Welcome to Moat

Since 1 April 2024, we've adopted a new Complaint Handling Code. This Code comes from the Housing Ombudsman Service - an independent organisation that helps resolve disputes between tenants and housing providers – and is designed to ensure we address your concerns fairly and quickly.

We're delighted to announce that Gavin Cansfield will join Moat as our new Chief Executive in the autumn. Gavin's appointment follows a rigorous and competitive recruitment process, carried out by our Board and a customer-led panel.   

The summer edition of your Customer Catch-up newsletter includes articles on how you're helping to shape our future repairs service, more information on our home improvements surveys, how you can play a key role in shaping the future of Moat, and some BBQ safety tips for when the sun does appear!

Our current grounds maintenance contract with idverde ended in May 2024. You told us what changes you want to see in the new contract and, based on your feedback, we’re changing from one single provider to four local providers – one in each of the regions where we have homes. This will reduce the size of the contracts to allow a more flexible service that’s tailored to your community and easier to manage, keeping service standards high. 

We are carrying out home improvement surveys on our rented homes and communal areas. These surveys are a visual inspection by specialist surveyors of the inside and outside of your home to help us understand its current condition and allow us to plan for future maintenance and improvement works. You will receive a letter from us when surveys are due to take part in your area. 

Please help us to keep your home safe and a comfortable place to live for you and your family by being available for appointments and letting us carry out these surveys. If you're unsure of the legitimacy of a letter or visit regarding this, please contact us.

We will be carrying out energy efficiency upgrades to 103 customers’ homes in London and 386 in Essex. In light of rising energy costs, this project will have a hugely positive impact on our customers, helping them to keep energy usage and costs down, making their homes warmer and draughtproof, and reducing carbon emissions.

To help us learn what you, our customers, think of your home and the services we provide you we’ve launched a Moat Customer Satisfaction Survey. 

The surveys will be carried out monthly by a company called TLF Research, either by telephone or via email. If you are contacted to participate in the survey it will take around 5-10 minutes to complete. To find out how your valuable feedback will make a difference click the link below!