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Metropolitan Thames Valley Housing (MTV) (202338591)

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Decision

Case ID

202338591

Decision type

Investigation

Landlord

Metropolitan Thames Valley Housing (MTV)

Landlord type

Housing Association

Occupancy

Assured Tenancy

Date

12 December 2025

Background

  1. In December 2023 the resident complained to the landlord about damage its contractor caused to the grounds of her property when completing works involving scaffolding. This included damage to her garden gate and plants. In the landlord’s response to the complaint, it acknowledged and apologised for damage its contractor had caused. It agreed to complete works to repair the damage to the gate and to parts of the grounds, which it later did between January and April 2024.

What the complaint is about

  1. The complaint is about the landlord’s response to the resident’s reports of damage to the grounds of her property caused by works involving scaffolding.

Our decision (determination)

  1. The complaint was resolved with our intervention.

We have made recommendations for the landlord to put things right.

Summary of reasons

  1. At the end of the complaints process, the landlord offered the resident £75 compensation. This was in recognition of the time and trouble caused and the delay in it providing its stage 1 complaint response.
  2. We contacted the landlord and provided it with a summary of our understanding of events. This included some comments on areas that the landlord could have handled better and what it could do to resolve the resident’s complaint.
  3. Following our intervention, the landlord offered to pay the resident a total of £250.
  4. Both parties agreed to this as a resolution to the complaint.
  5. Subject to the landlord paying the compensation, we are satisfied the complaint will be resolved satisfactorily.

Putting things right

The complaint has been resolved with intervention on the basis the landlord follows our recommendations.

Our recommendations

The landlord should now pay the resident £250 compensation. The landlord should provide documentary evidence that it has paid the compensation to the resident.