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 313 published decisions.
Metropolitan Thames Valley Housing Mtv's maladministration rate (95%) is higher than the average for housing association (80%) across published Ombudsman determinations.
202346688 Housing association
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: a. The resident’s reports of flooding to her balcony and the…
202507182 Housing association
The Ombudsman found maladministration, service failure, no maladministration, reasonable redress, severe maladministration, mediation settlement in the landlord’s handling of The resident’s complaint is about the…
202322016 Housing association
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of the landlord’s handling of the: Resident’s concerns about service charges. Complaint. Our decision…
202427931 Housing association
The Ombudsman found reasonable redress, severe maladministration, maladministration in the landlord’s handling of Our decision (determination) The landlord has offered redress to the resident in relation to her…
202526600 Housing association
The Ombudsman found service failure, no maladministration, reasonable redress, severe maladministration, maladministration, mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s:…
202500663 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of how the landlord handled the resident’s reports of Anti-Social-Behaviour (ASB). We have also considered…
202417780 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of the landlords response to the resident’s reports of anti-social behaviour (ASB). We have also…
202511861 Housing association
The Ombudsman found service failure, severe maladministration, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the installation of an electric fire at the resident’s…
202513415 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress in the landlord’s handling of Our decision (determination) There was maladministration in the landlord’s handling of the roof leak. The…
202205696 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s mutual exchange application. Our decision (determination) We are unable to investigate the complaint because…
202405596 Local authority / ALMO / TMO
The Ombudsman found service failure, maladministration, severe maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of requests for information about service charges. The…
202419575 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of: Reports of a leak. The…
202341680 Housing association
The Ombudsman found reasonable redress, mediation settlement, maladministration in the landlord’s handling of The landlord’s response to the resident’s request for service charge information. The Service has also…
202322810 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s administration of service charges. Our decision (determination) The complaint is outside the jurisdiction of our service and therefore…
202336410 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of The landlord’s handling of the resident’s request to make alterations to their home. We have also considered…
202338591 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damage to the grounds of her property caused by works involving scaffolding. Our decision…
202400313 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repairs at the property. The resident’s complaint. Our…
202432397 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the toilet flush. Repairs to the bedroom window.…
202334602 Local authority / ALMO / TMO
The Ombudsman found reasonable redress, maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: The resident’s requests for loft insulation. The immersion heater repairs.…
202427991
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Repairs and improvements to the property, including: heating and boiler repairs. toilet…
202413755 Housing association
The Ombudsman found reasonable redress, service failure, maladministration, outside jurisdiction in the landlord’s handling of the: Management of the rent account. Reasonableness of service charges relating to cyclical…
202333995 Local authority / ALMO / TMO
The Ombudsman found maladministration, severe maladministration, service failure in the landlord’s handling of This complaint is about the landlord’s response to the resident’s queries about his service charges. We have…
202421884 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration in the landlord’s handling of : The landlord’s response to the resident’s concerns about a roof leak. The landlord’s complaint…
202433437 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of: front door repairs and damage to the kitchen worktop. the associated…
202331910 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the: Leak from the roof and subsequent repairs. Associated…
202439920 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damp and mould at the property.…
202336744 Housing association
The Ombudsman found reasonable redress, severe maladministration, service failure, maladministration in the landlord’s handling of the landlord’s handling of: the resident’s request to install an electric vehicle (EV)…
202404828 Housing association
The Ombudsman found reasonable redress, service failure, maladministration in the landlord’s handling of The landlord recognised its failings and offered suitable redress to put things right. The compensation offered…
202428004 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about repair and maintenance issues still outstanding…
202424716 Housing association
The Ombudsman found maladministration, reasonable redress, severe maladministration, service failure in the landlord’s handling of The landlord’s: Response to the resident’s queries and concerns about service charges.…
202304757 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to reports of noise transference. Handling of the complaint.…
202503698 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. We have also…
202410220 Housing association
The Ombudsman found service failure, reasonable redress, severe maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of leaks and associated repairs. We…
202402637 Housing association
The Ombudsman found maladministration, severe maladministration, reasonable redress, mediation settlement, service failure in the landlord’s handling of Our decision (determination) There has been maladministration in…
202340236 Housing association
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak into the property. Our decision (determination) The complaint was resolved following our intervention. We have made…
202412860 Housing association
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s handling of window repairs and replacement works. How the landlord responded to the complaint. Our decision…
202428530 Housing association
The Ombudsman found maladministration, severe maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s report of water ingress through the window. We…
202336683 Housing association
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns following replacement of the windows and door at the…
202447347 Local authority / ALMO / TMO
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of how the landlord responded to the resident’s reports that: there was a leak in his kitchen. his kitchen…
202406744
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The landlord’s handling of the resident’s reports of a roof leak causing water damage. We have also considered the landlord’s…
202324724
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Leaks in the property and the associated repairs. The resident’s complaint..
