Metropolitan Thames Valley Housing (MTV) · Case 202340236 · 27 October 2025
Metropolitan Thames Valley Housing (MTV) — case 202340236
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak into the property. Our decision (determination) The complaint was resolved following our intervention. We have made recommendations for the landlord to put things rig.
Orders and recommendations
- Apology
Our recommendations The landlord should apologise and make a £960 compensation payment to the resident.
- Apology
The landlord should provide us with documentary evidence that it has sent the apology and paid the compensation to the resident.
The full determination
Decision Case ID 202340236 Decision type Investigation Landlord Metropolitan Thames Valley Housing (MTV) Landlord type Housing Association Occupancy Shared Ownership Date 27 October 2025 Background On 27 December 2023 the resident reported to the landlord there was a leak into the property which was causing water damage. The resident complained to the landlord on 5 January 2025 that it had not repaired the leak. The repairs to address the leak and the resultant water damage in the property were completed by the landlord in October 2024.
What the complaint is about The complaint is about the landlord’s handling of a leak into the property. Our decision (determination) The complaint was resolved following our intervention. We have made recommendations for the landlord to put things right. Summary of reasons The landlord apologised and offered £360 compensation for its failure to repair the leak and the damage it caused the property in its complaint responses sent to the resident in March and April 2024. The outstanding repairs took a further 6 months to be completed.
We contacted the landlord on 2 October 2025 and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint. The landlord offered to apologise to the resident for the repair delays and increased its compensation offer to £960. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy the matters which resolve the complaint satisfactorily.
Putting things right Recommendations The complaint has been resolved with intervention on this basis the landlord follows our recommendations. Our recommendations The landlord should apologise and make a £960 compensation payment to the resident. The landlord should provide us with documentary evidence that it has sent the apology and paid the compensation to the resident.
This is a structured summary of a published determination. The official decision is the authoritative record. Contains public sector information licensed under the Open Government Licence v3.0.