Metropolitan Thames Valley Housing (MTV)

The landlord delayed responding to the resident's service charge queries and did not comply with its complaints policy (its stage 2 response was around two months late). It acknowledged these failings and offered a…

The Ombudsman found service failure in the landlord's handling of the resident's reports of pests, ordering it to apologise and pay £240 for the distress and inconvenience caused by its failure to complete proofing…

The Ombudsman found reasonable redress in the landlord's handling of the resident's rent account and the associated complaint. The landlord had set the resident's direct debit incorrectly causing arrears, apologised and…

Service failure was found in the landlord's response to communal lift repairs and in its complaint handling. The landlord generally met response times and maintained the lift, but failed to complete recommended repairs…

Maladministration found in the landlord's handling of the resident's reports of pest infestations: it failed to advise about claiming for damaged possessions, gave misleading communication about completion of works, and…

Maladministration was found in the landlord's handling of both the resident's reports of damage to the fire door (7-month delay in replacement and failure to investigate a fire safety concern) and the bathroom leak and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of antisocial behaviour due to poor communication, failure to explain how it would investigate staff conduct concerns, and…

No maladministration was found in the landlord's response to the resident's concerns about a move, as it followed its policies and processes. However, service failure was found in its response to related concerns about…

The Ombudsman found service failure in the landlord's handling of the front garden due to inconsistent and confusing communications about garden usage, though the compensation offered was reasonable. It found reasonable…

The landlord was found to have service failure in its response to reports of a leak (misclassifying an emergency communal leak as routine, causing worsening damage) and in its complaints handling (multiple unagreed…

The landlord took around two and a half years to resolve a roof leak, significantly outside its repair policy timescales, and failed to address the resident's damp and mould concerns or confirm responsibility. The…

The Ombudsman found service failure by the landlord in its response to leaseholders' queries about their 2021-2022 service charge actuals, as it failed to fully address several queries including attendance records,…

The landlord offered reasonable redress for its handling of a loss of hot water. It attended the same day, restored heating, and completed the boiler repair within a reasonable timescale. It offered £117 for repair…

The Ombudsman found reasonable redress in the landlord's handling of pest reports and repairs, as the landlord completed agreed actions within appropriate timescales and in line with policy, later offering £1,100…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about CCTV provision within the block, as it failed to clarify the scope of the complaint and did not respond to the resident's…

The landlord offered reasonable redress for its handling of the resident's concerns about subsidence and the complaint. It accepted service failings including delays and poor communication, apologised, and offered £460…

The Ombudsman found service failure in the landlord's handling of roof repairs due to communication failures, contractor changes and delays that left the resident's leak unresolved. It found reasonable redress for…

There was maladministration in the landlord's handling of building safety remedial works due to an unreasonable delay between March 2024 and January 2025 and poor communication. The landlord made a reasonable offer of…

The Ombudsman found maladministration in the landlord's handling of a leak from a communal pipe — it gave incorrect information about reporting repairs and about insurance, delayed a promised rent refund by around 8…

The Ombudsman found reasonable redress for the landlord's handling of fence repairs and complaint handling, but service failure for its handling of a recurring water leak. The landlord was ordered to apologise, arrange…

The Ombudsman found service failure by Metropolitan Thames Valley Housing regarding its handling of a resident's reports of a roof leak (completed 56 days after report, with inadequate communication and unexplained…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of flooding to her balcony and the subsequent repairs, taking around 16 months to resolve a blocked drainpipe, with poor…

The Ombudsman found maladministration in the landlord's handling of reports of damaged flooring following a boiler leak, due to delays, poor communication, failure to consider the resident's vulnerabilities and lack of…

The Ombudsman found maladministration in the landlord's response to kitchen sink waste pipe repairs due to poor appointment scheduling, unreliable record keeping and misinterpretation of the resident's request for a…

There was maladministration in the landlord's handling of the resident's request for a parking bay due to inconsistent information about her waiting list position and failure to consider her disability under the…

The Ombudsman found maladministration in the landlord's response to the resident's query about sinking fund payments, due to repeated failures to communicate and extensive delays over a 3-year period. It found…

There was maladministration in the landlord's handling of the resident's reports of ASB, including failures to follow its ASB policy, complete risk assessments, maintain contact, and consider legal action in a timely…

The Ombudsman found service failure in the landlord's handling of shower repairs, as it failed to identify the root cause (low water pressure) over a prolonged period despite multiple repairs and replacements. The…

The complaint about the level of the resident's personal heating charge was found outside jurisdiction. However, the Ombudsman found maladministration in the landlord's response to the resident's concerns, due to…

The Ombudsman found maladministration in the landlord's handling of communal lift repairs and maintenance, due to inadequate repair records, failure to identify when contractor escalation should have occurred, and…

There was maladministration in the landlord's handling of repairs and servicing of the MVHR system. The landlord took 145 days to replace the MVHR, exceeding its 90-day commitment, due to incorrectly assigning the…

The Ombudsman found no maladministration in the landlord's response to reports of ASB, as there was no evidence of ASB reported in the 12 months before the complaint and the landlord responded reasonably to the one…

No maladministration was found in the landlord's handling of the resident's requests to replace the kitchen, as it acted in line with its planned investment policy and correctly treated washing machine plumbing as an…

The Ombudsman found no maladministration in the landlord's handling of repairs to the conservatory and the garden (both covered by mutual exchange terms assigning responsibility to the resident), but found…

The Ombudsman found service failure in the landlord's handling of repairs to the communal entrance door and guttering, which were significantly overdue and left the resident chasing repairs for months. It found no…

The Ombudsman found maladministration in the landlord's handling of outstanding repairs to the home, including a long-running leak, damp and mould, and service failure in its handling of the resident's reports of no…

The Ombudsman found maladministration in the landlord's handling of the resident's service charge concerns and in its complaint handling. The landlord misapplied its complaints policy by treating all service charge…

The landlord offered redress for its handling of repairs to the cupboard door frame and hallway wall and for its handling of the complaint, which the Ombudsman found resolved the complaint satisfactorily, producing…

The Ombudsman found service failure in the landlord's handling of reports of noise disturbance (it did not follow its ASB policy, did not risk assess or produce an action plan, did not refer the resident to…

The landlord acknowledged an excessive delay of over 6 months in responding to the resident's service charge and reserve fund queries. Following Ombudsman intervention, the landlord agreed to provide access to reserve…

The Ombudsman found maladministration in how the landlord handled the resident's reports of ASB — it failed to follow its ASB policy, delayed progressing concerns with the Police and parking management company, delayed…

The Ombudsman found reasonable redress in the landlord's handling of the resident's reports of damp, mould and defective glazing, and in its complaint handling. The landlord responded appropriately to the initial…

The Ombudsman found maladministration in the landlord's response to the resident's reports of anti-social behaviour, including an unexplained nearly 11-month delay in opening an ASB case and communication that did not…

The Ombudsman found service failure in the landlord's handling of the installation of an electric fire at the resident's property, due to poor oversight, communication failures, record keeping failures, and a 320-day…

