Metropolitan Thames Valley Recensioni 

Chris was so helpful today and I learnt a lot! Great advice…thank you 😊

My experience with MTVH has been disappointing. Communication is poor, and I have found the service unreliable and unhelpful when issues needed attention. Responses can come across as dismissive, and commitments have not been followed through as expected. I believe there is significant room for improvement in customer service, transparency, and accountability.

I was sold/let this flat 10 years ago with an existing leak, which the housing association failed to disclose at the time.
Although a temporary repair was carried out in 2018, the leak reoccurred in 2023. Since then, I have been struggling to have the necessary works completed and have received a number of distressing communications from the Service Improvement Team.
It is particularly concerning that the housing association proceeded with the sale/letting of the property without disclosing the prior issue and is now refusing to take full responsibility for the matter.

I spoke to Leslie at the main desk today. She listened to my long winded repair issue, went to try and get a solution from several people and then arranged to call me back when it began to take too long. She found a solution for me and must have spent over an hour on my one problem. She was friendly, helpful and a generally lovely lady to talk to

Sorry to blow out all the "Good" reviews but I need to share something. I find that certain repairs are being missed from my mothers home, where she has lived there for 66 years. I feel that repairs which have been of a rolling maintenance system have been left from her home. Also when repairs are requested they seem to be lost or ignored. How do you, as a son, report these issues to MTVH and they expect a 92 year old person to read/react to emails which have cutoff dates. I cannot check if these requests are being sorted. I certainly know they are being ignored. How would you feel if you Mother had been in the same home since 1961 ?

I am very disappointed with how MTVH has handled the recent changes to the service charges on my account.

I received an official Rent and Service Charge Update letter dated 27 February 2026, which clearly confirmed my monthly payment from 1 April 2026 as £1,071.26, including rent of £987.04 and service charge of £84.22. I arranged my payments based on this written confirmation.

However, when I later checked my MTVH online account, I found that my service charge had apparently been increased to £117.42 per month, with an additional retrospective “Automatic Debit Adjustment” applied, without any prior written notice, clear explanation, itemised breakdown, or supporting documentation.

A new “Sinking Fund Contribution” also appeared on my account, again without any clear explanation of what it relates to, how it is calculated, what lease clause permits it, or how the fund is managed.

As a leaseholder, I expect transparency, clear communication, and proper evidence for any increases in service charges. This is especially important when charges are applied retrospectively or when new cost headings are added to the account. I have asked MTVH to provide a full breakdown, supporting documents, the relevant lease clauses, and an explanation of how my share has been calculated, but the situation has caused unnecessary stress and uncertainty.

My property is a house, not a flat in a communal block, so I also expect a clear explanation of what services are actually being provided to justify the higher monthly service charge. I also have concerns about whether comparable properties on the same estate are being charged consistently and fairly.

Overall, I feel MTVH’s communication has been very poor, the account changes have not been properly explained, and the lack of transparency has seriously undermined my confidence in how they manage service charges.

This is not the first time I have experienced this issue. A similar unexplained increase happened last year, and I had to escalate the matter to the Housing Ombudsman Service in order to seek a resolution. It is extremely disappointing to see the same pattern repeated again.

Based on my experience, I would strongly advise others to be very cautious when dealing with MTVH. Their handling of service charge increases, communication, and transparency does not give the impression of a properly managed or reliable organisation.

I hope MTVH takes this complaint seriously, provides the requested documentation, and reviews the charges fairly and transparently.

Ishan on the property desk was very friendly, helpful and ready to help with a few issues I had this morning. He was very efficient and gave me all the information I needed and sent relevant information to others to complete my requests. Thank you Ishan 😊

MTVH don’t read the emails fully, they are non caring.

Had a repair booked, waited months then it was marked as completed and closed and the repair hadnt even been done. Couldnt contact anyone only go online and report it. Its been put down as a new repair and i have to now wait again. Lousy customer service cant even speak to anyone

this company lie threaten you intimidate you they have lied about a major damp problem our housing officer lied about my husband and took 3 years to put a post on our fence we have a boiler that is out of date and they refuse to do it we have had rats since 2023 in our walls and ceilings and they send surveyor who does know how a machine works and only surveyor half the property they are corrupt and offer vunerable adults money instead of doing the jobs one workman came out and told me he was a plumber but come to fix fence never done it before hopes he dont hit a gas pipe reassuring allyson campbell laura henshaw kelly fox and Nigel Evans all corrupt nigel Evans told us he didnt work for mtvh and my solicitor did a check on him he been with the company 5 years I dont get why they lie they get found out and it makes them.look stupid

Speaking to Jhenell Angus who informed me I would be contacted by someone, still had no response from them. This is relating to ground maintenance team chipping 2 block windows on the ground floor while cutting the grass which is a service we pay for, that is increased what feels like weekly.

I contacted MTHV today about a repair i requested online. They keep saying online is quicker and easier. Not true. But I spoke with someone today and he was polite and friendly and helpful. So don't trust the online repair request.

Always prompt and professional in solving problems. Courteous staff and clear conversations on the phone.

Today I had the wonderful help from Paul (property desk). He lashes it so easy to talk to him and help me with what i needed. He was very professional, friendly and very understanding. He made it a pleasure to talk to him. Absolutely made my day. To stars for Paul

I would like to complement my housing manager Julie for helping me through a tough transition in my personal life that affected my housing needs and future support!
This was achieved by understanding my needs, compassion and professionalism.

I can’t thank Julie enough for her support and the hugely positive impact on my living situation she personally made happen. (Lucy is also massively thankful)

Crisean was very polite and informed me of further developments regarding my repairs.

Katsina was very helpful and sorted out a appointment for my repair to be done at a date best possible

I found MTVH automated system a little confusing but when I finally got through to Michael from MTVH he was super helpful and friendly. He sorted out my problem immediately with confidence and enthusiasm.

Disgusting how an emergency call out comes to to fix communal lights and they don’t even do it .. 3 days!! I’ve been calling about the lights are out! In the communal walkway .. your carnt see anything coming out of my flat and it’s DANGEROUS and we have medical conditions.. now there saying someone is switching them off .. ve been here 1( years and never have I found it do ridiculous

Good customer service from Chris...
Was helpful and efficient.
Thank you