FAQs

What are Moat’s service standards?

What type of tenancy do I have?

There are different types of tenancy and each has different rights:  

If your tenancy started before 15 January 1989, it is likely to be a secure tenancy 

If your tenancy started after 15 January 1989, it is likely to be an assured tenancy 

If your tenancy is for a short or fixed period of time, it is likely to be an assured shorthold tenancy 

Most new residents are given a starter tenancy. This usually becomes an assured tenancy on completion of one year’s occupation without any tenancy breaches (for example, rent arrears or anti-social behaviour). To confirm which tenancy you hold either check your copy of the tenancy agreement or contact us.  

I have a joint tenancy. What does that mean to me?

How can I buy my home?

What happens when there is a death in my household?

What do I do when a resident dies in my household?

 If you are handling the ending of a tenancy because of the death of a relative or friend, we appreciate it is a time of great sadness and the tenancy will not feel like your biggest concern. However, if you are responsible for their final arrangements you will need to supply us with the following details: 

The resident’s name  

The address of their property 

The date the resident died 

A copy of the death certificate 

Your name, address and telephone number. 

If you are the executor or personal representative of the resident, you will need to complete an end of tenancy notice and give four weeks notice ending on a Sunday. We will consider shortening this notice if next of kin are able to return the property to us sooner. However, you will need to seek agreement from the Neighbourhood Officer and our Voids and Lettings team.   

If the resident was claiming to help pay for the rent, this will stop at the end of the week the death occurred. But the full rent for the property will be charged until the tenancy is ended.  

How can I transfer my tenancy?

Can I take in a lodger?

Can I sub-let my home?

You may sub-let part of your home provided that: 

You have Moat’s express written permission  

You do not sub-let your entire home.  

Can Moat ever evict me?

 You must tell us immediately if you have difficulties maintaining your responsibilities as a tenant. Your tenancy agreement sets out your obligations and if you do not keep to them, we will have to take action. We will visit you or write to you. We will try to help you, but this may not always be possible, especially if you wait too long before alerting us to any difficulties.  

We only evict as a last resort, but it is imperative that you talk to us as early as possible if you have any problems paying your rent, or with any other aspect of your tenancy. 

If a resident in danger of eviction is potentially vulnerable, they will be referred to agencies which can provide appropriate support. People may be considered vulnerable if they are older or frail, have communication difficulties, disabilities, learning difficulties or mental health problems. 

Do I have to maintain my garden?

 Residents are responsible for the maintenance and upkeep of their private gardens.  

In the case of communal gardens, maintenance and upkeep will generally be the responsibility of your local authority or Moat. We will tell you who is responsible for the communal gardens in your neighbourhood. 

Can I carry out repairs to my vehicle?

Can I keep a pet in my home?

I have a problem with vermin in my home. What should I do?

If you have a problem with rats, mice or other pests, please report it to the Environmental Health Department at your local authority. They will deal with the problem.  

Sheltered or supported residents should report any problems directly to the Support or Scheme Co-ordinator. 

My neighbour is causing a nuisance. What should I do?

 If a neighbour is causing a nuisance, try to resolve the problem between yourselves. This is usually the quickest and best way to sort things out.  If the problem continues, you should contact us. We will ask you to keep a record of what is happening for a period of time and we will then speak to both parties in an attempt to reach agreement. Solutions to disputes usually involve some compromise from both parties.  

If the disturbance involves a breach of the tenancy or a nuisance in the locality which can be proven in court, we can take action for possession of the property.  

I am a victim of racial or other harassment. What should I do?

How can I move home?

 If you feel your home is no longer suitable for your needs, there are various ways Moat can help you.  

The majority of residents will now be considered for a move through Choice Based Lettings schemes (CBL) that include both local authority and Moat properties. Moat is a partner in many CBL schemes which aim to optimise choice and create balanced communities. We work in partnership with local authorities to ensure Moat residents are given the best possible opportunity for a move to another home that suits their needs. 

A few areas are not yet covered by CBL schemes. Where this is the case, a Moat application form will still need to be completed. Your application will be assessed and points awarded according to need. It will be reviewed on a yearly basis. 