There was maladministration in the landlord's handling of a roof leak, which remained outstanding for nearly two years causing significant delay, distress and inconvenience. The landlord's complaint handling had long…

The Ombudsman determined the complaint about the landlord's handling of a mutual exchange application was outside its jurisdiction because the resident had not exhausted the landlord's internal complaints procedure and…

The Ombudsman found service failure in the landlord's handling of requests for information about service charges and in its complaint handling, and maladministration in its handling of the agreed refund and revision of…

The Ombudsman found service failure in the landlord's handling of reports of a leak, where the landlord failed to proactively communicate, report the leak to the water company at the earliest opportunity, monitor the…

The Ombudsman found maladministration in the landlord's handling of repairs following an April 2023 inspection (avoidable delays, inaccurate information and a failure to take responsibility or offer redress) and…

The Ombudsman found reasonable redress in relation to the condition of the property upon letting and the landlord's handling of associated repairs, and reasonable redress in relation to complaint handling. The property…

The Ombudsman found reasonable redress in the landlord's handling of the resident's request for service charge information and in its handling of the associated complaint, and made no orders. The landlord had…

The complaint concerned the landlord's administration of service charges. The Ombudsman found the complaint outside its jurisdiction because the resident owns the freehold and was not in a landlord and tenant…

The Ombudsman found service failure in the landlord's handling of a shared ownership leaseholder's request to make alterations (an orangery), because it took 216 working days to decide the application, well outside its…

The complaint about damage to the resident's grounds caused by scaffolding works was resolved with the Ombudsman's intervention. The landlord acknowledged and apologised for the contractor-caused damage, completed…

The Ombudsman found service failure in the landlord's handling of repairs, including a delayed kitchen window repair and failure to communicate a postponed window replacement programme. It found reasonable redress in…

The Ombudsman found service failure in the landlord's handling of repairs to the toilet flush and to the bedroom window, and reasonable redress in its handling of the resident's complaint. The landlord was ordered to…

The Ombudsman found reasonable redress for the landlord's handling of the communal intercom issue and its complaint handling, and service failure in its handling of damage to and security of the front and rear communal…

The Ombudsman found reasonable redress in the landlord's handling of the resident's loft insulation requests and the associated complaint, but maladministration in its handling of the immersion heater repairs, which…

The Ombudsman found service failure in the landlord's handling of the repairs/improvements communication, its handling of concerns about the conduct of staff and contractors, and its handling of reports of mice, and…

The Ombudsman found reasonable redress for the landlord's management of the rent account (an erroneously backdated rent increase was corrected by a credit and a £50 award) and for its handling of the complaint (admitted…

The landlord was found to have committed maladministration both in its response to the resident's service charge queries — which remained outstanding for around nine months despite a published 20-working-day timescale —…

The Ombudsman found maladministration in the landlord's response to the resident's concerns about a roof leak: it acted reasonably initially but failed to meet its own deadlines, had unreasonable delays completing…

The Ombudsman found maladministration in the landlord's response to the resident's reports of front door repairs and kitchen worktop damage (caused during planned works) and in its handling of the associated complaint.…

The Ombudsman found maladministration in the landlord's response to a roof leak and subsequent repairs (failure to carry out emergency repairs when appropriate, to enact a lasting repair, to carry out a structural…

The landlord was found responsible for service failure in its response to the resident's reports of damp and mould, having acted too slowly and communicated poorly over a lengthy period, so it was ordered to pay a…

The Ombudsman found reasonable redress in the landlord's handling of a leaseholder's request to install an electric vehicle (EV) charging point, and in its handling of the associated complaint. The landlord failed to…

The Ombudsman found reasonable redress on both the landlord's handling of a faulty mechanical ventilation (MEV) unit and its handling of the complaint. The landlord had acknowledged its failings, apologised, reimbursed…

The Ombudsman found service failure in the landlord's handling of repair and maintenance issues outstanding from an action plan ordered in a previous determination, and service failure in its complaint handling. The…

The Ombudsman found maladministration in the landlord's response to the leaseholder's service charge queries and concerns, as it did not fully address his core complaint through its complaints process, showed a lack of…

The landlord was found to have maladministration in its response to reports of noise transference: it could not evidence that it acted promptly, that agreed investigations (a joint inspection) were completed, or that it…

There was service failure in the landlord's handling of the resident's reports of damp and mould, including inadequate communication with the developer and the resident, and it offered reasonable redress for its…

The Ombudsman found service failure in the landlord's response to the resident's reports of leaks and associated repairs, including delays in completing the repairs, failure to act on a recommendation to replace the…

There was maladministration in the landlord's handling of the resident's reports of repair issues, including damp and mould, over a five-year period; the £1,000 offered was not proportionate, so the Ombudsman ordered a…

The complaint, about the landlord's handling of a leak into the property, was resolved following the Ombudsman's intervention. The landlord agreed to apologise and pay £960 compensation for its failure to repair the…

The Ombudsman found maladministration in the landlord's handling of window repairs and replacement works (it could not evidence it progressed replacement after a February 2023 inspection confirmed repairs were no longer…

The Ombudsman found maladministration in the landlord's handling of the resident's report of water ingress through the window (including a 6-month delay in allocating the query and a failure to carry out an up-close…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about draughts and noise following replacement of windows and door (poor record keeping and a failure to respond promptly before…

The Ombudsman found maladministration in the landlord's response to reports of a leak into the resident's kitchen and to his kitchen light not working, and service failure in its complaint handling. It ordered the…

The landlord's handling of the resident's reports of a roof leak causing water damage was maladministration: it failed to effectively monitor the developer's repair progress and communicate with the resident over…

The Ombudsman found maladministration in the landlord's handling of leaks and the associated repairs (delays in inspecting, failure to consider household vulnerabilities sooner, and failure to complete an agreed mould…

The landlord was found to have maladministration for its handling of a leak in the living room and associated damp. It took nearly a year to complete internal works and failed to confirm a permanent solution to the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of repairs (roof/guttering leak, front door and kitchen), citing poor record keeping, failure to inspect internally about…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of noise from a neighbouring property, and no maladministration in its response to reports of ASB by the resident. However,…

The Ombudsman found maladministration in the landlord's handling of leaks, damp and mould in the resident's property and in its complaint handling. It ordered the landlord to apologise, pay £795 in compensation…

The Ombudsman found maladministration in the landlord's handling of the leaseholder's reports of a leaking roof and the associated damp and mould, and found the landlord made a reasonable offer of redress in its…

The Ombudsman found maladministration in the landlord's response to communal lift repairs, citing a delay in raising a follow-on repair, poor communication during the prolonged lift outages, poor record keeping, and…

The Ombudsman found reasonable redress in the landlord's handling of the resident's concerns about his allocated parking space and parking management, and in its complaint handling. It found the total £700 compensation…

The Ombudsman found maladministration in the landlord's handling of damp and mould and associated repairs, where a report in September 2023 was not inspected until June 2024 and repairs remained outstanding until…

The Ombudsman found reasonable redress in the landlord's response to damage to the resident's personal property and contractor conduct during a temporary move for fire safety works, as its actions were broadly…

