Contact us

Complaints

Make a formal complaint

You can complain about:

  • Standards of service
  • Actions taken by MTVH
  • A lack of action by MTVH, its staff, or staff acting on its behalf

 

What happens in a stage 1 complaint

  • We’ll send you an acknowledgment within 5 working days of receiving your complaint to let you know that we’ve received it. This will include the name of your complaint coordinator and their contact details.
  • We’ll investigate your complaint and, where possible, get back to you within 10 working days. This will be when we agree how we’re going to resolve your complaint.
  • If we cannot offer a solution within 10 working days, we’ll contact you to talk about a new response time
  • If you’ve received your final stage 1 complaint response and it does not resolve all your concerns, you can escalate your complaint (move it on) to stage 2.

 

Other ways to make a complaint:

You can call us on: 0203 535 3535

Or write to us at:
MTVH Customer Care Team
Waterfront House
Beeston Business Park
Technology Drive
Nottingham
NG9 1LA

If you’re contacting us by post, make sure you include:

  • The date the problem started and how often it happened
  • The name of anyone you’ve contacted and dates you were in touch with them
  • Your contact details
  • How you would like us to get in touch with you
  • The impact your experience has had on you and how made you feel
  • What can we do to put things right

This information helps us understand what’s gone wrong, how it’s affected you and what we can do to help solve your problem.

 

Complaints policies

You can find more detailed information in the MTVH complaints policy (PDF) and MTVH compensation policy (PDF).

 

 

If you are concerned about the outcome

If you feel we haven’t addressed your issues, or you have more evidence we have not considered,  you can have your complaint reviewed and moved to stage 2.

 

Stage 2

  • We’ll send you an acknowledgement with confirmation of the person handling your stage 2 complaint, and their contact details, within 5 days of receiving your request for your complaint to be moved to stage 2.
  • If we cannot respond within 20 working days, we’ll let you know and get in touch to discuss a new response time.
  • We’ll send you our final response. This means you’ve come to the end of our process and your complaint is closed.

 

 

If you are not satisfied after stage 2

If you’ve received our final response and are still not satisfied, you can ask a Designated Person (your local MP or Councillor, or a designated Tenant Panel, where one exists) to help you, or refer your complaint to the Housing Ombudsman Service to look at your complaint.

The Housing Ombudsman resolves issues between landlords and residents. The service is free and the Ombudsman carries out its investigations fairly and without taking sides.

 

You can contact the Housing Ombudsman:

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