Metropolitan Thames Valley Reviews 

Avoid if you value communication and basic maintenance

I honestly can’t recommend MTVH.

The biggest issue is the complete lack of communication. Essential items such as lifts, entrance doors and car park gates are left broken for weeks on end, with little or no updates for residents about when they will be repaired.

The fire alarm is constantly going off, causing unnecessary disruption and stress. This has become a regular occurrence rather than an isolated issue.

Trying to contact someone is almost impossible. When you finally get through, you’re passed from one department to another without anyone taking ownership of the problem. If you use their online portal, you can expect to wait days for a response, if you receive one at all.

Overall, it feels like MTVH has very little regard for its residents. There seems to be no urgency in resolving issues or keeping people informed. As long as they’re receiving their money, residents’ concerns appear to come second.

Very disappointing service, and I wouldn’t recommend them based on my experience

Had a ceiling leak within 6 months of moving into the property. I have been driving for years, despite this, I have been denied an allocated parking space in the garage which is connected to my property. Local council will not provide permitts. I have requested a fob for a bike shed and have been waiting 3 weeks ongoing for a response. MTVH staff talk unprofessionally on the phone and are negligent.

I really really,appreciate all the wonderful support you are giving to me

At just under 30 years as a tenant I would not rate mtvh at all however you can’t leave a review without any stars. I have had ongoing issues with my windows for years , including heat loss. I raised 2 complaints last year, (and also have a number of complaints about them over the previous years) 1 during winter in relation to heat loss and the other in June in relation to trapped heat exceeding 40c which I believed at the time was due to not being able to open 2 sash windows ant the back of the property. In October they responsed to the complaint at stage 2 offering me £850 on the condition I accepted it within a set timeframe and informed me that they had been informed in February that my windows had reached the end of their life but the repairs manager had “forgotten” to pass the information on to planned works. That my windows would be up for renewal this financial month war. I did not accept it as that would mean I agree with them and I don’t. They failed to treat it with any urgency despite the history, subjected my family to our 8th winter coping with heat loss and the financial strain of that and here we are again now presently experiencing dangerously high temperatures in our home due to trapped heat as the windows have not yet been renewed. I raised a new complaint 2 weeks ago because they have failed to resolve the issues in a whole year. Despite the upcoming window renewal it is still a repair issue until the renewal has taken place and they still have a duty of care to my family, including a child who also have health issues worsened by both the cold and trapped heat. Mtvh rejected the compliant saying I exhausted the process last year, so they are aware of the problems and that nothing has been done and they continued to do nothing referencing the last complaint yet refuse to acknowledge my right to raise a new complaint based on the fact that the issues are unresolved and I am experiencing the same issues again now with are a danger to both health and life. Mtvh have done nothing. I received a call yesterday from Metworks, the same in house contractor who have been unable to fix the windows for the past 8 years…to make an appointment for the 6 August to “fix” the windows which they have been unable to fix since 2018. Now the only reason I was called is because I emailed my councils environmental health team and property licensing teams requesting a safe housing assessment and I also contacted mtvh safeguarding team to force them to do their jobs. They are now attempting to cover their backs as a result. They have a number of reports over the 2 years informing them of issues with the property which includes heat loss, cold air and hot air to pool and they have chosen to ignore them. The south west London repairs and housing team along with the customer care/complaints team, both property and heating related are the worst. And their service failures extend all the way up the pyramid to the seniors who oversee the departments to their senior regional property manager Janet Cornthwaite. The multiple service failures, their inability to hold themselves accountable for anything means they fail to improve, their apologies are empty and they will do their best to blame the tenant when being investigated by external agencies. They most definitely need investigating further in general. If you want to see a true picture of mtvh just look on the housing ombudsman’s website.

We live in a MTVH extra care complex in West Bridgford where the average age is 85 years with some infirm and some in their nineties.
The temperatures over the last three weeks has been consistently day and night between 28C and 32C without respite.
Temps between 26C and 31C are considered dangerous and over 31C an emergency.
We have requested for MTVH to supply a couple of air conditioners in the Communal Lounge to form a cool room as a shelter to those who are suffering, but have been refused by MTVH top management.
Can Emma and Lee please contact whoever is responsible, ( not our superb local team), and persuade them to take action before we suffer a tragedy.

“We believe everyone should have a decent home and the chance to live well“.

I have never seen a company not deliver on their mission statement with conviction as much as MTVH have showcased.

Where I live, managed by MTVH, is home to over a dozen families with young children. This week, facilitated by long neglected security measures, an incident happened which led families to feel unsafe and caused damage to the property.

