To meet our team of Executive Board members and Non-Executive Directors, please click here.

To see our organisational structure, which includes the Executive Team and their Directors, please click here.

You can access information about our governance arrangements, our operating model, company structure and the role of our Board of Directors by clicking here.

Click here to see all of our policies.

All complaints matter to us and provide valuable feedback. You can access information about how we handle complaints at Midland Heart on our complaints page.

Our Complaints Performance and Service Improvement Report sets out our compliance with the Complaint Handling Code, our complaint handling performance and our key areas of focus for further service improvement.

Listening to our tenants is the best way for us to improve our services. This is why we've worked with tenants to create My Voice – our customer influence and accountability framework.

This includes 7 different areas where tenants can get involved and help shape our services:

• My Feedback
• My Area
• My Ideas
• My Scrutiny
• My Impact
• My Assurance
• My Team

Click here to find out more

You can read all our latest tenant scrutiny news here.

In our Tenant Annual Performance Report, you can see how we’re performing when it comes to the things that tenants told us are most important to them, and what we’re doing to make improvements based on these results and their feedback.

Tenant Annual Performance Report

We share information on tenant consultations directly with residents affected. Click here to see the meeting summaries, which set out the agenda and matters discussed at our tenant meetings.

You can read all our latest tenant scrutiny news here.

You can find details about our spending, grants and use of service charge revenue in our financial statements. To access our latest Financial Statements, please click here.

You can access previous financial statements by clicking here. 

For more information about our spending, please click here to see our latest Tenant Annual Performance Report.

You can access previous reports by clicking here. 

Part of our corporate plan, Tenants at Heart, is Financial Resilience and Sustainable Growth, click here to learn more about it.

Please click here to read about how we plan to reinvest your rent. Our plans are all shaped by feedback you gave us about what’s most important to you, to help improve your home, your services and your experience with us.

Please click here to read our Procurement Policy which defines our approach to the procurement of Goods, Works & Services, ensuring we achieve value for money and an excellent tenant service, together with compliance with the Procurement Act 2023 and the Procurement Regulations 2024. 

Please click here to review the findings of a tenant scrutiny project undertaken to review our approach to tenant involvement in the procurement and contract management of tenant facing services.

Under the Procurement Act 2023, we must publish details of all contracts with a value of over £30,000. These contracts are listed on the central digital platform for public procurement, which can be accessed by clicking here.

Further information about our communal services including grounds maintenance, window cleaning and communal cleaning contracts and contractor performance can be accessed by clicking here.

If you pay a service charge we'll always give you clear information to make sure you understand how we calculate your rent. For more information about services charges and other charges, please click here.

Our service charge revenue is included within our Financial Statements and we include what service charges are spent on in our Annual Performance Reports.

To read all about our Corporate Plan 2025-2030; ‘Tenants at Heart’, please click here. This page contains information about our plan, our mission and values and our annual targets to achieve our plan.

Our Corporate Plan pillars are:

• One team working together for our tenants
• Financial Resilience and sustainable growth
• Homes that enable modern living
• Quality services and local impact

You can find out more about what we do, how we're performing and what you can expect from us on the 'About Us' page on our website.

For information about our repairs service status, including how long we expect it will take us to get to you, please click here.

Click on the links below to see our:

• Asset investment strategy.
• Grounds maintenance schedule
• Communal areas repairs
• Repairs

While we've worked for many years to reduce our energy consumption, become more sustainable and limit our impact on the environment, it's clear that we need a new, more ambitious plan to meet the scale of the challenge we all now face.

Please click here to read more about our carbon reduction plan. 

To see how we're progressing towards net zero, please click here to open our Environmental, Social and Governance Report 2024-25.

To see previous reports, click here.

Midland Heart, as it is today, began over 100 years ago. From a few homes in Birmingham to over 34,000 homes across the Midlands today, Midland Heart is the product of the mergers of several legacy organisations in the West Midlands as well as building its own homes. To read more information on these previous stock transfers and mergers, please click here. 

Any future stock transfers will be featured in the Corporate News section here.

We are proud to have been awarded a G1 / V1 / C1 from the Regulator of Social Housing, and also hold an A1 Moody’s credit rating. 

To find out more about our inspection outcomes and ratings, please click here.

We're really proud to be delivering some of our best ever performance and, most importantly, fantastic outcomes for our tenants.

To read more information about our performance, please click here, where you will be able to access performance reviews including TSM reports, our Financial Statements, tenancy and services reports and environmental, social & governance reports. 

Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing for 2023/24. Twelve of these are connected to our tenant and leaseholder perceptions of the homes and services we provide, and 10 relate to our management information. Together these provide us with valuable insight on our performance as a landlord and what matters most to our tenants.