The Ombudsman found service failure in the landlord's handling of the resident's reports of damp and mould, as it did not carry out sufficient investigations into the cause, inspected only one of the two affected…

The Ombudsman found the resident's complaint about repairs to external cladding was outside its jurisdiction because it had not been escalated to stage 2 of the landlord's procedure. It found the landlord's offer of…

The Ombudsman found service failure in the landlord's response to leaseholders' requests for information about cyclical works to their building, including unanswered correspondence, provision of the specification rather…

Service failure was found in the landlord's handling of the resident's reports of damp and mould because it failed to reimburse decant costs and respond to claims for damaged possessions, and service failure in its…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould caused by an internal leak and the associated repairs, and maladministration in its complaint handling and the…

The complaint concerned the landlord's handling of a repair to the resident's front door and the associated complaint. Following the Ombudsman's intervention the landlord offered a total of £605 (including £250 toward…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of ASB and her request for rehousing. Several issues (repairs while temporarily moved out, heating cost reimbursement,…

The Ombudsman found service failure in the landlord's handling of a window repair (delays, poor communication and failure to meet its promised timescales) and service failure in its handling of the associated complaint.…

The Ombudsman found maladministration in the landlord's handling of a kitchen renewal, which took 7 months instead of 10 working days, resulted in less storage, and failed to consider the resident's mobility needs.…

The landlord was found to have a service failure for not fully addressing the resident's requests about increased utility costs and damp and mould concerns during the heating/hot water repairs process, though its…

The Ombudsman found maladministration in the landlord's handling of the resident's repair reports (multiple and prolonged delays, including a 7-month delay addressing a bedroom leak, a delayed timber window replacement,…

The Ombudsman found no maladministration in the landlord's handling of the resident's damp and mould reports, its handling of the request for compensation for damaged decorations, or its handling of the associated…

The Ombudsman found maladministration in the landlord's handling of boiler repairs (delay in restoring hot water, missed appointment and delay ordering parts, without acknowledging the resident's vulnerabilities) and…

The resident, a leaseholder, complained about the landlord's handling of her report that the bin store signs incorrectly told residents not to put cardboard in the bins. The Ombudsman found service failure because the…

The Ombudsman found service failure in the landlord's communication about kitchen, bathroom, window and door replacements (misleading information and failure to manage expectations), but reasonable redress for its…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, citing repeated delays in carrying out inspections and works, a missed surveyor appointment, a failure to…

The complaint concerned the landlord's handling of the resident's request to be reimbursed for costs incurred after a sewage leak. Following the Ombudsman's intervention, the landlord offered redress that satisfactorily…

The Ombudsman found maladministration in the landlord's handling of repairs, including delays in scheduling, monitoring and completing works, poor record-keeping, failure to manage expectations, and failures in the…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould and associated repairs, citing delays, poor communication, and a failure to investiged the resident's account…

The Ombudsman found maladministration in the landlord's handling of a housing transfer application on medical grounds (unreasonable delay in arranging a welfare panel, poor record keeping and failure to consider…

The Ombudsman found service failure in the landlord's response to the resident's reports of low water pressure at the bathroom shower head, because it did not clearly explain at the earliest opportunity that it had no…

The Ombudsman found maladministration in the landlord's response to a leak into the resident's property and its handling of remedial works, and in its response to a leaking bathroom tap and the resident's request for…

The Ombudsman found maladministration in the landlord's handling of reports of water ingress (delays, failure to diagnose or repair the roof, and failure to consider the resident's vulnerabilities) and maladministration…

The Ombudsman found service failure in the landlord's response to the resident's reports of a leak (including its handling of the resulting flooring damage) and in its complaint handling, as it did not resolve the…

The Ombudsman found maladministration in the landlord's handling of a pest infestation. The landlord failed to hold its managing agent to account for pest control responsibilities, gave conflicting messages due to poor…

The complaint concerned the landlord's response to reports of antisocial behaviour (ASB). The Ombudsman found maladministration: the landlord failed to respond to the resident's June 2024 report, delayed responding to…

The Ombudsman found service failure in the landlord's handling of the resident's reports of defective guttering causing rainwater to leak into the property, because it did not adequately address the resident's report…

The Ombudsman found maladministration in the landlord's response to reports about cold temperatures and a leak from the bedroom skylight window, ordering £700 compensation and an independent heat loss survey. It found…

The resident complained about the landlord's communication regarding rent arrears, its response to reports about the property's condition at the start of the tenancy, and its handling of concerns about staff conduct.…

The Ombudsman found reasonable redress in the landlord's handling of repeated boiler breakdowns (it attended promptly, replaced the boiler and awarded £285 compensation), but service failure in its handling of the…

The Ombudsman found no maladministration in the landlord's response to reports of water leaks in the resident's temporary property, as it prioritised the repair and completed it within a reasonable timeframe despite…

The Ombudsman found service failure in the landlord's handling of repairs to the boiler, the new boiler installation and compensation levels, and a further service failure in its handling of the associated complaint.…

The Ombudsman found maladministration in the landlord's handling of the leaseholder's reports of water ingress from the communal loft, and maladministration in its handling of reports of suspected water ingress from the…

The complaint concerned the landlord's handling of requests for garden works, including a rear boundary fence and gate, and the associated complaint. The Ombudsman found the landlord had offered redress prior to…

The Ombudsman found maladministration in the landlord's handling of repairs to resolve a water leak, which persisted for around 50 weeks with multiple failings including delay, unclear communication, poor record-keeping…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour (ASB), concluding it acted in line with its ASB policy, worked closely with the police and gathered…

The Ombudsman found service failure in the landlord's handling of the leaseholder's concerns about the validity of the fire risk assessment and the proposed communal fire alarm system: it failed to notify him of access…

The Ombudsman found service failure in the landlord's handling of a leak into the resident's top-floor leasehold flat (a roof repair that took around 12 months and was only appropriately compensated after the resident…

The Ombudsman found service failure in the landlord's response to a shared owner's request to remove a communal garden retaining wall built from creosote-treated timber. It found the landlord communicated poorly and…

The Ombudsman found maladministration in the landlord's handling of a bathroom leak and resulting flooring damage, in its record keeping, and in its complaint handling, ordering £350 compensation, an apology, staff…

The Ombudsman found maladministration in the landlord's handling of the resident's reports about the miscalculation of the service charge and requests for service charge account information. It ordered the landlord to…

The Ombudsman found reasonable redress in the landlord's handling of the resident's request to replace her kitchen and bathroom (it offered £50 for poor communication about the inspection outcome), but maladministration…

The Ombudsman found maladministration in the landlord's handling of reports about the toilet overflowing and flooding the bathroom. The landlord failed to treat the recurring blockages as emergency repairs as its policy…

The complaint concerned the landlord's handling of repeated water leaks from the flat above and resulting damage to the resident's property, damage to his possessions, and the complaint itself. The Ombudsman found…

The Ombudsman found service failure in the landlord's handling of the resident's reports of roof leaks and associated repairs, citing poor communication, incorrect information and a four-month delay in finding an…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of leaks that caused damage, damp and mould, and in its complaint handling and level of compensation offered. It found service…

