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Metropolitan Thames Valley Housing (MTV) (202316978)

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REPORT

COMPLAINT 202316978

Metropolitan Thames Valley Housing (MTV)

18 February 2025


Our approach

The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The Ombudsman considers the evidence and looks to see if there has been any ‘maladministration’, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice, or behaved in a reasonable and competent manner.

Both the resident and the landlord have submitted information to the Ombudsman, and this has been carefully considered. Their accounts of what has happened are summarised below. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigation’s findings.

The complaint

  1. The complaint is about the landlord’s handling of the resident’s:
    1. Requests for additional support.
    2. Report of staff conduct.

Background

  1. The resident is an assured tenant of the property, a 2-bedroom bungalow. He has lived at the property alone since May 2021. The landlord has told this Service the resident has multiple vulnerabilities.
  2. On 8 December 2022, the resident contacted the landlord to ask if he was eligible for additional support payments, through a scheme ran by the Local Authority. He was informed that he was not eligible due to the area he lived in. The resident emailed the landlord on 9 December 2022 and said he thought the decision was unfair and he was struggling. The following day the landlord completed an Assessment Support Referral on his behalf, to see what support it could offer the resident.
  3. On 20 February 2023 the resident complained to the landlord that his referral had been ignored, and he had received no support, despite disclosing further information to his Housing with Support Manager (HSM) about his personal circumstances.
  4. The landlord issued its stage 1 complaint response on 13 March 2023 and apologised for the inconvenience the resident had been caused. The landlord said:
    1. It had been unable to speak with HSM to discuss the residents’ concerns. The landlord offered a meeting with the HSM upon their return to work, so the matter could be discussed further.
    2. A single point of contact had been allocated to support the resident with several issues he had brought to its attention. These included:
      1. Repairs to the resident’s front door and alarm system.
      2. Repairs that fell under the responsibility of the Local Authority, such as street lighting around the property.
      3. A finance review with access so a specialist benefits team.
      4. Exploring the decarbonisation fund and other means of helping the resident keep his property warm.
  5. The resident escalated his complaint with the landlord on 3 July 2023. He said the HSM had become “extremely defensive and verbally aggressive” during the arranged meeting and had “stormed out”. The resident said this left him feeling uncomfortable and upset.
  6. The landlord issued its stage 2 complaint response on 2 August 2023 and apologised for the frustration caused to the resident. The landlord said:
    1. While the meeting started off satisfactorily, it became “less cordial and challenging”.
    2. It was disappointed that the HSM had left the meeting and apologised for the discomfort caused.
    3. It would deal with any concerns relating to professional conduct, but it could not disclose any actions taken as a result.
    4. It partially upheld the complaint and offered the resident £25 compensation for the time and trouble experienced by the resident.
  7. The resident remained dissatisfied and brought the complaint to This Service.

Assessment and findings

  1. Paragraph 53.c. of the Housing Ombudsman Scheme states that, “The Ombudsman may determine the investigation of a complaint immediately if satisfied that the member has made an offer of redress following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.”

The Ombudsman’s intervention

  1. This Service contacted the landlord on 5 February 2025 and provided it with a summary of the Ombudsman’s understanding of events. This included the Ombudsman’s provisional comments as to what the landlord could do to resolve the resident’s complaint.

The landlord’s offer of redress

  1. On 5 February 2025 the landlord provided this Service with evidence that it had acted on the Ombudsman’s provisional comments which would involve paying the resident a further £750 compensation.
  2. The resident has informed the Ombudsman that he is satisfied with this as a resolution to his complaint.
  3. The Ombudsman is therefore satisfied, following the intervention of this service, that the landlord has now taken actions to remedy the matters raised which resolve the complaint satisfactorily.

Determination

  1. In accordance with paragraph 53.c. of the Housing Ombudsman Scheme, the landlord has made an offer of redress, following the Ombudsman’s intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.