Metropolitan Thames Valley Bewertungen 1.645

I am not someone who likes to leave negative reviews but I am very disappointed with the service I have received recently.

I have requested for a toilet repair 3 months ago and up to now nothing has been done. I have had 2 appointments cancelled yet I had taken those days off to make sure I’m available for appointments.

I have had 2 plumbers coming, first one came and said he was going to order the part. Few days later I missed few phone calls as I work from 8:3o til 3:30pm, tried calling back on all those days constantly but unfortunately they don’t answer phone call whatsoever. The job was cancelled as I couldn’t get hold of them, I then emailed again as no one was answering phone calls after 3:30pm.

However, managed to get two more appointments which were cancelled on the day, both days because on sickness. Had to rebook again for someone to replace the part but guess what, they send someone new to look at the job again, he didn’t have a clue of what was wrong with the toilet. And had to explain to him but still he was a bit confused. He promised he was going to order the part and bring it himself to fit in few days but up to now it’s been 3 weeks and I haven’t heard anything from anybody.

I have a son who has ADHD, who’s struggling to use downstairs toilet especially night time. Sometimes I have to now use a bucket of water to pour it down the toilet because he can’t be bothered to go downstairs during the night.

I am very disappointed with this poor service and hopefully something can be done as soon as possible.

Chris was extremely helpful. He rearranged the appointment previously made by text. However, the four stars is just for Chris because overall MTVH make repairs extremely difficult to report, ridiculously impossible to arrange, often just closing a job request without the request even being allocated. The contractors turn up when they want, not the scheduled day and time, do a poor job, if they actually manage past the first viewing of the job. Terrible customer service overall and poor contractors

Mtvh are not very good service don't like doing anything to the house I made 5 complaints and got know where on any of Dem so I have told them I am taking Dem to my MP and itv news

Paul efficient,polite and got the job done
Regarding the leak from the roof, I had the best experience with Paul. He was polite ,efficient,explained what he was going to and easy to understand. hoping for more staff of this calibre) well done Paul and thank you
From Emmanuel D. 🙏

Both boilers in my house not working. Almost two weeks in this freezing weather. Given fen heaters which cost a fortune to run. Having to stay in a freezing house as the electricity cost is too much for me to pay. Going back and forth between Oakray and MTV. No empathy from staff. I am very disappointed with the two companies. I would wish my situation to my worst enemy.

Absolutely shocking company. I own my flat outright and having an issue as the roof is leaking and I have water dripping through my ceiling causing damage. Been advised by MTVH that although damage is being caused by their lack of maintenance, the cost of repair they have caused is down to me. How is that right? Then Tey and contact and you can never get through. Put in a report of damage, they make an appointment to see you, take a day off work to facilitate that and they don't turn up. No phonecard, no email nothing. Absolutely shocking

As a long time tenant at MHT I have dealt with hundreds of MHT operatives and today I think I had the best experience with Paul. He was polite ,efficient,explained what he was going to and easy to understand. It was without a doubt the most positive experience with an MHT member of staff I have ever had ( here's hoping for more staff of this calibre) well done Paul and thank you .Ms.J. Bayo

Rang today with a issue with my cooker switch and spoke to a lovely helpful man called Paul so lovely to get someone like this to talk to and help

once they have you in all they care about is rent, don't care about your issues or repairs.. can't wait to get out

Clearly MTVH is the worst housing association I have ever encountered.
They are not a fit organisation to be managing social housing and any licences to operate that they have should be withdrawn immediately and all executives of the business should be dismissed for incompetence.
I have a disabled friend who lives in a MTVH property. Her central heating and hot water system / boiler has stopped working several times recently. Additionally, she also has a number of other problems with her ptoperty, but nothing gets done. The weather has been excessively cold recently and therefore she is in significantly need of hot water and heating. After being on hold on the telephone for nearly an hour the line is disconnected, requiring repeated phone calls to eventually get through. When you get through there is no expression of concern. A promise of an Engineer calling is made, but it is always a no show with no explanation or call to say the visit has been cancelled. When follow up calls are made the process is repeated. Calls have long wait times and are eventually cut off and any new appointments for a visit which are made are lies and not fulfilled with no explanation. How do you get anything done by MTVH??? Vulnerable, disabled or elderly people are ignored and not prioritised. What a shambles of an organisation.

