Contact Us

Homes Direct help 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.

Repair Responsibility Tool

Try out Repair Responsibility tool first!

Repair responsibility tool

Repairs video

Report a Repair

Report an ongoing repair

Repairs

Do you want to make a home improvement

Do you want to make a home improvement

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.

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 recieved 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 recieved.

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.

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;

Contact Midland Heart Fly Tipping

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;

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.

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.

Watch Money Advice Video

Get More Information

Do you need help managing your money, bills and rent payments. Please visit our Money Advice pages for further information and support.

Money Advice Form

Report an unauthorised Occupier Form

An unauthorised occupier can be any of the following, Anyone that manages to gain access into an empty property for occupation. A person who has been evicted from their property but still remains after the eviction has taken place. A Tenant who claims to live at the property but instead lets the whole property out to someone else. A Tenant who claims that the property is their main home but instead uses it as a second property.

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.

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 neighboring 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

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

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

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/

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;

Data form

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.

If you wish to receive a copy of your data, which is processed by Midland Heart, please complete this form and return it to the Data Protection Team, Company Secretary Department, Midland Heart Ltd, 20 Bath Row, Birmingham, B15 1LZ or by e-mail to dataprotection@midlandheart.org.uk.

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

Third Party Request Form

Thank you for contacting Midland Heart to request Personal Data relating to one of our customers or members of staff. Please be aware that if your request for information is urgent and you have spoken to one of our officers prior to filling in this form that the officer concerned will monitor the arrival of this form and come back to you as a soon as possible. All non urgent requests will be responded to within 2 working days.

Personal Data form is available here

In order for us to respond to your request, please provide the following information. the reason for you request, Your Name, Your Address, The name of the organisation making this request, Your e mail address, Your contact telephone number, Details Required.

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.

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.

Comments

We are always looking to improve and realise that sometimes you may not agree with how we offer a service. It's really important to us that if this happens you let us know so that we can use this feedback when we are reviewing our services in the future.

Any comments that you give are treated very seriously and are used to review the relevant service or policy. To let us know what you think we could do a bit better please complete the form below.

Complaints

Despite our best efforts, from time to time we might not meet the standards that we set ourselves. In these cases you may want to make a formal complaint.

What can you complain about?

•If we have not met a published Service Standard or have not taken action within agreed timescales

•We have not acted in line with our policies and procedures to a customer request

•If there has been poor conduct by Midland Heart staff, agents or contractors

If your complaint does not fall within these categories you can still get in touch and provide feedback via our comments section.

If you have a complaint about the behaviour of one of your neighbours this may be classed as anti social behaviour (ASB). We have developed different processes to help you with these issues and you can visit our dedicated ASB section to find out more.

First stage resolution

Investigation

Formal review

External review

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

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

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

Emergency Contact

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.