Getting involved
We believe that residents should be at the heart of everything we do and should be involved in all of our activities.
We will share ownership and responsibility for the decisions made and promote a culture of flexible, negotiated and inclusive involvement to underpin our day to day operations.
Moat has formal and informal structures in place to capture resident input and we will work in partnership with residents. We can offer a choice of ways of getting involved to suit each individuals’ circumstances and the extent they want to get involved.
Mystery shopping
At Moat, we strive to achieve excellent customer service and mystery shopping helps us to reach our goal. Mystery shopping offers residents the opportunity to test our services and give us feedback about their experiences. There are a number of ways residents can shop our services including, making a telephone call, visiting our offices, emailing us, writing a letter or using the website.
Residents provide feedback about their experience and help us to improve by focusing on whether we responded within our agreed timescales, whether staff were polite and helpful, if the inquiry was answered fully and whether they were satisfied with our response.
Mystery shopping feedback identifies areas where we are doing well and highlights areas where we need improvement.
Becoming a mystery shopper helps to make a difference to Moat’s services and can also benefit personal development through, building confidence, developing organisational skills and improving communication skills.
In addition, mystery shoppers will receive full training, will be invited to quarterly feedback sessions and thanked for each shop with high street shopping vouchers.
If you are interested in becoming a mystery shopper please click here for an application form.
Click here to view the findings of the July Mystery Shop.
Residents Groups
There are currently four regional groups; SARA, LARA, PHERA and MERA, which are active within the communities they represent. More information can be found by looking at their websites. Each region has a Technical Forum and members also have the opportunity to attend the Moat Technical Forum (MTF) and Moat Residents Forum (MRF) which are the groups that make more strategic decisions.
Residents are also represented on the Board and Committees.
‘ideas catcher’
Residents can also get involved by joining our ‘ideas catcher’. Members of the ‘ideas catcher’ provide essential feedback based on their experiences of the services Moat provide.
Moat would like as many residents as possible to get the chance to help us improve the service we deliver. We also want to provide opportunities for residents to get involved and have a say in the way things are done.
''Improvements in the way we work are already delivering better services across Moat. The knowledge and experience of our residents is vital in making further changes that will make our service the best within the sector. herefore, we are very keen to hear and to learn from you through your experiences and ideas.
Moat will recognise those residents who get involved through an annual reward programme. Additionally Moat will pay your expenses, travelling and childcare, if you come to meetings or take part in focus groups.
We appreciate not everyone has the time to come to meetings and make their views known. No matter how much time you can put in, we'd like to hear from you so we're offering the widest possible range of ways to get involved. If you are able, please take some time to be involved in the "ideas catcher", we would value your input and it will play a big part in creating a better service for all residents.
I do hope you will take this opportunity to help shape the future for Moat.''
Brian Johnson, chief executive
Membership is open to all of our residents and participation can be as much or as little as you like. Ways to get involved include, telephone surveys, reading groups, focus groups or consulting on a policy or procedure.
If you would like to have your say about matters such as anti-social behaviour, repairs and maintenance or customer service, to name but a few, then the ‘ideas catcher’ could be the group for you.
The Code of Conduct and Terms of Reference are available for you to read below.
If you are interested in joining the ‘ideas catcher’ please click here for an application form, complete the form and return it to us at the FREEPOST address. Alternatively you can contact David O’Donovan on 0845 359 6864 or at david.odonovan@moat.co.uk
Customer satisfaction questionnaires
We also ask for your feedback every time you use our services through customer satisfaction questionnaires. For example, every time a repair is completed or a complaint is resolved we will ask you if you were happy with the service. Please take the time to complete these questionnaires as they help us to continually improve our services.
Residents have negotiated with Moat a mutually agreed Code of Conduct that governs how Moat meetings are run and what residents can reasonably expect from Moat staff. It also states what can be expected of residents. The Meetings Code of Conduct can be viewed below.
Opportunities to get more involved are publicised in Home News, Moat's quarterly newsletter for residents. Home News also reports on what the regional groups have been doing and any local initiatives and community projects.
For more information about any aspect of resident involvement contact your local neighbourhood team or regional group.
Useful information: