Frequently Asked Questions

  • How do I bid on a property?

    If you are applying for a Midland Heart property for the first time you will need to register an account with Homes Direct. Once registered you can log onto Homes Direct and place bids on properties that meet your needs.

  • What is my Banding?

    Your banding on Homes Direct will be determined by the answers you have selected when creating/ amending your housing application. Applicants will be placed in the relevant band according to their assessed need. When bidding for properties please check that your circumstances are up to date as you will be asked for evidence to support your banding if you are successfully shortlisted for a property.

  • How will I be contacted?

    You will be contacted by telephone, email, text or letter. It is important that your contact information with Midland Heart is up to date and accurate as your application for accommodation may be bypassed if we are unable to get hold of you.

  • How long will I have to wait to get a property?

    It is difficult to give accurate information about how long it would take to get a property. This is because the waiting time will be different for different areas and for different kinds of properties.

  • What is my Priority number on a viewing?

    You will be told by what viewing priority you are over the phone, by text or letter. This will also be confirmed when you attend a viewing and offers of a tenancy are made in order of priority of customers who attend the appointment.

  • What happens after I am shortlisted for a property on Homes Direct?

    We will usually contact you within 2 days of the advert closing.  We will need to speak to you to review your application for housing, check you can afford to pay your rent in advance and can provide references.  If you don’t respond to contact then will move onto the next applicant.

  • What happens after I am nominated for a property?

    You may know before we do that you have been nominated for a Midland Heart property by your local council.  Once we are told we will usually contact you within 2 days of the advert closing.  We will need to speak to you to review your application for housing, check you can afford to pay your rent in advance and can provide references.  If you don’t respond to contact then will move onto the next nominated applicant.

  • How do I arrange a viewing appointment?

    If you are shortlisted our lettings team will confirm any viewing appointment with you by phone, text or email.

    To confirm you will attend the viewing please complete the form below within the deadline given in the message. If for any reason you have to cancel or reschedule a viewing please contact our customer hub on 0345 60 20 540

    Property viewing confirmation

    Please complete this form to tell the lettings team if you are able to attend the property viewing you have been invited to

  • What documents do I need to bring to the viewing/signup?

    When you attend a viewing a member of Midland Heart staff will meet you outside the property.  Below is a viewing checklist we have compiled for your convenience.

    1) Let us know if you are attending the viewing by filling out the form below or contacting us by phone – if you don’t confirm we will cancel your viewing.

    2) Bring an acceptable form of ID - Link

    3) Bring proof of your income - Link

    4) Be on time for the viewing – a member of Midland Heart staff will meet you outside

    5) If you receive support bring your support plan and the contact details of the agency who provide your support

    6) Don’t bring more than 1 other person with you – we can only let 2 people per household into the property to view it

    7) Don’t bring your children with you - we can’t let them into a property where works are being carried out so please arrange care for them

    If you aren’t able to do any of the above we may not be able to offer you a property so it’s best to contact us by phone.

    It is possible that in some cases you may need to be available after the viewing to attend an assessment and sign your tenancy on the same day.

  • How do I know if I have been successful after a viewing?

    You will be told your shortlisted position at the viewing.  If you are in the highest position you will be invited for an assessment over the phone or at our Birmingham office and if we cannot make contact within 48 hours then we will move onto the next applicant who has expressed an interest at the viewing.  All unsuccessful applicants will be notified by text within 48 hours where possible.

     

  • What happens if I reject or do not respond to an invitation to express interest?

    You will be told your shortlisted position at the viewing.  If you are in the highest position you will be invited for an assessment over the phone or at our Birmingham office and if we cannot make contact within 48 hours then we will move onto the next applicant who has expressed an interest at the viewing.  All unsuccessful applicants will be notified by text within 48 hours where possible.

     

  • What happens if I reject or do not respond to an invitation to a viewing?

    If you do not respond to a request to view a property within 24 hours then we will assume that you are no longer interested in the property and your application will be bypassed.

  • What supporting documents do I need for signup?

    You will be asked to bring proof of Identification for everyone moving with you (passports, driving licence, birth certificates including photographic ID), as well as proof of income including national insurance number.  You will be told if you need to bring other documents specific to your circumstances.

  • How much do I pay in rent up front?

    If you pay your own rent then you will be asked to pay one month’s rent in advance before picking up the keys to your new home. If you receive some benefits to assist you in paying your rent then we will ask for one week’s rent in advance.

    Before your tenancy begins you will be asked to make a rent payment, if you sign your tenancy agreement on the same day as your viewing you will be asked to make the payment then.

  • How quickly can I move in after sign up?

    You can move into your new home the moment you receive your keys.  You will need to make sure that you register all utilities in your name and book an appointment with our customer hub for any gas supply to be uncapped.  You also need to remember to notify Universal Credit or Housing Benefit of your change of address and complete all the necessary forms to help you with your rent.

  • What do I do if I need time to move out my belongings?

    You are responsible for moving in or out of a property at agreed dates.   If you are unable to move out of your home by the agreed date then please ring the lettings team so that we can discuss options available to you.