You may be able to get a refund if you’ve paid us more rent than you needed to (known as being ‘in credit’).
Before you request a refund
You can’t get a refund if you either:
- owe us money
- need to keep money in your account so you have enough to pay your next rent or service charge payment
If you get benefits that are paid directly to MTVH
We can process your refund more quickly if you give us proof that the rent portion of your benefits hasn’t been overpaid.
You can get this proof by contacting the people who manage your benefits – a screenshot of their response is fine:
- Universal Credit: contact your work coach via the journal on your Universal Credit account
- Housing Benefit: contact your local council’s Housing Benefit team
After you’ve requested a refund
We’ll be in touch within 5 working days. We need to check your account before approving your refund.
Once approved, we’ll email you a link where you can give us your bank details. We’ll then pay you within 10 working days.
If we can’t give you a refund, we’ll get in touch and explain why.
If you get Universal Credit or Housing Benefit
Before processing your refund, we will need to check with your local authority to make sure you’re not getting overpaid. We’ll contact you if there is an issue.
If you get a ‘verification failed’ error message
This message can sometimes appear when you’re providing your bank details. If you see it, get in touch and we’ll help move your refund along.
Other ways to request a refund
Write to us at:
Metropolitan Thames Valley
Waterfront House
Beeston Business Park
Technology Drive
Nottingham
NG9 1LA
Please include:
- refund amount requested
- your account name and reference (if you have more than 1 account with MTVH)
- your full name and address
- your contact details
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