It's important to us that you feel safe and secure whenever you speak to us throughout your tenancy. We closely follow the Data Protection Act (DPA) to make sure that we keep all of your personal information safe.

This page will give you some information on how we and our partners will make contact with you during your tenancy and, if you contact us, how you can be sure whoever you’re talking to is genuine.

When you call us

If you phone us, we’ll always confirm your identity by asking a couple of security questions before we ask you to share any personal details.

You’ll need to give us consent to share your information with family members or other organisations; so, if anyone other than you wants to talk to us about your home, you’ll need to either give us written consent or give us verbal consent at the beginning of every phone call.

When we call you

We’ll always introduce ourselves by giving you our name, the team we’re calling from and we'll confirm that we’re calling from Midland Heart.

If you have any concerns that the call might not be genuine or the person on the line isn’t from Midland Heart, then don’t answer any security questions or give out any personal details. Ask the person calling to add a note to your account and then call us back on 0345 60 20 540 so we can confirm that it was genuine.

When we visit you

All of our staff and contractors carry photo ID and they should show this to you when they visit your home. If they don’t show it to you on arrival, you should ask to see it before letting them into your home.

If they don’t have any ID or you’re concerned that they are not who they claim to be, please don’t let them into your home. Call us on 0345 60 20 540 so that we can confirm their identity for you.

When we write to you

We’ll always write to you on letterheaded paper, which includes our logo and contact details at the top of the page. The letter will also include the name of the person or department who is contacting you, so you know who to get in touch with if you have any concerns.

If you receive any emails from us, they will all come from an email address ending with ‘@midlandheart.org.uk’. Please never click any links if you're unsure that the email is genuine – it could be a phishing scam. You can find out more about phishing here

Links in our emails will always direct you back to our website. Always double check the web address is www.midlandheart.org.uk – look out for anything that is misspelled and if you don’t fully trust it, please don’t click it.

If we text you, it will always come from ‘MidHeart’ or ‘07984356855’ - unless you have regular contact with a dedicated member of staff.

 

IFF

You may be occasionally be contacted by our research partners, IFF (Industrial Facts and Figures), who collect customer satisfaction research on our behalf. They contact around 1200 customers for us each month and ask a variety of questions to help us monitor our service and make improvements.

From 31st March, IFF will only call you from this number: 0203 148 7645.  They do change their number every so often, but we’ll always make sure it’s updated here.

Staff from IFF will always identify themselves, and will never ask you to share personal details, request bank details or ask you to buy or pay for anything.

If you don’t think the call is genuine, please hang up and phone the Customer Hub on 0345 60 20 540 so they can verify the phone call.

If you’re ever unsure whether the person you’re communicating with is genuine, whether it’s in person, on the phone or via email, call our Customer Hub to verify their identity.

Do not give out personal details or information, or let someone into your home, without being certain that they are who they say they are.