Metropolitan Thames Valley Recenzje 

Where do I start move in in January 2001 fast forward too 2022 sadly we lost Mum who owned this flat every from they're had just got worse and worse this year 2026 we had new windows fitted and absolute joke from start to finish nothing but issues two windows that managed to scratch and putting a fun in the window change the window way too early they're left us with a hole in the window for week things that happened when they're was installing the windows and we still had problems with the back door it wouldn't lock front door litter box they've knocked off but should have replaced that on Wednesday but the workman left outside on the wall and someone toke it we had more then we can take from the company who installed everything they're nothing but problems 4 weeks and gone into September and they're just finished they getting ready in the April we shouldn't allowed them to install the new window our old window was not good but the trouble we had with the new ones are a joke as said from start to finish

Words cannot describe what a fraudulent, diabolical shit show this organisation truly is. Edit: in case you actually believe their insincere reply, of course no one contacted me.

They made my leasehold flat a horrible place to live. Essential external doors frequently break, giving no access to the building at all, MTVH’s solution was to take away code access even though the given fobs do not work on many of the doors. People have knocked on my window or shouted through my window because of this. Postmen have gotten STUCK in the car park. I couldn’t recycle anything for YEARS as the bin would not be emptied, even after multiple complaints, submitted through their portal, which is the only way to log repairs. External emergency lighting does not work, despite multiple reports and call-outs. The electric gates have only worked about 10% of the time I lived there, which would have made my car insurance invalid and in the other car park, they would not open at all, leaving people stuck. Metworks is absolutely useless and seems a bit of a conflict of interest considering MTVH is a charity. The lift constantly broke, and out of service for weeks. Service charge is over £200 a MONTH for a dirty broken building. This isn’t typical for a management company, CP walker in Beeston is an excellent example of management done right. MTVH is a corrupt, negligent company that made me depressed to live in my own home. I lived there for 5 years

Our experience of MTVH has been one of poor communication, unreasonable handling of access and a complaints process that acknowledged service failures but failed to prevent the problems recurring.

We are two leaseholders in a small two-flat property. We have never objected to necessary fire-safety works. Our concerns have been about how MTVH managed them: unclear and inconsistent information, inadequate explanation of works and costs, threats of forced entry and lock changes, and poor communication with residents.

We each made separate Stage 1 and Stage 2 complaints, cross-referencing our shared experience where relevant. All of our complaints were upheld by MTVH.

Despite our Stage 1 complaints being upheld, the problems continued. While our Stage 2 complaints were under investigation, and despite our attempts to resolve the access issue, we were given approximately 24 hours' notice that the communal lock would be changed. The resulting events were extremely distressing.

MTVH subsequently upheld our Stage 2 complaints, acknowledging further service failures and that better communication and preparation could have prevented the situation from escalating.

What concerns us most is that these problems continued after MTVH had already recognised that its service had fallen short. Residents should be treated with courtesy, transparency and respect, particularly when legitimate concerns are raised.

We hope making our experience public encourages MTVH to turn its acknowledgements into meaningful change in how it treats and communicates with residents.

RESPONSE TO MTVH REPLY:
Thank you, Lee. Unfortunately, this response illustrates the problem described in our review.

We are two leaseholders who made separate, cross-referenced complaints. Our Stage 1 and Stage 2 complaints were upheld by MTVH, with significant communication and service failures acknowledged. We were then told that Stage 2 was the final response and the internal complaints process was complete.

Yet the poor communication continues. We have recently received further requests for access for supposedly essential fire-safety works, despite previously being told that the works had been completed. So what would completing another webform achieve?

The issue has already been investigated twice and upheld twice. What is needed is action on the acknowledged failures, not another form and another investigation. We have both now referred our respective complaints to the Housing Ombudsman.

Today i called and spoke to a lady who couldn't really give me the answers i wanted, however was very professional, then about half an hour later i received a voice mail where this lady i spoke too went further after our call to find the answers and act on them, she didn't have to do that but made me feel heard. Thank you Yvonne, i appreciate what you did and also a thank you to Kayleigh who was also very professional, helpful and polite when i made call to say Thank you. In a world where everything feels like hard work, i just wanted to say THANK YOU!

They are always so helpful and listen to any concerns you have. I am housebound and have addressed any mobility issues I have. Excellent service .

Metropolitan Thames Valley work hard
to get repairs done for their customers
many thanks. C.R

After struggling with my water problem for 11 weeks today finally we have water .
Appreciate the workman Simon who has been to my property on several occasions and shown diligence and professional respect at all times praise Simon please.
Also Thank you to Chris w for helping me today with advice and service to book in another repair ,who's patience was highly valued

Spoke to Micheal today.
What a helpful member of staff.
Extremely helpful and very polite.

