Your MTVH Online account

Online payments terms and conditions

What do these terms and conditions apply to?

These terms and conditions set out the basis on which Metropolitan Thames Valley (”MTVH”, “we” or “us”) will deal with payments made through (“the Sites”). These terms and conditions apply to all payments made via the Sites, telephone, email or otherwise.

Please read these terms carefully as they affect your rights and liabilities under the law. You accept and agree to be bound by these terms by using the Sites. If you do not agree to these service terms and conditions, please do not sign-up to or use the Sites.

Our payments service is only available to individuals who are aged 18 or over.

These payments terms and conditions are available in the English language only.
If you have any questions on the payments service terms and conditions please contact us online.

How do I make a payment?

The following sets out the payment process and describes the payment service that we will provide to you through the Sites. You can make a payment against any rent, service charge, sundry or other account that you have with us. You must choose an account to make a payment against before you start the payment process.

Payments are made by debit card and credit cards only. You must not use any debit or credit card to make a payment through the Sites unless you are the cardholder or you have authority from the cardholder to do so.

The Sites use Stripe online payment and merchant services to authorise card payments and process payments securely. If you choose today as your payment date, you can choose to save the payment card details so that you won’t need to enter them again next time you would like to make a payment. If you choose a different payment date, the payment card details will be stored by default, and you authorise us to initiate the payment on your behalf. We will send instructions to the financial institution that issued your card to take the payment of your chosen amount on the date you have selected in accordance with our payment terms and conditions.

Payment card details are stored only by Stripe. No card details used in the payments process are processed or stored by MTVH. On successful completion of the process, you will receive confirmation of your payment on screen. If you have a verified email address, you will also be sent an email with details of the payment.

When can I cancel my payment?

Where we agree that a refund is due in respect of a payment made to us, the credit or debit card used for the payment will be refunded.

This will be performed as soon as possible but within 14 days of the refund application being received and agreed by us.

Should you have any queries regarding an over payment on your account and think you may be eligible for a refund, please contact the relevant department quoting your receipt or reference number.


If we are in breach of these service terms and conditions, we will only be responsible for any losses that you suffer as a result to the extent that they are a foreseeable consequence to both of us at the time you make a payment. Our liability shall not in any event include business losses such as lost data, lost profits or business interruption.

Nothing in these service terms and conditions excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation.

Events beyond our control

We will not be responsible to you for any delay or failure to comply with our obligations if the delay or failure arises from any cause beyond our reasonable control.

Changes to these terms

We may update these payment service terms and conditions from time to time. Any changes will be notified to you via a suitable announcement on the Sites. The changes will apply to our payments service after we have given notice. If you do not wish to accept the updated terms and conditions of use you should not continue to use our payments service. If you continue to use our payments service after the date on which the change comes into effect, your use of our payments service indicates your agreement to be bound by the updated terms and conditions. However, once you have ticked a box confirming your acceptance of these payments service terms and conditions, you will only be bound by such version of the payments service terms and conditions during your dealings with us in respect of the relevant agreement.

Transfer of rights

You may not transfer any of your rights under these payments service terms and conditions to any other person. We may transfer our rights under these payments service terms and conditions to another business where we reasonably believe your rights will not be affected.

Governing law

These terms and conditions and your use of our payments service, shall be governed by and construed in accordance with English law and the English Courts shall have non-exclusive jurisdiction in connection with all matters relating to these terms and conditions of use.

Information about us

Metropolitan Thames Valley (MTVH) is the trading name for Thames Valley Housing Association Limited (TVH) and Metropolitan Housing Trust Limited (MHT). TVH and MHT are registered societies for the benefit of the community, registered, authorised and regulated by the Financial Conduct Authority (with registration numbers 17375R and 16337R respectively) and the Social Housing Regulator. MHT is an exempt charity and a subsidiary of TVH.

TVH’s registered office is Premier House, 52 London Road, Twickenham TW1 3RP.

MHT’s registered office is The Grange, 100 High Street, London N14 6PW.

Please contact us online with any questions and/or complaints about our service to you.