An important update on our repairs service

Improving your repairs experience

We understand how important it is to you to have a reliable and efficient repairs service. Back in October 2023, we implemented a plan with our repairs contractor, Morgan Sindall Property Services (MSPS), to enhance your repairs experience.

We’ve closely monitored the plan with our customer-led Repairs Forum and MSPS. And although we’ve seen some positive changes, the service is still not meeting your expectations or ours. You’ve told us you want a repairs service that is faster and more reliable. We’ve listened and we’re taking action.

Significant changes are needed

After careful consideration and collaboration with MSPS we’ve jointly agreed to make significant changes to our existing contract. We’re varying our current ten-year repairs contract with MSPS and switching to a short-term contract which will last until June 2025. During this time, we’ll be actively seeking a new repairs and maintenance partner to deliver this service to you from July 2025.

This decision was made to address the ongoing service issues and provide you with a reliable and efficient repairs service.

What this means for you now

The way you report repairs will remain the same, and we hope you'll soon experience an improvement in the service. Although MSPS is our primary repairs and maintenance contractor, we also work with many other specialist contractors for specific repairs and maintenance tasks in your home and communal areas.

Reporting a repair

Our priority is to keep your home safe, secure, and well-maintained. If you have an emergency repair, please call us on 0300 323 0011.

For non-emergencies, we recommend reporting your repair online using MyMoat, as it's the quickest option and allows you to upload photos of what needs repairing. If you don’t have a MyMoat account, setting one up is simple and only takes a few minutes. All you need is your: surname, date of birth and email address. Click here to get started.

If you've already reported a repair, thank you for your patience. We have your request on file and will contact you as soon as possible to schedule an appointment. Rest assured; we're doing everything we can to respond more quickly.

Your voice matters!

In the coming months, we'll be seeking your feedback through surveys, forums, and other channels to understand your needs better. Your input will play a crucial role in helping us select a repairs and maintenance partner that works for everyone.

We value your support and appreciate your understanding as we work to improve your repairs experience.