The complaint concerned the landlord's handling of the sale and handover of the resident's new build shared-ownership property. The Ombudsman found service failure because the landlord delayed completing required fire…

The complaint concerned the landlord's communication during the shared-ownership sales process for the resident's property, plus its complaint handling. The Ombudsman found no maladministration in the sales-process…

The Ombudsman found maladministration in the landlord's handling of repairs to address damp and mould concerns and maladministration in its complaint handling. Repairs to strengthen walls and refit radiators were…

The Ombudsman found the landlord's pre-investigation offer of redress (£300 for the lift support failures and £100 for complaint handling) resolved the complaints about support during the lift outage and the associated…

The Ombudsman found the landlord offered reasonable redress, prior to investigation, for its handling of the resident's reported bathroom leak (leak 2): the "make safe" visit was 12 days after the report (outside its…

The Ombudsman found service failure in the landlord's response to concerns that the cooker was damaged during refurbishment works and in its handling of the loss of heating following a gas leak, and maladministration in…

The Ombudsman found maladministration in the landlord's handling of the leaseholder's request for information and documentation relating to her service charge (2021-22), and service failure in its handling of the…

The complaint about the level of service charges was outside the Ombudsman's jurisdiction (Scheme paragraph 42(d)), as that is a matter for the First-tier Tribunal. The Ombudsman found the landlord had offered…

The Ombudsman found no maladministration in the landlord's refusal to reimburse the resident's repair costs and no maladministration in its complaint handling. However, it found service failure in the landlord's…

The landlord's handling of the resident's damp and mould reports — including a significant delay in completing an inspection after failing to arrange an alternative operative — was resolved by its apology and £225 offer…

The Ombudsman determined the complaint about the landlord's handling of damp and mould without proceeding to a full investigation, because the landlord made an offer of redress following the Ombudsman's intervention…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp, mould and associated repairs, due to delays and failures to complete works it had committed to, and ordered it to…

The Ombudsman found service failure in the landlord's response to the resident's reports of a roof leak, its handling of the associated complaint, and its record keeping. It ordered the landlord to apologise and pay…

The Ombudsman found maladministration in the landlord's handling of remedial bathroom repairs following a leak, citing poor record keeping, poor workmanship and failure to complete the initial repairs within its repairs…

The resident, a leaseholder, complained about the landlord's handling of repairs to a communal door lock and of an ASB case with associated reports. The Ombudsman found no maladministration in the door lock repairs…

The Ombudsman found severe maladministration in the landlord's handling of the resident's rent account following a succession, and maladministration in its complaint handling, ordering a chief executive apology, £2,000…

The landlord failed to adjust the resident's direct debit on three occasions, causing substantial rent/service charge arrears through no fault of the resident, and failed to send the August 2021 notification of…

The Ombudsman found maladministration in the landlord's handling of repairs to the building's communal windows and doors (delayed completion and particularly poor communication over an extended period) and…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of draughts in the property (inadequate communication, poor record keeping, failure to meet repair timescales, taking 12 months…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's service charge queries — it apportioned charges using a "weighted beds" method rather than the fixed percentage in the lease, wrongly…

The Ombudsman found maladministration in the landlord's handling of front door repairs and in its complaint handling, ordering an apology, confirmation on door replacement, and reoffer of £1300 compensation.

Maladministration found in handling of staff conduct complaint, ASB reports, gas safety check, and complaint handling (stage 2 delay). No maladministration on CCTV, welfare, NOSP, planned works, missing letter, or 2005…

The Ombudsman found maladministration in the landlord's handling of a leak, including related mould, and maladministration in its complaint handling, including compensation. The landlord failed to keep adequate records,…

The Ombudsman found service failure in the landlord's handling of reports about communal lights wired to the resident's electricity meter, due to poor communication about reimbursement and failure to manage…

The Ombudsman found service failure in the landlord's handling of the resident's reports about a communal door and in its complaint handling, and found reasonable redress for its handling of the resident's front…

The Ombudsman found maladministration in the landlord's handling of a former leaseholder's request for a pro-rata service charge refund following the sale of his property. Poor record keeping and a change in systems…

The Ombudsman found service failure in the landlord's handling of repairs to the resident's boiler and radiator, where a total loss of heating and hot water across two periods in winter left the home without a fully…

The landlord delayed providing the management pack during the resident's shared ownership sale (taking 4 months 3 weeks against its stated 2-week aim) and its stage 1 complaint response was also delayed. It upheld the…

The Ombudsman found maladministration in the landlord's handling of the resident's antisocial behaviour (noise) reports. The landlord took too long to respond, failed to keep the resident updated in line with its ASB…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about a window repair appointment, in its handling of the complaint, and in its record keeping. The landlord could not…

The Ombudsman determined that the complaint about the level and increase of service charges is outside jurisdiction (paragraph 42d of the Scheme). It found reasonable redress in the landlord's handling of requests for…

The Ombudsman found maladministration in the landlord's response to the resident's reports of a leak (it did not act within its emergency repairs timescales, failed to properly investigate or document the source, did…

The landlord failed to provide the rent account breakdown the resident repeatedly requested and delayed its stage 2 complaint response. It acknowledged and apologised for these failures and offered £400 compensation,…

The Ombudsman found service failure in the landlord's handling of a boiler repair. The landlord wrongly told the resident its contractor would attend the same day she reported the repair and should have inspected the…

The Ombudsman found maladministration in the landlord's handling of repairs to a back door, window and water leak — including a 16-month delay replacing the door, an unattended leak causing mould and damage, missed…

The Ombudsman found maladministration in the landlord's handling of the resident's service charge account queries, as it delayed its responses and failed to sufficiently answer several queries (about the total charge,…

The landlord failed to log the resident's shower repair as an emergency despite her having no other bathing facilities, then had further delays and showed it had not learnt from the complaint, leaving her without a…

The Ombudsman found maladministration in the landlord's handling of a proposed broadband cabling wayleave request, because it failed to respond to the provider's and resident's communications, causing a delay of almost…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's report of storm damage to the communal roof, which took about six months to repair and was not inspected within its policy timescales,…

The Ombudsman found maladministration in Metropolitan Thames Valley Housing's handling of a kitchen installation, which took around four months rather than the promised 10 working days, leaving the resident without…

The Ombudsman found service failure in the landlord's response to reports of a lack of heating and hot water (a boiler condemned in late September 2022 left the resident without heating/hot water for almost 50 days,…

The landlord failed to appropriately handle an emergency total loss of heating, misdirecting the resident to the wrong contractor, delaying the repair by 4 days without temporary heating or updates, and not considering…

The Ombudsman found maladministration in the landlord's handling of repairs to the communal door entry system, due to lengthy delays and poor internal and resident communication, and found reasonable redress in relation…

The Ombudsman found maladministration in both the length of time the landlord took to carry out an intrusive survey and provide an EWS1 form (including unclear timescales, inconsistent communication and missed…

The Ombudsman found service failure in the landlord's handling of snagging issues (cooker hob and splashback), and reasonable redress for the information given about loft boarding and for the front and back door…

