Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 77 published decisions.
Metropolitan Housing Trust Limited's maladministration rate (52%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202113980 Housing association
The landlord acknowledged service failings in handling a mutual exchange application and the associated complaint. Following Ombudsman intervention, the landlord increased its compensation offer to £450 and completed…
202114454 Housing association
The Ombudsman found no maladministration by Metropolitan Housing Trust in its response to a shared-ownership leaseholder's reports about the condition of the communal bin store. The landlord took reasonable steps…
202106201 Housing association
The Ombudsman found service failure by Metropolitan Housing Trust in its handling of kitchen refurbishment and bathroom alteration works, due to cumulative communication failures, lack of a schedule of works, and…
202004518 Housing association
The landlord made reasonable redress for delays in repairing a leak (which caused ceiling collapse and required decant) and for its contractor wrongly disposing of the resident's belongings, offering £950 goodwill and…
202105422 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould repairs, as it failed to properly investigate the cause from 2016 and only took action after Environmental Health became involved. The…
202009265 Housing association
The landlord was found to have maladministration for delaying unreasonably in responding to a leaseholder's request for an EWS1 form, taking seven weeks to provide a meaningful response despite being told a property…
202106485 Housing association
The Ombudsman found no maladministration by Metropolitan Housing Trust Limited regarding its handling of the resident's request for a support worker. The landlord was not obliged to provide support services, had taken…
202100884 Housing association
The landlord made errors in managing the resident's service charge direct debit, causing arrears, but acknowledged the mistakes, apologised, and offered a payment plan — constituting reasonable redress. However, the…
202100394 Housing association
The Ombudsman found service failure by Metropolitan Housing Trust for giving contradictory information about building height/cladding, inconsistent inspection updates, failing to answer the original complaint, and a…
202103269 Housing association
The landlord was found to have service failure for significant delays in repairing/replacing the resident's storage heaters (hallway over a year, lounge ~8 months) and immersion heater (no hot water for 3 months), with…
202102795 Housing association
The Ombudsman found reasonable redress by the landlord for its response to boiler repairs, as it acknowledged failures, apologised and offered £110 compensation. There was no service failure regarding the landlord's…
202015534 Housing association
The landlord was found to have service failure in handling the resident's Right to Buy application due to delays in issuing the eligibility notice (section 124) and the offer letter (section 125), and sending documents…
202108647 Housing association
The landlord was found to have maladministration for taking over three years to respond to the resident's complaint about window repairs. Service failure was found for misleading communication about replacement window…
202104137 Housing association
The Ombudsman found service failure in the landlord's complaint handling. While the landlord's final compensation offer for the repair delays was reasonable, the same officer handled both complaint stages, there were…
202101759 Housing association
The Ombudsman found that the landlord made a reasonable offer of redress (£150 compensation and renewal of door locks) prior to investigation, which resolved the complaint satisfactorily. The landlord had attended…
202010483 Housing association
The Ombudsman found service failure for the landlord's delay in removing a communal fire alarm (not removed since September 2019) and for significant delays in carrying out repairs after the alarm installation.…
202005072 Housing association
The Ombudsman found that the landlord handled the leak repair reasonably, but there was service failure in how it handled compensation requests (offering compensation outside procedures and using a confusing 'working…
202014430 Housing association
The Ombudsman found service failure by the landlord regarding its response to the resident's complaint about the standard of cleaning and ground maintenance in communal areas, and service failure regarding its complaint…
202011982 Housing association
The Ombudsman determined that the complaint about the landlord's decision to change the energy supplier for communal heating was outside its jurisdiction, as the resident had not exhausted the landlord's internal…
202011801 Housing association
The landlord offered reasonable redress for its acknowledged failure to complete cyclical external decoration, which contributed to premature window deterioration. Service failure was found regarding the landlord's…
202104738 Housing association
The resident complained about the landlord's handling of damp and mould repairs and the level of compensation offered. Following Ombudsman intervention, the landlord increased its compensation offer to £660, which the…
202006693 Housing association
The landlord took over 35 months to complete roof repairs at a leaseholder's flat, far exceeding its 3-month target, and failed to maintain adequate records. The Ombudsman found service failure for the inadequate…
202003067 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident had active legal proceedings covering the same issues (repairs and a transfer request), which cannot be investigated under…
201912638 Housing association
Severe maladministration for the landlord's handling of a roof leak reported in December 2018, taking over two years to partially resolve, causing extensive water damage, electrical safety risks, and distress.…
202014988 Housing association
The Ombudsman found service failure by the landlord in its handling of the resident's staircasing request, due to a 27-working-day delay in providing written confirmation of the correct valuation and providing incorrect…
201916108 Housing association
