Since 1 April 2024, we've adopted a new Complaint Handling Code. This Code comes from the Housing Ombudsman Service - an independent organisation that helps resolve disputes between tenants and housing providers – and is designed to ensure we address your concerns fairly and quickly.

The summer edition of your Customer Catch-up newsletter includes articles on how you're helping to shape our future repairs service, more information on our home improvements surveys, how you can play a key role in shaping the future of Moat, and some BBQ safety tips for when the sun does appear!

Our current grounds maintenance contract with idverde ended in 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. 

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.