At MTVH, we want to help people to live well and to make sure that our residents and customers can get the support they need when they need it most. Despite our best intentions, we don’t always get things right. We welcome feedback, good and bad, as this helps us learn when things go wrong and to make sure we get things right the next time.

When something is not quite right

If you aren’t happy with the level of service we’ve provided, we will do what we can to put things right. Our commitment to dealing with complaints means if you tell us something is wrong, we will aim to put it right where possible, as soon as we can.

How to make a formal complaint

Our complaints process

There are two stages in our formal complaints process:

Stage One

  • When you make a formal complaint, you will be provided with an acknowledgment of your complaint within 5 working days of receipt, this will include the name of your dedicated complaint Team and their contact details.
  • We will Investigate your complaint and where possible look to provide you with a response within 10 working days, this will be when a resolution is agreed and we commit to deliver the action needed to resolve your complaint.
  • If we are unable to offer a solution within 10 working days, we will contact you to discuss a new response time with you.
  • When you have received your final stage one complaint response you do have the option to escalate your complaint to stage two if you find the resolution offered does not address all of your concerns.

Stage Two

  • An acknowledgement will be sent to you with confirmation of your stage two complaint handler, with their direct contact details within 5 days of receiving your escalation request.
  • If we can’t respond within 20 working days, we will keep you informed, and contact you to discuss a new response time with you.
  • Upon completion of MTVHs internal complaints process we will inform you of your rights to escalate to the Housing Ombudsman Service for an independent review should you remain dissatisfied.

For more detailed information on our complaints policies and procedures, please refer to:

Housing Ombudsman Service

Metropolitan Thames Valley Housing are regulated by the Housing Ombudsman Service, which looks at customer complaints in an independent and impartial way. The Housing Ombudsman Service offers free and independence advice, and can be contacted for advice at any time. If you remain dissatisfied after receiving our final response to your complaint, you can also request an independent review from the Housing Ombudsman Service.

They can be contacted on the details below –

How we deal with other issues

There are some issues which we don’t review as a complaint, because we have separate procedures for dealing with them. These include:

  • Anti-social behaviour cases
  • Insurance claims
  • Matters being addressed via the legal process
  • Complaints about rent increases or the level of service charges or its reasonableness
  • Planned Section 20 works are exempt from our complaints process, as they are covered under the legal process for section 20 works

We will let you know if your enquiry falls into one of these categories, and we will sign post you to the correct department as we remain equally committed to resolving it.