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Contact Us

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.

To make it easier you can access a number of our services below, such as setting up a direct debit, paying your rent, money advice and much more. If you do need to speak to someone you can reach our customer hub on 0345 60 20 540.

You can find Emergency Contact Information here.

Please Note: In line with government advice regarding Coronavirus our offices are currently closed. If you need to send us a legal document please email LegalPostGroup@midlandheart.org.uk

Finding a new Home with us
Repairs
Report an abandoned vehicle form
Death of Tenant
Report Graffiti
Report Fly Tipping
Report a Communal Pest/Vermin issue
Money Advice
Report an unauthorised occupier
Report a Tree or Japanese Knotweed
Report a grounds maintenance, communal cleaning or window cleaning enquiry
Rent Account Enquiry
Making a data request under the Data Protection Act
Feedback to Midland Heart
Contact Midland Heart Directly

Death of a Tenant form

Forgotten Password

How do I reset my password?

On the log in screen, click on ‘forgotten password’ to reset it.

If you originally created your account on our app, you’ll need to reset your password on the app.
I've made a bid, what happens now?

Our homes stay on our website for at least 5 days after bidding opens or until the property is let. We’ll start to shortlist applicants during this time starting with the person who has applied first (unless a property is adapted or could be suitable for adaptations).

Everyone who’s applied will get an email from us, whether they’re invited to a viewing or they’ve not been successful. This may be a few weeks after a property is first advertised though due to the time taken to re-let a property.

Take a look at our frequently asked questions for more information about finding a home with us.
I have another question about finding a new home

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data

Name *

Email Address *

Phone Number *

National Insurance Number

Question *
Watch our Homes Direct You Tube video

Watch our Homes Direct You Tube video
Homes direct form

If you are another Housing Association tenant please contact your own landlord directly and they will be able to assist.

What is your current situation *

Your Name *

Your Address - when registered on Homes Direct *

Your Date of Birth * e.g. 01/01/1900

Your Email Address - when registered on Homes Direct *

If your email address is different to the one used when you set up your Homes Direct account please enter it here. Please note the information we can disclose will be limited without the original email. *

Your Telephone number - in case we need further information *

What is your National Insurance number *

Have you forgotten your Reference Number? *

Yes

No

Is your account showing as suspended?

Yes

No

Do you have another Homes Direct query other than above? - Please give full details of the issue or query here *

I confirm to above details are correct

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Repairs Responsibility Tool

Try out Repair Responsibility tool first!

Read more
Repairs Video
Report a Repair (New Repair)

Coronavirus Update

As of Tuesday 24 March 2020, we’ll be carrying out only essential repairs as well as safety inspections. All routine repairs will be put on hold until the lockdown measures are eased enough for us to carry them out. To help us, please do not report any new routine repairs until further notice. You can read more about repairs here.

Your Name *

Your Address *

Your Email Address *

What is the nature of the repair

Your contact number - in case we require any further information *

Best time to contact you *

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Repair Form (Ongoing repair)

Coronavirus Update

As of Tuesday 24 March 2020, we’ll be carrying out only essential repairs as well as safety inspections. All routine repairs will be put on hold until the lockdown measures are eased enough for us to carry them out. To help us, please do not report any new routine repairs until further notice. You can read more about repairs here.

Your Name *

Job Reference Number *

Your Address *

Your Email Address *

Your contact number - in case we require any further information *

Best time to contact you *

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Do you want to make a home improvement

Applicant's name: *

Address *

Telephone Number *

Description of work (including Sizes and measurements) *

Sketch of Proposal *

Total cost you will be paying for the above works (£) *

Section 2b - Tradesman Details *

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Social Media

Prefer to contact us on Social Media with your customer service enquiry?

Click below to get us on Facebook or Twitter
Abandoned Vehicle Form

Note: On receiving this information, we will log an appointment for the Places Housing Officer to attend and place notice on the vehicle.

