Before you contact us about your repair please make sure you:
- Use this diagnosis tool to help you describe your repair to us. By giving us as much information as you can, you can help us get your repair done as quickly as possible
- Think about when you can be at home for our contractor to visit, or make sure that there is someone over 16 years old who can be there
If when we attend your property we find that the repair is your responsibility or has been damaged we'll charge you what it costs us to put it right.
- Intro
- Damp and mould
- Plumbing, kitchens and bathrooms
- Doors, locks & windows
- Walls and ceilings, floors and stairs
- Electrics
- Heating
Choose a topic
Inside your home
Please select an area to begin.
Next
Please choose an option from below...
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Whose responsibility...
What we look after:
- Repair leaks and structural defects - one of our team will work with you to find the cause of the damp and mould
What you look after or arrange:
- Wiping down and managing condensation
- Ventilating and keeping your home warm
- For more info and advice, click here to see our damp and mould section
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
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Whose responsibility...
What we look after:
- The sink, bath and waste pipes
What you look after or arrange:
- Replacing plug chains for baths and sinks clearing any blockages
- Bath panels
- De-scaling the shower head
- Clean waste pipes, drains and sink U-bend pipes occasionally to stop them getting blocked
- Repair anything you’ve put in yourself like tiles or showers
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Whose responsibility...
What we look after:
- Drains, gutters and external pipes within your property boundary
- Repairing leaks
What you look after or arrange:
- Clearing any blocked sinks, baths, toilets and shower trays - don't flush certain things that you shouldn't down the toilet like wet wipes
- Clean waste pipes and drains occasionally to stop them getting blocked
- Removing leaves and rubbish from external gully grids
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Whose responsibility...
What we look after:
- Waste pipes, water pipes, gas pipes and water tanks
What you look after or arrange:
- Replacing washers on taps (you might want to ask a trusted friend or tradesperson to help)
- Repairing leaks and connections to washing machines and dishwashers
- Try to make sure that your pipes don’t freeze in winter - click here to find out more
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Whose responsibility...
What we look after:
- The toilet (but not the seat) and the flushing system
What you look after or arrange:
- The toilet seat
- Clearing blocked toilets
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Whose responsibility...
What we look after:
- The sink with the hot and cold water supply pipes and taps
What you look after or arrange:
- You are responsible for your own appliances
- Kitchen unit doors and drawer fronts, protecting worktops (using a chopping board), replacing washers on taps by a qualified tradesperson
- Repairing leaks and installing connections and hoses to washing machines and dishwashers
- Tightening up loose handles on kitchen units
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
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Whose responsibility...
What we look after:
- External doors
What you look after or arrange:
- Replacing lost or broken keys
- Replacing any broken glass panels in doors where a police reference number cannot be given
- Replacing doorbell batteries
- Responsible for all internal doors including changes when carpets are fitted
- Door handles
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Whose responsibility...
What we look after:
- The window, frame and sill
What you look after or arrange:
- Any damaged glass unless you can provide us with a police reference number
- Window keys and locks are your responsibility (we advise that you don't fit locks)
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- Flooring excluding floor coverings
- Stairs, handrails, spindles and bannisters, excluding decoration for stairs
- Wooden or concrete stairs
- For kitchen or bathroom flooring, we'll replace polysafe flooring or vinyl tiles
What you look after or arrange:
- Making changes to doors when new carpets are fitted
- Any flooring and skirting boards you have fitted yourself
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Whose responsibility...
