Midland Heart Omdömen 

Staff good but they come late

The time it took to get through to the call centre, the quick response to reporting the repair, the time to schedule an appointment and clarify an existing status of repair. The friendliness of the staff made the experience worthwhile.

Very helpful and polite caring and considering of there tenants and got the jobs done quick and effective 100 percent happy

Needed an emergency repair for leaking water heater - the plumber was an efficient worker and friendly, and was willing to explain his ideas and the process re: what was wrong and a possible fix. He changed the overflow valve and float inside the tank. We couldn't find where the water was leaking from, but hopefully this has solved the issue. The electrician was a nice guy too; he only needed to do a 30-second check, as the wall with electricals was unaffected by the damp. He had trouble finding the street, I had to try directing him from a location I didn't know. He arrived after midnight, but that time wasn't too unreasonable as I'd been told in advance by Midland Heart repairs line that it would likely be late at night.

I would suggest having a handover between the Midland Heart Repairs phoneline staff who finish at 6PM and the staff who cover emergencies repairs through the night, for any cases dealt with in the daytime that are still open through the night. I phoned up after the plumber left, to check if maybe the electrician visit should be cancelled (I wasn't sure if it was still needed). The lady I spoke to said she had no way to access any details of the job, as the repair had been booked before the 6PM cut-off, so it basically didn't exist for them and they couldn't tell me if the electrician was on his way or contact him for me. It could have been a wasted journey for the electrician. (It turned out that he was obligated to visit and check, so it was OK.)

Reported a repair @ 15.30 yesterday was told somebody would be here within 24 hrs, rang again @ 14.00 the following day to be told it hadn't been logged properly, yes somebody did come out within the 24 hours but wouldn't have done had i not rung a 2nd time not impressed

He was very helpful and also advisable.

I could, nt fault the whole experience

My experience was great the Agent Rajpal was great

Lena and Ashish visited from specialist repairs surveying team. Explained how DMEV systems work. Explained inspection protocol very well, and what repairs need to be done. Gave reassurance for repairs

If I could give Midland Heart a 0 I would…. Many people don’t realise that with a repair…always get a job reference number for the job reported as a needing a repair… keep a note of it….maybe get a note book just for Midland Heart issues… All of their calls are recorded … keep a note of who you speak to on the phone and the date…and time you called… they can go back and listen to that call to see what was said about the repair and if a date was given for that repair…etc ..if they don’t do the job or arrange for the job to be done or fail to turn up that’s a reason for a formal complaint…when you put in a formal complaint… do one as an email…they will respond to an email….you can phone in to make a formal complaint … get a reference number for the formal complaint (but now Midland Heart are trying to avoid people making complaints …. They will then try and resolve it there and then as soon as they hear “I want to make a formal Complaint ….insist….when you phone to make a formal complaint (it’s your legal right to make a formal complaint don’t let them fob you off) at Stage 1 they have about a week to respond … if you are not happy with the Stage 1 response escalate it to a Stage 2 … eg a month to reply to a Stage 2..(they should also respond to you in an email not by a call) …they will try to call you … no let them email you… that way you will have your written evidence trail… if you are not satisfied with the Stage 2 response… then contact the housing Ombudsman…(0300 111 3000) it’s that simple… they will take on the case for you and get the job done and also award you compensation… compensation can be awarded at Stages 1 & 2 for failed appointments or jobs or for complaints if you are satisfied with the response… if no one turns up for an appointment … that’s a failed appointment and they must award you compensation for it and get the job booked in and done… for any complaint made where they Midland Heart is at fault… it’s not always about the compensation it’s about getting the jobs done within the correct legal frame time and for them to stop treating tenants appallingly… they never learn…. Kitchens bathrooms windows etc are supposed to be part of a renewal renovation programme … find out when these in your property are due for renewal its usually every 20-25 years even if you haven’t lived in the property that long …its could be due…. You can always call the Housing Ombudsman for free advise….

Ashish and Adrian from specialist repairs team visited today. Very friendly and get straight to the job and respectful.

Just had Mav come out in emergency call out to look a at leak under our kitchen sink which he has fixed. Great guy , had a laugh with us and he’s very down to earth ! Thank you mav for coming it quickly and solving the issue ☺️

To be honest I'm happy over all

Good service

I made a call in to midland heart because I locked myself out of my property which has a communal door, rushing out I left my front door open but locked the communal door and left my keys inside. The young lady on the phone was so helpful and put out an emergency appointment straight away and also sought to see if any rangers were around the area to help, I needed to get in to take some morning medication as I am pregnant, so I was desperate and worried. Within only 10 minutes of waiting outside, Ranger Phil arrived to “save the day” I have seen him plenty of times so seeing a familiar face put me at ease. He was his normal friendly self and I thanked him plenty. Thank you for helping me Phil and the lady on the phone (sorry I didn’t get your name).

Whewer and Tiery where very supportive and consider about doing the repairs around the home.

I would recommend them to do the repairs around my home again because as they completed a job they showed me where the repairs was and what they did to complete them.

Mannerable and respect to my property.

Miss Georgia Banks.

I can’t thank Paul Bird enough for all of his help. He’s done a few repairs on my home and he’s gone above and beyond every time. Super friendly, chatty and efficient. Thank you so much!

My pipes had a leak and the nice young man who came was lovely he had a look even though it was not his department I needed gas engineer because it was to do with radiator but investigated himself and got in touch with the right department so very happy it was sorted and he was very pleasant and helpful so yes very easy and painless visit and now waiting for the needed department to sort it out.

Mav done a brilliant job, was polite and efficient. Happy with the work carried out, no mess left.