You can now book, track and change your repairs online on the Midland Heart app

Our app has been designed for existing tenants to manage their accounts with us and cannot be used to apply for a home.

Downloading the app is easy and it's available to all of our tenants. Simply search ‘Midland Heart’ on the App store or Google Play.

Once you’ve registered you can:

  • Book and change repairs online
  • Keep track of your repairs appointments
  • View your rent balance and payment history
  • Make a payment
  • Download your rent statement and proof of rent 

Enjoying our app? Remember to leave us a review on the App store or Google Play 📲

How to sign up to the app

Linking your account to the app

If you don't know your personal reference number

How to book a repair

Change or cancel a repair

Booking repairs on the app - FAQs

Why can't I download the app?

For your security the app will only work if you have a PIN or passcode on your smartphone/tablet. Create one and then you should be able to download the app.

Is my personal information safe?

Our app is encrypted which means it’s safe and secure to use. We’ve also upgraded our security measures by adding 3-D Secure to the app. 3-D Secure is another layer of security that will protect your personal data when you use our app.

You’ll need to verify any payments with your bank by either typing in a passcode or entering specific digits of the password associated with your bank.

Is it easy to sign up to the app?

Just as you do now, downloading the app is easy and it’s available to all of our customers. Simply search ‘Midland Heart’ on the App Store or Google Play.

You can find out more watching this short video -

How do I report repairs?

To be able to report repairs and do other things in your account, you’ll need to link your app to your account. To do this you’ll need your personal reference number.

Don’t worry if you don’t have it – you can get it on the app by simply entering some of your personal details. For a step-by-step guide on how to do this, watch this short film:

As well as managing your account, making payments, and changing your personal details, you’ll also be able to view and manage your repairs under ‘My Repairs and Maintenance’.

What repairs can I book online?

You’ll be able to book a wide range of repairs on our app but please make sure that the repair you’re booking is one that we’re responsible for.

There will be some repairs that you’ll need to look after yourself – if you’re not sure we’ve got a handy repair tool to help you work this out. This information is also set out in your tenancy agreement.

If you need to book an emergency repair, you need to contact us on 0345 60 20 540 as soon as possible. You will not be able to book these through the app.

Can I change or cancel my appointment on the app?

Yes, you can change and cancel any appointments you've raised on the app. If another member of your household has raised a repair on their app, then they'll need to change or cancel the repair.

You can cancel a repair up to 24 hours before the visit, however you can only do this from Monday - Friday, 8am to 4pm.

You can change your appointment on the app up to an hour before your planned visit. If you need to change your appointment less than an hour before your slot you’ll need to call us on 0345 60 20 540.

The app is telling me that this repair has already been booked, what does that mean?

This means that this has already been raised and we have an appointment to visit you, you should be able to see this in ‘my repairs’.

If you don’t think it’s a duplicate, you can continue to raise the appointment but please double check this hasn’t already been raised.

If you just need to change the appointment, please use the original repair that will be listed in ‘my repairs’ and select ‘change my appointment’.

Will I be able to see the repairs that I’ve reported in the past?

Your repairs history will only show you the repairs that have been raised in the last three months. If you need to look back further than that you’ll need to call us on 0345 60 20 540.

I’ve tried to book my repair, but it says there are no appointments available.

Most of our repairs are completed by our in-house team but some are done by contractors. In most cases there will be appointments available but during busy periods you may need to check back in later if you can’t see one that suits you.

When you check back in you just need to visit ‘My Repairs’ where the repair that you tried to book will be listed. Simply select this repair and then select your appointment from that page. If you’re having issues you can give our customer hub a call on 0345 60 20 540.

I’ve followed the process and the app is taking me to the ‘Customer responsibility’ page?

If you try to book a repair and instead of giving you an appointment, it says ‘Customer responsibility’, you're probably trying to book a repair that you’re responsible for.

You can double check this on our repair tool or in your tenancy agreement. If it’s not something you feel comfortable to do yourself perhaps you can ask a trusted friend or tradesperson.

If you think this is an error, you can contact our customer hub on 0345 60 20 540.

The app is saying that my home is a new build and I haven’t been able to pick an appointment?

The team will be emailed all the details about your repair and they’ll be in touch with you to confirm your repair and appointment.

I’m having issues with using and booking repairs on the app.

We’ve put together a handy guide to help you through each step when it comes to reporting repairs. These are on the website here

The app keeps telling me to ‘Call the hub’.

If you've been asked to call the customer hub, it's likely that we need a little bit more information from you or you’re trying to book an emergency repair.

In these cases, we ask you to give us a call on 0345 60 20 540 so we can get all the information we need to get the repair booked in as quickly as possible.

Booking repairs for a shared space

If you live somewhere with shared communal spaces like corridors, gardens and entrance halls you’ll also have the option to book repairs to ‘shared spaces’.

The app is saying I have a disrepair case, what does that mean?

We’ll need to take your details and get someone from the disrepair team to contact you, we’re not legally allowed to arrange repairs while you have a case open.

I live in a Shared Ownership home/Mutuals scheme - when I click on My Repairs in the menu on the App it takes me to the Midland Heart website. Why can’t I book a repair?

Repair responsibilities for Shared Ownership properties and Mutuals schemes are different to our general rented properties.

Our website can offer advice and guidance on where to go if you need repairs carried out in or around your home.