202325331
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs, in particular: A leak from the roof and guttering. The front door. The kitchen. We have…
202453198
The Ombudsman found no maladministration, maladministration in the landlord’s handling of The resident has complained about: The landlord’s response to the resident’s reports of noise from a neighbouring property. The…
202502432
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of leaks, damp and mould in the resident’s property. We have also considered the landlord’s complaint handling..
202452705
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a leaking roof and the associated damp and mould. The related complaint.. Total compensation…
202332644
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to communal lift repairs.. Total compensation ordered: £350.
202321906
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s: Concerns regarding his allocated parking space and the associated parking management. Complaint..
202451146
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of The resident’s complaint is about the landlords handling of: Damp and mould, and the associated repairs. The associated complaint..
202333949
The Ombudsman found maladministration, mediation settlement, service failure, reasonable redress in the landlord’s handling of the landlord’s response to damaged personal property and contractor conduct during the…
202445340
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord's handling of the resident’s: Reports of damp and mould. Associated complaint.. Total compensation ordered: £200.
202415746
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of repairs to: Radiators. External cladding. We have also considered the landlord’s complaint handling..
202345735
The Ombudsman found service failure, reasonable redress in the landlord’s handling of : The landlord’s response to the residents’ requests for information regarding cyclical works to their building. The landlord’s…
202341512
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould caused by an internal leak and the associated repairs. Complaint and the level of…
202431081
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: a repair to the resident’s front door. the associated complaint..
202413317
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s handling of a window repair. We have also considered the landlord’s handling of the associated…
202219503
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s quality of work in the renewal of the kitchen and additional works. The landlord’s response to…
202217943
The Ombudsman found service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of heating and hot water outages. The landlord’s complaint handling.. Total…
202431905
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs. The associated complaint..
202400643
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould. The resident’s request to be compensated for reported damage to decorations.…
202346786
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Boiler repairs. Damp and mould. The associated complaint..
202333546
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s report that the signs it put in the bin store were incorrect.. Total compensation ordered: £100.
202330415
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of: A leak and associated work. Kitchen, bathroom, window, and door replacements.…
202441394
The Ombudsman found maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s handling of her reports of damp and mould.. Total compensation ordered: £1045.
202332990
The Ombudsman found mediation settlement in the landlord’s handling of the landlord’s handling of the resident’s request that he be reimbursed for the costs he incurred following a sewage leak..
202326605
The Ombudsman found maladministration in the landlord’s handling of the landlord's handling of repairs at the resident’s property, which includes: Plastering of walls. Gaps around a newly installed extractor fan in the…
202433813
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about damp and mould and associated repairs within the property.. Total compensation ordered: £605.
202408102
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s housing transfer application for a move on medical grounds. A…
202418909
The Ombudsman found service failure in the landlord’s handling of The resident’s complaint is about the landlord’s response to her reports of low water pressure when using the bathroom shower head. We have also…
202410513
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord's response to the resident’s reports of: A leak into her property and its handling of remedial works following the…
202441975
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202441975 Metropolitan Thames Valley Housing (MTV) 15 July 2025 Our approach The Housing Ombudsman’s approach to…
202419735
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a leak. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation…
202429836
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to reports of antisocial behaviour (ASB).. Total compensation ordered: £225.
202318069
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of defective guttering causing rainwater to leak into the property. The landlord’s…
202423497
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to the resident’s reports about: Cold temperatures in the property. A leak from the bedroom skylight…
202320804
The Ombudsman found no maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Communication regarding rent arrears. Response to her reports about the condition of the property…
202302071
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlords handling of: Boiler repairs. The associated complaint..
202319256
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to: The resident’s reports of water leaks in the temporary property and his subsequent request for…
202325392
The Ombudsman found service failure in the landlord’s handling of the level of compensation offered by the landlord in relation to its handling of boiler repairs. We have also considered the associated complaint..
202427194
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of the resident’s: Reports of water ingress from the communal loft. Reports of suspected water ingress…
202331734
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for garden works, including the installation of a rear boundary fence and gate. Associated…
202431395
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of : The landlord’s handling of repairs required to resolve a water leak. The landlord’s complaint handling.. Total compensation…
202334045
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Associated complaint..