The Ombudsman found no maladministration in the landlord's handling of an ASB allegation made about the resident, as it met with the resident, wrote to both parties, and offered mediation. However, the landlord made…
202015295 Housing association
The landlord was found to have service failure for how it handled the resident's reports of repairs to a wet room. While it carried out initial inspections and repairs appropriately, it failed to properly consider and…
202012142 Housing association
The Ombudsman found that the landlord offered reasonable redress for its failure to resolve a recurrent bathroom leak and mould over approximately 20 months, and for its delay in recognising the resident's complaint.…
202007353 Housing association
The landlord was found to have service failure for not completing a repair to a communal door-closing mechanism after the resident reported it was still banging in April 2019, and for not treating the resident's…
202009401 Housing association
The Ombudsman found service failure by Metropolitan Housing Trust in the administration of a shared-ownership leaseholder's rent and service charge account, for failing to provide clear explanations of its statements…
202011840 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a leak and subsequent repairs, but identified service failure in the landlord's complaint handling due to significant delays at both…
202013128 Housing association
The Ombudsman found that the landlord offered reasonable redress for its excessive delay in investigating the resident's recurring drainage backflow issues (approx 14 months) and for its poor complaint handling,…
202010486 Housing association
The Ombudsman found no maladministration by Metropolitan Housing Trust in its handling of works to replace the resident's boiler. The landlord replaced the boiler within 15 days despite it not being its leasehold…
202104657 Housing association
The landlord misadvised the resident about his rent due to a system error, leading to arrears of around £4,000–£6,000. It acknowledged the error, apologised, offered £75 for time and trouble, froze the rent, and waived…
202014736 Housing association
The Ombudsman found maladministration by Metropolitan Housing Trust in its response to a leaseholder's complaint about her 2018/19 service charge. The landlord's response was significantly delayed, it failed to properly…
202014439 Housing association
The landlord delayed repairing a leak from a condensate pipe and failed to provide a timely final complaint response due to IT system issues. It acknowledged its failings, apologised, and offered £410 compensation,…
202010783 Housing association
The Ombudsman found that the landlord offered reasonable redress for its response to Covid-19 safety concerns (apology, liaison with contractor, £50 compensation) and missed/unannounced appointments (£20 compensation,…
202009961 Housing association
The landlord was found to have maladministration for taking too long to investigate and carry out repairs to the heating and hot water systems, failing to thoroughly investigate reports of tepid and chalky water, and…
202009464 Housing association
The Ombudsman found that the landlord made reasonable redress for its handling of kitchen repairs. The landlord responded to an emergency leak promptly and completed routine repairs within timescales, but failed to…
202102028 Housing association
The Ombudsman found that the landlord offered reasonable redress for its delayed response to the resident's garden alteration request (9 months) and its poor complaint handling (final response 79 days late). The…
202002912 Housing association
The landlord was found to have service failure for unreasonably delaying responses to the resident's service charge queries (taking over six months to provide a 2018/19 breakdown) and for poor complaint handling…
202100690 Housing association
The Ombudsman found service failure by the landlord for not awarding compensation for the inconvenience caused by poor bin store maintenance, but no maladministration for declining a management transfer (a discretionary…
202101822 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the garage was rented under a separate agreement and located away from the resident's home, so it did not adversely affect their occupation of…
202012807 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the resident was a freeholder with no landlord/tenant relationship with the landlord at the time the matter arose.
202100327 Housing association
The Ombudsman found maladministration in the landlord's response to vandalism and misuse of the resident's parking bay, service failure in its handling of repairs to the parking bollard (due to delays and poor…
202005851 Housing association
The landlord delayed repairs to a roof leak for over a year and a half, affecting the resident's use of a bedroom. Through Ombudsman mediation, the landlord agreed to pay £3,530 total compensation, which the resident…
202011850 Housing association
The landlord was found to have service failure for its handling of repairs to a communal lift (poor communication and failure to offer interim assistance to a disabled resident on the fourth floor) and for its handling…
202101346 Housing association
The Ombudsman found no maladministration by Metropolitan Housing Trust in its response to the resident's requests for window replacement and cyclical works. The landlord acknowledged it could not confirm historic access…
202009429 Housing association
The landlord was found to have service failure for not engaging with the resident's enquiries about planned cyclical decoration works for 18 months, and for a seven-month delay in responding to his escalated complaint.…
201912991 Housing association
The Ombudsman found that the landlord offered reasonable redress for its acknowledged failures in responding to the resident's reports about delays in cyclical works to the property. While there were issues with delays,…
202010666 Housing association
The Ombudsman found service failure by the landlord for not obtaining information about lift breakdowns to determine whether a service charge refund was due, causing prolonged delay. Service failure was also found for…
202003572 Housing association
The Ombudsman found service failure by the landlord regarding parking works notice, communal door repairs, service charge communications, and failure to provide window cleaning/lift maintenance schedules and respond to…