What we look after:
- External walls, boundary walls, internal walls, door frames and plasterwork
- Internal walls and plastered walls and ceilings (unless you've caused the damage yourself) - any cracks that are larger than a £1 coin
- We'll replace standard skirting board (we won't replace anything you've fitted yourself)
What you look after or arrange:
- Internal decorations including filling small holes and cracks
- Installing fixtures including curtain rails, shelves and toilet roll holders
- Keep air vents and extractor fan vents clear and use the fan (if you have one)
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- Electrical sockets, electrical wiring and light fittings
- Wired smoke alarms and carbon monoxide alarms fitted by us
- Light fittings fitted by us and lighting with closed covers in kitchens and bathrooms that you can't open
- If we come out and your appliance has tripped the consumer unit, you will be charged
What you look after or arrange:
- Replacing light blubs and fluorescent light tubes and starters (except lighting with closed covers)
- Replacing smoke alarm batteries and regularly testing them
- Resetting electrical trip switches if light or plug sockets have tripped
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- Gas central heating systems including boilers and radiators
- Electrical storage heating (user guide) and immersion heaters
- Water systems
- Fireplaces and fitted fires
- Cleaning and clearing air vents and fans
What you look after or arrange:
- Preventing your pipes from freezing in cold weather
- The maintenance of your heaters and cookers by qualified engineers
- Preventing condensation and mould by regularly letting in fresh air, e.g. opening windows and using extractor fans where fitted
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
- Intro
- Doors, locks, walls and windows
- Garden and fences
- Drains and waste pipes
- Roofs
- Shared/communal areas
Choose a topic
Outside your home
Please select an area to begin.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- External doors including the front and back and patio doors
What you look after or arrange:
- Replacing lost or broken keys
- If you're locked out, it's your responsibility
- Replacing any broken glass panels in doors where a police reference number cannot be given
- Replacing doorbell batteries
- Responsible for internal doors including changes when carpets are fitted
- Door handles
-
Whose responsibility...
What we look after:
- Changing external walls for external brickwork
- The window, frame and sill
- Window handles and hinges
- Window restrictors from the 1st floor and above
What you look after or arrange:
- Any damaged glass unless you can provide us with a police reference number
- Window keys and locks are your responsibility (we advise that you don't fit locks)
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- Pathways, steps and ramps leading to your front door
- Fences which divides your home from a public path/right of way
- Fencing and gates in communal areas
What you look after or arrange:
- Garden decking and patios
- Fences and gates which separate your garden from your neighbours’ garden or alleyways that are not a public right of way
- Sheds you might have installed
- Boundary walls
- Making sure that your garden is tidy and you've disposed of any rubbish correctly
- Installing clothes lines, unless it is a shared area
- Paths around the sides of your property and in your back garden
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- Drains, gutters and external pipes within your property boundary
- Repairing leaks
What you look after or arrange:
- Removing leaves and rubbish from external gully grids
- Clearing any blocked sinks, baths, toilets and shower trays
- Clean waste pipes and drains occasionally to stop them getting blocked
- All external taps
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- The roof and chimney stacks
- Sweeping of chimneys if you have an open fire
What you look after or arrange:
- Satellite dishes, television and radio aerials (unless they are shared)
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
Next
Please choose an option from below...
-
Whose responsibility...
What we look after:
- Repairs to shared areas including lighting, door entry systems and signs in communal areas
- Fire alarm and warden call systems
- Lifts
What you look after or arrange:
- Keeping shared areas tidy, safe and free from obstructions
- The cost of replacing keys or fobs to shared entrance doors if you lose them
- You will be charged for each new key or fob
- Making sure that you comply with outcomes from fire risk assessments
To find out more, click here to visit our communal areas section.
If you have identified that you have a repair which is Midland Heart’s responsibility, please ring us on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM.
Outside of this time your call will be transferred to our out-of-hours service and you'll only be able to report emergency repairs.
If you have an emergency repair, please follow our guidance here.
For non-emergency repairs we will offer you an all day appointment or a slot convenient to you. These will be Monday to Friday and slots will be either in the morning (9am - 1pm) or afternoon (12pm - 5pm).
We will contact you prior to the repair to remind you of your appointment and ensure the appointment is convenient for you.
How do I book a repair?
Once you’ve confirmed that a repair is our responsibility:
- You can now use the Midland Heart app to book a repair and keep track of your appointment, download it for free from the App store or Google Play. To find out more information about it, please click here.
- If you don't have a smartphone, please give us a ring on 0345 60 20 540 to report your repair. Our Customer Hub is open from Monday - Friday 8AM - 6PM. Outside of this time your call will be transferred to our out of hours service and you'll only be able to report emergency repairs.
- You can also private message us on Facebook or Twitter to book your repair.