202327581
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident’s concerns regarding the validity of the fire risk assessment and his queries concerning the proposed works to…
202326403
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of a leak at the property. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s…
202333543
The Ombudsman found maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s response to the resident’s request to remove a communal garden wall.. Total compensation ordered:…
202229887
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s reports of a leak in her bathroom and the associated damage to her flooring. the complaint and record…
202322627
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of resident’s reports about the miscalculation of the service charge and requests for service charge account information..
202310905
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s request for her kitchen and bathroom to be replaced. Damp and mould at the resident’s…
202321618
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of reports about the toilet overflowing and flooding the bathroom..
202416043
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s handling of: water leaks from above and subsequent damage to the resident’s property. damage to the resident’s possessions. the…
202433015
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports of roof leaks affecting the property and associated repairs. Associated complaint.. Total compensation…
202325240
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of leaks into her property that have caused damage, damp and mould. Request for the landlord to buy…
202326885
The Ombudsman found reasonable redress, service failure in the landlord’s handling of the landlord’s handling of the sale and handover of the resident’s new build property.. Total compensation ordered: £650.
202426967
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of the landlord’s communication during the sales process for the property. The Ombudsman has also considered the landlord’s…
202331469
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs required to address the resident’s concerns of damp and mould. We have also investigated the landlord’s complaint…
202307376
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s request for support when the lift in the block was out of service. The resident’s…
202326012
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s report of a leak in his bathroom. We have also looked at the landlord’s complaint handling..…
202313697
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: Response to concerns that the cooker was damaged during refurbishment works. Handling of a loss of heating following a…
202332462
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s request for information relating to her service charge. The associated…
202310749
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: the resident’s concerns about the level of service charges; communications with the resident about the service charge…
202410487
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s response to: the resident’s request for the reimbursement of repair costs. the resident’s request for it to complete…
202308698
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould. The Ombudsman has also investigated the landlord’s complaint handling.. Total…
202313441
The Ombudsman found maladministration in the landlord’s handling of the landlord handling of damp and mould at the resident’s property..
202410518
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp, mould, and the associated repairs. We have also considered the landlord’s complaint…
202409390
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of a roof leak. Associated complaint. We have also considered the landlord’s record keeping..
202326838
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of the landlord's handling of remedial repairs to the bathroom following a leak.. Total compensation ordered: £400.
202334516
The Ombudsman found no maladministration, service failure in the landlord’s handling of The resident’s complaint is regarding the landlord’s handling of: Repairs to a communal door lock. An Anti-social Behaviour (ASB)…
202224871
The Ombudsman found severe maladministration, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Rent account following a succession. Associated complaint, including her use of a…
202322956
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of This complaint is about: The landlord’s administration of the resident’s rent and service charge account. The…
202323586
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs to the building’s communal windows and doors. Complaint handling.. Total compensation ordered: £250.
202335707
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of draughts in the property. The Ombudsman has also considered the landlord’s…
202302150
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s service charge queries. The Ombudsman has also investigated the landlord’s handling of the resident’s…
202231350
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of repairs to the resident’s front door. The Ombudsman has also considered the landlord’s complaint handling..
202207309
The Ombudsman found maladministration, no maladministration in the landlord’s handling of the landlord’s handling of: The resident’s complaint about staff conduct. The resident’s reports, and counter allegations of…
202315463
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Reports of a leak, including related mould. The associated complaint, including compensation.. Total compensation ordered:…
202205078
The Ombudsman found service failure, no maladministration in the landlord’s handling of REPORT COMPLAINT 202205078 Metropolitan Thames Valley Housing (MTV) 28 March 2025 Our approach The Housing Ombudsman’s approach to…
202346165
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports about his front door and his fire safety concerns. The resident’s reports about a…
202331997
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for a service charge refund following the sale of his property.. Total compensation ordered: £405.
202338715
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of repairs to the resident’s boiler and radiator..
202316180
The Ombudsman found maladministration in the landlord’s handling of This complaint is about how the landlord handled the resident’s request for a management pack during the sale of her property. We have also considered…
202322638
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).. Total compensation ordered: £105.
202319788
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: the resident’s concerns about a repairs appointment. the subsequent complaint. We have also considered the landlord’s record…
202306482
The Ombudsman found reasonable redress in the landlord’s handling of the landlord’s: Level and increase of service charges. Handling of requests for information about service charges. Complaint handling..