Before you can be considered for a move, you must comply with your tenancy agreement. That means you will be required to:  

Clear any rent arrears completely  

Carry out any repairs which are your responsibility  

Complete a minimum of 12 months satisfactory tenancy 

Can I swap homes with another resident?

 This is a ‘mutual exchange’. You can apply to exchange your home by swapping tenancies with another Moat resident, or another housing association or local authority resident.  

Before you exchange, you must first receive our written permission and complete some documentation. Permission to exchange may be refused in certain circumstances, including rent arrears, overcrowding, under-occupation or any other breach of the tenancy agreement.  

Each resident signs an agreement saying they will put their existing property into good order and accept the new property as it is unless there is an item which needs to be attended to for reasons of health and safety. These items should be identified at the time of inspection and before the mutual exchange occurs. Only gas and electricity checks will generally be carried out. The new resident will be informed of any specific items (for instance, a conservatory, shed, shower) for which they will become responsible. 

What I want to move elsewhere in the country?

What do I have to do to give up my tenancy?

If you decide to give up your tenancy, you must give us at least four weeks notice of your intention to leave, expiring on a Sunday. You will need to complete and return an end of tenancy notice and we ask that you give us your forwarding address.   

When you leave you must: 

Clear your home including any loft spaces, sheds and garages 

Remove and dispose of floor coverings, unless they are in good condition and we give you permission to leave them 

Put right any damage, for example filling in holes in walls where shelves have been 

Safely remove any non-standard light fitments  

Leave decorations, paint and wallpaper in good order 

Clean all surfaces, including the bath, toilet, sinks and kitchen units. 

We will inspect your home before you leave and point out what you need to do. If you do not meet your responsibilities, we will put things right and charge you for the cost of the work, including any materials we use. 

 Other things you should do before moving out: 

Read any gas, electric and water meters and send the readings to your suppliers, so they can close their accounts with you 

Contact your local council to cancel or re-direct your Council Tax bill 

Inform your telephone and television service providers 

Contact the post office to re-direct your post  

Make sure the property is secure – windows shut, doors locked, etc.  

Make sure all taps are turned off and not dripping  

Turn off the mains supplies. If you remove any gas appliances you own, you must ensure the pipe work is left in a safe condition and capped off by a Gas Safe registered fitter.  

Pay your rent up to the last day of your tenancy.  

Your tenancy will end on a Sunday. Please return all keys on or before 12 noon the following working day. If you do not return your keys you will be charged for the cost of changing the locks and the extra rent due until the keys are returned.  

Anything else? 

Your tenancy conditions say that when you move out you must leave the property and garden clean and tidy. You must remove your belongings unless we have given you written permission to leave any of them there. Otherwise, we will assume any belongings you left have been abandoned. We may dispose of them without contacting you. We will also charge you for doing this.  

We will charge you for removing anything from an empty property, as well as for any repairs identifieddue to vandalism or misuse. 

What is HomeBuy?

 HomeBuy is a Government led scheme which enables people to purchase or rent their own home on an affordable basis For new enquiries, call our HomeBuy Services Team on 0845 359 6161. 

HomeBuy is a Government initiative to help people who would not normally be able to afford to buy a property suitable for their household in the open market. HomeBuy also helps people who wish to rent a property but cannot afford market rents. 

Moat is the Government-appointed Local HomeBuy Agent for Essex, Kent and Sussex. Our agency does not include the London boroughs we work in. You will only need to complete one application form to access all of the HomeBuy properties available in your area, whichever housing association has the particular scheme or property you are interested in. We carry out headline eligibility assessments, so you can apply to any housing association using just one Moat reference number. 

Am I eligible? 

As a housing association resident, you have top priority for buying a property through HomeBuy. 

If your household income is less than £60,000 you are eligible to apply. Other criteria are applicable and vary by scheme. Please visit our website: www.homebuy.co.uk or call us on 0845 359 6161 to find out more. 

How do I qualify for ‘Right to Buy’ and 'Right to Acquire'

'Right to Buy'

Have held a tenancy with Maldon District Council, but transferred to Moat in 1995 or  

Have held a tenancy with Merton Borough Council, but transferred to Moat in 1998 or  

Have held a tenancy with Moat or a subsidiary prior to 15 January 1989.  

