What is My Voice?

An opportunity to make a difference.

My Voice is a way that you can get involved and have a direct impact on the services we offer. You'll give us your feedback and work closely with our Customer Scrutiny Team, who will make sure that your views are listened to and changes are made. The best part is you can join in from your own sofa!

lady on laptop 7 JUL 20

Sounds great, how do I find out more?

Call or text us on: 07771 676 773

Email us at: customerscrutiny@midlandheart.org.uk

Drop into a Q&A session on Microsoft Teams the first Wednesday of every month between 3pm - 4pm

If you're not quite ready for a chat you can find out more about the different activities below or read our FAQ's.

There are a few ways you can give us your feedback without having to commit on a regular basis. If you choose to give us your feedback, you can pick which of the following to take part in and when:

Take part in a one off survey!

Sorry! we haven't got any live surveys at the moment. Keep checking, we'll have one soon.

Mystery Shopping

Help us test the quality of our services by giving us feedback on tasks we set you.


Give us your views when we're looking to make a change to a service you receive. 

Doorstep chat

We'll come out to you and have a chat with you about a particular topic we are reviewing.

Click here to read our FAQ's and get involved

If you're passionate about your local area, scheme or neighbourhood you can get involved with:

Estate Champions

Carry out inspections of your scheme or estate and let us know our the quality of our estate management.

Building Safety

Talk to us about the building safety concerns you have, and we’ll work with you on our plans to improve the safety of your building.

Resident Meetings

We can help you meet as a group of residents to discuss local topics.


Some of our Retirement Living Schemes have Committees. We can help you with how to get the most from these.

Click here to read our FAQ's and get involved

If you want to share your experiences of a specific service or topic, there are a number of different ways you can do this. The best part is, you'll get to choose the projects that interest you:

Special Interest Groups

We want your views on how we can make our services accessible and inclusive.

Task & Finish

Meet with us over a set period of time to look at customer feedback on a set topic and use it to suggest improvements.

Service Improvements

If you've recently used a particular service like ASB or Aids & Adaptations, we may ask for your feedback to see how we can improve.

Click here to read our FAQ's and get involved

If you've got more time to commit and like looking at a wide range of information, we can give you all the skills and training you need to get involved on a more regular basis:

Customer Scrutiny Panel

Have an in-depth look at one area of our business over a 3 month period of time. Let us know what works and what more we can do.

Customer Led Reviews

By Monitoring our performance against our Service Standards you can work with us to highlight what more we can do.

Customer Forums

Come together with other residents from across our Retirement and Supported Living services to check and challenge our performance on the more specific services you receive like catering and lifestyle activities.

Click here to read our FAQ's and get involved

If you like looking at the bigger picture we have a group of customers who help hold us to account through:

Oversight & Impact

Monitoring the customer insight we're gathering and making sure it leads to improvements for you.

Action Plans

Making sure we deliver on all of the actions we have committed to.


Helping make sure we comply with the standards set by the Regulator for Social Housing.


Making sure we tell all customers what we've done with the feedback they've given.

Click here to read our FAQ's and get involved

Spotlight on Scrutiny

Meet Michael

"I joined the Scrutiny Panel, which involved looking at what MH said they did and checking to see if they really did it. Then the exciting bit – we were able to challenge MH about it, and the people right at the top listened to what we were saying."