202318440
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s Reports of a leak. Reports of damp and mould. Associated complaint.. Total compensation…
202309638
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of the resident’s: Request for a refund of rent overpayments. Correspondence from 29 August 2023 onwards.. Total compensation…
202318080
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of a boiler repair.. Total compensation ordered: £180.
202315205
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of repairs to a door, window, and water leak. Associated formal complaint..
202320298
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s queries about her service charge account. The associated complaint.. Total compensation…
202323534
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of shower repairs..
202313784
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the proposed installation of broadband cabling to the property. We have also assessed the landlord’s…
202402841
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202402841 Metropolitan Thames Valley Housing (MTV) 27 February 2025 Our approach The Housing Ombudsman’s approach…
202318568
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a kitchen installation. The Ombudsman has also considered the landlord’s complaint handling.. Total compensation ordered:…
202319715
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to resident’s reports of a lack of heating and hot water. The Ombudsman has also considered the landlord’s…
202313359
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Repairs to the heating system. The associated complaint.. Total compensation ordered: £300.
202300164
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the communal door entry system. The associated formal complaint..
202415285
The Ombudsman found maladministration in the landlord’s handling of the length of time taken by the landlord to carry out an intrusive survey and provide an EWS1 (external wall system) form. The Service has also…
202318063
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: Snagging issues at the property. Information given to the resident about the boarding of the loft. Repairs to the front and…
202312081
The Ombudsman found reasonable redress, maladministration, service failure in the landlord’s handling of the landlord’s handling of: A missed appointment. Kitchen units being in disrepair and pest concerns. Repairs to…
202316978
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Requests for additional support. Report of staff conduct..
202314074
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to the resident’s reports that he was unable to access his garage and of damage caused by its…
202317464
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of faulty communal stairway lighting. The Ombudsman has also taken the decision to…
202317108
The Ombudsman found maladministration, mediation settlement, reasonable redress, service failure in the landlord’s handling of the landlord’s: Response to the resident’s query about the increase in service charge in…
202317756
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of a leak into the communal area and communal decorative works..
202318553
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Request for information regarding his service charge. Associated complaint.. Total…
202229153
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of blockages in the plumbing at the property. The Ombudsman has also considered the…
202400110
The Ombudsman found maladministration, reasonable redress, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of damp and mould. Request to be decanted. Formal…
202315214
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s report of a water leak from balcony joints.. Total compensation ordered: £150.
202222100
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of the resident’s tenancy end date and his request for a refund of the credit on his rent account. The landlord’s handling of…
202411277
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the associated complaints..
202222214
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of: The resident’s reports of a sewage flood into the property, the associated remedial work and the…
202222052
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s handling of: repairs to the boiler. requests to replace the hot water cylinder. reports of damp and mould at the…
202315924
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s concerns about staff conduct. The Ombudsman has also considered the landlord’s complaint handling.. Total…
202311771
The Ombudsman found no maladministration in the landlord’s handling of : The landlord's response to the resident's request for a refund of his service charge. The landlord's response to the resident’s report of faulty…
202307844
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s: Reports that the drain servicing the ground floor toilet was blocked. Associated formal…
202316123
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of a service charge dispute. The landlord’s handling of the resident’s complaint.. Total…
202311940
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Response to the complainant’s concerns around selling her property. Complaints handling..
202343869
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handing of the resident’s reports of antisocial behaviour (ASB) and noise from a neighbour. Complaint handling..
202226156
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: responsive repairs following a leak. subsequent complaint..
202316279
The Ombudsman found maladministration in the landlord’s handling of the: Resident’s request for information concerning his rent and service charge. Landlord’s decision to restrict the resident’s communication to a…
202305913
The Ombudsman found service failure, no maladministration, maladministration in the landlord’s handling of the landlord's handling of and response to: Reports of a leak in the communal area causing damp. Reports of…
202226242
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to a structural wall of the property. The associated formal complaint.. Total compensation ordered: £400.
202322349
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s: Reports of a leak in the loft, and damp and mould. Associated complaint.. Total…
202312684
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for information regarding her service charge. Associated complaint.. Total compensation ordered:…
202307328
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of repairs required to the intercom system. The associated complaint..
202310369
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of intercom repairs. The landlord’s handling of the resident’s complaint..
202344342
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s service charge complaint..