You will only be able to purchase under the scheme if your house or flat is your only home.  

You may have the ‘Right to Acquire’ if you were a social housing tenant for two years prior to 18 January 2005, or after five years if your tenancy began after that date. However, you can only purchase your home if it was built or purchased by us after 1 April 1997 and funded by social housing grant.  

In certain circumstances, you may not be able to buy your home. You cannot buy your home if a court makes a suspended or full possession order which says you must leave your home, if you are an undischarged bankrupt, have a bankruptcy petition pending against you or have made a formal arrangement with creditors (people you owe money to) under the Insolvency Acts and you still owe them money.  

You may be able to exercise the Right to Buy or Right to Acquire jointly with members of your family who have lived with you for the past 12 months or with someone who is a joint tenant with you.  

Any land let together with your home (for example, gardens and occasionally garages) will usually be treated as part of your home.  

Some properties are excluded – for example, homes adapted for people with a physical disability, sheltered accommodation and some housing in rural areas.  

Housing association tenants are also given priority for Moat's HomeBuy programme of low cost home ownership. For more information please phone the HomeBuy Services Team on 0845 359 6161. 

How do I report an emergency repair?

How do I contact the repairs service?

Moat’s Customer Service Team is available for repair requests, help and advice from Monday to Friday, 8am to 6pm. Call 0845 600 1006, email: customer@moat.co.uk 

If you prefer to talk to someone in person, you can visit your area housing office or Moat’s central office at Mariner House, Galleon Boulevard, Crossways, Dartford, Kent, DA2 6QE.It is advisable to make an appointment first. 

Remember that you have to pay for any damage caused to your home by your negligence or through wilful damage by you or any visitors. You can purchase your own home contents insurance, which may cover broken glass, accidental damage and sink blockages, or you can take out home contents insurance arranged by Moat. Contact us on 0845 600 1006 for further information.  

Nearly all repairs for sheltered or supported residents will be carried out by Moat. 

What will I need to tell you?  

To help us provide you with an efficient service, please have as much information as possible ready before you phone. 

We will ask you to describe the problem precisely. For example, if the toilet is leaking, please tell us if the leak is from the pipe at the back of the toilet or from the cistern  

Please tell us when it will be convenient for the contractor to visit to inspect or carry out the repair, being as flexible as possible  

Please tell us how we can contact you during the day.  

We will tell you which contractor will carry out the work and when the repair is due to be completed.  

Sheltered or supported residents can report repairs directly to their Support or Scheme Co-ordinator. 

What repairs must Moat do?

Moat has a responsibility to maintain and repair the outside of our rented homes home. We also have to maintain other services, including:  

What is the Right to Repair?

 The Right to Repair (RTR) is a Government regulation covering some urgent repairs that could affect your health, safety or security if they are not done quickly. It applies only to repairs that cost under £350. The regulation says how quickly we must carry them out.  

If these repairs are not done within the specified time limit, you have the right to ask us to get a second contractor to do them. If they are not done within the extra time allowed for the second contractor, you may be entitled to compensation. This is £10, plus £2 a day for every day that the repair is not finished, up to a maximum of £50.  

We can increase the time we take to do repairs in some situations, including if a gas, water or electricity supply is interrupted by a utility company or if the repair is more complex and needs an inspection visit.  

Right to Repair does not apply if you or a member of your household or a visitor caused the damage while doing something in your home that broke your tenancy conditions.  

What repairs am I responsible for?

Under the terms of the Housing Act 1988, unless you have recognised special needs, you are responsible for, and have to pay the cost of, repairing the following items. These are your responsibility unless the damage is due to the age of the fitting or appliance, ie. fair wear and tear. 

How quickly will you carry out the repair?

 We prioritise repairs based on how urgent they are. We would like to do all repairs straight away, but it saves money if we have longer to do less urgent ones. This includes repairs that fall under Right to Repair regulations. 

Priorities for repairs  

The following tables show the types of repair Moat must do and the priority we give them. Repairs that qualify under the Right to Repair are marked ‘RTR’.  