The Ombudsman found service failure in the landlord's response to the resident's concerns about staff behaviour because it failed to interview witnesses or provide a copy of the letter it referred to, ordering £50…

The Ombudsman found the landlord offered reasonable redress for a missed appointment, but maladministration in its handling of the resident's reports of kitchen repairs and pest concerns, and of repairs to the front and…

The complaint concerned the landlord's handling of the resident's requests for additional support and a report of staff conduct. Following the Ombudsman's intervention, the landlord offered a further £750 compensation…

The Ombudsman found maladministration in the landlord's response to the resident's reports that he could not access his garage and that its contractors had damaged it, and maladministration in its handling of the…

The Ombudsman found maladministration in the landlord's response to reports of faulty communal stairway lighting (delays, cancelled works order, failing to identify the managing agent's responsibility and misleading the…

The Ombudsman found maladministration in the landlord's response to a leaseholder's query about a 2021-22 service charge increase, as it failed to explain why the deficit had occurred and did not effectively put things…

The Ombudsman found maladministration in the landlord's handling of a leak into the communal area and communal decorative works. It completed the original roof repair and a reattendance outside its repairs policy…

The Ombudsman found maladministration in the landlord's handling of the resident's Section 22 request for information about his service charge (significant delays and poor communication, with the resident waiting 246…

The Ombudsman found maladministration in the landlord's year-long handling of recurring drain blockages affecting a registered-blind resident, and service failure in its complaint handling, ordering total compensation…

The landlord's handling of the resident's damp and mould reports amounted to maladministration: it wrongly closed her first report (described as an error) and then delayed arranging an inspection, though it completed…

The landlord's handling of a leaseholder's report of a water leak from balcony joints amounted to service failure: it did not act on its operative's recommendation to raise and waterproof the decking, carried out only a…

The Ombudsman found service failure in the landlord's handling of a former resident's tenancy end date and rent refund, with prolonged delays and poor communication over a mental-health-affected resident's finances, but…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of damp and mould, including failure to inspect or treat mould after initial reports, delayed inspection, an aborted mould wash…

Following a sewage flood, a family with an autistic child was decanted to temporary accommodation, including short-notice moves and an underpaid meal allowance. The Ombudsman found no maladministration in the flood…

The Ombudsman did not investigate boiler repairs (not yet complained about), found no maladministration over the hot water cylinder, but found maladministration in the landlord's handling of damp and mould repairs and…

The complaint concerned the landlord's handling of the resident's concerns about a staff member's conduct during a phone call about bulk rubbish, plus its complaint handling. The Ombudsman found service failure on both…

The Ombudsman determined the resident's request for a service charge refund (the lighting element) fell outside its jurisdiction under paragraph 42.d of the Scheme. On the faulty communal lighting repair, it found the…

The Ombudsman found maladministration in the landlord's handling of reports that the drain servicing the ground floor toilet was blocked, with unreasonable and avoidable delays leaving the resident without a fully…

The Ombudsman found service failure in the landlord's handling of a service charge dispute, as it failed to provide timely responses to the resident's questions and left some concerns outstanding. The landlord's…

The Ombudsman found maladministration in the landlord's response to a shared ownership leaseholder's concerns about selling her property, as it failed to clearly explain the EWS1 process and its leak repairs, and…

The Ombudsman found maladministration in the landlord's handling of the resident's arrears dispute and in its complaint handling, due to inappropriate communication, failure to recognise the complaint, and significant…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of ASB/noise from a neighbour (delays in carrying out a risk assessment, preparing an action plan, contacting its leasehold team…

The Ombudsman found maladministration in the landlord's handling of responsive repairs following a leak, including a nearly two-year delay in satisfactory redecoration and a failure to assess reported damp, and in its…

MTV was found to have committed maladministration in its handling of the resident's request for information about his rent and service charge (delays, poor communication, and an unresolved query about a rent account…

The Ombudsman found service failure in the landlord's handling of reports of a communal leak causing damp, graffiti on the communal glass, and the response to a request for an update on the communal maintenance…

The Ombudsman found maladministration in the landlord's handling of structural wall repairs and the associated complaint, ordering a face-to-face meeting and £400 compensation, less £125 previously offered.

The Ombudsman found maladministration in the landlord's handling of reports of a leak in the loft and damp and mould (including delay resolving the leak, failure to check the roof, and a significant failure to install…

The Ombudsman found severe maladministration in the landlord's handling of the resident's Section 22 request for service charge information, due to significant delays (around 11 months for each request) and poor…

The Ombudsman found maladministration in the landlord's handling of repairs to the intercom system, which was not completed within its 90-day policy timescale and took nearly 11 months, alongside inaccurate records and…

The Ombudsman found maladministration in the landlord's handling of intercom repairs (94 working days to complete against a 20-working-day policy target, with multiple failed appointments and inadequate contractor…

The Ombudsman found maladministration in the landlord's handling of the resident's service charge complaint. It identified delayed complaint responses at stage 1 (65 working days) and stage 2 (56 working days), a missed…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a squirrel infestation and the associated roof repair: it failed to act on its contractor's advice about a roof defect that…

The Ombudsman found maladministration in the landlord's handling of the resident's requests to remove a tree near her garden, its handling of replacement fence panels, and its handling of her complaint. It ordered a…

The Ombudsman found maladministration in the landlord's response to the resident's reports of repairs relating to damp and mould in the kitchen and a leak from the shower, maladministration in its record keeping, and…

The Ombudsman found maladministration in the landlord's handling of the resident's requests for window repairs, due to failures in communication and delay, and ordered it to apologise and pay £350 in total compensation.…

The Ombudsman found maladministration in the landlord's handling of repairs to the communal intercom system, which took around 180 days to fix against a 20-working-day policy target, with inadequate updates, poor…

The Ombudsman found severe maladministration in the landlord's handling of ventilation unit repairs and associated damp and mould, maladministration in balcony door repairs and record keeping, service failure in…

The landlord mishandled the resident leaseholder's reports of an intermittent leak from the flat above, taking around a year to recognise its responsibility to act and allowing the leak to continue for 18 months. Its…

The Ombudsman found service failure in the landlord's handling of repairs to the resident's back door, garden fence and back gate, where repairs took well beyond policy timescales and the landlord missed several…

The Ombudsman found no maladministration in the landlord's handling of a leak from the resident's boiler shortly after the tenancy began, as contractors attended and resolved the leak within its repair timeframes and…

The Ombudsman found maladministration in the landlord's handling of a reported leak causing water ingress, its record keeping, and its complaint handling. The landlord failed to maintain adequate records of managing…

The Ombudsman found maladministration in the landlord's response to reports of disrepair to communal stairs, which it failed to treat as an urgent trip hazard within its own repairs timescales and did not resolve for a…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of a dislodged soil pipe vent cover (following a blocked toilet repair), cracked plaster and damp. It took 83 days longer than…

The Ombudsman found maladministration in the landlord's handling of a delayed decant payment, where subsistence/food payments to a resident in temporary hotel accommodation were not reimbursed for around four months. It…

