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How to complain about MTVH (Metropolitan Thames Valley), and what to do if they ignore you

Metropolitan Thames Valley Housing (MTVH) manages around 57,000 homes across London, the South East, East Midlands and East of England. The group was formed by the 2018 merger of Metropolitan and Thames Valley Housing.

A deck-access British council flats block

MTVH's stock includes a significant proportion of high-rise blocks built 1960-1985, several of which have been subject to fire-safety remediation post-Grenfell. If you're in a remediation programme, ordinary disrepair complaints can still be brought, fire-safety works don't supersede Section 11.

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How to complain about MTVH (Metropolitan Thames Valley)

If MTVH (Metropolitan Thames Valley) has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.

  1. 1

    Complain in writing. Send MTVH (Metropolitan Thames Valley) a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.

  2. 2

    Ask for a stage 2 review. If you are not happy with the reply, ask MTVH (Metropolitan Thames Valley) in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.

  3. 3

    Escalate to the Housing Ombudsman. If MTVH (Metropolitan Thames Valley) still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named MTVH (Metropolitan Thames Valley) in its 2024-25 review for upholding tenants' complaints, so you would not be the first.

  4. 4

    If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and MTVH (Metropolitan Thames Valley) has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with MTVH (Metropolitan Thames Valley) for you, and there is no cost to start.

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45,309
homes managed
Grade C2
government rating: needs to improve
24hr
Awaab's Law emergency repair deadline
10 days
to investigate a serious hazard

How MTVH (Metropolitan Thames Valley)'s own tenants rate them

These are MTVH (Metropolitan Thames Valley)'s own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.

RSH TSM 2024-25 · gov.uk source · MTVH (Metropolitan Thames Valley)'s own TSM page

Happy with their landlord overall67.7% vs 71.8% for most landlords (below average)
Happy with repairs68.2% vs 73.6% for most landlords (below average)
Repairs done in good time67% vs 69.5% for most landlords (below average)
Home kept in good repair68.3% vs 71.9% for most landlords (below average)
Happy with how complaints are handled37.1% vs 35.5% for most landlords (above average)

Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.

MTVH (Metropolitan Thames Valley): Housing Ombudsman record 2024-25

The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named MTVH (Metropolitan Thames Valley) for upholding tenants' complaints of maladministration over repairs and conditions.

Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.

A real MTVH (Metropolitan Thames Valley) case decided by an independent ruling

This is a published independent statutory ruling, not our own client. It shows the compensation MTVH (Metropolitan Thames Valley) was ordered to pay a tenant, and the kind of failing we help you act on.

£1,700
Metropolitan Thames Valley ordered to pay £1,700 after a pregnant resident was displaced for 15 months
independent statutory ruling · case 202127926

Why work with us

Four things we commit to on every case. No fabricated stats.

No win, no fee

If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.

Nothing to pay up front

You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.

Honest advice

We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.

Common issues with MTVH (Metropolitan Thames Valley)

Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.

Damp and mould

Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Leaks and flooding

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Broken heating and hot water

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Sample complaint email to MTVH (Metropolitan Thames Valley)

Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.

Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law

Dear MTVH (Metropolitan Thames Valley),

I am writing to formally complain about disrepair at my home at [your address].

The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts].

I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed.

LEGAL POSITION:

Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair.

Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation.

Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation.

This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code.

If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation.

Yours faithfully,

[Your name]
[Your address]
[Your phone]
[Your email]

Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.

Frequently asked questions about MTVH (Metropolitan Thames Valley)

How do I complain about MTVH (Metropolitan Thames Valley)?
Complain to MTVH (Metropolitan Thames Valley) in writing first, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint and they should reply within about 10 working days. If you are not happy with the reply, ask in writing for a stage 2 review. If they still do not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman for free.
What can I do if MTVH (Metropolitan Thames Valley) have ignored my repairs?
Put the complaint in writing again and keep a copy, because the legal deadlines run from when MTVH (Metropolitan Thames Valley) were told about the problem. Under Awaab's Law a significant hazard must be investigated within 10 working days, and an emergency hazard within 24 hours. If nothing happens, follow MTVH (Metropolitan Thames Valley)'s two-stage complaints process and keep a record of every stage. Or call us free on 0800 030 4669 and we will deal with MTVH (Metropolitan Thames Valley) for you.
How long does MTVH (Metropolitan Thames Valley) have to fix my repair?
Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force from 27 October 2025), MTVH (Metropolitan Thames Valley) must, for an emergency hazard, investigate within 24 hours and offer alternative accommodation if the home cannot be made safe in that time. For a significant hazard, MTVH (Metropolitan Thames Valley) must investigate within 10 working days, complete the safety work within 5 working days of finishing that investigation, and send the tenant a written summary of findings within 3 working days of the investigation (which runs at the same time as the 5-day works window).
How do I report damp and mould to MTVH (Metropolitan Thames Valley)?
Report it to MTVH (Metropolitan Thames Valley) in writing if you can, by email, their online portal, or by phone with a reference number, and keep a copy. Describe the damp or mould, when it started, and any effect on your health. Reporting in writing matters because the Awaab's Law deadlines only start once you have told MTVH (Metropolitan Thames Valley) about the hazard. If they do not act within those deadlines, speak to us.
Can I claim compensation from MTVH (Metropolitan Thames Valley)?
Yes, if you've reported a hazard and MTVH (Metropolitan Thames Valley) have ignored it past the Awaab's Law deadlines, you can claim compensation. How much depends on how long it went on, how serious it was, and any effect on your health, so we cannot promise a figure. On no win, no fee terms you pay nothing up front, and the solicitor's fee only comes out of your compensation if you win, never out of your own pocket.
What if MTVH (Metropolitan Thames Valley) have inspected but done nothing?
An inspection alone doesn't satisfy Awaab's Law. The repair deadline keeps running. Keep records of every inspection date, the surveyor's name, and what they said. This pattern strengthens any future claim significantly.
How do I escalate a complaint about MTVH (Metropolitan Thames Valley)?
Stage 1: formal complaint to MTVH (Metropolitan Thames Valley) (10 working days for response). Stage 2: written escalation if dissatisfied (20 working days). If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim, speak to us and we will tell you honestly.

Related

By: Support for Tenants editorial team

Last updated:

Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.

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