Abandoned vehicles often get confused with nuisance vehicles. A nuisance vehicle is not necessarily abandoned. Common examples of ‘nuisance’ vehicles are those, which are:

• poorly parked

• causing an obstruction

• Involved in residential parking disputes

• broken down If you believe a vehicle is untaxed, please contact the DVLA or Local Authority to report the vehicle.

Thank you for contacting Midland Heart regarding an abandoned vehicle. In order for us to log a case for you please could you provide us with a little more information regarding the following.

Consent for storing data * We keep your data to contact the data subject if in case of any further clarification and to notify the status of their request.

Yes

No

Your Name *

Your Address *

Your Email Address *

Your Telephone number - Should we need further information *

Is the vehicle on Midland Heart land? - If not please report to the local authority or public highways department. *

Yes

No

Do you know who the vehicle belongs to? *

Yes

No

How long has the vehicle been there? *

What is the exact location of the vehicle *

What is the Registration No. Make, Model and colour of the vehicle. *

Is the vehicle roadworthy - Does it have flat tires or smashed windows, etc...

Yes

No

Upload Images

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Death of a Tenant form

We understand that losing someone can be a difficult time and we want to make any contact with us regarding this as easy as possible for you. Therefore in order for us to process this for you we need the following information.
- The name of the tenant that has passed away
- The date on which the person passed away
- The details of the executor, trustee or personal representative of he person who has passed away, A copy of the Death Certificate Contact number for yourself
- Name of the tenant who has passed away
- Address and postcode of the tenant that has passed away
- Date on which the tenant passed away
- Your name, Your Address, Your contact number and best time to contact you if required, Your e mail address,
- Are you the executor, trustee or personal representative of the tenant that has passed away?
If you have a copy of the death cert please upload it here. Please note: We will need to see a copy of the death certificate in order to update our records. If you are unable to upload it at this time you can email it to contact@midlandheart.org.uk or contact us to discuss posting a copy.

Once this request is received we will start the process of arranging this change but please be advised that we cannot end the tenancy until the death certificate has been received.

Name of the tenant who has passed away *

Address & Postcode of tenant that has passed away: *

Date on which tenant passed away *

Your Name *

Your contact phone *

Your Email *

Are you the executor, trustee or personal representative of the tenant that passed away? *

Are you of anyone who wishes to succeed the tenancy? *

If you have a copy of the death certificate please upload here:
Report Graffiti Form

If the graffiti is deemed as offensive and contains any explicit images or Language of a politically/racially/religiously insulting/inciting nature or a hate statement, we will aim to remove this within 24 hours. Any other graffiti in a communal area will be removed by Midland Heart. Any graffiti on your property which is not offensive is your responsibility to remove.

Your Name *

Your Address *

Your Email Address *

Your contact number - in case we need further information *

Is the graffiti on your home or in a communal area *

Is the graffiti offensive or is it targeting you or another resident? - Please describe the nature of the graffiti *

Upload any pictures you have taken of the graffiti

Do you know who is responsible for the graffiti - Please give us as much information as possible if you do; Names and Addresses *

Have the Police been contacted *

Yes

No

If 'Yes' do you have the Police log number

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Report Fly Tipping Form

Fly tipping can be hazardous and expensive to remove potetially causing an increase in tenants service charges. If you know who has flytipped any reported items please give us a much detail as possible. We will then contact the individual and request they remove the items.

Thank you for contacting Midland Heart regarding fly tipping In order for us to log a case for you please could you provide us with a little more information regarding the following;

I am reporting as a: *

Tenant

Staff Member

Third Party

Your Name *

Your Address *

Your address or the organisation you work for *

Your department/office base *

Your email address *

Your telephone number - in case we need further information *

Are the fly-tipped items on Midland Heart communal land

Yes

No

Upload Images

Please list the items *

Is there anything hazardous within the items, such as; Animal or Human waste? *

Exact location of the items *

How long has it been there? *

Have these items been reported before? *

Yes

No

Do you know who is responsible? - Please provide names and addresses if you do. We will treat this information confidentially and you will not be named in any contact we may make with those responsible. *

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Vermin Responsibility Tool

If you have pest or vermin you can use our easy to use responsibility tool to find out who's responsibility it is to remove them by following this link.
Read more
Watch Pests Video
Report Pest/Vermin Form

If you have looked at the responsibility tool and can see that your pest/vermin issue is Midland Hearts responsibility please fill in the following form.

