Metropolitan Thames Valley Avis 

I spoke to Michael this morning. He was very helpful and helped to sort out my problem. Very friendly and easy to talk to

Mtvh replied to my query about a home alteration within a few days. Helpful advice and forms sent to me in post, as printer not working at the moment.

This is my second review of MTVH.

I have lived in a property managed by MTVH for almost four years, and it has been the worst experience I have had with any landlord or managing agent.

My primary issue throughout has been communication. Over the course of several years, I have repeatedly experienced missed follow-ups, long delays in responses, poor record keeping, and a lack of ownership when issues have been raised. On one occasion, it took MTVH approximately three months to respond, which I believe reflects the wider communication issues I have experienced throughout my time living in the property.

The situation became so frustrating that I had to escalate my complaint to the Housing Ombudsman. Throughout the investigation, I found that key information relating to my case had either not been recorded or had been omitted from MTVH's records, including details concerning the impact the ongoing issues had on my mental wellbeing. The Ombudsman ultimately found service failures in MTVH's handling of my case and awarded compensation as a result.

Unfortunately, despite the Ombudsman involvement and multiple complaints, the communication issues have continued. I am now in the process of selling the property and moving on, and I am still experiencing the same problems with obtaining responses and updates from MTVH.

The property itself has also been disappointing. While some defects and issues are expected in newer developments, I found MTVH reluctant to properly investigate or address concerns that were repeatedly raised.

After almost four years, I have lost confidence that meaningful improvements will be made. Based on my personal experience, I would not choose to purchase another property managed by MTVH or sold through SO Resi, and I would encourage prospective buyers to carry out thorough research before committing.

This review reflects my own experience as a resident over the past four years.

Very poor service severe lack of communication, being ignored being lied to, the incompetence is definitely an eye opener.

This ‘housing association’ are absolutely the worst! Been living in my property 13 years and had a leak in every single room due to roofing issues that they claim to repair only for another leak to start in another room. The contractors they use have terrible reviews on Google just like Metropolitan! They were very good before they merged with Thames Valley and now they’re not even okay, the doors are always broken, the intercoms are the same! I honestly can’t believe how difficult it is just to get a repair. Takes months or years and then the issues seem to be bodged and just break again

Michael. It was a pleasure to be served by this young man. Helpful, patient, understanding and clearly passed on the information required. Even though it was a short exchange I felt uplifted by it. He sounded confident and took time to explain to me( I’m elderly). Over time some of your staff have sounded rude and rushed. Some have even cut me off. I also autistic. He is an asset to you.

Chris A was attentive and cared to my needs. Had a crazy plumbing issue that took 10 hours to be tended to but despite the long wait I was definitely taken seriously. The plumbers were great too. Looking forward to the issue being resolved and seeing how MTVH takes care of this situation long term as it is very serious but overall satisfied with my experience today

I contacted customer service tdy to rearrange a appt…I spoke to Reeham who was polite understanding and sorted a new appt out for me so a big thank you to Reeham :)

I've been with you for over 30yrs now. In all that time I have never seen or spoken to anyone. I have sent messages regarding price increases as in all those years there hasn't been any help with anything

I Hazel Waldron, have been an MTVH Tennant now for Four years. In my opinion their Customer Service Team are very considerate, pleasant, polite,considerate and helpful. The Landlord is also considerate and understanding.
If there are any problems at the property, the Customer Service Team is contacted and informed of the problem, then a member of the Team will pass the information to the right department who will inform the Tenant the day and time when they will be there to sort out the problem.

Very helpful professional advice and dealt with problem excellently, can’t thank Chris enough.

Shubh at the property desk dealt with my queries professionally and efficiently, very pleased with the service he has provided. Thank you

Having been a leaseholder in an apartment block for the past eleven years I can only advise that buying this apartment for our retirement was a dreadful decision. This beautiful building has been allowed slowly but surely to fall into decay. My feeling is, that if it was in London or Nottingham things might be different.
Our "Local" housing manager lives miles away. No one takes ownership of the buildings problems, communication within MTVH and between MTVH and residents is appalling. Consequently repairs constantly fail, security doors frequenty aren't secure which means we are plagued by homeless people and vandals. If you are thinking of buying from MTVH....dont!

After contacting metropolitan regarding a recent door repair that was still insecure. I spoke to a wonderful gentleman called Chris A.
Chris A was extremely patience and attentive to our concerns. He went above and beyond what we have ever experienced before. He realised that we were elderly and vulnerable. After a short hold Chris A said he has contacted the appropriate department and he request that the repair be marked as urgent and he ensured that the repair will be done tomorrow morning.
We cannot believe the service and respect we receive from Chris A. I believe that Chris A. Should receive some sort of reward and recognition as he is certainly that 1 in a million. Thank you so much Chris for all your kindness and care and support you gave us. 😊

Chris was great, he was thorough paid attention to detail was empathetic, and also very knowledgeable. Managed to solve my query and log my query correctly. Thank you chris.

The influx of any '5 star' reviews are currently being carried out by MTV H's legal team who are currently under extreme legal scrutiny.

Our home has been destroyed by negligence and corrupted individuals within management.

One's family and our fellow residents have had our homes deteriate over 13 years due to misadministration and fraudulant conduct by these rogue landlords.

November 8th, We'll see you in court!!

I am a resident at MTVH block of flats in east Barnet and I would love to thank a lady at the customer service desk called Charlotte for her professionalism and made my issues resolved so easily.

Had a recent conversation with Chris (senior advisor) who was very helpful & dealt with the repair issues I had. Very professional

Been dealing with mtvh for over 10 years. There communication on repairs is poor. There internal communication between teams to get jobs done is non existent. The state of the building they and I live in is in disrepair. From constant lift breakdowns, homeless individuals sleeping in stairways. From graffiti inside the building to parcels being stolen. They manage too many buildings and spread tasks across so many teams you have no idea who is doing what. Even with regular meetings and monthly walkarounds with local housing manager results in the same issues over and over and nothing gets done for 6+ months while we live with the issues of ants, leaks, damage, high energy bills cos they insist every light must be on.

All because MTVH are the slowest to respond, act and fix any issues blaming leaseholders and renters first when they hire non local contractors take months to fix anything leaving the external doors not locking, allowing free access.

Take fire regulation as a joke, with fire panel faulty for months, fire doors broken and not within tolerance and when replaced arrive unfurnished and not to code. There attention to detail is terrible with many misspelling of names, condescending responses and a shotgun approach to responses. While certain inviduals do a good job at mtvh property desk and complaints overall it does nothing to address the problems. Unable to sell and move due to cladding issues that still won't be resolve until 2028.

All of the above does not justify a 400% increase on service charge cost during this time.

Avoid at all costs I wish I did if I knew.

Katrina was an absolute star organising a revisit to an issue that was fixed only a few days ago. Rather than waiting another month for them to come back and fix it again, Katrina fitted us in within 48 hours! We had a laugh too during the call. Thank you Katrina!