Complaints performance: 2024 to 2025

Information about complaints we’ve received between 1 April 2024 and 31 March 2025.

Total complaints received

8,375 total complaints were received this year. Of those:

6,507 were Stage 1 complaints.
1,868 were Stage 2 complaints.

This is a 21% increase in complaints received compared with last year (2023 to 2024).

28.7% of complaints progressed to Stage 2.

Complaints that go to the Housing Ombudsman

Some of the complaints that we have not managed to resolve go to the Housing Ombudsman. They will make a final ruling on the complaint (called a ‘determination’).

157 cases were determined this year, which is a 4.7% increase on last year.

406 findings were made this year (note, there can be multiple findings per case). A fullbreakdown is below:

HOS finding category	% of findings
Maladministration	45%
Service failure	25%
Adequate redress	13%
No maladministration	9%
Out of jurisdiction	5%
Severe maladministration	2%
Early resolution	1%

We also received 1 Complaint Handling Failure Order (CHFO). This happens when MTVH does not comply with the Housing Ombudsman’s orders properly or on time.

You can find out more about the different types of findings and decisions on the Housing Ombudsman’s website.

Self-assessment for 2024 to 2025

Every year, we’re required to assess our complaints handling process against the Housing Ombudsman’s Complaint Handling Code. This helps ensure our policies and processes meet the standards set out in the Code.

Read our self-assessment against the Complaint Handling Code for 2024/2025 (PDF)

Improvements and learnings

4 core areas for service improvement were identified through complaint trends and other methods. Here are the key learnings and actions taken.

1. Meeting the needs of our residents

We have implemented changes to adapt our services across MTVH to better meet the diverse needs of our residents. Our diverse needs and vulnerabilities policy (PDF) has been reviewed and updated. Colleague training has been revised, and we are continuously making adjustments to our services to ensure that MTVH is as accessible as possible for all residents.

2. Improving our communication and resident information

We have published our responsive repairs policy (PDF) to make it available for everyone. Information elsewhere on the website is continuously updated to ensure it remains current and reflective of our services. Additionally, the complaints team implemented a quality assurance process to ensure clear communication during the complaint experience.

3. Using new systems to keep better records and inform decisions

Our Customer Relationship Management (CRM) system is now used to manage complaints from start to finish, allowing us to maintain better records of customer needs and home management. This year, the complaints team has used data from complaint handling to produce quarterly insight packs that identify the root causes of complaints. This information is shared with senior leaders across MTVH to help us improve our services.

4. Managing contractor perfromance

During summer 2024, our in-house repairs team, Metworks, took over responsibility for repairs the Home Counties area. This decision was heavily informed by customer feedback showing that satisfaction with Metworks was consistently higher than with the contractor in place in that region. Satisfaction has improved since this change took place.

In winter 2024/2025, we also worked closely with one of our gas contractors following an increase in complaints from customers in our south region. The contract managers agreed a 6 week improvement plan in January. By March, service was back on track with fewer complaints being received.

Read our annual report for more information

Our Annual Complaints Performance and Service Improvement Report contains full details of our complaint performance from 1 April 2024 to 31 March 2025.

It also has key learnings and service improvements made following the resolution of complaints

Read the Annual Complaints Performance and Service Improvement Report for 2024/2025 (PDF)