Complaints Performance

Here’s a summary of the complaints we have received from April 2021 – March 2022:

  • New Stage 1 complaints: 4,094
  • Stage 2 complaints: 941
  • 18.6% of complaints escalated from Stage One to Stage Two


Changes to MTVH complaint reporting

From 1st April 2021, all MTVH complaints have been managed and reported by the central complaint team. This is a change to previous years, where they were managed and reported separately. This means that the numbers of complaints is now combined, which contributes to an overall increase in MTVH complaint numbers.

Overall, we have seen an increase in new complaints. This increase can be linked to external factors including coronavirus, lockdown and a reduced capacity in our responsive repairs service.


Complaints that go to the Housing Ombudsman 2021/2022

Some of the complaints that we have not managed to resolve go to the Housing Ombudsman Service. It’s a free, independent and impartial service that looks at customer complaints.

We’re working closely with the Ombudsman to resolve complaints earlier, and we’re learning from their decisions (the results of their investigations).


In the last year, we’ve worked with the Ombudsman on 94 complaints. Their decisions were:

  • No Maladministration: 12
  • Maladministration: 12
  • Service Failure: 30
  • Severe Maladministration: 2
  • Early Resolution offering adequate Redress: 29
  • No Jurisdiction: 9


You can find out more about the different types of decisions on the Housing Ombudsman’s website.


Housing Ombudsman Complaint Handling Code Self-Certification

The Housing Ombudsman recently updated their Complaint Handling Code guidelines. MTVH are compliant to all the requirements and continue to make this a key focus to the way that we work.


How we’re improving the way we handle complaints

We’re working on projects to help us do better:


‘Making a difference’ pilot

We were one of 5 landlords working with the Housing Ombudsman Service on the ‘Making a Difference’ pilot project. It focuses on faster and effective complaint handling within our procedures. During the last year we supported another landlord following the success of this pilot to ensure consistency with their complaint handling processes.


Learning from complaints

Monthly Regional Director complaint meeting

To help us learn from complaints, the Complaints Team meets with the Regional Directors and their teams to discuss open and closed complaint cases. During these meetings, we aim to continually improve the services we offer through ensuring policies or processes are changed in response to the lessons we’ve learnt.


Monthly Executive Team complaint meeting

Monthly risk meetings are established between Complaints and the MTVH Executive Team.

The complaint team identify any issues relating to MTVH’s internal processes, specific customers, or housing blocks. Working together, changes are tracked and communicated to ensure MTVH delivers a better service to its customers. Lessons Learnt may also be identified following these meetings and recorded appropriately.


Our past complaints performance