Customer First

10237 2 025Our Services have changed …because you’re our first priority

Our customers are at the heart of everything we do. By listening to you, we’ve learnt what needs to change and already started making progress.

We’re still getting up to speed with the improvements that we’re putting in place, so please continue to bear with us while we carry on upgrading our services.

Providing you with the best customer service

We’re committed to getting it right first time. We’ve invested time in training our staff and creating specialist, dedicated teams to help with housing management issues or repairs.

Our highly trained specialist team members are well equipped to deal with your queries at the first point of contact. This means you can be rest assured that the answer to your query is just a single phone call away.

What our service improvements mean to you:

  • Your housing queries will be answered the first time you call
  • Reduced call waiting times
  • Repairs call handlers will be able to schedule an appointment when you call
  • Reported repairs will be dealt with first time wherever possible and tracked until completion
  • If required, follow up visits will be booked by the tradesperson whilst in your home

Our Offices

Our regional offices in Coventry, Leicester, Stoke and Wolverhampton will close permanently from the 10th June. By closing our regional offices which have limited use by customers — we are freeing up officers’ time to be out and about across our schemes and communities delivering our services in a pro-active way. From June 2016, we’ll have one central office in Birmingham but all of the services you’re used to receiving in our regional offices will now be easily accessible online or by calling us.

Find more help online

As part of our commitment to put our customers first, we’re putting more of our services online, so you can access everything you need at the click of a button.

You are now able to access the following services on our website:

  • report an issue
  • apply for a home
  • pay your rent
  • watch self help films, such as; Repairs and Looking After Your Home
  • read all the latest news
  • and much more

Useful contacts

Here is a list of useful numbers and information to let you know the best way of contacting us moving forward.

Reason for contact

How to get help

Issues relating to abandoned vehicles, graffiti, flytipping, pests or suspect an unauthorisied person is occupying a Midland Heart home

Complete a Report It form online:

midlandheart.org.uk/reportit

Repairs Before reporting a repair visit: midlandheart.org.uk/repairs Or call a repairs specialist: 0345 60 20 540
Experienced or witnessed antisocial behavior or domestic abuse Complete a Report It form online: midlandheart.org.uk/reportit

Or call us on: 0345 60 20 540

Advice and help managing your money, rent payments or bills Go online and visit:

midlandheart.org.uk/paying-your-rent

Looking for a home to rent, a mutual exchange, supported accommodation or shared ownership properties Explore your options online:

midlandheart.org.uk/find-a-home

Find out latest community events in your local area

Go online and visit our facebook page.

Or follow us on twitter: @midhearthelp

  

We’d love to hear from you with your thoughts and feedback on the service improvements we’re carrying out.

Email contact@midlandheart.org.uk with any comments you feel will help improve our new services.