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 71 published decisions.
Metropolitan Thames Valley Housing's maladministration rate (62%) is broadly in line with the average for housing association (64%) across published Ombudsman determinations.
202213422 Housing association
The landlord was found to have maladministration in its handling of the resident's reports of antisocial behaviour, including human waste and fly-tipping in communal areas, due to failures to carry out assessments,…
202128435 Housing association
The landlord was found to have maladministration for its handling of repairs to a faulty boiler, leaving the resident without heating and hot water for 31 days and failing to account for her vulnerabilities. Service…
202208682 Housing association
The Ombudsman found that the landlord's offer of £370 compensation for its handling of boiler repairs (disabled for two months) was reasonable redress, but identified service failure in the landlord's complaint handling…
202210199 Housing association
The Ombudsman found reasonable redress by the landlord in its handling of scaffolding left in the resident's garden for around seven months (July 2021 to March 2022), which collapsed due to poor installation, and in its…
202126055 Housing association
The landlord was found to have maladministration for taking an unreasonably long time (over 10 weeks) to arrange internal repairs after the resident reported damp and mould from a blocked external rain water pipe, and…
202203806 Housing association
The Ombudsman found reasonable redress in the landlord's handling of a loss of hot water (emergency response within 24 hours, alternative shower provided, temporary fix after 10 days, £20 offered), but service failure…
202204099 Housing association
The Ombudsman found that the landlord failed to communicate adequately with the resident about external works and scaffolding that blocked balcony access for around 20 months, and delayed its complaint responses.…
202123446 Housing association
The Ombudsman found maladministration in the landlord's response to the resident's reports of antisocial behaviour and fly tipping, as it failed to investigate adequately, keep records, or respond to multiple reports…
202122002 Housing association
The landlord was found to have service failure for its handling of repairs to the resident's hot water system over Christmas 2021, including missed emergency appointments and failing to adequately recognise the…
202102620 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing regarding the installation of a new kitchen, including a disconnected cooker and unresolved washing machine issues, and further service failure…
202111583 Housing association
The landlord was found to have maladministration for incorrectly advising an intermediate rent tenant she could join the transfer scheme, allowing her to bid on and accept a three-bedroom property, then withdrawing the…
202119152 Housing association
The landlord was found to have a service failure in its response to the resident's loss of heating and hot water. It attended late, took too long to complete the repair (29 days total, 11 working days beyond policy),…
202009673 Housing association
The landlord was found to have maladministration for its handling of a resident's report about a non-working communal fire alarm call unit, failing to act with urgency on a fire safety matter for over 10 months and not…
202206836 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing for its handling of a resident's request for a replacement front door, including poor communication about timescales and delays beyond the agreed…
202203723 Housing association
The landlord acknowledged delays and poor communication in replacing a faulty boiler, apologised, offered £350 compensation, and agreed to reimburse the resident's expenses. The Ombudsman determined this was reasonable…
202200415 Housing association
The landlord was found to have maladministration for taking seven months to replace a damaged front door, failing to communicate with the resident, and not consulting on the narrower replacement door. A service failure…
202109537 Housing association
Maladministration for failing to clarify the carpet was not included in the communal redecoration programme and failing to respond to update requests. Also maladministration for complaint handling delays and failure to…
202112107 Housing association
The Ombudsman found maladministration for the landlord's severely delayed response to cladding repairs (still outstanding 31 months after report), for failing to properly address the resident's concerns about asbestos…
202107518 Housing association
The Ombudsman found reasonable redress regarding the landlord's decision to outsource heating and hot water supply to a district heating network. While the landlord's communication was poor in some respects (failing to…
202001603 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing in its response to rubbish disposal issues on the estate. The landlord delayed progressing agreed works (bin store redesign and CCTV…
202107086 Housing association
The Ombudsman found no maladministration in the landlord's handling of a threatening incident report or the resident's transfer request, but found maladministration for unreasonable delays in repairing the communal…
202200447 Housing association
The Ombudsman found that the landlord offered reasonable redress to the resident regarding her reports of hot water being too hot. The landlord had attended promptly, proposed TMV installation, and offered £160…
202122065 Housing association
The landlord delayed repairing faulty TV aerial sockets (50 days vs 28-day target) but offered £90 compensation, which the Ombudsman found to be reasonable redress. However, complaint handling was a service failure: the…
