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Moat

@moathomes

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We are a leading housing association in the South East of England building affordable homes for those in housing need.

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Have you tested your heating yet?

With the weather getting colder, now’s a good time to check your heating is working properly.

Simply turn all radiator valves fully on, turn your thermostat up and switch your heating on. If you notice any cold spots, strange noises, or radiators that aren’t getting hot, follow it up straight away.

If you rent with us and have any worries or concerns about your heating, contact Sureserve straight away on 020 8269 4501 or visit sureserve.co.uk/contact-us. Our gas teams get very busy during cold spells, so reporting problems now could help you avoid longer wait times.

#Moat #TestYourHeating #Sureserve #Gas by @moathomes

Our 2025/26 Annual Report to customers is here!

You told us you wanted a report that was shorter, simpler and easier to read, so we’ve focused on the things that matter most to you.

This year’s report takes an honest look at how we’ve performed over the past year and the progress we’ve made together. It shares how your feedback has helped shape our services, from changes to the way we handle repairs and look after your homes, to how we support your communities.

A big thank you to everyone who’s shared their voice this year, whether you’ve completed a survey, joined a workshop, or simply opened your door to us. And a special thanks to our Customer Advocates whose ongoing support and insight throughout the year have led to real and positive change.

Read our latest annual report by clicking the link in our bio.

#Moat #AnnualReport #Customer #Feedback #ThankYou by @moathomes

Interested in joining us at our next Existing Homes Forum?

Our Forum brings together customers and Moat colleagues to discuss a wide range of property-related services, share experiences and help to shape our future service improvements.

The next meeting will be on Wednesday 9 December from 11am to 1pm and will be an online via teams.

If you’d like to join the meeting, just email feedback@moat.co.uk to book your place.

Visit our website to find out more about the Forum: https://www.moat.co.uk/customer/community-and-involvement/resident-involvement/existing-homes-forum/

#Moat #ExistingHomesForum #CustomerEngagement by @moathomes

We’ve recently been made aware of reports of unexpected doorstep callers and customers receiving suspicious contact.

If something doesn’t feel right, take your time and check it out. You don’t have to make a decision on the spot, and we’re here if you need help. Just call us on 0300 323 0011 or email customer@moat.co.uk. We’d much rather you got in touch and felt confident and safe.

For more safety tips and advice visit our website: https://www.moat.co.uk/customer/community-and-involvement/news/a-few-simple-ways-to-stay-safe-at-home-and-online/?newsList=7938161d-3d92-4c01-82e9-56de9827011a

#Moat #CustomerSafety #StayProtected by @moathomes

Since launching our new repairs service in September, we've been busy making sure the service is working well and closely monitoring our contractors performance.

From November, we'll start sharing key updates with you, including repair wait times, emergency repairs and customer satisfaction, so you can see how we're doing.

Find out more about our new repairs service here: https://www.moat.co.uk/customer/your-home/i-rent-my-home/repairs-for-renting-customers/improving-your-repairs-experience/

#Moat #Repairs #Service #Monthly #Performance by @moathomes

Important customer reminder:

Our Customer Services Centre will be closed tomorrow (Thursday 29 October) from 8am - 1pm for staff training. We’re sorry for any inconvenience this may cause you.

You can still report a routine repair, make a payment, or check your account details during this time through myMoat. Visit https://my.moat.co.uk to log in or sign up.

If you’ve got an emergency repair, please call us on 0300 323 0011 - our out-of-hours team will be there to help you.

#Moat #Customer #Update by @moathomes

Share your thoughts on our new myMoat.

Earlier this month, we launched our new and improved customer portal, myMoat, to make it easier for you to manage your home and tenancy online.

The improvements we’ve made have come directly from your feedback - and there’s still more to come! We’d love to hear what you think about the new myMoat and what features you’ve found most helpful.

You can email us at feedback@moat.co.uk and add in the subject line ‘New myMoat feedback’.

Don’t have a myMoat account? It’s quick and easy to sign up, just click here to get started: https://my.moat.co.uk

#Moat #myMoat #Online #Portal #Feedback #Improvements by @moathomes

Our Moat Foundation team is here to provide you with practical support to improve your wellbeing, boost your confidence and get involved in your community.

Currently delivered from our Community Hubs in Essex, Kent, and London to the Pollards Hill Wellbeing Studio, we offer free activities, advice, and practical support for all ages - from food larders and youth clubs to drop ins for financial support.

Whether you need a helping hand, want to meet new people, or just fancy a friendly chat over a cuppa, we’re here for you. Click the link in our bio to find out more.

#Moat #MoatFoundation #Community #Hubs #Customer #Support by @moathomes

How you can Spot it, Report it, Sort it to stay damp and mould free this winter.

Everyone deserves a safe, healthy home they can be proud of. That’s why it’s important to know the signs of damp and mould, and work together to deal with it as soon as possible.

Spot it – Look out for common signs like damp smells or patches, condensation collecting on the window, or mould growth.

Report it – Call us straight away on 0300 323 0011.

Sort it – We’ll assess, investigate, and make safe any emergency hazards within 24 hours.

Head to our website to find out more: https://www.moat.co.uk/customer/your-home/keeping-your-home-safe/damp-mould-and-condensation/

#Moat #DampandMould #SpotIt #ReportIt #SpotIt #KeepingYouSafe by @moathomes

We understand that speaking up about hate incidents, including hate crimes, can be worrying.

Anyone can be a victim of hate crime, through acts like graffiti, vandalism to a property, name calling, assault, or online abuse on social media.

If you’ve experienced or witnessed incidents like these, we’re here to listen, provide support, and address any issues you're facing.

You can contact us by:
💻myMoat: https://my.moat.co.uk
📧Email: asb@moat.co.uk
🧑‍💻Webchat
📱Call: 0300 323 0011 (Monday to Friday, 8am - 5pm)

Outside of our office hours, you can call our ASB Respect Line on 0800 075 6699.

For more information, head to our website: https://www.moat.co.uk/customer/supporting-you/anti-social-behaviour/

#Moat #NoPlaceForHate #Community #CommunitySafety by @moathomes

Job of the week!

We’re looking for a Customer Service Advisor to join our friendly, supportive team. In this role, you’ll be the first point of contact for our customers, contractors, and suppliers, answering queries and delivering excellent customer service.

If you’re positive, a great communicator, and passionate about supporting others, we’d love to hear from you!

Find out more about being part of Moat in this video, and read the full job description here: https://isw.changeworknow.co.uk/moat_homes/vms/e/careers/positions/b4YarCeCrgsi9AQHcPBk70

#Moat #CustomerService #JoinUs #Support by @moathomes

Are you a Moat customer who wants to make a real difference to the services we provide?

We’re looking for a new member to join our Customer Scrutiny Panel, an independent group of Moat customers who look closely at how we’re performing and challenge us to do better.

In this role, you’ll learn new skills, meet new people, and play a key role in helping us to improve our services. Applications close on Sunday 25 October.

Interested? Head to our website page to find out more: https://www.moat.co.uk/customer/community-and-involvement/resident-involvement/customer-scrutiny-panel/join-our-customer-scrutiny-panel/

#Moat #Customer #Scrutiny #Panel #Apply by @moathomes