We aim to provide the best possible service to all our residents. There may be times, however, when you feel we have not treated you fairly and you wish to complain.
Please be aware that when you first report an issue, whether it is to request a service or to ask for information, it will not count as a complaint. In the first instance, you should always contact the person who provides the service.
Our complaints procedure starts to apply after we have made an attempt to resolve the matter, if you are not happy with our response or our efforts. Our main aim is always to rectify your issue quickly and fairly.
Please also be aware that if you're making a complaint on behalf of someone else who is a Moat customer, you'll need to provide a completed third part authorisation form. This form can be downloaded from the bottom of this page.
Make a complaint
Compliments and comments
We are interested to hear any compliments and comments about our service or staff. We will respond to them within ten working days and let you know how they have been used. Your compliments highlight areas of good practice and acknowledge the hard work of our staff. If you want to tell us something about our services, contact the person who delivers the service or use the form linked below.
Submit a compliment
Leave a comment
For more information on how you can get involved and help shape Moat's services, please visit our 'getting involved' page
. Alternatively, you can contact us
to speak with a member of the Customer Engagement Team. You can call 0300 323 0011 to speak with a member of the team.