202123112 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing in its handling of repairs following a bathroom flood and a subsequent leak under the bath. The landlord failed to address all aspects of the…
202126465 Housing association
The Ombudsman found maladministration for the landlord's failure to repair the resident's letterbox for nearly three years, and maladministration for its complaint handling due to excessive delays and failure to…
202005143 Housing association
The Ombudsman found maladministration in the landlord's handling of a leak repair (significant delay from August 2018 to August 2020, poor record keeping) and maladministration in its complaints handling (stage 1 took 7…
202117717 Housing association
The Ombudsman found that the landlord's offer of £200 compensation for its poor handling of heating and hot water repairs (3.5 weeks without heating in winter, poor communication) was reasonable redress. However, there…
202201003 Housing association
The landlord partially upheld the complaint about delays in repairing a roof leak and offered £25 for complaint handling failures. Following Ombudsman intervention, the landlord agreed to complete the outstanding…
202201700 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing in its response to a leaseholder's concerns about parking enforcement. The landlord delayed taking action on reported parking infringements, took…
202112817 Housing association
The Ombudsman found service failure because the landlord did not inform the resident of the outcome of its internal investigation into a staff conduct allegation. However, the landlord's offer of £150 compensation for…
202200206 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing for providing incomplete and inconsistent information to a leaseholder about service charge arrears letters. The landlord's system generated…
202125396 Housing association
The Ombudsman found no maladministration by the landlord. The landlord responded within its 24-hour emergency timescale to a power outage, which was caused by a lack of credit on a pre-pay meter rather than a repair…
202016783 Housing association
The Ombudsman found that the landlord's offer of redress (reimbursement of £150 and £30 compensation) resolved the pest infestation complaint satisfactorily. There was no maladministration regarding proofing works, as…
202009220 Housing association
The Ombudsman found service failure in the landlord's handling of repairs following a leak, due to poor communication, failure to progress works within policy timescales, and inadequate record keeping. However, the…
202009590 Housing association
The landlord gave incorrect information about when the resident's bathroom was due for renewal (stating 2030 instead of 2026). It acknowledged the error, apologised, provided correct information, and offered £100…
202122062 Housing association
The landlord was found to have maladministration for its handling of the resident's reports about rotting windows, taking from September 2020 to April 2021 to inspect and then failing to progress replacement. Service…
202017126 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request to privately arrange an EWS1 survey. The landlord's risk-based approach to fire safety inspections and its refusal to permit…
202005847 Housing association
The Ombudsman found maladministration by Metropolitan Thames Valley Housing for its response to a leaseholder's fire safety enquiries about cladding and EWS1 certification, due to contradictory information, inconsistent…
202017135 Housing association
The Ombudsman found no maladministration regarding the landlord's handling of ASB reports, a ceiling leak, communal washing facilities disrepair, bin collection issues, and the resident's relocation request. However,…
202109014 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's concerns about communal lift servicing. The landlord provided evidence of bi-monthly servicing and appropriately handled the one…
202106240 Housing association
The landlord was found to have maladministration for failing to address the resident's reports of low water pressure and kitchen repairs over many months, exceeding its repair timeframes and failing to complete works.…
202102425 Housing association
The landlord delayed repairs to the resident's external doors and windows from January 2021, with poor communication about pandemic-related delays. It acknowledged its failings, completed responsive repairs, and offered…
202009910 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing in its handling of the resident's reports of multiple repairs (kitchen tap, shower, beeping noise, airing cupboard roof, damp patches). The…
202103667 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing in how it handled remedial works to a resident's kitchen following a water leak from the property above. The landlord delayed completing repairs,…
202111953 Housing association
The Ombudsman found that the landlord's offer of £220 compensation for repair delays to the resident's immersion heater was reasonable redress, resolving the complaint satisfactorily. The landlord attended promptly to…
202115414 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing for delays in repairing the resident's toilet seat (taking from January to May 2021, with poor communication and failure to record…
202101131 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of repairs to a communal ventilation system (which took 655 days to complete) and for its poor complaint handling (including a 15-month…
202125391 Housing association