To access all of our TSM reports, please click here.

To read our latest corporate, investor and development news, please click here.

You can read all our latest tenant scrutiny news here.

You can access information about how we handle complaints at Midland Heart on our complaints page.

Our Complaints Performance and Service Improvement Report includes all key complaint metrics.

The Housing Ombudsman investigates disputes between tenants/leaseholders and social landlords and publishes their decisions on their website. The decisions are anonymised so residents’ names are not used, but landlords are named. Please click here to access the Housing Ombudsman website, enter ‘Midland Heart Limited’ in the Landlord name box and click ‘Apply Filters’. 

From April 1 2027, tenants will be able to request information from Midland Heart. To find out more information about information requests, why we may refuse a request and how we will respond to requests, please click here.

This page will also include information relating to information requests and the responses that we have provided once the information request phase of STAIRs has gone live. 

You can find information about health and safety at Midland Heart from the links below:

• Keeping my home safe
• Fire safety
• Gas safety
• Electrical safety
• Structural safety
• Annual performance report

Click here to visit our repairs webpage to learn more about our maintenance work.

Awaab's Law is a landmark piece of UK legislation that requires social landlords to investigate and fix severe housing hazards such as damp, mould, and emergency repairs within strict, legally enforceable timeframes. It was introduced following the tragic 2020 death of two-year-old Awaab Ishak, who died due to prolonged exposure to mould in his family’s social housing flat.

When a tenant reports a potential hazard, landlords are bound by the following statutory requirements:

• Emergency Hazards: Imminent and significant risks to health or safety (e.g., severe electrical faults, major leaks, or structural risks) must be investigated and made safe within 24 hours.
• Significant Hazards: The landlord must officially investigate the hazard within 10 working days.
• Written Summaries: Landlords must provide tenants with a written summary of the investigation findings within 3 working days of the investigation ending.
• Safety Works: If a significant hazard is confirmed, safety work must begin within 5 working days. If longer-term repairs are needed, they must begin within 12 weeks at the absolute latest.
• Temporary Accommodation: If the property cannot be made safe within the required timeframes, the landlord must offer the tenant suitable temporary alternative accommodation at no cost.

You will find below our response times to responding to emergency and significant hazards under Awaab’s Law for the period 01 April 2025 – 31 March 2026.

Emergency Hazards Compliance

12,476 emergency hazard cases were completed under Awaab’s Law, with 84.5% of investigations completed within the required 24-hour timeframe, and 85.4% made safe within 24 hours. A written summary was provided within 3 working days for 95.6% of emergency hazard cases. 84.7% of any further works were completed within the required 12-week period.

Significant Hazards Compliance

3,275 significant hazard cases were completed under Awaab’s Law, with 82.3% of investigations completed within the required 10 working day timeframe, and 99.8% made safe within 5 working days. A written summary was provided within 3 working days for 93.2% of significant hazard cases. 64.4% of all significant hazard cases were completed within the required 12-week period.

When we are unable to gain access to a tenant’s home to inspect or complete works, this has a negative impact on our compliance with required deadlines and statistics.

Our number of evictions are reported in our Annual Performance Report. Please click here to open our latest report, and click here to see reports from previous years.

In the 2025-2026 financial year, we carried out 61 evictions. 52 were due to rent arrears and 9 were due to antisocial behaviour.

Sometimes it may be necessary for us to move tenants from their homes temporarily due to an emergency (e.g. fire or flood), major repairs or refurbishment work, or due to an emergency or significant hazard where we are unable to remediate within required timeframes.

During 2025-2026, we carried out 53 moves to temporary alternative accommodation. You can read our Temporary Accommodation Policy on the policies page of our website by clicking here.

As a landlord, we must:

• Set your rent which is reasonable and offers good value for money
• Offer an effective repairs service
• Keep your home and any shared part of the building in a reasonable state of repair
• Give you the chance to have your say in the way we deliver our service
• Respect your privacy and the information held about you
• Investigate and respond to complaints

In addition to our responsibilities, we also offer support services. This may be support with finances, ASB or more personal issues. To find out more about our support services, please click here.

We offer a range of advice and guidance to our tenants:

• Please click here to view our support services
• Please click here for advice and guidance on how to find a new home
• Please click here for advice and guidance for when you move into your new home
• Please click here for advice and guidance articles on how to look after your home

Click here for our Building Safety webpages

Midland Heart is the principle accountable person (PAP) for our in scope/high rise buildings. This means that we are responsible for ensuring that fire and structural safety is being properly managed for these buildings.