16/01/2026 Update.
My disabled vulnerable friend is still sitting on her sofa wrapped in a blanket and shivering with the cold. No Engineer has called or visited so far. This is over 24 hours after the problem was first reported. I offered to take my friend to my house to get warm and have some food, but she would not move because she had been promised that and Engineer would call and she did not want to miss the appointment. Of course this is all fictitious and my vulnerable disabled friend is still sitting freezing on her sofa. MTVH, do you not have social conscience or are you totally inept and uncaring?? I shall be taking this matter further and raiding it with anyone who will listen. I tried phoning again, but after 45 minutes on hold I get cut off. No surprise there then. Disgusting.

Further review. 16/01/2026. 16.40 hours
Still no Engineer calls. My vulnerable disabled friend is still shivering wrapped in a blanket. She refuses to leave because she believes the lies from MTVH that an Engineer will call and service the boiler. It's not ideal that she should come to me because I am suffering from a virus and a sinus infection which could be catastrophic for her if she catches it. My next call will probably be for an ambulance as her health deteriorates.
MTVH, how do you live with yourselves with this this situation and atrocious customer service and the untruths that you say to your residents. I'm appalled and want to do more, but my illness prevents me. I cannot leave my vulnerable and disabled friend for another night without heating and hot water. I shall have to leave my sick bed and go and collect her and insist that she comes to my house and convince her that although MTVH have said they will send an Engineer, this is not true and will not happen. MTVH, Do you have any Social conscience or consideration of the vulnerable, disabled and elderly. What an appallingly arrogant, dishonest and uncaring organisation.

Update 19/01/2016
My friend who is a tenant of MTVF is an elderly, disabled, vulnerable female.
She reported a boiler failure on 16/012026, so no heating or hot water. It was promised an Engineer would call, but no visit to date. She remained in her flat shivering with the cold and refused to leave because she had been promised an Engineer would call. I was unable to travel to her flat to assist, because I was in bed with a virus and sinusitis infection. All follow up calls to MTVH stated that there was no record of the call or request for help. MTVH will deny this of course, as usual and all records will have been doctored to support their statements. This is not the first time my friend has experienced this. This is not un-typical. MTVH always use this as a response for lack of action. On 19/01/2026 I became concerned for my friends health, so I left my sick bed (I am 75 years old) and went to my elderly disabled friend. I assessed the situation with the boiler. I went to screwfix and purchased components (£3.00) and rectified the faults and restarted the boiler. It took 10 minutes?? I am a retired Aerospace Engineers with 50 years of experience. I would not interfere with any gas related problem on safety grounds, however, the solution was simple and I will not accept any criticism from MTVH over my actions when the majority of call-outs are ignored and their Engineers are mostly Contractor's and are unskilled with very limited knowledge which enables MTVH to reduce costs. I took my friend to my house to get her warm, give her some food.

I spoke with Paul, regarding the issue I'm having with the garden door, which is also used as an emergency exit, not only did Paul help me with reporting this issue, he also made me feel at ease and talked me through each step. Paul was polite and reassuring throughout the call. Thank you so much.

I would like to start this review by saying, that this 5* review is purely for the representative that I spoke with today.

I would like to acknowledge how lovely it was to deal with Damian in the Accounts Team this morning, from the get-go he was incredibly happy and clearly a great representative with a passion for customer service excellence.

He listened with empathy, explained how the mistake with my Service Charge account had occurred and assured me it was through no fault of mine. Sadly, even though it was an MTVH error, I must pay the arrears accrued, but Damian provided a solution and put it in place.

At all times he explained clearly, simply and was just a pleasure to speak too - a real credit to MTVH to have such a great colleague representing them.

I spoke with Paul who assisted me with an emergency toilet issue. Not the most pleasant of things but he made the booking of it swift and reassured that it would all get sorted. Very polite and professional overall

Daniella was very well spoken on the phone with me today. She calmed me down, told me what I needed to do and assisted me a second time where I called again. She’s so great

*** This review is an update to an already appalling experience. ***

A serious water leak was formally reported on 18 December. It is now 13 January, and despite MTVH’s repeated claims of “progress”, no effective investigation or repair has taken place.

Multiple appointments were arranged with both my flat and the flat above, yet MTVH and their contractor (Metworks) repeatedly failed to attend. No notice. No explanation. No accountability. Despite these no-shows, Ryan (the complaints handler) has continued to issue generic, misleading statements asserting that “investigations have been completed” and “works are progressing”.

This raises a very simple question:

How can investigations be completed when site visits have not occurred?

Either MTVH’s internal reporting is fundamentally broken, or inaccurate information is being knowingly relayed to leaseholders. Both scenarios are unacceptable.