Please note that not all emergency repairs qualify as RTR, only those identified under the regulation. Even if a repair is considered to be an emergency, if it is your responsibility to do it, then you will still have to pay for it.  

If you suspect that damage is a result of racial harassment or domestic violence, please always call the police immediately.   

Emergency  

Urgent  

Routine   

Programmed  

If a repair is needed because of damage caused by you, your family or your visitors, it is your responsibility to put it right. You may either do the repair yourself or pay for someone else to do it.  

Must you have access to my home?

We have the right to enter our properties by agreement at all reasonable hours. This applies to Moat staff or other authorised people, such as our contractors. You must let us in if we ask you to.  

If necessary we can arrange to force entry to carry out an emergency repair or safety check and recover the cost of doing this from you. You must report repairs that need doing immediately and allow us access to your home quickly when we ask.  

We need access:  

 for gas safety inspections  

to check the condition of a home or those next to it  

 o repair, alter or improve the home or those next to it. This includes electrical wiring, gas and water pipes or drainage and heating systems.  

If we have to force entry to a home, we will leave it secure. If we force entry because of your negligence, for example if you overfill your bath and flood the property below, we will charge the cost to you.  

Will you recharge me for repairs to my home?

Rechargeable repairs are those which residents have to pay Moat for. You may also do the repair yourself or pay someone else to do it.  

We are committed both to providing a cost effective repairs and maintenance service and to meeting our obligations as a landlord. We will charge you for any work we do for which you are responsible, or which is caused by you misusing your home or not looking after it. Our charges are based on what it costs for our contractors to do the work and are subject to VAT.  

Unless there are exceptional circumstances, you must pay for rechargeable repairs before we carry out the work.  

We charge for repairs if:  

Work is needed due to accidental damage or wilful neglect by you, members of your household or visitors to your home  

We do work for which we have no responsibility under the law or your tenancy conditions  

We have to force entry to your home due to your negligence, for example if you lose your keys  

We have to repair a property after you move out because you damaged it or have made alterations that we did not approve.  

We will tell you as soon as possible if a repair is rechargeable. This could be:  

When you report the repair  

During an inspection for other work in your home  

After a report from our contractor or someone else we have authorised to visit your home  

During a routine inspection after you have given notice, or been given notice, to end your tenancy.  

You will get the opportunity to do the work yourself or arrange for it to be carried out at your own expense. However, we may wish to inspect the work once it is done to check the standard.  

Examples of what we might consider to be accidental or deliberate damage or wilful neglect include:  

Holes or other damage to internal doors  

Damage to kitchen units and worktops other than fair wear and tear  

Blocked drains, toilets, baths, basins and sinks where the blockage is caused by misuse  

Damage to toilet seats and hinges. 

We will only do a repair that we have no duty to do in exceptional circumstances.  Examples might be: 

If you are over 65 and there is no one living with you who could help with the repair  

If you have registered care needs 

Where not doing the repair would endanger you or other residents, or damage your home or other properties.   

If you have made alterations or improvements without our agreement and they are found to be unsafe, we will arrange for them to be made safe immediately. We will charge you for this work. We will tell you and confirm it in writing.  

Where you have given notice to end your tenancy, we will do a routine inspection. We will tell you about any repairs that are your responsibility and give you the opportunity to do the work yourself or arrange for it to be done at your own expense. We will reinspect your home before the end of the tenancy to ensure the work has been done and to a satisfactory standard. If you are doing a mutual exchange, we may suspend it to ensure the work is done before your tenancy ends.  

If you have returned your keys and we need to do work to bring the property to a safe and acceptable standard before the new resident moves in, we will charge you for this as a former resident. 

My home is new and there is a problem. What should I do?

If your home is newly built, the responsibility for carrying out repairs within the first year lies with the developer (this is known as the ‘defects period’). This does not include repairs caused by you.  

You should notify defects to our Customer Service Team during office hours and we will inform the developer. These repairs may take a little longer than our normal repairs, though urgent repairs will always be dealt with quickly.  

At the end of the defects period, the property will be inspected and all outstanding works falling within the defects definition will be repaired. You can help this inspection by keeping a list of all minor problems as they occur.  