202303780
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of a squirrel infestation, and the associated repairs. The Ombudsman has also…
202232114
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s requests for the removal of a tree near her garden. Handling of replacement fence panels. Handling of the…
202335724
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s response to the resident’s reports of repairs relating to: Damp and mould in his kitchen. A leak from his shower. The…
202311061
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Response to the resident’s requests for windows repairs. Associated complaint handling.. Total compensation ordered: £350.
202321847
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of repairs needed to the intercom system. The Ombudsman has also investigated the…
202231233
The Ombudsman found severe maladministration, maladministration, reasonable redress, service failure in the landlord’s handling of the landlord’s handling of: repairs to the resident’s ventilation unit and the…
202304013
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of a leak affecting her property. The Ombudsman has also investigated the landlord’s complaint…
202321380
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of; repairs to the resident’s back door, the garden fence and back gate at the property. the resident’s complaint.. Total…
202316428
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of a leak from the resident’s boiler shortly after her tenancy began. This Service has also investigated…
202304059
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the report of a leak causing water ingress into the resident’s property. We have also considered the landlord’s: record…
202333752
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s response to reports of disrepair to communal steps leading up to the property. The Ombudsman has also considered the…
202309880
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s report of a dislodged vent cover following a repair to a blocked toilet, cracked plaster, and damp.. Total…
202400585
The Ombudsman found service failure, reasonable redress, maladministration in the landlord’s handling of the landlord’s handling of: The resident’s reports of a faulty boiler in a decant property. The resident's reports…
202225062
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of leaks, damp, and mould at her property.. Total compensation ordered: £822.
202312177
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of: The resident’s concerns about replacement of doors and windows. The associated formal complaint..
202309979
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of damp and mould in the kitchen. The storage of the resident’s white goods The…
202220405
The Ombudsman found service failure, reasonable redress in the landlord’s handling of The landlord's handling of the resident's: Request to assign her tenancy. Associated complaint.. Total compensation ordered: £610.
202232303
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of no heating and hot water. The landlord’s handling of the…
202302935
The Ombudsman found no maladministration, service failure, maladministration in the landlord’s handling of the landlord’s: Handling of reports of overflowing bins and fly tipping. Handling of reports of a missing bin…
202319099
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of communal lift repairs at the resident’s building, and its resulting support for her..
202321247
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the resident’s request for it to remove a water butt from the property’s garden. Complaint handling.. Total compensation…
202301021
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of a fault to the ventilation system in the property. The resident’s complaint.. Total compensation…
202308356
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Repairs to the communal lift. The associated complaint.. Total compensation ordered: £650.
202233438
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s management of roof repairs including its communication with the resident. The landlord’s handling of the resident’s complaint.. Total…
202311924
The Ombudsman found service failure, mediation settlement, reasonable redress, no maladministration in the landlord’s handling of the landlord’s response to: The resident’s concerns about the condition of the windows.…
202226559
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident’s concerns about the suitability of decant accommodation. The Ombudsman will also investigate the landlord’s…
202326319
The Ombudsman found service failure in the landlord’s handling of : the landlord’s handling of the resident’s concerns about security issues, including the use of CCTV and the attendance of the landlord’s security…
202215915
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Cyclical redecoration and maintenance including its communication with the resident. The resident’s complaint.. Total…
202233224
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of reports of damp and mould in the property. Complaint handling.. Total compensation ordered: £860.
202303703
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of works to replace the resident’s front entrance door. The landlord’s complaint handling has also been…
202230802
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of The complaint is regarding landlord’s handling of the landlord’s: Handling of a repair request. Communication…
202315322
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould in his property. The landlord’s handling of the resident’s complaint.. Total…
202212927
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of repairs. The landlord’s handling of reports of anti-social behaviour (ASB). The landlord’s complaint handling.. Total…
202222895
The Ombudsman found maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s handing of requests for repairs to windows and doors at the resident’s property. The…
202102321
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s requests for rehousing. The resident’s reports of antisocial behaviour (ASB). The…
202233550
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Request for the living room and bedroom ceiling to be painted at her property. Associated complaint..…
202305037
The Ombudsman found service failure in the landlord’s handling of : The landlord’s handling of reports of antisocial behaviour (ASB) about the resident. The landlord’s handling of the resident’s reports of antisocial…
202301139
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : Assistance provided by the landlord during a decant and transfer process. The landlord’s response to the resident’s request for…
202224691
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Request for a lift repair. Request for a window repair. Reports of antisocial behaviour in the communal bin…
202228277
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s concerns about: The resident’s reports of repairs required at the property. The management of the landlord’s…
202227958
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s: Handling of the resident’s kitchen repairs. Handling of the resident’s request for a kitchen renewal. This Service has…
202304503
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord's response to the resident's: Reports of water ingress from the roof; Complaint. The Ombudsman has also assessed…
202231282
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of a leak and the resulting damp and mould in the communal area. This Service has…
202303298
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s requests for a refund of credit in respect of service charges on his former property. The landlord’s…
202316879
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of : The landlord’s handling of repairs to the resident’s property following a fire, including repairs relating to damp. The…
202229108
The Ombudsman found service failure, maladministration, reasonable redress in the landlord’s handling of the landlord’s handling of the resident’s request to: Repair a leak after a contractor’s visit to drain her…
202200961
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s service charge account, and the associated complaint..
