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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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30 Nov 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202208587) Case 202208587 · Estate Management The resident’s complaint is about the landlord’s: Enforcement of its tenancy terms regarding: Dogs; Items left in communal areas; Use … 30 Nov 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202222658) Case 202222658 · Managing Relations The complaint is about: The landlord’s response to the resident’s reports of leaks within the bathroom. The landlord’s response to … 28 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202110637) Case 202110637 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue … 28 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202219573) Case 202219573 · Health and Safety (inc. building safety) The complaint is about the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a … 24 Nov 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202223189) Case 202223189 · Managing Relations The complaint is about: 15 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202216051) Case 202216051 · Managing Relations The complaint is about the landlord’s handling of: The bathroom repair works carried out by the landlord’s contractor and the … 1 Nov 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202222655) Case 202222655 · Financial The complaint is about: The landlord's handling of a refund to the resident’s rent account. The landlord's response to the … 31 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202227030) Case 202227030 · Old Property Condition migrated-2025 The complaint is about the landlord's handling of: The resident’s reports of heating and hot water problems in the property. … 27 Oct 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202217569) Case 202217569 · Old Property Condition migrated-2025 The complaint is about the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift … 23 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202123896) Case 202123896 · ASB/Abuse/Nuisance The complaint is about the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request … 16 Oct 2023 Outside Jurisdiction Metropolitan Thames Valley Housing (MTV) (202118823) Case 202118823 · Financial The complaint is about the landlord’s handling of the resident’s concerns about the management fee. 16 Oct 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202218530) Case 202218530 · Managing Relations The complaint is about the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into … 13 Oct 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202207592) Case 202207592 · Financial The complaint is about: The resident’s request that the landlord provide documentation showing the breakdown of her service charges since … 26 Sep 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202122318) Case 202122318 · ASB/Abuse/Nuisance REPORT COMPLAINT 202122318 Metropolitan Thames Valley Housing 26 September 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 20 Sep 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202219545) Case 202219545 · Estate Management The complaint is regarding the landlord’s; Decision to reduce the number of disabled parking bays in the basement carpark of … 20 Sep 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202223221) Case 202223221 · Managing Relations The complaint concerns the landlord’s: Handling of repairs to and subsequent replacement of the resident’s boiler. Complaint handling. 18 Sep 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202222945) Case 202222945 · Managing Relations The complaint is about the landlord’s: decision not to reinstate the resident’s shaver socket following a bathroom refurbishment; complaints handling. 8 Sep 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202224230) Case 202224230 · ASB/Abuse/Nuisance The complaint is about: the landlord's handling of reports of antisocial behaviour from a neighbour. the associated complaint handling. 6 Sep 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202213519) Case 202213519 · ASB/Abuse/Nuisance The complaint is about: The landlord’s handling of the resident’s reports of outstanding repairs to his garage gate. The landlord’s … 31 Aug 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202212067) Case 202212067 · Occupancy Rights The complaint is about the landlord’s handling of the resident’s request to end her tenancy, including the return of the … 31 Aug 2023 No Maladministration Metropolitan Thames Valley Housing (MTV) (202213217) Case 202213217 · Estate Management This complaint is about the landlord’s handling of: The resident’s reports of issues with external grounds maintenance. The associated complaint. 17 Aug 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202216564) Case 202216564 · Managing Relations The complaint is about the landlord’s handling of: cyclical repairs to the windows and external doors on the estate; and … 3 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202120157) Case 202120157 · Estate Management The complaint is about the landlord's response to the resident’s reports of disrepair in relation to: Front and balcony doors. … 1 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202211158) Case 202211158 · Managing Relations The complaint is about: The landlord’s handling of repairs to the communal door. The landlord’s response to the resident’s concerns … 1 Aug 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202220456) Case 202220456 · Managing Relations The complaint is about the landlord’s handling of: Repairs to the resident’s front door. Reports of rats in the garden. … 31 