MTVH’s response to the resulting damage has been nothing short of passive and borderline unbothered, sending out an initial team to address some parts but ultimately, not finishing the job.

This has come after service charges were increased by 20% for us recently. It’s basically robbery of young families. They parade their supposed values on their website and via press releases but do not have the courage to act with conviction on the matters they preach. I hope to be proven wrong and receive some support me and my neighbours finally deserve but unfortunately, at this stage, I have little hope.

Phone lines are terrible. Get passed from department to department. Nobody takes ownership of issue. No managers available to speak to. No clear escalation process. Still awaiting response and call back.

After 31 years with Thames Valley - now MTVH - the drop in standards and service delivery - though never brilliant - is sometimes pretty disgusting. Were it not for a few shining individuals - this Housing Provider would be a complete sham...repairs that require you to chase the more serious they are...communal cleaning that becomes more non existent every year although we all pay more every year... criminal matters they are oblivious to...housing officers clueless of what's really going on in their "patch"... for years treating tenants and leaseholders differently...**Although Now it seems they have similar contempt for Leaseholders and Renters alike..even now with so much hate crime ...they continually side with Perpetrators and so make people vulnerable: they continually fail in their Duty of Care towards people in this regard...they are utterly clueless of their extreme failures in this regard! They're using Chat bots to "reply" to these very serious and longstanding concerns we're raising (to tone deaf ears here!). The Staff across the board apart from a few very special ones - do the absolute minimum - and cannot wait for their ill earned evenings weekends - and annual leave... but clearly have been "motivated" to write several fake reviews here I suspect. Yet despite their contempt for really doing what they should..unless they would be fined (and even then!)...they seem set on a downward trajectory... unless some honest decent people start running this "organisation"... perhaps with a bit more Press exposure - they'll become motivated to really do their Jobs?

I had a serious and worsening leak issue in my flat, and Chris A went above and beyond to help move things forward. He took the time to understand the situation properly, reviewed the damage by video, followed up internally, and made real efforts to get the right people involved rather than simply passing the issue along.

What stood out most was that Chris treated the problem as urgent and practical, especially where there were health and safety concerns. He was professional, calm, clear, and genuinely proactive. In a situation that had become very stressful, his help made a real difference.

Credit where it’s due: Chris A provided the kind of service people hope for when dealing with a serious housing repair issue.

I dealt with Chris A today. He was extremely helpful , polite and friendly and made it easy to deal with my issues.

I have spoken to chris on several occasions about an on going repair that started in november and chris was the only one seemed interested in solving it and now i understand he has done this

We went for a repair and the service was excellent Ishan was the helper and he did a great job. Very polite and experienced and he was amazing.

Have been suffering from a leak for over 6 months

MTVH are yet to resolve the leak

The cause of the leak is not complicated but MTVH have managed to make it's resolution very complicated

Would help if they respond to emails and calls asking for updates

Has taken it getting to a level 2 complaint to get someone at MTVH to show any interest

No help what so ever from the manager of Sunbury mht for a carer car pass. Just park across the road, his answer. Passes only for residents. Okay carer lives with us. Reply case closed.

They do not respond or deal with complaints, they also do not uphold basic laws involving cleaning up human waste within the timeline and leave it for so far 4days, in a communal areas which has vulnerable children and adults. Despite multiple calls to get this sorted each day. They also do not uphold tenancy agreement clauses that prevent neighbours from being a nuisance to others by enforcing the correct flooring is laid and allowing other tenants to be constantly effected by the changes others have made with no permission.

I had a very positive experience with MTVH today. I would especially like to thank Paul Watson for his professional support. He helped me with my enquiry regarding my water supplier and resolved part of the issue. Thank you for your assistance.

I spoke to Reginald my housing manager today, I felt he was aggressive and rude. I was being polite and as nice as possible. My car had a note put on it saying don’t park here, parking is very limited and all residents do very well managing. When he came to the phone the first thing he said was is that the car that was parked in a bush, which it wasn’t, it was nicely on the side I’d say. There are no plants etc, he said I was damaging the vegetation and if I parked there again my car would be clamped, not long after this the phone went down, I hope it was due to bad signal. A nice touch would have been for him to call me back, well that is if he didn’t put down the phone, I hope this wasn’t the case.

My experience today with Michael was joyful to speak with . Excellent customer service caring and understanding and was listening to what I was concerned and worried about . Thankyou

63 months , 23 reference numbers, 4th survey, 7 complaints all dismissed at stage 1 of the complaint process.....

Guess what? I have now been instructed to report this as another new repair.

Damp and Mould.