Your Name *

Your Address *

Your Email Address *

Your contact number - in case we need further information *

What type of pest or vermin do you have (wasps, mice, etc...) *

Are the pests or vermin in your home?

Yes

No

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Watch Money Advice Video
Money Advice for Bills and Rent

Do you need help managing your money, bills and rent payments. Please visit our Money Advice pages for further information and support. http://www.midlandheart.org.uk/supporting-you/money-advice/
Money advice Form

Name *

Email *

Address *

Telephone Number (and best time to contact you) *

Have you sought money advice before

Yes

No

What sort of money advice do you need?

Coronavirus Advice

Benefit Issue

Debt Advice

Budgeting Advice
Report Tenancy Fraud

There are many types of tenancy fraud including:
- Providing false information in order to move into one of our homes;
- Not using our property as the main home or abandoning it;
- Subletting the property to someone else;
- Selling the keys;
- Failing to tell us when the tenant has passed away so that someone else can live there;
- Mate crime where vulnerable tenants are targeted by fraudsters to use the home for criminal activity.
- Giving false information to get a Right to Buy discount.
Your Name *

Your Address *

Your Email address *

Your contact number - in case we need further information *

Address of the property concerned *

Why do you believe there is an unauthorised occupier? *

Is there any sign of a break-in or is the property in a substandard condition? Please provide details below. *

How long has the legal tenant been away from the property *

Please provide any further information you want to tell us about this matter? *

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Report a Tree

Tree Web form

To report a tree that is currently a danger to people or a property, you will need to complete the form below providing as much detail as possible. If a tree is not currently a risk but you believe it has the potential to cause harm or damage, please let us know by completing the form.

A tree or tree limb that is currently a danger includes one that has fallen onto a building, vehicle or communal area and has caused actual damage or an obstruction.

I am reporting tree as a

Customer

Staff member

Third party

Your full name *

You address (include postcode) *

Your email address *

Your telephone number- should we need further information *

Is the three on Midland Heart land? *

Yes

No

Where is the tree located?

Midland Heart communal garden

The garden of a Midland Heart house

A neighbouring non-Midland Heart property

Please provide a description as to where the tree is located. *

Is the tree currently dangerous and causing a risk to people or property? Stay away from the tree, do not attempt to remove it yourself, advise others not to go near it.

Yes

No

Please upload an image (if you provide photographs this may help resolve your enquiry quicker
Japanese Knotweed

Reporting Japanese Knotweed

Japanese Knotweed is an invasive weed that grows extremely quickly and can cause significant damage. If you see Japanese Knotweed on Midland Heart land or you are concerned about it spreading from a neighbouring property, please let us know by completing the form below.

Japanese Knotweed is spread primarily by human activity so do not touch or attempt to remove Japanese Knotweed from your garden.

If you are unsure, please find out how to identify Japanese knotweed here

I am reporting as a:

Customer

Staff Member

Third Party

Your full name

Your address (include postcode)

Your email address

Your telephone number- should we need further information

Where is the Japanese’s knotweed located?

Midland Heart Communal garden

The garden of a Midland Heart house

Other (provide full address of exact location)

Please provide a description where the Japanese Knotweed is located

Please upload an image (if you provide photographs this may help resolve your enquiry quicker)
Report a grounds maintenance, communal cleaning or window cleaning enquiry form

Customers who pay a service charge will receive some or all of the environmental services Midland Heart offers.

