Metropolitan Reviews 140

I need to leave this feedback because I am disappointed. For over two weeks, the neighbor above has been flooding my home. Despite my best efforts, I haven’t been able to resolve the issue. I contacted MTVH for help; the first case was closed, and I haven’t received a response for the next one. When I mentioned that there could be problems with mold and electricity, they told me it was my responsibility. I believe that the flooding issue in my home should be taken seriously and urgently, but MTVH is not doing that. Now, I have to reach out to the Council to request an investigation into this matter.

Extremely poor customer service.

I am writing as I recently experienced extremely poor customer service through both WhatsApp and online support channels.

I initially contacted your team via WhatsApp, expecting a reasonable response time. However, it took over 24 hours to receive any reply, which is unacceptable for a customer support service. Despite this delay, my issue was not resolved, and I ultimately had to call your support line to get assistance.

What was particularly disappointing was the response I received on WhatsApp. Instead of acknowledging the delay or offering an apology, I was given the following explanation:

"Our WhatsApp messaging service is available to all customers, but is not an instant response service. As we are an inbound call centre, calls and webchats will take priority and therefore you will receive a delayed response time. If you experience a loss of service, or have an urgent query, we would recommend using our webchat or phoneline services, as these will initiate an immediate response."

This response comes across as dismissive and fails to take responsibility for the poor experience. If WhatsApp is offered as a customer service channel, it should meet a reasonable standard of responsiveness, or expectations should be made explicitly clear upfront.

Overall, the experience was frustrating, inefficient, and fell well below what I would expect from a professional service provider.

Honestly shocking. I would appreciate a proper acknowledgement of this issue, along with an explanation of how you intend to improve customer service in general as what you currently do and based on existing ratings shows a poor lack of judgement.

Structural faults with the building resulting in continued leaks. Failing electrics resulting in repeated broken lifts and intruder access into the building . Failed water pump resulting in loss of water to the building. The company makes it clear they have no duty of care to the tenants and no intention of preparing the structural damage. The only response to multiple complaints was a letter to increase the rent. This company is worse than clarion and sanctuary housing combined. Avoid at all costs.

I have two policies for my mother, who passed away on January 11, 2026. I submitted my claims on January 12, 2026, but I have not received any payment from Metropolitan to this day. I am left wondering how they expect me to cover the funeral arrangements, as I took out these policies with the intention of easing my burden during such a difficult time. Currently, I am managing the funeral with no budget due to the delays from this insurance company.

After living in this flat for 30 years and not being given a new kitchen when every other property was fitted with a new kithchen, mtvh finally said they would fit a new kitchen and gave me a waiting time of 2 years. Im still waiting

They are totally rubbish and don't give a damn about their tenants. They used to be good, imo. I have a roof leak. I reported it months ago, still nothing. They have been around, but have not repaired it. I have a bucket under it. My window mechanism is not working, cannot close window. Its a 4ft x 4ft window. Phoned them up, gave me an appointment for January, as its 1st floor. Its freezing, im 65 and feel the cold, not impressed. My front door is compromised, due to their fault, but still not repaired. We have mould, etc etc

I'd give no stars if was possible. TYSON BUNBY is a BULLY. MTVH will be exposed shortly.

Very corrupt and terrible to get in contact with. They don’t look after estates even tho tenants pay very high service charges. Don’t believe anything they say, as they lie all the time. Best to avoid them.

Useless at best,

Be careful on the Manager called Ian. He is after personal and bank details EVEN BEFORE showing property.

I found it dodgy and unreliable.

I’m sharing this review especially for international students and immigrants to be cautious when considering this agency.

My experience was extremely difficult and disappointing. The property I rented was in poor condition:
• The kitchen floor was greasy and unclean
• Refrigerators had a strong odor
• Toilets and sinks were frequently clogged
• There was water leakage from the kitchen to the entrance
• Washrooms and walls showed signs of mold
• The shower was broken and took over a month to be repaired

There were also serious pest issues, including rodents in multiple rooms.

The response from the agency was slow and unhelpful. Maintenance requests often went unanswered. There was no gas or hot water for over a week when I moved in, and I had to top up the gas myself. Reimbursement took about a month after asking them for several times.

Based on this experience, I strongly recommend doing thorough research and reading multiple reviews before proceeding with this agency.

