Metropolitan Thames Valley Bewertungen 

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!

If anyone within management is seeing this,then i ask, would it be possible to kindly remove these rats, mice and cockroaches underneath the kitchen units please in which have been invading our home since 2022? I am greatful for the 17 seperate reference numbers (for one job) but unfortunately this is bordering on the lines of complete unlawfulness.

I shall try again tomorrow.

Larry.

I don’t believe in one positive comment here.Horrible horrible horrible ! They don’t do anything .We complain so many times and still nothing.Stuff is lazy,doesn’t respond to emails and complains,things are not done.Right now in my bulding 2 lifts broken,cleaning is never done,front door broken so everyone is welcome to come in,front door camera not working and system for opening door completely broken and laying on floor for over 2 weeks .They just take money and nothing is done.We pay for gardening,witch is never done.Cleaning is never done.Otside bulding litter never picked up. Lucy from GRAND UNION HOUSE ALPERTON

Chris was so helpful today and I learnt a lot! Great advice…thank you 😊

My experience with MTVH has been disappointing. Communication is poor, and I have found the service unreliable and unhelpful when issues needed attention. Responses can come across as dismissive, and commitments have not been followed through as expected. I believe there is significant room for improvement in customer service, transparency, and accountability.

I was sold/let this flat 10 years ago with an existing leak, which the housing association failed to disclose at the time.
Although a temporary repair was carried out in 2018, the leak reoccurred in 2023. Since then, I have been struggling to have the necessary works completed and have received a number of distressing communications from the Service Improvement Team.
It is particularly concerning that the housing association proceeded with the sale/letting of the property without disclosing the prior issue and is now refusing to take full responsibility for the matter.

I spoke to Leslie at the main desk today. She listened to my long winded repair issue, went to try and get a solution from several people and then arranged to call me back when it began to take too long. She found a solution for me and must have spent over an hour on my one problem. She was friendly, helpful and a generally lovely lady to talk to

Sorry to blow out all the "Good" reviews but I need to share something. I find that certain repairs are being missed from my mothers home, where she has lived there for 66 years. I feel that repairs which have been of a rolling maintenance system have been left from her home. Also when repairs are requested they seem to be lost or ignored. How do you, as a son, report these issues to MTVH and they expect a 92 year old person to read/react to emails which have cutoff dates. I cannot check if these requests are being sorted. I certainly know they are being ignored. How would you feel if you Mother had been in the same home since 1961 ?

I am very disappointed with how MTVH has handled the recent changes to the service charges on my account.

I received an official Rent and Service Charge Update letter dated 27 February 2026, which clearly confirmed my monthly payment from 1 April 2026 as £1,071.26, including rent of £987.04 and service charge of £84.22. I arranged my payments based on this written confirmation.

However, when I later checked my MTVH online account, I found that my service charge had apparently been increased to £117.42 per month, with an additional retrospective “Automatic Debit Adjustment” applied, without any prior written notice, clear explanation, itemised breakdown, or supporting documentation.

A new “Sinking Fund Contribution” also appeared on my account, again without any clear explanation of what it relates to, how it is calculated, what lease clause permits it, or how the fund is managed.

As a leaseholder, I expect transparency, clear communication, and proper evidence for any increases in service charges. This is especially important when charges are applied retrospectively or when new cost headings are added to the account. I have asked MTVH to provide a full breakdown, supporting documents, the relevant lease clauses, and an explanation of how my share has been calculated, but the situation has caused unnecessary stress and uncertainty.

My property is a house, not a flat in a communal block, so I also expect a clear explanation of what services are actually being provided to justify the higher monthly service charge. I also have concerns about whether comparable properties on the same estate are being charged consistently and fairly.

Overall, I feel MTVH’s communication has been very poor, the account changes have not been properly explained, and the lack of transparency has seriously undermined my confidence in how they manage service charges.

This is not the first time I have experienced this issue. A similar unexplained increase happened last year, and I had to escalate the matter to the Housing Ombudsman Service in order to seek a resolution. It is extremely disappointing to see the same pattern repeated again.

Based on my experience, I would strongly advise others to be very cautious when dealing with MTVH. Their handling of service charge increases, communication, and transparency does not give the impression of a properly managed or reliable organisation.

I hope MTVH takes this complaint seriously, provides the requested documentation, and reviews the charges fairly and transparently.

Ishan on the property desk was very friendly, helpful and ready to help with a few issues I had this morning. He was very efficient and gave me all the information I needed and sent relevant information to others to complete my requests. Thank you Ishan 😊

MTVH don’t read the emails fully, they are non caring.

Had a repair booked, waited months then it was marked as completed and closed and the repair hadnt even been done. Couldnt contact anyone only go online and report it. Its been put down as a new repair and i have to now wait again. Lousy customer service cant even speak to anyone

Consistent low standards provided to tenants its getting worse Gold Medal for employing the worst contractors
Cleanscapes Limited not sure how they arrive at the word Clean considering what the tenants pay.
They should not be cleaning as they don't know the meaning of clean hallways & doors filthy dirty.communal bin areas dead maggots and rotting food in the bins.
Infestation of pigeons resulting in birds shit over the windows and window seals its a health hazard.

this company lie threaten you intimidate you they have lied about a major damp problem our housing officer lied about my husband and took 3 years to put a post on our fence we have a boiler that is out of date and they refuse to do it we have had rats since 2023 in our walls and ceilings and they send surveyor who does know how a machine works and only surveyor half the property they are corrupt and offer vunerable adults money instead of doing the jobs one workman came out and told me he was a plumber but come to fix fence never done it before hopes he dont hit a gas pipe reassuring allyson campbell laura henshaw kelly fox and Nigel Evans all corrupt nigel Evans told us he didnt work for mtvh and my solicitor did a check on him he been with the company 5 years I dont get why they lie they get found out and it makes them.look stupid

Speaking to Jhenell Angus who informed me I would be contacted by someone, still had no response from them. This is relating to ground maintenance team chipping 2 block windows on the ground floor while cutting the grass which is a service we pay for, that is increased what feels like weekly.

I contacted MTHV today about a repair i requested online. They keep saying online is quicker and easier. Not true. But I spoke with someone today and he was polite and friendly and helpful. So don't trust the online repair request.

Always prompt and professional in solving problems. Courteous staff and clear conversations on the phone.