Check your landlordLandlord
Metropolitan Housing Trust Limited
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 77
- December 2020 to May 2022
- Maladministration found
- 52%
- 40 of 77 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- the Ombudsman’s most serious finding
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 77 rulings.
Now part of Metropolitan Thames Valley Housing (MTV)
- Thames Valley Housing Association Limited · became a subsidiary (still a separate landlord) · 8 October 2018 · source: mtvh.co.uk
- Metropolitan Thames Valley Housing (MTV) · group merger as parent (still a separate landlord; trades as MTVH) · 8 October 2018 · source: mtvh.co.uk
Rulings published under Metropolitan Housing Trust Limited stay listed under that name. Rulings under the current name are on Metropolitan Thames Valley Housing (MTV)’s page (429 rulings).
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 22 | 29% |
| Partial maladministration | 18 | 23% |
| Reasonable redress | 16 | 21% |
| No maladministration | 9 | 12% |
| Outside jurisdiction | 5 | 6% |
| Mediation | 7 | 9% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 55 |
| Take Specific Action (non-repair) | 16 |
| Other | 11 |
| Apology | 9 |
| Repairs | 8 |
| Staff Training | 8 |
| Process Change | 5 |
| Case Review | 4 |
| Policy Review | 3 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 43 | 23 | |
| Managing Relations | 38 | 27 | |
| Estate Management | 12 | 8 | |
| Financial | 12 | 9 | |
| Health and Safety (inc. building safety) | 4 | 4 | |
| Moving/ | 4 | 3 | |
| ASB/ | 2 | 1 | |
| Information and data management | 1 | 1 | |
| Occupancy Rights | 1 | 1 |
A ruling can have more than one category tag. 9 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 5 | 2 | |
| 2021 | 61 | 31 | |
| 2022 | 11 | 7 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
No Ombudsman 2025-26 report is published under this name. The Ombudsman reports on this landlord’s group: Metropolitan Thames Valley Housing (MTV). Read that report (PDF)
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
45,309 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 96.7%
- Stage 2 answered on time
- 98.6%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 77The 10 most recent of 77 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 25 May 2022Case 202113980 · Assured TenancyMediation
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of a mutual exchange application.”
- 25 March 2022Case 202114454 · Shared OwnershipNo maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about: The landlord’s suggested increase to the level of the resident’s service charge to pay for the clearance of the communal bin store. The lack of signage in and rubbish and recycling collection from the communal bin store. The…”
Recommendations: Take Specific Action (non-repair)
- 25 March 2022Case 202106201 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Refurbishment works to the resident’s kitchen and alterations to the bathroom. The associated complaint.”
Orders or recommendations: Compensation, Staff Training
- 25 March 2022Case 202004518 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: the repairs following the report of a leak, including the installation of a new kitchen the disposal of the resident’s belongings the related complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 21 March 2022Case 202105422 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about: The landlord's handling of repairs to resolve damp and mould in the property. The landlord’s handling of the decant whilst repairs were taking place.”
Orders or recommendations: Compensation
- 17 March 2022Case 202009265 · LeaseholderMaladministration
What the complaint was about (from the ruling) “This complaint is about the landlord’s handling of the resident’s request for an EWS1 form.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 15 March 2022Case 202106485 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s request for a support worker.”
- 11 February 2022Case 202100884 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s service charge account, which resulted in significant arrears. The complaint is also about the landlord’s complaints handling.”
Orders or recommendations: Other
- 28 January 2022Case 202100394 · LeaseholderMaladministration
What the complaint was about (from the ruling) “This complaint is about the landlord’s handling of: the resident’s request for an EWS1 certificate; the related complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 25 January 2022Case 202103269 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The resident’s complaint is about: The landlord’s response to the resident’s reports in relation to his storage heating and immersion heater. The landlord’s complaint handling.”
Orders or recommendations: Compensation, Other, Policy Review, Staff Training
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