Repairs
Request a repair
Got an emergency repair?
Some problems can't wait, such as a burst pipe or total loss of heating.
Before you request a repair, please check that it’s our responsibility.The easiest and fastest way to request a repair is using your MTVH Online account. Find out what you can do with an account |
Don’t have an MTVH Online account? There are other ways to request a repair.
When are repairs carried out?
Repairs are carried out between 8am and 5pm Monday to Friday. We aim to complete them within 28 days of them being put onto our system.
Request a repair on behalf of someone else
To request a repair for someone else, use their MTVH Online account if they’ve given you access. Or use one of the other ways to request a repair.
As well as letting us know who you are, you’ll also need to give us this information about the person who needs the repair:
- Name
- Address
- Date of birth
Requesting a repair for a communal area
- Repairs in communal (shared) areas are our responsibility.
- If you request a communal repair, you don’t have to be there when it’s being fixed.
- If you report a communal problem that we deem to be a risk to people or homes, we’ll let everyone who’s affected know.
Other ways to request a repair
propertydesk.enquiries@mtvh.co.uk if your home is managed by Metropolitan
repairsteamemails@mtvh.co.uk if your home is managed by TVHA
Having all the details of your repair request means we can send out the right contractor, at a time that’s convenient for you.
It also helps us deal with your request as quickly as possible.
You should include the following information in your email:
- Your address
- Your telephone number (if it’s a communal repair, we’ll only use your phone number if it’s to ask questions about the repair)
- The best days and times for an appointment
- The days and times we should avoid
- Photos of what needs to be fixed
- Your floor number
- The exact location of your repair
- If there are any access restrictions
- If there’s anything else we need to know. For example, you have difficulty hearing your doorbell, or if it might take you a while to get to your front door.
We’ll contact you to confirm your repair appointment. We aim to do this within 2 working days.
If you cannot use online services, or prefer to speak to someone in person call: 0203 535 3535, Monday to Friday, 8am-6pm if your home is managed by Metropolitan
0300456 2929 Monday to Friday, 8am-6pm if your home is managed by Thames Valley Housing Association
We’ll tell you what we’re going to do and how soon the repair will be done.
We’ll also send you a short satisfaction survey afterwards so you can tell us how we did.
Our phone lines are busiest 8am-10am Monday to Friday and the Tuesday after a bank holiday weekend. If you can, it’s best to avoid calling then because you may have a long wait for your call to be answered.
You can write to us at:
Property Department
Metropolitan Thames Valley
Waterfront House
Technology Drive
Beeston
NG9 1LA
You should include the following information in your letter:
- Your address
- Your telephone number
- The best days and times for an appointment
- The days and times we should avoid
- Your floor number
- The exact location of your repair
- If there are any access restrictions
- If there’s anything else we need to know. For example, you have difficulty hearing your doorbell, or if it might take you a while to get to your front door.
Contacting us by post means it will take longer for us to deal with your repair.
