Metropolitan Thames Valley Housing (MTV) (202341046)

Background

1. The resident complained that the landlord did not provide a breakdown of the service charges or respond to his queries about the charges and the reserve fund. He felt the landlord had not been transparent and he waited several months for a response. As he received limited information, he escalated the matter to the Ombudsman.

What the complaint is about

2. The complaint is about how the landlord handled the resident’s queries about his service charges and the reserve fund.

Our decision (determination)

3. The landlord has made an offer of redress following our intervention which, in the Ombudsman’s opinion, resolves the complaint satisfactorily.

We have recommended that the landlord honour the intervention agreed to put things right.

Summary of reasons

4. During its complaints process, the landlord acknowledged that it had not provided the information the resident had requested for over 6 months, despite the resident sending chasers and raising the issue with the Ombudsman. The landlord said it had not received the required information from its managing agent, which delayed its response.
5. The landlord accepted that the resident experienced an excessive delay from its service charge team and said the issue should have been escalated sooner. It upheld the complaint and offered the resident £625 compensation.
6. Since raising his complaint with us, the landlord has further recognised its service failings and apologised for the inconvenience caused. It said it had provided the requested information and invited the resident to a meeting to discuss the issue. It also offered a further £410 in compensation and explained that it has implemented new systems based on the feedback received. The resident has told us that he has still not received all of the information he previously requested.
7. We contacted the landlord and provided it with a summary of our understanding of the complaint. Following our intervention, the landlord agreed to provide:
   1. Access to the reserve fund accounts, so the resident can review them and see how the money has been spent. He has specifically requested account statements.
   2. A document listing invoices and receipts for service charge expenditure back to 2021. The landlord said producing full copies would take considerable time and the statutory period for a section 21 or 22 request has passed. Instead, it will share a list of information and, if the resident wishes to view or challenge specific costs, it will retrieve the relevant document for review and discussion.
   3. Assurances about future service charge increases. If his charges rise by more than 2% above inflation, the landlord will aim to provide an explanation. The landlord has said it is committed to improving its communication with residents and will accept this request.
   4. An explanation for the service charge increase in 2025, including a breakdown, invoices and receipts. It confirmed that the 2025/2026 service charge will close by the end of September 2026, when actual costs will be known. At that point, the resident will be able to request a detailed breakdown and supporting documents.
8. We are therefore satisfied that, following our intervention, the landlord has agreed to take action to remedy matters. Subject to the landlord providing the information and carrying out the actions set out above, the complaint will be resolved satisfactorily.

Putting things right

Recommendations

The complaint has been resolved with intervention on the basis that the landlord follows our recommendations within 4 weeks of the date of this decision.