What repair do you need?
All other repairs
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.
Heating, gas and hot water repairs
Call one of our approved contractors directly if you need a non-emergency heating, gas or hot water repair.
East Midlands and East Anglia
Aaron Services – 0120 531 9237.
North London
Oakray – 0208 370 2797 (for repairs to your home).
BSW – 0800 142 2761 (for repairs to shared areas in your building).
South London
Call K&T Heating on:
- 0208 269 5991 (for repairs to your home).
- 0208 269 5986 (for repairs to shared areas in your building).
Kingsmoor Park, Woking
K&T Heating – 0208 269 5995.
When are repairs carried out?
Repairs are carried out Monday to Friday, 8am – 5pm. 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
If you can’t request a repair online or prefer to speak to someone in person call:
- 0203 535 3535 if your home is managed by Metropolitan
- 0300456 2929 if your home is managed by Thames Valley Housing Association
Phone lines are open Monday to Friday, 8am – 6pm (closed on bank holidays).
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.
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