Tenancy and Services Reports

Our reports show our progress, performance and key successes over the last 12 months, as well as areas for further improvement.

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    Customer Annual Report 2022-2023

    Effective engagement with our tenants is key to delivering high quality services and throughout this report we’ve shared examples of how their feedback has helped influence the way we deliver to them.

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    Complaints Annual Report 2023-2024

    This is the first time we’ve published our Complaints performance in so much detail and this gives us an excellent chance to reflect on how we have learned from our mistakes, and from those made by other landlords, to adapt and improve the way we deliver services for our tenants in future.

Document Archive

  • pdf 5382Kb

    Customer Annual Report 2020-2021

    Despite the challenges of the pandemic, we’ve been busy making sure that our homes remain comfortable and safe, and that our services were still there for those who needed them.

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    Customer Annual Report 2019-2020

    This report covers the first year of our new corporate plan Making What Matters Brilliant which set our focus on delivering real improvements for our customers.

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    Customer Annual Report 2018-2019

    The last year has been a busy one for all those involved with our work and we're pleased that we’ve seen positive performance across our range of services.

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    Customer Annual Report 2017-2018

    We've continued to see high levels of customer satisfaction across our key areas, including our repairs service and our performance remains in the top three when compared to other similar housing associations.

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    Customer Annual Report 2016-2017

    The last 12 months has seen us completely transform our services. We've had to respond to the changes and challenges around us, such as cuts to local government spending and welfare reform, whilst making sure that we provide best value and top quality services.

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    Customer Annual Report 2015-2016

    Over the past year everyone at Midland Heart has been working extremely hard to adjust the business to respond to the huge amounts of change taking place.

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    Customer Annual Report 2014-2015

    We're as committed as ever to providing high quality housing and care and support to our customers. This year we celebrate our 90th birthday, and we've continued to work hard to ensure our services improve year on year.

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    Customer Annual Report 2021-22

    Over the past year we’ve maintained our focus on providing high-quality homes and a great service to our customers.