Building safety information for our in scope/high rise buildings can be found here:

• Princes Chambers
• Midland Court
• Midland House
• Andrews House
• Crocodile Court

In addition to our responsibilities for our in scope/ high rise buildings, Midland Heart also has the following building safety responsibilities in all of our homes, all of which is maintained in registers, required by law:

• Gas - we are legally required to maintain gas safety in our properties under Gas Safety Regulations and Awaab's Law. This includes performing annual safety checks, servicing appliances, and swiftly resolving emergency gas hazards to protect our tenants’ welfare.
• Fire – we must ensure our properties and communal areas are safe from fire risks. Key responsibilities include completing regular Fire Risk Assessments (FRAs), installing smoke and carbon monoxide alarms, keeping escape routes clear, and promptly acting on emergency fire hazards.
• Water Hygiene – we are required to manage water hygiene, primarily by preventing Legionella bacteria and controlling scalding risks. We must assess water system risks, maintain safe temperatures, ensure water does not stagnate, and keep compliance records to meet Health and Safety Executive (HSE) and social housing regulations.
• Asbestos - we have a legal duty to safely manage asbestos in multi-occupancy communal areas and maintain a duty of care for the general safety of our tenants. We must manage asbestos in communal areas of our properties, such as stairways, corridors, lifts and communal gardens. We also have a duty to identify asbestos, keep records of this, monitor and manage asbestos in our homes.
• LOLER – LOLER stands for Lifting Operations and Lifting Equipment Regulations and covers our responsibilities to ensure all lifts and lifting equipment used in communal areas or provided as adaptations with our homes is safe.
• EICR – As a social landlord, we are legally required to ensure the electrical installations in our properties are inspected and tested by a qualified person at least every 5 years. Once tested, an Electrical Installation Condition Report (EICR) is provided.

Our compliance performance is below. This includes all of our properties where Midland Heart is responsible for undertaking Statutory Compliance inspections:

2025-26

2024-25

Letting our Homes

The majority of our homes are let through Local Authorities’ choice-based lettings schemes. Please click here for information on how to find a new home. FAQs relating to finding a new home can be accessed here.

Prospective tenants can conduct a postcode search to find their Local Authority and apply for social housing on the Gov.UK website here.

All documents relating to social housing lettings collected through the Continuous Recording (CORE) system can be accessed here.

Other registers

We maintain registers that relate the management of our social housing, and track performance for all key areas. Some of our performance results are below:

Maintenance & Repairs

The figures below are our key maintenance statistics for 2025-2026:

Damp and Mould

Emergency and significant hazards compliance stats can be found above under the ‘Awaab’s Law’ section above. This includes damp and mould cases. The table below shows the number of damp and mould cases raised throughout 2025-2026:

Damp and mould is managed in a 2-stage process:

• Stage 1 (DM1): When a damp issue is reported, a first-line assessment is done. This stage involves inspecting the property, treating visible mould with fungicidal wash, and raising initial repair orders (e.g., for broken extractor fans, faulty heating, or blocked trickle vents).
• Stage 2 (DM2): If the mould or damp reoccurs within a short period, the DM2 process is triggered. This usually requires a more in-depth survey, further investigation of the root cause, and potentially installing environmental sensors to monitor humidity and temperature over several weeks.

Planned Works 

In addition to carrying out repairs in our homes, we also have a programme of planned works, which covers updating and replacing key components within our properties. We have completed more planned works than we had targeted for in 2025-2026 across all components:

Aids and adaptations

During the financial year 2025-26, we completed 344 requests for aids and adaptations. 266 of these were major jobs (over £1,000) and the remaining 78 were minor jobs (under £1,000).

The table below shows the number of adaptations completed during 2025-26 by type of adaptation required:

63% of the adaptations above were funded by a Disabled Facilities Grant (DFG), with the remaining 37% funded by Midland Heart.

Other key information, reports and performance for other areas that relate to the management of our social housing can be found in the sections and links above.

The Regulator of Social Housing has a tool that allows you to search for registered providers and compare data on their housing stock and rents.

You will find Midland Heart data and will also be able to compare this to other registered providers by clicking here and opening the 'Registered Providers Look Up Tool'.

We are required to report to the Regulator of Social Housing on a quarterly basis, details of fire safety assessments, life critical fire safety risks and the progress of remediation programmes, for all buildings buildings of 11 metres tall or higher.

You can access findings of the quarterly reports, including the data submitted by Midland Heart by clicking here.

Click here to see all of our policies.

Our strategies relating to the management of our social housing are outlined in our Corporate Plan. To read all about our Corporate Plan 2025-2030; ‘Tenants at Heart’, please click here.

Other reports relating to our strategies can be found here.