Repairs are designated as an ‘emergency’ when there is either a risk to someone’s life or a risk of serious injury if not repaired immediately. If an emergency defect occurs outside of office hours, call us on 0845 600 1006 and follow the instructions.  

There is damp in my home. What should I do?

 Most of the damp and mould problems reported to us are, in fact, related to condensation. This occurs mostly during cold weather spells, regardless of whether it is raining or not. Condensation appears as black mould on cold surfaces and in places where there is little movement of air. It often forms on north facing walls. Moat will check that there is no water leaking into the property, but if nothing is found you must manage the condensation. There is a lot you can do to avoid condensation. For example:  

Produce less moisture  

Cover cooking pans and avoid kettles boiling for longer than necessary  

Dry your laundry outdoors, or hang it in the bathroom with the door closed and a window open, or use an extractor fan  

Vent any tumble dryer to the outside of your home.  

Ventilate to remove moisture  

You can ventilate your home without creating draughts:  

Keep small windows or a ventilator open when someone is in the room  

Ventilate kitchens and bathrooms when in use by opening windows  

Close kitchen/bathroom doors when rooms are in use (even if you have an extractor fan)  

Ventilate cupboards and wardrobes – overfilling them prevents air from circulating. Keep a gap between the wall and furniture so that air can circulate.  

Insulation, draught-proofing and heat   

Not only will insulation and draught-proofing keep your home warm, it will also cut fuel bills. When the whole property is warmer, condensation is less likely.  

Damage to your household and contents caused by condensation will not be covered under our compensation policy if it is proved to have been caused by your failure to adequately ventilate or warm your property. 

I think there may be asbestos in my home. What should I do?

 We have an ongoing programme of surveys to identify materials that contain asbestos.Provided it is in good condition and remains undisturbed, it can be left in place until the property is refurbished.   

You can help to reduce risk and protect yourself and our workers by following these guidelines:  

Don’t carry out DIY, such as drilling, sanding, cutting or scraping of any panel, board, wall or surface unless you are absolutely certain what it is made from  

Call the Customer Service Team if you suspect you have found asbestos 

Report any damage or vandalism to your home immediately. Exposure over a period of time can pose a danger to you and your neighbours   

Please be patient as we work to identify asbestos risks and make them safe, particularly when we are carrying out repairs to your home. 

Does Moat have to inspect the gas installation in my home?

 It is a legal requirement that we carry out an annual gas safety inspection in your home. We employ a Gas Safe registered contractor to check and service gas appliances. Unsafe gas appliances can create a risk of carbon monoxide poisoning and it is critical we service your gas heating appliances once every year to ensure this risk does not occur. 

The contractor will contact you to arrange a convenient appointment. Please co-operate with access arrangements to enable the check to take place. If the contractor is unable to gain access to your home, we will be informed and we will write to you. This may lead to legal action against you. You must comply with this annual safety check. If you do not allow us access we may have to force entry to your property to service the gas appliances in accordance with Section 54 of the Housing Act 1985. 

Please remember that unsafe gas appliances can kill. 

Can I make improvements to my home?

 All residents with secure or assured tenancies have a right to do minor alterations and improvements to their homes, such as fitting a new bath. You must always get our written permission before doing these. The permission letter should set out clearly what has been agreed and with whom and you must keep it for your records.  

Some types of alteration or improvement also require planning permission or building control approval or both and there are costs involved in getting these.  

We have the legal power to make you put the property back to how it was to start with if you do work without permission.  

Can I receive compensation for my improvements?

 When you move out of your home you can claim compensation for improvements you have made. Please refer to our compensation policy for full details.  We may pay compensation for all or part of the cost of improvements if:  

You give one month’s notice before leaving  

You got written permission before the improvement was made  

The improvement is still noticeable and working properly  

The work improved the property and is acceptable to us.  

Qualifying improvements include new:  

Bath or shower  

Wash-hand basin  

Toilet (pan and cistern)  

Kitchen sink  

Storage cupboards in bathroom or kitchen  

Work surfaces for food preparation  

Space or water heating  

Thermostatic radiator valves  

Insulation of pipes, water tank or cylinder  

Loft insulation  

Cavity wall insulation  

Draught-proofing of external doors or windows  

Rewiring, or fitting of power and lighting or other electrical fittings, including smoke detectors  

Security measures (excluding burglar alarms or external security grilles).  

