We understand how frustrating it is when something isn’t working as it should be. We always aim to make sure everything is in working order in your home but if you need to report a repair, it’s important for you to know whose responsibility it is and how to report it.
How do I find out who’s responsible for a repair?
You can find out who’s responsible for your specific repair by using our repair responsibility tool. You can also take a look at our handy leaflet which will tell you what repairs inside and outside your home are your responsibility to look after.
If we attend your property and we find that the repair is your responsibility, we may have to recharge you what it costs us to fix it.
How do I report a repair?
Once you’ve identified the repair is our responsibility, and you’re confident that it’s not an emergency, you can report it through our tenant app and book an appointment slot that works for you.
If you don’t have our app yet, simply search for 'Midland Heart' on the App store for iPhone or Google Play for Android.
You can also private message us on Facebook or X to book your repair. If you don't have a smartphone, please give us a call on 0345 60 20 540 to report your repair. Our Hub is open from Monday - Friday 8AM - 6PM.
How do I know if my repair is an emergency?
Emergency repairs are things like an external door that won’t lock, an uncontainable water leak, having no power, exposed electrical wires or water coming into contact with sockets or wiring.
If you’re experiencing anything like this, it’s important to get in touch with us as soon as possible on 0345 60 20 540. You can report emergency repairs to us 24 hours, 7 days a week.
Please don’t report emergency repairs to us via our app or using our social media channels, as we might not be able to get back to you quickly enough.