The landlord acknowledged delays in repairing the communal intercom and, following Ombudsman intervention, agreed to increase compensation to £250, which the resident accepted. The Ombudsman determined this resolved the…
202113818 Housing association
The landlord acknowledged delays in boiler repairs and offered £50 compensation. The resident was unhappy with the amount. Following Ombudsman intervention, the landlord increased the offer to £150, which the resident…
202115012 Housing association
The Ombudsman found maladministration by Metropolitan Thames Valley Housing for its handling of repairs (windows, toilet, lift, ventilation) and its complaint handling. The landlord delayed window repairs for over two…
202106427 Housing association
The landlord was found to have a service failure for its handling of a leaseholder's reports of no heating and hot water. It delayed 4 weeks restoring the system during winter, then gave inconsistent responses about…
202017229 Housing association
The Ombudsman found no maladministration in the landlord's handling of communal heating repairs. The landlord responded promptly to a December 2020 issue (which was within the resident's responsibility), and the March…
202015885 Housing association
The Ombudsman found service failure in the landlord's handling of the resident's request to succeed his late partner's assured tenancy. While the landlord was reasonable to request evidence, it failed to adequately…
202119888 Housing association
The landlord provided reasonable redress for its handling of a gas safety inspection (acknowledging the engineer's poor communication and offering £30 compensation), but there was service failure in its complaints…
202104837 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a leak and damp issue, acknowledging service failures in delays and communication and offering £100 compensation. The repair was…
202110558 Housing association
The Ombudsman found service failure by Metropolitan Thames Valley Housing in its handling of a resident's reports of anti-social behaviour, as it failed to follow its ASB policy, did not open an ASB case, and…
202105708 Housing association
The landlord was found to have maladministration for its handling of a resident's reports of a persistent leak following a bathroom installation, which went unresolved for over six months with poor communication and…
202118399 Housing association
The landlord's offer of redress following Ombudsman intervention resolved the complaint satisfactorily. The landlord agreed to carry out repairs including re-piping and installing a new bathroom, and to pay £4,313.74…
202111975 Housing association
The Ombudsman found that the landlord made an offer of reasonable redress prior to investigation, resolving the complaints satisfactorily. The landlord appropriately relocated the staff member involved in an alleged…
202108880 Housing association
The Ombudsman determined the complaint was outside its jurisdiction. The complaint about the level of rent and its enforceability cannot be considered under the Scheme, and the dispute about the legal relationship…
202105791 Housing association
The landlord delayed replacing the resident's front door following a burglary and provided poor communication. It acknowledged its failings, apologised, and offered £250 compensation, which the Ombudsman found to be…
202003059 Housing association
The Ombudsman determined that the complaint about the landlord's handling of guttering repairs was outside its jurisdiction because the resident contacted the Ombudsman more than 12 months after the landlord's final…
202015271 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's reports of antisocial behaviour. The landlord took reasonable steps including liaising with the police, employing a private…
202012607 Housing association
The landlord was found to have service failure for its response to window repairs and snagging reports, and for its complaint handling. The landlord delayed repairs for over 16 months before the formal complaint and a…
202106386 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of damp and mould reports from October 2020, accepting delays in completing repairs and in complaint handling, apologising and offering…
202105544 Housing association
The landlord delayed repairing the resident's boiler, leaving them without heating and hot water for over five weeks, with poor communication throughout. The Ombudsman found the landlord's offer of £275 compensation,…
201903124 Housing association
The landlord was found to have service failure for its response to a leak (it failed to take robust action against a third-party landlord whose property caused the leak, causing prolonged distress) and for its complaint…
202005113 Housing association
The Ombudsman found service failure in the landlord's response to a roof leak reported in June 2020, which took until October 2020 to resolve — approximately three months over the expected timescale. The landlord was…
202015908 Housing association
The Ombudsman found maladministration for the landlord's handling of damp and mould repairs, with significant delays from June 2019 to March 2021, poor communication, and inadequate support for a vulnerable resident.…
202009696 Housing association
The Ombudsman determined that the complaint about service charge apportionment and reasonableness was outside its jurisdiction, as it concerns lease interpretation and liability to pay service charges, which are matters…
202016312 Housing association
The landlord was found to have maladministration for its response to reports of a roof leak. Delays of around six months to complete repairs, poor communication, limited oversight of contractors, and a compensation…
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