202010164 Housing association
The Ombudsman determined the complaint was outside its jurisdiction because the road maintenance issue did not affect the resident's ability to occupy their home, and the claim for vehicle damage costs could not be…
202004789 Housing association
The Ombudsman found service failure by Metropolitan Housing Trust in its response to a faulty boiler (delays, poor workmanship, missed appointments) and in its complaint handling (stage two response 139 working days…
202010100 Housing association
The landlord failed to detect that the resident's rent account had fallen into arrears due to a fault in its automatic monitoring system, causing the resident stress and inconvenience. The landlord acknowledged its…
201907476 Housing association
The landlord took nine months to permanently repair a leaking roof, exceeding its three-month policy, and mishandled the complaint by failing to escalate in time and taking over 14 months to complete its complaints…
201915499 Housing association
The landlord took almost a year to resolve a rodent infestation in a flat's wall cavity, with multiple missed appointments and a severely delayed stage two complaint response. However, it ultimately completed the works,…
202008511 Housing association
The Ombudsman found service failure by the landlord in its handling of the resident's requests for CCTV installation, reports of littering, and the formal complaint, due to poor communication and a 10-month delay in…
202004494 Housing association
The landlord took eight months to pay £400 compensation it had offered for poor complaint handling. Through Ombudsman mediation, the landlord paid an additional £250 and apologised, which the resident accepted,…
202004074 Housing association
The Ombudsman found no maladministration in the landlord's response to ASB noise reports, as it took appropriate steps including letters, mediation, and flooring assessments. However, the landlord's complaints handling…
202006931 Housing association
The Ombudsman found service failure in the landlord's handling of a boiler repair, where the contractor missed a leak during a visit, the resident was without heating and hot water for two weeks, and the landlord failed…
202006509 Housing association
The Ombudsman resolved the complaint through mediation after the resident disputed the amount of compensation offered for historical high electricity costs from older storage heaters. The landlord agreed to increase…
201817108 Housing association
The landlord was found to have service failure for not following its complaints procedure when responding to a report of a potential gas/CO leak. It failed to attend within its 4-hour target, sent an informal closure…
202005064 Housing association
The Ombudsman found service failure by the landlord for not treating a no-heating report as an emergency repair, ordering £50 compensation. No maladministration was found regarding the damp and mould response. The…
202000069 Housing association
The Ombudsman found no maladministration in the landlord's response to fire safety concerns or service charge queries, as the landlord complied with fire safety regulations, met with the resident, and reasonably…
202000692 Housing association
The landlord made an offer of redress following Ombudsman intervention, providing a schedule of works with timescales for cyclical decoration and communal area maintenance, which the resident accepted as a satisfactory…
202004538 Housing association
The landlord took 14-15 months to repair rotten patio doors and was slow to address damp and mould, missing multiple appointments. It acknowledged its failings, apologised, and offered £420 compensation. The Ombudsman…
201911461 Housing association
The Ombudsman found reasonable redress by the landlord regarding both the repair issues (leaks and damp unresolved for over 2 years) and complaint handling (stage two response delayed by over 2 years). The landlord…
202007488 Housing association
The Ombudsman found no maladministration by the landlord in its handling of reports that it removed vegetation from the resident's garden without permission. The landlord was entitled to trim overgrown vegetation…
201806741 Housing association
The Ombudsman found that the landlord offered reasonable redress for delays and communication failures in handling wet room repairs (delays from July 2018 to January 2019) and for poor complaint handling (17-month Stage…
202015484 Housing association
The landlord was found to have service failure for taking 7 months to replace a faulty communal door intercom system, leaving the resident unable to safely receive deliveries during the pandemic. The Ombudsman ordered…
202000400 Housing association
The Ombudsman found that the landlord offered reasonable redress for its response to reports of a shower not draining correctly and for its handling of the associated complaint. The landlord carried out multiple…
202002495 Housing association
Following a leak from the guttering, the resident complained about the landlord's response and the compensation offered. Through the Ombudsman's mediation process, the landlord agreed to increase compensation to £150…
202000359 Housing association
The landlord delayed replacing the resident's windows for up to four years beyond the initially promised timeframe, with poor communication and complaint handling throughout. The Ombudsman found reasonable redress…
201906814 Housing association
The Ombudsman found no maladministration regarding the property's condition at move-in, as no category one hazards were identified and the resident had viewed the property beforehand. However, service failure was found…
201905797 Housing association
The landlord was found to have service failure in its handling of reports of anti-social behaviour, having taken too long to act and failing to communicate effectively with the resident. Service failure was also found…
202009065 Housing association
The Ombudsman found maladministration in the landlord's handling of damp repairs (prolonged delay, temporary fixes only), cyclical maintenance (eight-year delay in planned works), and complaint handling (failure to…
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