Before completing the form, please visit the Environmental Services Webpage which includes details about what is included in the service you receive

Name *

Your Address *

Email *

Telephone Number (and best time to contact you) *

Do you pay a service charge for communal gardening or cleaning? *

Yes

No

Which service would you like to query? (if more than one please select all that apply)

Ground Maintenance

Window Cleaning

Communal Cleaning

If the frequency of the gardening or cleaning is an issue when was the last visit? (Please check the above website link about the frequency of the visit) *

If already reported to us, please provide your reference number. *

Please upload an image (if you provide photographs this may help resolve your enquiry quicker)
Making a Payment

Please be advised that if you just want to make a payment and have your 19 digit All Pay reference you can call our automated phone payment line on 0844 557 8321 or visit www.allpayments.net
Contact Midland Heart

Thank you for contacting Midland Heart regarding your rent account.

In order for us to log a case for you please could you provide us with a little more information regarding the following;

Name *

Email *

Phone Number

Are you a Midland Heart Customer? *

If you are a Midland Heart Customer please enter your address and postcode here *

Message *

If enquiring about your rent account please confirm your Date of Birth in order to comply with Data Protection *

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Information about yourself

In line with art.15 of GDPR you have the right to obtain from Midland Heart confirmation as to whether or not we process personal data related to you. Where this is the case you also have the right to access to this personal data and to receive a copy of that data from MHL.

After we receive your completed form we may contact you for one or more of the following reasons:

• If we need you to provide proof of your identity in order to ensure that your data stays protected

• If we need further information from you to search for the information you are seeking

• Where your request is large and complex we may need to extend the time line for completing your request and in rare cases we may require a reasonable fee. Being specific about the information you require will help us to provide it to you quickly and at no cost.

We will provide your information via a secure online process to ensure that your data is transferred securely.

For more information on your right to obtain personal data we hold about you please visit the ICO’s website

Your Full Name *

Your Address *

Postcode *

your Telephone Number *

Your email address *

Your previous address(es) if moved in last 3 years *

DOB e.g. 01/01/1900

Are you a customer or employee? *

Customer

Employee

The personal data we hold which you would like to access *

Tenancy Agreement

Repair/service requests - clarify in field below*

Complaint I have made - clarify in field below*

My ASB/case file - clarify in field below*

Telephone call notes - clarify in field below*

Support service/inclusion service - clarify in field below* only applicable if you have a Midland Heart appointed support worker

Money Advice documents - clarify in field below*

Income Team Notes - clarify in field below*

Customer service notes - clarify in field below*

Housing Team notes - clarify in field below*

Lettings notes - clarify in field below*

The personal data which you would like to access *

HR File (includes: disciplinary, capability, absence management, sickness certificates, occupational health notes, contract

Emails to and from your inbox

*please specify date(s) or date range and reference numbers

Date when you last made a similar request to us (if applicable): *

I hereby confirm the above information is correct
Request from public bodies

For third party requests for disclosure of personal information by Public Bodies (police, HMRC, CQC, H&S Executive)

Under Schedule 2 of the Data Protection Act 2018 please use this form where access to personal data is required for the following purposes, please tick:

the prevention or detection of crime

the apprehension or prosecution of offenders, or

the assessment or collection of any tax or duty or of any imposition of a similar nature

is necessary for the purpose of, or in connection with, legal proceedings (including prospective legal proceedings)

1. I require access to the following personal information (for CCTV please include date, time and location. Please note requests may take up to 14 days):

2. This information relates to the following subject

Name *

DOB *

Midland Heart Address *

3. Reason for your enquiry

I confirm that the personal data requested below is needed for the purposes indicated above and a failure to provide that information will be likely to prejudice those matters.

I confirm that the individuals whose personal data is sought should not be informed of this request as to do so would be likely to prejudice the matters described above.

I confirm that the personal information provided to me by Midland Heart will only be used for the purpose specified on this form and will not be passed to other third parties without express written permission being obtained from Midland Heart first.

Name

Designation *

Phone Number

Email Address

Senior official, name and designation (police only) *

For and on behalf of
Acting on behalf of someone else

If you are a local authority, solicitor, relative, health professional, social worker or carer acting on behalf of an individual please complete the below form, attaching your form of authority.