202231577
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint is regarding the landlord’s handling of: The resident’s request for a disabled parking bay. The…
202219881
The Ombudsman found reasonable redress in the landlord’s handling of the landlords handling of the resident’s request for her windows to be replaced. The Ombudsman has also considered the landlord’s complaint handling..
202231210
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of a leak into the resident’s bathroom. Complaint handling..
202227392
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of no heating and hot water.. Total compensation ordered: £308.
202225442
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of noise transference and ventilation issues within the property. The landlord’s handling of the…
202107752
The Ombudsman found maladministration, service failure in the landlord’s handling of : the landlord’s handling of a fire in the communal bin store. the landlord’s handling of the associated complaint.. Total…
202232555
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s reports of repeated leaks into the property. The Ombudsman has also considered the landlords…
202216818
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s handling of the resident's reports of floods into their property, due to communal drainage…
202227941
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of:.
202128221
The Ombudsman found maladministration, mediation settlement in the landlord’s handling of how the landlord responded to the resident's : Reports of outstanding cyclical repairs; Reports of antisocial behaviour (ASB);…
202230563
The Ombudsman found maladministration in the landlord’s handling of The landlord’s handling of reports of lift outages. The landlord’s record keeping has been investigated. The landlord’s complaint handling has also…
202215542
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: handling of reports of defects to windows. complaint handling.. Total compensation ordered: £975.
202228710
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord's handling of: The renewal of the resident’s kitchen. The renewal of the resident’s bathroom and…
202201502
The Ombudsman found maladministration, severe maladministration in the landlord’s handling of the landlord’s handling of: A management transfer. The resident’s reports about her neighbour’s conduct. The resident’s…
202228166
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202228166 Metropolitan Thames Valley Housing (MTV) 28 February 2024 Our approach The Housing Ombudsman’s approach to investigating and…
202207267
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of REPORT COMPLAINT 202207267 Metropolitan Thames Valley Housing (MTV) 28 February 2024 Our approach The Housing…
202227690
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of repairs required to the bathroom and toilet. Reports of repairs required to…
202227114
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reasonable adjustment, including gas safety administration. The Ombudsman has also considered the landlord’s…
202217168
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the resident’s housing application. The Ombudsman has also considered the landlord’s complaint handling..…
202209895
The Ombudsman found reasonable redress, no maladministration in the landlord’s handling of : The landlord’s handling of roof repairs. The landlord’s complaint handling..
202208162
The Ombudsman found maladministration, reasonable redress in the landlord’s handling of the landlord’s: handling of repairs to external doors response to leaks and damage caused by leaks. The Ombudsman has also decided…
202211185
The Ombudsman found maladministration, mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s: Handling of reports of anti-social behaviour (ASB) about a neighbour.…
202216453
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of the: Communal garden maintenance allocation. The associated complaint.. Total compensation ordered: £100.
202203908
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of : The landlord’s response to the resident’s request for information about her service charges. The landlord’s…
202017341
The Ombudsman found severe maladministration, no maladministration, maladministration in the landlord’s handling of The complaint relates to: The landlords handling of the flooring repairs. The landlords handling of the…
202211216
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request for: Reasonable adjustments in relation to repairs appointments. A compensation payment. Adaptations…
202208362
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: Defect repairs to the resident’s property. A service charge refund. The resident’s formal complaint..…
202208034
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s: response to the resident’s concerns about the installation of windows at his property; complaints handling..
202123080
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Report about the condition of the property when it was let and outstanding repairs.…
202202688
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to: The resident’s request for a door replacement. The resident’s reports of noise transference and soundproofing issues. This…
202212445
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of structural noise issues with the property..
