s handling of the resident’s report of a water leak from balcony joints.