Please note: Data Protection does not apply to the deceased. In these circumstances please complete the death of a tenant form.

Requester details:

Your Full Name *

Relationship to subject *

Designation

For and on behalf of

Your Telephone Number *

Your email address *

Are you requesting for a customer or an employee? *

Customer

Employee

The personal data we hold which you would like to access *

Tenancy agreement

Repair/service requests - clarify in field below*

Complaint made by subject - clarify in field below*

Subject ASB/case file - clarify in field below*

Telephone call notes - clarify in field below*

Support service/inclusion service - clarify in field below* only applicable if you have a Midland Heart appointed support worker

Money Advice documents - clarify in field below*

Income Team Notes - clarify in field below*

Customer service notes - clarify in field below*

Housing Team notes - clarify in field below*

Lettings notes - clarify in field below*

The personal data which you would like to access *

HR file (includes: disciplinary, capability, absence management, sickness certificates, occupational health notes, contract)

Emails to and from subject's inbox

*please specify date(s) or date range and reference numbers

Subjects details:

Name *

Address/Midland Heart Address(es) *

DOB * e.g. 01/01/1900

Date when you last made a similar request to us (if applicable):

I hereby confirm the above information is correct

Please attach your form of authority to act on behalf of this individual *
For disclosures required in connection with legal proceedings

If you have any enquiries relating to the following disclosures please email our Data Protection team
- For the purpose of obtaining legal advice or;
- Is otherwise necessary for the purpose of establishing, exercising or defending legal rights
Requests from utility companies

If you are from a utility company requesting personal information about a Midland Heart customer please complete the below form.

Your Company

Utility your company provides

Your name

Your email address

Your telephone number

Address your enquiry is about

Information you are seeking

Reason for your enquiry

I confirm that the personal information provided to me by Midland Heart will only be used for the purpose specified on this form and will not be passed to other third parties without express written permission being obtained from Midland Heart first.
Website Feedback

Feedback

Thanks for taking the time to give us feedback on our new website. It launched in May and we are keen to hear if you are finding the information you need and what you think we could do to improve the site.

Name

Email

Were you looking for specific information when you visited the website and if so what were you looking for?

Was it easy to find what you are looking for?

How would you rate our website?

What did you like about our website?

What could we do to improve our website?

Are there any features that you would like adding to the website? These could be self serve options, web chat or a private login for customers.

Are you a Midland Heart customer?

Any other comments?
Compliments

If you think that we are doing well we would love to hear from you. If you've received a service that deserves praise, or one of our staff really made a difference to you, you can let us know by completing the from below. You can also tell us via our Facebook or Twitter pages. We will let the service or individual know what you have said.

Name *

Email address *

Contact number

Address

Are you a Midland Heart customer? *

Please provide as much detail as possible in order for us to pass this compliment on to the relevant person, team or department copy *

Can we contact you further to discuss this compliment? *

We are currently looking for feedback on our website, please tick here if you are happy to help us complete our short online survey

Consent for storing submitted data *

Yes, I give permission to store and process my data
No, I don't consent to storing and processing my data
Social Media Policy

We use Twitter and Facebook to communicate with customers, in an open forum. If you have any queries, please feel free to contact us on Twitter (@MidHeartHelp) or Facebook.

Our social media channels are managed between 8am and 5pm Monday to Friday. During these times you can expect a response to your query, where appropriate, within 24 hours. Since these are public arenas, there are some instances in which we will remove posts. Please see our guidance below:

Public messages

Don’t name anyone, this includes staff, customers and other members of the public.

Don’t give away personal information for yourself or anyone else. This includes addresses, email addresses, and phone numbers. If we need you to send your private details we will request you send this information by private message.

All messages

Don’t swear or use threatening or abusive language.

If you do not comply with any of the above we will be forced to delete your messages.
Head Office

Here you can find information on our office location, including the full address and a link to Google maps.

For more information please click on the map image below.
NB. The text links next to map are automatically generated by Google and only work in certain browsers.