202204317
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s: Reports of smells from the bin store located beneath her flat. Request to be moved. Request for a rent…
202222658
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of leaks within the bathroom. The landlord’s response to the resident’s…
202208587
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident’s complaint is about the landlord’s: Enforcement of its tenancy terms regarding: Dogs; Items left in communal areas; Use…
202110637
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour (ASB) about a neighbour, following issue of tenancy…
202204996
The Ombudsman found no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202204996 Metropolitan Thames Valley Housing (MTV) 23 November 2023 Our approach The Housing Ombudsman’s approach…
202219573
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of reports of a faulty smoke ventilation system. Handling of reports of a faulty relay system. Complaint handling..
202219545
The Ombudsman found maladministration in the landlord’s handling of The complaint is regarding the landlord’s; Decision to reduce the number of disabled parking bays in the basement carpark of the resident’s building.…
202216051
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of: The bathroom repair works carried out by the landlord’s contractor and the conduct of its operative. The…
202223189
The Ombudsman found reasonable redress, service failure in the landlord’s handling of :.
202222655
The Ombudsman found maladministration in the landlord’s handling of : The landlord's handling of a refund to the resident’s rent account. The landlord's response to the resident’s request to be refunded for the cost of…
202227030
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord's handling of: The resident’s reports of heating and hot water problems in the property. The resident’s reports of…
202207349
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of the: Resident’s reports of a leak in the property. Resident’s reports of damp and mould forming and their…
202217569
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s complaint about excessive noise caused by works to the lift and boiler within the building.. Total…
202123896
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: Handling of repairs to a leak into the kitchen. Response to the resident’s request for a transfer and reports of noise from neighbours.…
202218530
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: reports of a collapsed drain and a sewage leak into his property. associated complaint.. Total compensation…
202118823
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s concerns about the management fee..
202207592
The Ombudsman found service failure, maladministration in the landlord’s handling of : The resident’s request that the landlord provide documentation showing the breakdown of her service charges since 2008, and its…
202122318
The Ombudsman found mediation settlement, service failure in the landlord’s handling of REPORT COMPLAINT 202122318 Metropolitan Thames Valley Housing 26 September 2023 Our approach The Housing Ombudsman’s approach to…
202223221
The Ombudsman found service failure in the landlord’s handling of The complaint concerns the landlord’s: Handling of repairs to and subsequent replacement of the resident’s boiler. Complaint handling.. Total…
202222945
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s: decision not to reinstate the resident’s shaver socket following a bathroom refurbishment; complaints handling..
202224230
The Ombudsman found maladministration, service failure in the landlord’s handling of : the landlord's handling of reports of antisocial behaviour from a neighbour. the associated complaint handling.. Total compensation…
202213519
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of outstanding repairs to his garage gate. The landlord’s handling of the resident’s reports of…
202212067
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s request to end her tenancy, including the return of the security deposit.. Total compensation ordered: £300.
202213217
The Ombudsman found no maladministration, reasonable redress in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s reports of issues with external grounds maintenance. The…
202216564
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: cyclical repairs to the windows and external doors on the estate; and the associated complaint.. Total compensation…
202115696
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s handling of: toilet repairs including the standard of works and missed appointments. bathroom repairs including the…
202120157
The Ombudsman found no maladministration, reasonable redress, service failure, maladministration in the landlord’s handling of the landlord's response to the resident’s reports of disrepair in relation to: Front and…
202221934
The Ombudsman found service failure, severe maladministration, maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of repairs. The landlord’s complaint handling. This…
202220456
The Ombudsman found service failure, reasonable redress in the landlord’s handling of the landlord’s handling of: Repairs to the resident’s front door. Reports of rats in the garden. A decant. Complaints..
202211158
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s handling of repairs to the communal door. The landlord’s response to the resident’s concerns about the car park gate.…
202212019
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s: response to the resident’s reports about a pest infestation; response to the resident’s request for a key to the…
202110059
The Ombudsman found service failure, maladministration, mediation settlement in the landlord’s handling of : The landlord’s delivery of communal services including window cleaning and grounds maintenance services…
202214345
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s handling of moths in the carpet. The landlord’s response to a request for a dog.. Total compensation ordered: £350.
202210590
The Ombudsman found reasonable redress, service failure in the landlord’s handling of : the delays in providing a breakdown of service charges and the handling of the resident’s queries. The landlord’s complaint…
202202295
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s reports of antisocial behaviour. The landlord’s complaint handling.. Total compensation…
202216921
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202216921 Metropolitan Thames Valley Housing 18 July 2023 Our approach The Housing Ombudsman’s approach to investigating and determining…
202120807
The Ombudsman found maladministration in the landlord’s handling of The resident complains about the landlord’s response to her request for an assistance dog; The landlord’s handling of the associated complaint; The…
202208632
The Ombudsman found service failure in the landlord’s handling of : the landlord’s response to the resident’s concerns about staff conduct. The landlord’s handling of its decision to place a caution alert on the…
202208539
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s: Response to requests for an External Wall System (EWS1) form. Complaint handling..
