Midland Heart

In its 2025-26 report, the Housing Ombudsman recorded a maladministration rate of 45.1% for Midland Heart — 55 of 122 findings counted, across the 51 cases it decided that year.^[4] That compares with a national rate of 62%, and 52% for landlords of a similar size and type.^[4]

“The number of 'Mal' findings recorded for Midland Heart Limited is 55, which gives the Maladministration rate of 45.1% (55 / 122).”^[4]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 — Midland Heart Limited (15 September 2026)

What the rate measures. The Ombudsman is the independent service that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "service failure", "maladministration" or, for the most serious failings, "severe maladministration". Its maladministration rate counts all three together, leaving out findings outside its jurisdiction.^[4] The findings concern Midland Heart Limited.^[1]

“The number of 'Mal' findings recorded for Midland Heart Limited is 55, which gives the Maladministration rate of 45.1% (55 / 122).”^[4]

Housing Ombudsman Service, Landlord Performance Report 2025/2026 — Midland Heart Limited (15 September 2026)

Where the findings fell. None was severe maladministration. The largest category was managing relations, with 46 findings, followed by responsive repairs, with 40. The largest sub-category was complaint handling, with 42 findings, followed by condensation, damp and mould — the disrepair page sets out those findings.^[4]

Relative to its size. The Ombudsman received 8.2 cases per 1,000 Midland Heart homes, where the median for landlords of a similar size and type was 5.4. It made 1.7 maladministration findings per 1,000 homes, where the median for landlords of a similar size and type was 1.2.^[4]

Orders and compensation. The Ombudsman made 125 orders and 61 recommendations, and no complaint handling failure orders. Midland Heart complied with all 125 orders in the report's compliance table within three months.^[4] The report's headline compensation figure for the year is £47,633.^[4]

Earlier years. The Ombudsman decided 36 Midland Heart cases in 2023-24 and 34 in 2024-25, when the rate was 50% and then 49%. It has since adjusted the 2023-24 figures, so they may not match what it published at the time.^[4]

What Midland Heart says. Its own complaints report for 2025-26 says complaints escalated to the Ombudsman rose from 67 to 100. It says it launched its first lessons-learned framework, developed with tenants, in November 2025.^[10]

What tenants say. In Midland Heart's 2025-26 survey of its low-cost rental tenants, 83.7% were satisfied with repairs. Of those who had complained, 45.8% were satisfied with how it handles complaints — up 8.1 points on the year before.^[5]

Midland Heart holds C1, the strongest of the regulator's four consumer grades, from a planned inspection completed in March 2025.^[1]

How the grades work. The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards for safe, decent homes. It grades landlords in three ways, and on each scale 1 is the strongest:^[1]

• consumer (C1 to C4) — the homes and services tenants receive;
• governance (G1 to G4) — how well the landlord is run;
• viability (V1 to V4) — its finances.

What the inspection found. The regulator concluded: "Our judgement is that overall the landlord is delivering the outcomes of the consumer standards."^[1] It found that Midland Heart keeps an accurate record of the condition of each home through physical surveys of all its homes. It said Midland Heart provides an efficient, effective and timely repairs service, and that it learns from complaints and uses them to make improvements.^[1]

Governance and viability. The regulator grades Midland Heart G1 for governance — "Our judgement is that the landlord meets our governance requirements"^[1] — and V1 for viability: "Our judgement is that the landlord meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios."^[1] A stability check in December 2025 confirmed both grades. That check did not reassess the consumer standards, so the C1 grade still rests on the March 2025 inspection.^[1]

“Our judgement is that the landlord meets our governance requirements.”^[1]

Regulator of Social Housing (GOV.UK), Midland Heart Limited (L4466) - Regulatory Judgement: 17 December 2025 (17 December 2025)

“Our judgement is that the landlord meets our viability requirements and has the financial capacity to deal with a wide range of adverse scenarios.”^[1]

Regulator of Social Housing (GOV.UK), Midland Heart Limited (L4466) - Regulatory Judgement: 17 December 2025 (17 December 2025)

No regulatory notice. There is no regulatory notice — a formal published finding of a breach — currently in force against Midland Heart; the regulator's page for it lists only its judgement.^[3]

What a grade does and does not show. A consumer grade describes how the landlord performs as a whole. It is not a verdict on any one home, and the Housing Ombudsman's findings about Midland Heart show where individual complaints went wrong.^[4]

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Midland Heart must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[11]

Safety checks. Midland Heart must also meet health and safety duties for its homes, such as gas safety checks and fire risk assessments. For 2025-26 it reports that every home needing a gas safety check or fire risk assessment had one.^[5]

Complaint handling. Midland Heart must handle complaints under the Housing Ombudsman's Complaint Handling Code, through a two-stage process with set response times — the disrepair page explains how to use it.^[14]

Midland Heart's own repair timescales. Midland Heart sorts repairs into emergency, routine and major repairs, with separate targets for gas repairs, and publishes a target time for each, which the disrepair page lists.^[17]

Where to report and complain. Report a repair to Midland Heart through its My Home online portal or by phone to its Hub, and complain through the complaints form on midlandheart.org.uk.^[15]