Welcome to Moat

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.

Every year we review our rent and service charges so we can provide you a good quality and safe home. Rising costs for providing our services means we will need to increase our rent and service charges from April 2024.

You’ll soon receive a letter from us explaining more and to confirm what your new charges will be.

Every five to six years, the calendar aligns in a way that creates 53 Mondays instead of the usual 52. The upcoming 2024/2025 financial year is one of those years.

Since your rent is charged weekly on Mondays, this means you'll pay rent for 53 weeks instead of 52. The extra Monday also affects Universal Credit payments.

Our current grounds maintenance contract with idverde ends on 12 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. 

As the cold weather has sets in, take a look at our damp and mould awareness campaign to help you identify and address damp and mould issues in your home this winter. 

As part of the campaign, we’ve created a new information video and leaflet for guidance. You can watch the video here, read the information guide here or click on the read more button below.

Together we can keep your home dry, safe and mould-free.

Steve Nunn, the Executive Director of Growth at Moat, has been appointed as the acting Chief Executive with immediate effect.

Steve White, Moat’s Chair, said “The Board and I are delighted that Steve will be our acting Chief Executive. Steve is well-positioned to lead us during this transitional period. His appointment is fully endorsed by both the Board and the Executive Team, reflecting our commitment to continued success.”

Recruitment for a new Chief Executive is underway.

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!