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202221934) Case 202221934 · Information and data management The complaint is about: The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This report also … 30 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202212019) Case 202212019 · Managing Relations The complaint is about the landlord’s: response to the resident’s reports about a pest infestation; response to the resident’s request … 26 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202110059) Case 202110059 · Estate Management The complaint is about: The landlord’s delivery of communal services including window cleaning and grounds maintenance services charged for through … 26 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202210590) Case 202210590 · Financial The complaint is about: the delays in providing a breakdown of service charges and the handling of the resident’s queries. … 25 Jul 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202214345) Case 202214345 · Estate Management The complaint is about: The landlord’s handling of moths in the carpet. The landlord’s response to a request for a … 24 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202202295) Case 202202295 · ASB/Abuse/Nuisance The complaint is about: The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling. 20 Jul 2023 Metropolitan Thames Valley Housing (MTV) (202121190) Case 202121190 · Managing Relations This is about the landlord’s handling of a leak at the property. The handling of the associated complaint. 19 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202205951) Case 202205951 · Health and Safety (inc. building safety) This complaint is about the landlord’s handling of: 18 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202120807) Case 202120807 · Information and data management The resident complains about the landlord’s response to her request for an assistance dog; The landlord’s handling of the associated … 18 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202216921) Case 202216921 · Managing Relations REPORT COMPLAINT 202216921 Metropolitan Thames Valley Housing 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 14 Jul 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202017341) Case 202017341 · Information and data management The complaint relates to: The landlords handling of the flooring repairs. The landlords handling of the resident’s request for the … 7 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202117191) Case 202117191 · Financial REPORT COMPLAINT 202117191 Metropolitan Thames Valley Housing 5 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 7 Jul 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208539) Case 202208539 · Health and Safety (inc. building safety) This complaint is about the landlord’s: Response to requests for an External Wall System (EWS1) form. Complaint handling. 7 Jul 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202208632) Case 202208632 · Managing Relations The complaint is about: the landlord’s response to the resident’s concerns about staff conduct. The landlord’s handling of its decision … 30 Jun 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202103870) Case 202103870 · Financial The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The landlord’s response to the resident’s … 30 Jun 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202115696) Case 202115696 · Managing Relations The complaint is about the landlord’s handling of: toilet repairs including the standard of works and missed appointments. bathroom repairs … 29 Jun 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202207349) Case 202207349 · Managing Relations The complaint is about the landlord’s handling of the: Resident’s reports of a leak in the property. Resident’s reports of … 28 Jun 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202120675) Case 202120675 · Estate Management The complaint is about the landlord’s response to: A fly infestation and its handling of associated repairs. Communal door repairs. … 26 Jun 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202210801) Case 202210801 · Financial The complaint is about the landlord’s response to the resident’s reports about: Issues with his boiler and flooding Service charges … 16 Jun 2023 Reasonable Redress Metropolitan Thames Valley Housing (MTV) (202213920) Case 202213920 · Managing Relations The complaint is about the landlord’s handling of: Faults with the resident’s toilets and her concerns about increased water usage … 6 Jun 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202212130) Case 202212130 · Managing Relations The complaint is about the landlord’s response to the resident’s: Reports of damage caused by a leak. Associated complaints. 6 Jun 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202213899) Case 202213899 · Old Property Condition migrated-2025 REPORT COMPLAINT 202213899 Metropolitan Thames Valley Housing 6 June 2023 Our approach The Housing Ombudsman’s approach to investigating and determining … 31 May 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202204054) Case 202204054 · Financial The complaint is about: the landlord’s administration of the service charge account and its response to the resident’s enquiries. the … 31 May 2023 Maladministration Metropolitan Thames Valley Housing (MTV) (202208487) Case 202208487 · Managing Relations The complaint is about the landlord’s handling of: The replacement of the back door. The associated complaint. 30 May 2023 Partial Maladministration Metropolitan Thames Valley Housing (MTV) (202207203) Case 202207203 · Managing Relations The complaint is about the landlord’s response to the resident’s reports about: outstanding repairs required to her taps; damp and …