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.

Choose a topic

Inside your home

Please select an area to begin.

Next

Please choose an option from below...

Baths and sinks
  • 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
Drains or waste pipes
  • 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
Pipes and taps
  • 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, repairing leaks and connections to washing machines and dishwashers
    • Try to make sure that your pipes don’t freeze in winter
Toilets
  • 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
Kitchen units and worktops
  • 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 units, protecting work tops, replacing washers on taps by a qualified trade person
    • 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...

Doors and locks
  • 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 internal doors including changes when carpets are fitted
    • Door handles
Windows - inc. mould/condensation
  • 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

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...

Floors and stairs
  • Whose responsibility...

    What we look after:

    • Floors, stairs, handrails and bannisters excluding decoration

    What you look after or arrange:

    • Making changes to doors when new carpets are fitted
    • Any flooring and skirting boards you have fitted yourself
Walls and ceilings - inc. mould/condensation
  • Whose responsibility...

    What we look after:

    • External walls, boundary walls, internal walls, door frames and plasterwork

    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...

Electrics
  • Whose responsibility...

    What we look after:

    • Electrical sockets, electrical wiring, light fittings and wired smoke alarms
    • Lighting with closed covers

    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...

Heating
  • Whose responsibility...

    What we look after:

    • Central heating systems, water systems, boilers, fireplaces, fitted fires and radiators

    What you look after or arrange:

    • Preventing your pipes from freezing in cold weather
    • The maintenance of 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.

Choose a topic

Outside your home

Please select an area to begin.

Next

Please choose an option from below...

Doors and locks
  • 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 internal doors including changes when carpets are fitted
    • Door handles
Windows - inc. mould/condensation
  • 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

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...

Garden and fences
  • Whose responsibility...

    What we look after:

    • Pathways, steps and ramps leading to your 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, fences and gates which separate your garden from your neighbours’ garden and sheds which you might have installed
    • Making sure that your garden is tidy
    • 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...

Drains and waste pipes
  • 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

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...

Roofs
  • 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...

Shared/communal areas
  • Whose responsibility...

    What we look after:

    • Repairs to shared areas including lighting, door entry systems and signs in communal areas

    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
    • Making sure that you comply with outcomes from fire risk assessments

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.