Independent · not part of Midland Heart
Midland Heart repairs: how to report a repair, phone numbers and timescales
How to report a repair to Midland Heart: the repairs phone number and emergency line, reporting a repair online, and how long Midland Heart has to fix it. Midland Heart’s own target for routine repairs is 28 days.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: midlandheart.org.uk
Has Midland Heart been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Midland Heart’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Midland Heart’s emergency line is here.
How to report
Reporting a repair to Midland Heart
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Midland Heart misses its own target, complain. You may also be able to claim.
- WhatsAppMessage 07418 365525 on WhatsApp.
- FacebookSend a private message to Midland Heart on Facebook.
Emergency repairs
When to call Midland Heart straight away
Phone Midland Heart straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 8am to 6pm. Emergencies can be reported any time, including weekends and bank holidays. The number is in Midland Heart’s repair contacts.
- 01An outside door that won’t lock
- 02A water leak you can’t contain
- 03No power
- 04Bare electrical wires, or water reaching sockets or wiring
What counts as an emergency, from midlandheart.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Midland Heart.
Timescales
How long Midland Heart has to fix it
Midland Heart’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Midland Heart’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Gas emergency | 4 hours | Emergency hazards: investigate and make safe within 24 hours |
| Emergency | 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Gas routine | 14 days | No fixed legal limit unless it’s a hazard |
| Routine | 28 daysCan stretch to 28 working days in severe weather. | No fixed legal limit unless it’s a hazard |
| Major | 90 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Midland Heart aims to treat damp and mould within 28 days and send a property assessment within 14 days. If it comes back in the same place within 18 months, it does a detailed survey and aims to finish the work within 90 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from midlandheart.org.uk and Midland Heart’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 days ago? That’s past Midland Heart’s own target. You could claim compensation.
Start your claimYour options
If Midland Heart doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Midland Heart for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Midland Heart
This can get Midland Heart to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Midland Heart to put things right. In its recent decisions about Midland Heart, it ordered between £200 and £1,200 in compensation.
How to complain to Midland HeartYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Midland Heart
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Midland Heart
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days of your request, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order Midland Heart to put things right.
Midland Heart’s record
How Midland Heart performs on repairs
Mar 2025: After an inspection, the regulator found Midland Heart meets the consumer standards, with good safety systems, accurate records of its homes’ condition and an efficient, timely repairs service.
of Midland Heart tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Midland Heart in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Midland Heart
- How it handled a request for a kitchen and bathroom replacement.Maladministration
£200 ordered - How it handled reports of a pest infestation.Maladministration
£1,200 ordered
Sources: Regulator of Social Housing judgement, 26 March 2025; Midland Heart tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Midland Heart’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Midland Heart repairs: questions
What is Midland Heart’s repairs number?
0345 602 0540. Monday to Friday, 8am to 6pm. Emergencies can be reported any time, including weekends and bank holidays.
What is Midland Heart’s emergency or out of hours repairs number?
0345 602 0540 (Repairs line). Monday to Friday, 8am to 6pm. Emergencies can be reported any time, including weekends and bank holidays.
Can I report a repair to Midland Heart online?
Yes, at My Home tenant portal. Book repairs and track appointments. You need to log in. Not for emergencies.
How long does Midland Heart have to fix a repair?
Its own targets run from 4 hours (gas emergency) to 90 days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Midland Heart tenants?
Since 27 October 2025, Midland Heart must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Midland Heart’s own damp and mould commitment: Midland Heart aims to treat damp and mould within 28 days and send a property assessment within 14 days. If it comes back in the same place within 18 months, it does a detailed survey and aims to finish the work within 90 days.
How do I complain about a repair to Midland Heart?
Complain to Midland Heart first, online or by phone on 0345 602 0540. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Midland Heart?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Midland Heart for you. It’s free to check.
Start your claimIs Report Repair part of Midland Heart?
No. Report Repair is independent and not part of Midland Heart or any council or housing association. We show Midland Heart’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Midland Heart has to fix, by problem
Not Midland Heart?
Other landlords in the Midlands
- Amplius repairsHousing association
- Citizen repairsHousing association
- Nehemiah Housing repairsHousing association
- Newark and Sherwood District Council repairsCouncil
- North East Derbyshire District Council repairsCouncil
- North Kesteven District Council repairsCouncil
- Platform Housing Group repairsHousing association
- whg repairsHousing association
Reported a repair to Midland Heart and still waiting?
About 2 minutes. No documents. Free to check.