The Ombudsman found maladministration in the landlord's response to leaks, damp, and mould, with repairs taking nearly 6 months against a 3-month policy timescale, incorrect reimbursement information, and a complete…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about replacement of doors and windows, and in its handling of the associated formal complaint. The landlord failed to treat the…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould in the kitchen and living room, in its complaint handling, and in its handling of the resident's vulnerabilities, plus…

The landlord gave the resident incorrect and conflicting information about her right to assign her tenancy to her son, took 19 months to complete the assignment, and failed to communicate effectively. The Ombudsman…

The Ombudsman found service failure in the landlord's handling of the resident's reports of no heating and hot water, where the resident was without a main source of heating and hot water for over two months and the…

The Ombudsman found service failure in the landlord's handling of repairs to a missing bin store lock (taking 18 months to correctly raise the repair) and to the car park gate (a further repair taking 4 months), no…

The Ombudsman found maladministration in the landlord's handling of communal lift repairs at the resident's building and its resulting support for her. It incorrectly treated the only-lift breakdown as a routine repair…

MTV was found to have committed a service failure in its handling of the resident's request to remove a water butt from the property's garden, having failed to respond to or record the resident's stated vulnerabilities…

The Ombudsman found service failure in the landlord's handling of reports of a fault to the property's ventilation system (fans blowing air in rather than extracting) and in its handling of the resident's complaint. It…

The Ombudsman found maladministration in the landlord's handling of repairs to the communal lift (repeated equipment failures not identified as a recurring fault, an 8-month delay to a lasting repair, and a 9-month…

The Ombudsman found maladministration in the landlord's management of roof repairs and communication with the leaseholder: it failed to keep the resident informed about progress (including scaffolding delays), did not…

The Ombudsman found a service failure in the landlord's response to concerns about the condition of the windows, finding the £150 redress offered was not proportionate and ordering an additional £200. It found…

The Ombudsman found service failure in the landlord's handling of the resident's concerns about the suitability of decant accommodation and in its complaint handling, ordering an apology and £200 compensation.

The Ombudsman found service failure across all four complaint heads: the landlord's handling of security/CCTV/ASB concerns, communal repairs and maintenance, service charge queries, and the associated complaint. It…

The Ombudsman found maladministration in the landlord's handling of cyclical redecoration and maintenance (no works completed for 12 years, far exceeding its 6-year policy, with poor communication) and maladministration…

The Ombudsman found maladministration in the landlord's handling of reports of damp and mould — it did not follow its own damp and mould policy, did not investigate underlying causes such as possible rainwater…

The Ombudsman found maladministration in the landlord's handling of works to replace the resident's front entrance door (delay, poor record keeping, failure to consider fire safety requirements, health needs and…

The Ombudsman found no maladministration in the landlord's handling of a repair request or its communication with the resident, but service failure in its complaint handling, ordering £100 compensation.

The Ombudsman found maladministration in the landlord's handling of the resident's damp and mould reports, as it failed to resolve them within its repairs policy timescales, provided no evidence of the completed or…

The Ombudsman found maladministration in the landlord's handling of repairs (6-month delay completing leak repairs, leaving resident without a smoke alarm for 8 months), handling of ASB reports (poor record-keeping, no…

The Ombudsman found maladministration in the landlord's handling of window and door repairs, its complaint handling, and its record keeping, plus service failure over a fence and streetlight repair, ordering £1,090…

The Ombudsman found maladministration in the landlord's handling of the resident's rehousing requests (over 2-year delay in considering medical evidence for banding) and handling of ASB reports (failure to respond,…

The landlord raised the wrong works order (plastering instead of decorating the living room and bedroom ceilings) following a leak, and required a disclaimer before its contractor would move furniture. The Ombudsman…

The Ombudsman found service failure in the landlord's handling of both reports of ASB about the resident (including a tenancy warning and plant pot hazard) and the resident's own ASB reports about his neighbour, due to…

The Ombudsman found no maladministration in the landlord's assistance during the decant and transfer process after a major fire, finding its actions around temporary accommodation, storage and rehousing were fair and…

The Ombudsman found maladministration in the landlord's handling of a lift repair, ASB reports in a communal bin shed, and complaint handling, ordering £850 compensation; the window repair complaint was resolved by the…

The Ombudsman found service failure where the landlord did not properly apply its compensation policy for time and trouble following a missed repair appointment, ordering £71 total compensation. A related complaint…

The Ombudsman found maladministration in the landlord's handling of kitchen repairs, its handling of the resident's kitchen renewal request, and its complaint handling, plus service failure in its record keeping,…

The Ombudsman found maladministration in the landlord's response to the resident's reports of water ingress from the roof (the repair took 16 months), severe maladministration in its complaint handling, and…

The Ombudsman found maladministration in the landlord's handling of a leak and resulting damp and mould in a communal area, and in its complaint handling, ordering £710 compensation and a service review.

The landlord failed, before and during the complaints process, to properly address the former leaseholder's requests for a refund of service charge credit, leaving him for around six months expecting a refund he was not…

The Ombudsman found maladministration in the landlord's handling of repairs to the property following a fire, including damp-related repairs, due to unreasonable delays, poor record keeping, failure to identify required…

The Ombudsman found service failure over a heating leak repair, reasonable redress over investigation of contractor conduct, and maladministration over handling of a damaged flooring claim, ordering £300 further…

The Ombudsman determined the complaint about the landlord's handling of a service charge credit during the conveyancing process was outside its jurisdiction, as it relates to retentions between solicitors which is more…

The Ombudsman found maladministration in the landlord's over 2-year delay installing a disabled parking bay and in its complaint handling, and service failure in its response to ASB reports, ordering £500 compensation…

The Ombudsman found reasonable redress in the landlord's handling of the resident's request for window replacement and its complaint handling. The landlord delayed inspecting the windows for nearly a year but then…

The Ombudsman found service failure in the landlord's handling of a bathroom leak and in its complaint handling, ordering total compensation of £1,080, an apology, and a survey of both the resident's and neighbour's…

The Ombudsman found maladministration in the landlord's handling of a heating and hot water loss because a 7-day delay arose from contractor staff being on leave and the resident was not offered a temporary heater in…

The Ombudsman found maladministration in the landlord's handling of noise transference and ventilation issues, ordering a further £600 on top of £1,600 already offered; its complaint handling redress offer was deemed to…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for its handling of a fire in the communal bin store, because it failed to hold the leaseholder to account for fire safety repairs and could…

The Ombudsman found maladministration in the landlord's handling of the resident's reports of repeated leaks into the property, which remained unresolved over a 17-month period within the investigation's scope, and…

The landlord was found to have maladministration for its handling of a shared-ownership resident's reports of repeated flooding from communal drainage issues, failing to evidence its actions between April and December…

The Ombudsman found maladministration in the landlord's handling of water ingress reports, its handling of the resident's visual impairment and disability needs, and its complaint handling, ordering £600 compensation,…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for failing to complete agreed cyclical repairs, for poor handling of ASB reports (including failing to carry out a risk assessment or properly…