Less than ZERO if possible. Over 20 years of distress and it’s getting worse. I’m disabled on fourth floor… ONLY ONE LIFT ON BUILDING AND NOW VERY OLD AND BRAKING CONSTANTLY. MINIMUM ONE MONTH TO REPAIR IT OR EASILY 3 MONTHS WITHOUT LIFT…. THEY DONT REPAIR ANYTHING. I HAD A LEAK ON CEILING FOR YEARS…. HAD TO GET LAWYERS INVOLVED TO RESOLVE IT. IT WAS RAINING IN THE BEDROOM… WORSE HOUSING ASSOCIATION. Disgraceful, it has affected my health and mental well being because of them.

If there were zero stars then this would be chosen. Complaints process sends you in circles and refuses to answer the actual complaint and directs you to ombudsmen in the hopes you are so exhausted by the whole process you will give up. Repairs are not recorded properly, are then not repaired properly or the staff don’t turn up and mark as complete so you are left trying to rebook. The properties have structural and insulation problems but they refuse to deal with it. Charge illegal service charges and refuse to remove them. Every interaction is exhausting and an unnecessary battle. Any other company run like this would be investigated. We need a documentary or some form of public awareness around how they are run. It has to stop, it’s beyond ridiculous. And let me save you some time with your copy and paste response MTVH because as usual, it helps nobody:
Firstly, thank you for taking the time to leave us a review. We’re sorry to hear you’ve had a negative experience with us and would like to take this as an opportunity to provide a solution. We’re aware that you’ve probably already reached out to us regarding your issue, but if you could fill out the attached webform with further details of the problem, and quote Trustpilot, we’d be happy to investigate it further.

Re response MTVH- if you were determined to put things right why are you refusing to help and have said I have to go to ombudsman to get illegal service charges fixed and I’m having to take legal action to get serious structural issues rectified. You do not want to resolve anything unless an external body forces you to. It’s absolutely disgusting.

Chris W was polite and listened well. He sorted the matter for me in a few minutes. Said he would email me, which he did within a few minutes. Very helpful.

I had a very good experience with reaching out for a support to MTVH team.
First of all my call was answered quickly, what is quite unusual these days.
A staff member,Chris was very kind and polite;I really appreciated his patience when I was describing an issue;he was explaining things slowly to me and when needed repeated it again. He took his time to investigate a solution to the problem and was overall very supportive.
I feel very fortune to be met with such a professional and kind approach, not only because I have no clue about technical issues (also the technical language is alien to me; especially that english is my second language),but mainly that I was given a time and space to be listen.
Thank you so much!
Monika

No communication on mutual exchange everyone on holiday provisional date left up in the air a week before we was supposed to be exchanging and then you cannot get through to anyone else dealing with it so many people off at the same time. If this is what happens at Mtvh I’m gutted I’m leaving my home

My five-star rating is purely for Chris from MTVH and not for MTVH as a company.

I dealt with Chris today, and by far, he has been the best person I have spoken to at MTVH. He genuinely listened to me, understood the issues I was having, and dealt with everything straight away.

Rather than trying to fob me off or pass me from one person to another, Chris booked in all three of my repairs immediately and reassured me that they would be dealt with. He was kind, friendly and extremely helpful throughout the conversation.

In a role like this, I believe customer service is absolutely key, and Chris demonstrated exactly what excellent customer service should look like.

Thank you again, Chris. Hopefully, if I ever need to call MTVH again, I get you on the phone! You are a real asset to MTVH, and your professionalism and attitude deserve to be recognised.

I absolutely love working with Rachel and Funmi in the commercial property team to which they are highflying and supportive of me. You care about customers and you care about my wellbeing when we touch base. When I have asked to review an email I have done as there is a customer at the end of the day and need to entire we have internal oversight and to ensure we have the right tone.

Thank you and do me a favour keep being your true authentic self and don’t work weekends

I would highly recommend MTVA their staff are very
Professional and informative..I spoke to Shane recently
who was very good and extremely helpful with the problem I have and pointed me in the right direction and
route I have to take.. I appreciated all his information
and the care he took in listening to me..thank you Shane.

Chris who handled my repair call was brilliant! He listened to my issue and addressed it as best as he could. He was understanding and helped me feel heard. Thank you for the fantastic customer service!!

The fitters came and did a good job . They needed an extra part witch they did not have so Chris has arranged for the part to be fitted tomorrow, I am well impressed with the quick turnaround Thankyou MHT.