I was reporting a leak and Tiffany helped me so much. She was lovely and had great customer service. She gave me information on how to contain the leak and she was very understanding!!

I have been pursuing MTVH since 2017regarding a leaking roof on my flat which I co-own with them. Over this period the roof has been subjected to a series of incompetent repairs to the point that the interior and exterior of the building have been seriously damaged. Since 2024 inspections by MTVH's own inspectors and independent contractors have all condemned the roof. To date MTVH have not managed to replace this roof. Therefore forcing me to live under a condemned roof and a damp and mouldy
interior. The MTVH modus operandi makes it impossible for there to be any progress with this serious problem. They do not live up to their promises or policies.

This page is not being monitored by MTVH.
Therefore any reviews left here do not count and are not being acknowledged. To leave a review go to Metropolitan Thames Valley page where they have been on a campaign to elicit good reviews.

I have encountered ongoing issues with my heating due to setup complications with HIU set point/Evinnox, which initially caused a great deal of frustration. However, after reaching out to Metropolitan, I was thoroughly impressed with their responsiveness and dedication to resolving the issue.

In particular, Shaunna has provided outstanding customer service. From the very beginning, she took the time to carefully understand the problem, demonstrated great patience, and showed genuine concern for our situation. She has gone above and beyond to ensure that a suitable solution was found, consistently following up to keep us informed and reassured throughout the entire process.

Her professionalism, kindness, and commitment to excellent service have truly made a difference. I cannot thank her enough for her support and persistence in addressing our concerns. She is a valuable asset to the company, and her exceptional customer care has turned what could have been a stressful experience into a positive one. Thank you once again Shaunna

The lifts in our building are constantly out. The heating has an issue that has taken 3 months to fix- including it dropping out over winter.

The company has gone through so many building managers we don't know who is in charge. Awful

I agree with what others say about how grossly incompetent this Company is and that you should never buy a property which they manage.

Our service charge has gone up to £160 per month.

The annual buildings insurance is £460 per flat which is a complete rip off. I thought that with their buying power and the long term agreement they entered into that the annual insurance would be much less. By comparison I insure buildings & contents for a 2 bed terraced house for less than £300 per year.

Their response to maintenance issues is very slow and it takes ages for any repairs to be investigated let alone completed.

Avoid any property with MTVH as property manager otherwise it will negatively affect your finances.

they have the most brain dead staff non of them are even capable of trying to understand the tenants point of view, they certainly wont listen to you when things need doing and dont expect your housing officer to give a stuff

These people:company are the worst housing association I have come across. We can’t get in touch with Rachel who is our housing manager for the flats in Stanmore. They are charging us stupid service charges for not doing anything. And we finally got a barrier put in and they charged us a whole lot for that as the Stanmore station users used to come and park there and all of a sudden they have issued new fobs for this barrier which they have decided that the flats have to go and pick up from somewhere is chalk hill!! Like what the actually crap! Those fobs which I don’t know why the current ones are getting changed, but now as a leaseholder/ resident I have to go and collect and waste my money to fuel my car and go all the way to collect a fob or else I won’t be able to get in!! What the hell is going on. Non of the lease holders are happy with the METROPOLITAN HOUSING ASSOCIATION. They are flipping ridiculous. Really I wish we could get rid of them and get someone better.

Worst experience ever! Avoid these landlords! Stay on the street it’s better than putting up with the bull you receive! They promise you verbal and when you chase down issues nobody knows. don’t trust anything they say get it in writing you may have a chance of getting satisfaction but not guaranteed

Not worth any stars!!
Have had the misfortune to have MTVH as my housing association for many long suffering years.
Mismanagement on every level and within every department that I have dealt with. Anything raised is never dealt with from beginning to end. Staff turnover is incredibly high and outstanding cases are never passed on properly to new staff. A few good staff along the way, but they are completely drowned out by the incompetence of the majority. Cases are closed without being dealt with. They ignore your questions/queries even after continuously chasing. I am yet to meet a person happy with their service and amazed to see some good reviews! I note that a new CEO will be appointed soon who has brought 'a focus to customer service and a passion for people' to his current role. Let's see how things improve at grass level then. The current CEO and their predecessors should be ashamed..........