This conduct places MTVH in clear breach of their statutory obligations, including but not limited to:

- Section 11 of the Landlord and Tenant Act 1985, which requires landlords to keep the structure and exterior (including roofs and guttering) in repair

- Homes (Fitness for Human Habitation) Act 2018, which mandates that properties must be free from serious hazards such as water ingress

- Defective Premises Act 1972, where failure to remedy known defects that cause damage may give rise to liability

This is now the second time in one year that my apartment has suffered water damage due to MTVH’s refusal to address known root causes. The previous incident was attributed to blocked guttering, yet MTVH explicitly refused to include gutter cleaning in scheduled maintenance. The predictable consequence? Recurrence of the same defect and further damage.

To compound matters, two separate inspections were scheduled and failed to take place. The occupants of the flat above confirmed that they were contacted by MTVH/Metworks, a visit was arranged, and no one attended. The same occurred at my own flat: a separate inspection was scheduled on a different date and, again, the contractor did not show up. These were two distinct no‑shows, both arranged directly by MTVH or their contractor.

Despite this, MTVH continues to reference “investigations”, “reports”, and “access evidence” to suggest progress has been made. None of this has been shared, and given that site visits did not occur, such claims are simply not credible.

The leak was reported on 18 December. It is now 26 days later, and no permanent repair has been completed. This is in direct breach of MTVH’s own Responsive Repairs Policy, which classifies active water leaks as a priority repair requiring urgent action. Instead, residents are left with ongoing water ingress while MTVH issues generic assurances that matters are “being progressed”.

These assertions are therefore demonstrably inaccurate and fundamentally undermine confidence in MTVH’s handling of serious disrepair.

This behaviour is not an isolated lapse. It reflects a systemic culture of delay, misrepresentation, and abdication of responsibility, while leaseholders are expected to pay extortionate service charges that are often incorrectly calculated and entirely disconnected from service delivery.

MTVH’s approach appears to be:

- deny or minimise recurring defects

- miss appointments without acknowledgment

- issue templated, non-specific responses

- shift responsibility between departments and contractors

- wait out residents through exhaustion

For a housing association of this scale, this is not merely incompetence - it is institutional failure.

If you own a property managed by MTVH, understand this clearly:

You may own an asset worth hundreds of thousands of pounds, yet you will be treated as an inconvenience when fundamental legal duties are breached.

This is, without exaggeration, one of the worst-managed housing organisations I have encountered.

Paul was very polite and brilliant with sorting out things for me at property desk

Hi, thank you Paul for returning my call and resolving my issue. so quickly Your Customer Service was great and I really appreciate it. Thanks again.

I own the leasehold for a flat in readin which is managed by MTVH. The building insurance is paid as part of the maintenance fee.

Friday afternoon i noticed water coming from the flat above. I contacted the flat owner who confirmed there was water on the bathroom floor. I contacted the helpline at MTVH and after a lengthy talk with them on several phone calls they agreed to send a plumber. The water it transpired was sewage, and the leak was coming through our light fixtures and interfering with the electrics so we had to turn our electrics off.

The plumber said the leak was fixed but we had wet walls and so we could not turn the electric on as we were not sure it was ok. Consequently we spent last night with no heating or electricity. We have a 5 year old son as well as a disabled adult in the property and this was a risk to both persons health as well as mine due to the sewage and extreme cold.

I have since checked the insurance policy and see it covers escape of water and also alternative accommodation if the property is uninhabitable.

Despite many calls to MTVH and the insurance company nobody will help us and are saying it’s not their problem. I have quoted the insurance cover but they have refused to offer any help. They finally said they would send a plumber as the issue is not sorted but they did not come.

About an hour ago I managed to speak to someone who listened to my issues and said they would chase up the plumber but they have still not turned up. We have just spent a second night in our flat with no heating and electricity and it is again freezing. They have also said there are no procedures in place for this sort of an incident.

Surely when the insurance clearly covers this issue they should be doing all they can to sort out the issue and make sure we are not left in a freezing cold dark flat. Instead they are saying they will not do anything until Monday which means a third night.

Our 5 year old son is vulnerable and should not be abandoned and ignored. This is very heartless and we feel it is not what the management at MTVH would want to happen. We are desperately cold and need someone to act immediately.

It was a pleasure speaking with Paul. He Is polite, helpful and had great customer service skills. He is an asset to MTVH.

Paul was very helpful when I rang about a leak at my property.