The Ombudsman found maladministration in the landlord's handling of lift outages, its record keeping (including failing to record a child's vulnerabilities), and its complaint handling. The landlord was ordered to pay…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for taking 2 years to resolve window defects in a shared-ownership new-build property, failing to keep the resident updated, and for poor…

The Ombudsman found maladministration in the landlord's record keeping and its handling of a bathroom renewal (unresolved lukewarm bath taps), and service failure over unaddressed socket gaps from a kitchen renewal, but…

The Ombudsman found severe maladministration in the landlord's handling of a management transfer promised in 2019, maladministration in its handling of the resident's reports about neighbour conduct, maladministration…

The Ombudsman found maladministration in the landlord's handling of a bathroom refurbishment due to significant delays, poor communication and poor workmanship, ordering £430 compensation and an internal review, while…

The Ombudsman found reasonable redress for the landlord's handling of a blocked sink (it apologised and compensated appropriately for a missed appointment) but service failure for the handling of communal door repairs,…

The Ombudsman found no maladministration in bathroom repair handling, but maladministration in the roughly nine-month delay repairing kitchen doors that let mice into the property, ordering increased compensation of…

The Ombudsman found maladministration in the landlord's handling of a disabled resident's reasonable adjustment requests, including an erroneous gas safety breach warning caused by a system error, and in its complaint…

The Ombudsman found maladministration in the landlord's handling of the resident's housing application due to an 8-month delay in responding, poor communication, and failure to evidence allegations. Service failure was…

The Ombudsman found reasonable redress regarding the landlord's handling of roof repairs, as the landlord had acknowledged failings (poor communication, delay in reinstating lighting) and offered compensation. No…

The Ombudsman found maladministration for the landlord's handling of repairs to external doors (significant delay of over a year) and for its complaint handling (taking over a year to respond, only after Ombudsman…

The Ombudsman found no maladministration in the landlord's handling of historic ASB reports, as it had appropriately investigated and closed matters at the relevant times and conducted welfare checks. However, there was…

The Ombudsman found no maladministration in the landlord's handling of communal garden maintenance allocation, as the landlord properly consulted residents and had discretion over the gardens. However, there was service…

The Ombudsman found service failure in the landlord's response to the resident's service charge information request, and maladministration in its handling of the resident's property sale and complaint handling. The…

The Ombudsman found severe maladministration for the landlord's failure to complete urgent flooring repairs for over two and a half years, for forcing entry without notice and changing locks leaving the resident locked…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for mismanaging the resident's reasonable adjustment requests for repairs appointments (offering a 2-hour slot commitment it could not…

The landlord was found guilty of maladministration for failing to monitor and progress defect repairs over an 18-month period, causing significant distress and inconvenience to the resident. Service failure was found…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for repeated failures to communicate with a leaseholder about planned window replacement works, including poor record keeping and unreasonable…

The landlord was found to have service failure for letting a property with outstanding repairs (including a broken balcony lock, non-working oven and washing machine) and taking too long to complete them, and…

The Ombudsman found maladministration in the landlord's handling of a communal door replacement (delays, poor communication, misunderstanding which door), maladministration in its response to noise transference (128-day…

The Ombudsman found no maladministration in the landlord's response to the resident's reports of structural noise issues. The landlord investigated promptly, arranged acoustic testing which passed building regulations,…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing in its handling of the resident's reports of smells from the bin store beneath her flat. The landlord failed to properly investigate, was…

The Ombudsman found reasonable redress in the landlord's response to bathroom leak reports but service failure in its complaint handling, ordering payment of the £150 already offered and an apology.

The Ombudsman found service failure in the landlord's enforcement of tenancy terms regarding dogs, communal items, car park use and ASB; service failure in its delivery of gardening services and handling of the…

The Ombudsman found service failure in the landlord's handling of the resident's reports of antisocial behaviour, due to unclear reporting processes, failure to manage expectations, and not considering the resident's…

The Ombudsman found no maladministration in the landlord's handling of a leak (it responded promptly and within policy timescales), but found service failure in its handling of the resident's request for the insurance…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing in its handling of reports of a faulty smoke ventilation system, a faulty relay system, and its complaint handling. The landlord gave confusing…

The Ombudsman found that the landlord offered reasonable redress to the resident regarding its decision to reduce disabled parking bays and its complaint handling. The landlord properly consulted residents, increased…

The Ombudsman found maladministration for the landlord's handling of bathroom repair works and the conduct of its operative, as it failed to fully address the resident's concerns or provide reassurance. Service failure…

The Ombudsman found reasonable redress for delays in window and door repairs, given the landlord's compensation offer, but found service failure in its complaint handling due to unclear communication, an inaccurate…

The Ombudsman found maladministration in the landlord's handling of a rent account refund and a communal door key cost refund, ordering £370 total compensation and an apology.

The Ombudsman found service failure in the landlord's handling of heating and hot water problems, but no maladministration in its response to damp and mould reports, ordering £200 compensation inclusive of a prior offer.

The landlord was found to have maladministration for taking four months to repair a leak that caused damp and mould throughout the property, failing to treat it as an emergency, not considering a decant for the…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for its handling of a leaseholder's complaint about excessive noise (over 80dB) from lift and boiler works. The landlord failed to respond to…

The landlord was found to have maladministration for its handling of repairs to a leak into the kitchen, its complaint handling, and its record keeping. The landlord attended the initial leak promptly but failed to…

The landlord's response to a collapsed drain and sewage leak was found to be reasonably resolved given the complexity and neighbour access issues, but the landlord was found to have maladministration for poor complaint…

The Ombudsman determined that the complaint about the management fee charged between 2016 and 2019 was outside its jurisdiction because it was raised too late (paragraph 42c) and concerned the level of service charge,…

The Ombudsman found service failure in the landlord's handling of a shared-ownership leaseholder's request for historic service charge documentation and account administration, due to unreasonable delays in…

The Ombudsman found service failure in the landlord's handling of noise nuisance reports (poor records and communication, delays in mediation and warnings) and in its handling of the associated complaint (failure to…

The Ombudsman found the landlord's handling of boiler repairs and replacement, including its £102 compensation offer, amounted to reasonable redress, but found service failure in its confused complaint handling, which…

The Ombudsman found no maladministration in the landlord's reasonable decision to remove a non-compliant shaver socket and offer an alternative, but found service failure in its complaint handling for failing to address…

The Ombudsman found maladministration in the landlord's handling of an ASB report due to poor record-keeping and misdirection of the resident, and service failure in its complaint handling due to a delayed compensation…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing in its handling of garage gate repairs (153-day delay), its handling of ASB reports (failure to log or act on reports of drug abuse), and its…

The Ombudsman found maladministration in the landlord's handling of the resident's request to end her tenancy and return of the security deposit. The landlord delayed processing the notice to quit, failed to arrange a…

The Ombudsman found no maladministration in the landlord's handling of the resident's reports about external grounds maintenance (animal excrement and cleanliness), as the landlord investigated appropriately and the…

The landlord was found to have maladministration for taking around 37 months to complete planned cyclical repairs to windows and external doors, with poor communication and no responsive repairs in the interim causing…