202103870
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of The resident’s complaint is about: The landlord’s handling of external maintenance and major works. The…
202120675
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to: A fly infestation and its handling of associated repairs. Communal door repairs. The Ombudsman has also assessed the…
202210801
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: Issues with his boiler and flooding Service charges The landlord’s…
202121190
The Ombudsman found service failure, maladministration in the landlord’s handling of This is about the landlord’s handling of a leak at the property. The handling of the associated complaint.. Total compensation…
202213920
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of: Faults with the resident’s toilets and her concerns about increased water usage and expense. The associated complaint..
202205951
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of:.
202213899
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202213899 Metropolitan Thames Valley Housing 6 June 2023 Our approach The Housing Ombudsman’s approach to investigating and…
202212130
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s: Reports of damage caused by a leak. Associated complaints..
202117191
The Ombudsman found maladministration in the landlord’s handling of REPORT COMPLAINT 202117191 Metropolitan Thames Valley Housing 5 June 2023 Our approach The Housing Ombudsman’s approach to investigating and…
202208487
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s handling of: The replacement of the back door. The associated complaint.. Total compensation…
202204054
The Ombudsman found maladministration, service failure in the landlord’s handling of : the landlord’s administration of the service charge account and its response to the resident’s enquiries. the landlord’s response to…
202212438
The Ombudsman found reasonable redress in the landlord’s handling of the time taken to repair a damaged drain in the resident’s garden..
202207203
The Ombudsman found no maladministration, maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about: outstanding repairs required to her taps; damp and mould in the…
202216914
The Ombudsman found service failure, maladministration in the landlord’s handling of The complaint is regarding: changes made to the resident’s weekly rent amount and the landlord’s subsequent response to his rent…
202106636
The Ombudsman found no maladministration, service failure in the landlord’s handling of : The time taken by the landlord to start a Japanese knotweed treatment plan in the garden. The landlord’s decision not to maintain…
202211458
The Ombudsman found service failure in the landlord’s handling of the landlord’s handling of the resident’s noise reports.. Total compensation ordered: £250.
202208265
The Ombudsman found service failure, maladministration in the landlord’s handling of : The landlord’s handling of repairs to the boiler and heating system. The landlord’s complaint handling.. Total compensation ordered:…
202125001
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of:. Total compensation ordered: £530.
202205980
The Ombudsman found reasonable redress, maladministration in the landlord’s handling of : The landlord’s response to the resident’s requests for a refund of the communal service charge for cleaning services not…
202208175
The Ombudsman found service failure, no maladministration in the landlord’s handling of the landlord’s handling of: Repairs to resolve a water leak in the communal area. The condition of the carpet in the communal…
202212022
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident and their power of attorney about its decision to implement a meal service. The landlord’s complaint…
202202993
The Ombudsman found maladministration, service failure in the landlord’s handling of : The landlord’s response to the resident’s concerns regarding her service charge in the financial years 2020/21 and 2021/22. The…
202210442
The Ombudsman found service failure in the landlord’s handling of the landlord's handling of the resident’s reports of broken glass in her garden..
202014172
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of REPORT COMPLAINT 202014172 Metropolitan Thames Valley Housing (MTV) 16 March 2023 (amended at review 10 July…
202211289
The Ombudsman found service failure in the landlord’s handling of the landlord’s: Handling of the resident’s concerns regarding the CCTV at the property prior to 2021. Response to the resident’s concerns that the CCTV…
202117995
The Ombudsman found maladministration, no maladministration in the landlord’s handling of The resident has complained about: The landlord’s response to queries regarding the level and administration of the service…
202111044
The Ombudsman found maladministration, service failure in the landlord’s handling of the landlord’s handling of repairs following a leak affecting the communal car park..
202107757
The Ombudsman found maladministration in the landlord’s handling of : The landlord’s response to the resident’s queries regarding service and management charges, including its communication on upcoming costs. The…
202127578
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports about repairs to the guttering at the property..
202011238
The Ombudsman found service failure in the landlord’s handling of the level of compensation offered by the landlord for a missed appointment..
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