By now, you’ve heard about how Mears, our interim repairs partner has been performing since they joined us back in February 2025. Now it’s time to meet some of the people behind the scenes!
We caught up with Katie, one of Mears’ senior planners based at our head office in Dartford. Her main role is to improve your experience with our repairs services through coordinating our operatives to the correct areas. Her main role consists of booking operatives into slots that work best for you, as well as working closely with the emergency repairs response team to give our customers cover 24/7 and ensure your safety.
How it started
Katie shared why she joined us and her favourite aspect of her role, she said: “I love the core values at Moat and what they stand for. It’s a positive working environment to be a part of.
“My favourite part of the role is really making a difference in people’s day to day life. I thoroughly enjoy really listening to customers and understanding their issues, as well as looking into how I can make a positive impact.”
Looking out for you
We asked Katie about her biggest customer impact story, which came from a customer who was having trouble with their shower.
Katie said: “Understandably, I could hear the customers frustrations, and I emphasised with what they were saying. I looked at my operatives diaries and managed booked in a plumber into a busy schedule to arrive within a couple of days. Once the job was completed, the customer thanked me over the phone.
“When receiving calls like this, it reminds me on how impactful I can be on customers’ everyday lives.”
Katie’s story is just one example of how strong partnerships and shared values can drive better outcomes. By working together, with transparency, empathy, and a focus on solutions, we’re continuing to improve your repairs experience - one job at a time!
