Request a repair

What repair do you need?

Emergency repairs

Request an emergency repair for things like burst pipes or total loss of heating.

Heating, gas or water

If it’s not an emergency, call an approved contractor.

Damp and mould

Tell us about damp and mould and we’ll work with you to fix it.

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:


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

If it’s a one-off

Call us. You’ll need to tell us this information about the person who needs the repair:

  • Name
  • Address
  • Date of birth

If it’s on a regular basis

Ask the person who needs the repair to tell us you’ll be dealing with MTVH on their behalf.

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.

Request a repair with your MTVH Online account

Get an account

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

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.

Thanks for your feedback

Interested in sharing more of your thoughts?

Get £30 for taking part in a 1 hour research session.

You could be testing new web page designs or telling us about your experience with MTVH.

Sign up for research sessions