Birmingham Head Office 20, Bath Row, Birmingham B15 1LZ

0345 60 20 540

Opening hours: 9am - 5pm (Mon - Fri)

Link to Google Map
Media Enquiries

If you are a journalist with a media enquiry or would like to talk to us about a speaking opportunity please call our External Affairs Team, during working hours, on 0121 666 5253.

If you need to speak to our External Affairs Team out of hours, please contact 07789 923340. This number is for Press/Media enquiries only.

Alternatively, please complete the contact form below and one of the team will be in touch shortly.

Submit a media enquiry

Name

Contact number

Email

Media organisation

Message
Emergency contacts

In an emergency to report a repair or discuss other issues call us on 0345 60 20 540

If you think you can smell gas you can also immediately telephone 0800 111 999

If you can see or smell smoke, immediately telephone 999 or 112 before telephoning us

Outside of these hours, if you have an emergency (something which is causing significant damage to your home) you can contact us on the 0345 number above

These numbers are to be used in emergencies only. Less serious issues should be reported in the normal way.

Before you call us

To save you having to call us, we have put answers on our website to a lot of the most common questions we receive. Type into the search box at the top of the page the subject you're interested in and you'll be served with information related to this topic.
Didn't find what you're looking for?

Get in touch with us on Social Media and we'd be happy to point you in the right direction!

Please choose a topic ...

Useful Videos

We put your safety first by ensuring your home is secure and well maintained when you move in. This short video will explain who is responsible for repairs in your home.

As a Midland Heart customer, you are responsible for reducing the impact of condensation in your home, which if left, can cause mould to grow. This short video will show you how to reduce condensation in your home.

Renting a home from Midland Heart? Find out what to expect from your tenancy agreement.

Our team of Money Advisers are trained to help our customers with free benefit and debt advice. View one person's story and find out how we can support you.

Want to keep a pet in your home? This video explains the permissions you need and how many you can have in your household.

Ending your tenancy? You'll need to let us know at least 4 weeks before you leave. This short video explains everything you need to know about your responsibilities.

When you end your tenancy with Midland Heart, you need to let us know at least 4 weeks before you leave your property in writing.

This video will explain your responsibilities when ending your tenancy with Midland Heart.

When winter approaches it's a good idea to check your heating is working properly. This video will show you how to check your heating system including your boiler.

Contact Us

Forgotten Password

I've made a bid, what happens now?

I have another question about finding a new home

Watch our Homes Direct You Tube video

Homes direct form

If you are another Housing Association tenant please contact your own landlord directly and they will be able to assist.

Repairs Responsibility Tool

Repairs Video

Report a Repair (New Repair)

Coronavirus Update

Repair Form (Ongoing repair)

Coronavirus Update

Do you want to make a home improvement

Social Media

Abandoned Vehicle Form

Death of a Tenant form

Report Graffiti Form

Report Fly Tipping Form

Vermin Responsibility Tool

Watch Pests Video

Report Pest/Vermin Form

Watch Money Advice Video

Money Advice for Bills and Rent

Money advice Form

Report Tenancy Fraud

Report a Tree

Japanese Knotweed

Report a grounds maintenance, communal cleaning or window cleaning enquiry form

Making a Payment

Contact Midland Heart

Information about yourself

Request from public bodies

Acting on behalf of someone else

Requester details:

Subjects details:

For disclosures required in connection with legal proceedings

Requests from utility companies

Website Feedback

Feedback

Compliments

Social Media Policy

Public messages

All messages

Head Office

Media Enquiries

Submit a media enquiry

Emergency contacts

Didn't find what you're looking for?

Please choose a topic ...

We're here to help

Useful Videos

Repairs you are responsible for

Repairs you are responsible for

Damp and Mould

Damp and Mould

What to expect from your new tenancy

What to expect from your new tenancy

Money Advice

Money Advice

Can I keep a pet?

Can I keep a pet?

Leaving your tenancy

Leaving your tenancy

Heating

Heating