We are happy to offer you appropriate compensation for all or part of the cost of improvements, so they can benefit future residents, as long as you meet the conditions above.  

Where you have made alterations or improvements without permission and we find they are unsatisfactory, we will tell you what you should do and confirm this in writing. You will be allowed to do work to put them right at your own expense within a given timescale.  

Where alterations and improvements were made without permission but are satisfactory, you will still be required to apply for retrospective permission for the alteration or improvement and will not be eligible for compensation.  

Can I install an aerial or satellite dish to my home?

What will happen if I can't pay my rent?

 You should contact our Customer Service Team immediately. The sooner we know about your difficulties the more likely it is that we will be able to help.  

We want to give you a good and affordable housing service and to do so we need to operate efficiently. Collecting rent due is an important part of this. At the same time, we realise that some people will experience financial problems. We can usually work out a solution, but the deeper you get into arrears, the more difficult it becomes.  

We take a firm line with residents who do not pay their rent and we may take court action against those who do not pay off their arrears. This can result in eviction. If your rent account is in arrears, we cannot consider you for a transfer until the arrears have been paid. Call us as early as possible if you are struggling to pay; we are here to help you.  

To try to avoid rent payment problems, we offer free, confidential and non-judgemental support and advice to help you claim benefits and maximise your income. Financial inclusion packs are available for residents covering basic bank accounts, credit unions, contents insurance, debt advice and information on getting a good deal on energy costs and affordable furniture.  

Can I get help with my welfare benefits?

How can I save money on my energy costs?

 Central heating  

Turning your thermostat down by 1°C can save up to 10% on fuel bills.  

Water  

Turn down the hot water cylinder thermostat to 60°C/140°F. Take a shower instead of a bath – it uses less than half the water. Fit a ‘hippo’ device in your toilet cistern to save up to three litres of water every time you flush. Some water companies will provide free hippos or other water saving systems for you.  

Lights  

Turn lights off when a room is empty. Use natural light as much as possible. If you use a light for an average of four hours or more a day, fit an energy saving light bulb. It will use around a quarter of the electricity and will last ten times longer than an ordinary bulb.  

Electrical appliances  

Avoid leaving electrical appliances such as televisions, videos, stereos, cordless phones and electric toothbrushes on standby or charge. First check to make sure this does not affect the performance of the appliance.  

Fridges and freezers  

Shut your fridge and freezer doors to stop cold air escaping. Avoid putting hot food into your fridge. Defrosting your fridge and freezer regularly will keep them running efficiently and reduce running costs. Check that the door seals are working properly. 

Washing machines and tumble dryers  

Always try to do a full load or use the half load or an economy programme. Try to use the low temperature setting unless you have very dirty clothes to wash. Always spin or wring clothes before putting them in the tumble dryer. It is much faster and will reduce costs.  

Pots and pans  

Use the right size pan and keep the lids on as much as possible while cooking. The base of the pan should just cover an electric cooking ring. When using a gas cooker you should make sure the flames only heat the bottom of the pan. Use as little water as possible to save energy.  

Kettles  

Fill the kettle with the correct amount of water for what you really need. Always make sure the element of the kettle is covered.  

Letterboxes and keyholes 

Letterboxes and keyholes can let in draughts. Fit a nylon brush seal or a spring flap and put a cover over a keyhole.  

These energy saving tips have been adapted from ‘No cost and low cost ways to help save energy and money’ by the Energy Saving Trust.  

Should I arrange insurance cover for my home?

 We provide buildings insurance cover. This does not cover the house contents, such as your furniture or personal possessions. It is important for you to obtain separate insurance cover for home contents.  

You can take out home contents insurance through the Moat scheme or you can make your own private arrangements. The home contents insurance arranged by Moat is specifically designed for housing association tenants and offers many benefits for Moat residents at a preferential rate. There is also an option to extend the policy to cover broken glass in windows and doors, which are the resident’s responsibility. Contact us on 0845 600 1006 for further information.