Independent · not part of Metropolitan Thames Valley Housing
Metropolitan Thames Valley Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Metropolitan Thames Valley Housing: the repairs phone number and emergency line, reporting a repair online, and how long MTVH has to fix it. MTVH’s own target for routine repairs is 28 calendar days.
Other names: Metropolitan Housing Trust
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: mtvh.co.uk
Has Metropolitan Thames Valley Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet MTVH’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, MTVH’s emergency line is here.
How to report
Reporting a repair to Metropolitan Thames Valley Housing
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If MTVH misses its own target, complain. You may also be able to claim.
- Damp and mouldReport damp and mould online at mtvh.co.uk/contact-us/report-damp-and-mould, or by phone.
- Heating, gas and hot waterSome areas have their own heating and hot water contractor line. Check MTVH’s repairs page for the number for your area.
Emergency repairs
When to call MTVH straight away
Phone MTVH straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours, 7 days a week for emergencies. Other repairs: weekdays 8am to 6pm (closed bank holidays). The number is in MTVH’s repair contacts.
- 01Burst pipes
- 02Total loss of heating
- 03Total loss of electric power supply
What counts as an emergency, from mtvh.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell MTVH.
Timescales
How long Metropolitan Thames Valley Housing has to fix it
MTVH’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | MTVH’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAn immediate health and safety risk. If it can’t be fixed straight away, it is made safe first. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysMaking safe a significant hazard under Awaab’s Law. | No fixed legal limit unless it’s a hazard |
| Routine | 28 calendar days | No fixed legal limit unless it’s a hazard |
| Bespoke | 90 calendar daysWork needing parts to be ordered, or more complex work. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency damp and mould hazards are dealt with within 24 hours. For significant hazards, safety work starts within 5 working days of the investigation ending, and you get a written summary of what was found. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from mtvh.co.uk and MTVH’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 calendar days ago? That’s past MTVH’s own target. You could claim compensation.
Start your claimYour options
If Metropolitan Thames Valley Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with MTVH for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to MTVH
This can get MTVH to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order MTVH to put things right. In its recent decisions about MTVH, it ordered between £240 and £400 in compensation.
How to complain to MTVHYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to MTVH
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to MTVH
Acknowledged within 5 working days, with a reply within 10 working days of that (this can be extended by up to 10 more working days).
- Stage 2
Ask for a review
You’re told who is handling it within 5 days, with a final reply within 20 working days (this can be extended by up to 20 more working days).
- Then
Housing Ombudsman
Independent. It can order MTVH to put things right.
MTVH’s record
How Metropolitan Thames Valley Housing performs on repairs
May 2025: The regulator found some weaknesses: repairs were not meeting MTVH’s own timescales for non-urgent work, around 1,700 fire risk assessment actions were overdue, and too many complaints needed extra time for a reply.
of MTVH tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about MTVH in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Metropolitan Thames Valley Housing
- How it handled reports of pests.Service failure
£240 ordered - How it handled reports of pest infestations.Maladministration
£300 ordered - How it handled other repairs to the property.Maladministration
£400 ordered
Sources: Regulator of Social Housing judgement, 28 May 2025; MTVH tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Metropolitan Thames Valley Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Metropolitan Thames Valley Housing repairs: questions
What is Metropolitan Thames Valley Housing’s repairs number?
020 3535 3535. Open 24 hours, 7 days a week for emergencies. Other repairs: weekdays 8am to 6pm (closed bank holidays).
What is Metropolitan Thames Valley Housing’s emergency or out of hours repairs number?
020 3535 3535 (Repairs line). Open 24 hours, 7 days a week for emergencies. Other repairs: weekdays 8am to 6pm (closed bank holidays).
Can I report a repair to Metropolitan Thames Valley Housing online?
Yes, at mtvh.online. Request a non-emergency repair through your MTVH Online account. Phone for emergencies.
How long does Metropolitan Thames Valley Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 calendar days (bespoke). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Metropolitan Thames Valley Housing tenants?
Since 27 October 2025, MTVH must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. MTVH’s own damp and mould commitment: Emergency damp and mould hazards are dealt with within 24 hours. For significant hazards, safety work starts within 5 working days of the investigation ending, and you get a written summary of what was found.
How do I complain about a repair to Metropolitan Thames Valley Housing?
Complain to MTVH first, online or by phone on 020 3535 3535. Acknowledged within 5 working days, with a reply within 10 working days of that (this can be extended by up to 10 more working days). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Metropolitan Thames Valley Housing?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Metropolitan Thames Valley Housing for you. It’s free to check.
Start your claimIs Report Repair part of Metropolitan Thames Valley Housing?
No. Report Repair is independent and not part of Metropolitan Thames Valley Housing or any council or housing association. We show MTVH’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What MTVH has to fix, by problem
Not MTVH?
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Reported a repair to Metropolitan Thames Valley Housing and still waiting?
About 2 minutes. No documents. Free to check.