The Ombudsman found maladministration in four areas: the landlord's handling of toilet repairs (delays, poor workmanship, missed appointments, taking a year to complete); bathroom repairs (eight-month delay, missed…

The Ombudsman found no maladministration regarding the landlord's handling of front/balcony door repairs and lift breakdowns, and reasonable redress for the communal window issue. However, maladministration was found…

The Ombudsman found severe maladministration in the landlord's handling of extensive repair reports at a property let far below standard, and maladministration in its complaint handling and record keeping. It ordered a…

The Ombudsman found reasonable redress for the landlord's handling of front door repairs (the landlord accepted the delay, apologised and offered £150 compensation) and service failure for complaints handling (the…

The landlord was found to have maladministration for its handling of repeated communal door repairs, and service failure for its response to car park gate concerns and its complaint handling. The landlord was ordered to…

The Ombudsman found no maladministration in the landlord's handling of a mouse infestation (it acted promptly and beyond its obligations), but found service failure for an unreasonable four-month delay in providing…

The Ombudsman found service failure by Metropolitan Thames Valley Housing regarding communal services (window cleaning, grounds maintenance, tree pruning) and handling of service charge queries. The landlord had poor…

The landlord offered £350 compensation after acknowledging it could have handled the resident's moth infestation concerns better, and the Ombudsman determined this resolved the complaint satisfactorily under paragraph…

The landlord delayed providing a service charge breakdown (breaching S22 LTA 1985), took nearly 5 months to answer queries, and repeated errors from a previous complaint. The Ombudsman found reasonable redress due to…

The Ombudsman found no maladministration in the landlord's response to ASB reports, as it took reasonable steps including fitting carpets, offering mediation, and facilitating a move. However, there was service failure…

The landlord was found to have service failure for its handling of door replacement works and its complaint handling. The resident's back door threshold was too high for wheelchair access and the landlord took over a…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for its handling of a shared-ownership resident's request for an assistance dog, its complaint handling, and its record keeping. The landlord…

The Ombudsman found service failure by the landlord in its handling of a caution alert placed on the resident's file, due to failures to review it within policy timescales and keep adequate records. The landlord's offer…

The Ombudsman found maladministration in the landlord's handling of a leaseholder's requests for an EWS1 form, due to poor and untimely communication. Maladministration was also found in the landlord's complaint…

The Ombudsman found maladministration for delays and poor communication in major external works, and maladministration for the landlord's complaint handling (significant delays, defensive tone, failure to address…

The Ombudsman found maladministration in the landlord's response to a fly infestation (delayed repairs to water pumps causing the issue, failure to follow pest control advice), communal door repairs (delays, inaccurate…

The Ombudsman found reasonable redress for the landlord's response to boiler and flooding issues (the landlord was not responsible but offered support and compensation), but maladministration for its handling of service…

The Ombudsman found maladministration in the landlord's handling of a leak at the property and in its handling of the associated complaint. The landlord took too long to diagnose and resolve the leak, failed to…

The Ombudsman found that the landlord offered reasonable redress for delays in repairing toilets connected to the hot water supply and for poor complaint handling. The landlord acknowledged its failings, apologised, and…

The Ombudsman found service failure in the landlord's handling of an electricity supply fault to a shared-ownership leaseholder's garage, due to poor communication and incorrect information about disconnecting the…

The landlord was found to have maladministration for its handling of a resident's complaints about recurring leaks from a shower into the living room. It failed to carry out a promised post-repair inspection, did not…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for its handling of a leaseholder's reports of a leak from guttering causing damage to her boiler and kitchen, and for its complaint handling.…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for failing to provide a timely and transparent response to a shared ownership leaseholder's request for information about water charges, where…

The landlord was found to have severe maladministration for failing to replace a resident's insecure back door for over two years, causing significant distress and security concerns. There was also maladministration in…

The Ombudsman found maladministration in the landlord's handling of service charge queries (failure to take ownership or pursue the managing agent), service failure regarding fire safety/EWS1 communication, and service…

The landlord took nine months to repair a damaged drain, with missed appointments, poor communication, and an open sewer left near the resident's front door for weeks. The landlord acknowledged its failures, made…

The Ombudsman found no maladministration regarding the landlord's response to tap repairs, as it acted within timescales and reasonably relied on an inspection. However, there was maladministration for failing to…

The landlord added an extra £4.34 to the resident's weekly rent without the required notice, contrary to the tenancy agreement, and delayed responding to queries. The landlord's complaint handling was also poor, with…

The Ombudsman found no maladministration in the time taken by Metropolitan Thames Valley Housing to start a Japanese knotweed treatment plan, and no maladministration in its refusal to maintain the garden or replace the…

The Ombudsman found service failure by Metropolitan Thames Valley Housing for its handling of a leaseholder's noise reports. The landlord delayed explaining its limited role regarding the upstairs flat for seven months,…

The landlord was found to have maladministration for its handling of repairs to the resident's boiler and heating system, with delays from March 2022 to January 2023, and for its complaint handling, including late…

Maladministration for handling of fly infestation and stack pipe repairs with eight-month delay, incorrect works, and poor communication. Service failure for inadequate compensation offered. Ordered apology and £1,660…

The landlord provided reasonable redress for its handling of the resident's service charge refund request, but there was maladministration in its communication and complaint handling due to delays, inaccurate…

The Ombudsman found service failure in the landlord's handling of a communal water leak repair (41-day delay, poor communication) and in its complaint handling and record keeping (156-day delay in final response,…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing for failing to properly consult the resident and their power of attorney about introducing a mandatory meal service, providing misleading cost…

The landlord took around 20 months to identify errors in the resident's service charge calculations for 2020-2022, failed to provide timely information or a proper breakdown, and delayed its complaint responses. It…

The landlord was found to have service failure for its handling of reports of broken glass in the resident's garden. It delayed completing the works beyond its 28-day timeframe, communicated poorly, and kept inadequate…

The Ombudsman found maladministration in the landlord's response to the resident's vulnerabilities and complaint handling, and service failure in its response to kitchen repairs, multiple other repairs, and a mouse…

Service failure for failing to complete CCTV renewal as agreed by 2021 and poor communication about delays. Also service failure for complaint handling (51-day stage one delay, failure to address ASB concerns, poor…

The Ombudsman found no maladministration in the landlord's response to service charge queries, as the fixed service charge was part of the Affordable Rent and the landlord provided fair explanations. However, the…

The landlord delayed repairs to a leak in the communal car park ceiling from October 2020 to March 2021, and further delayed completing the ceiling repairs. It acknowledged its failings, apologised, provided an…

The Ombudsman found maladministration by Metropolitan Thames Valley Housing in its response to a leaseholder's queries about service charges and management costs, including poor communication on upcoming costs. The…

The landlord failed to properly resolve the resident's leaking gutter issue over many months, with poor communication, missed appointments, and contractors attending unannounced. However, the landlord acknowledged its…

The landlord missed a scheduled appointment due to an IT failure. It apologised, rearranged the appointment, and offered £62.32 compensation (£10 for the missed appointment and £52.32 for loss of earnings). The…