Our performance

Every year, we carry out customer surveys to understand your experience (the good and the bad) of living in a Moat home. In April 2023, we changed the questions we ask and how we ask them. We’ve made these changes due to new requirements from the Regulator of Social Housing, an organisation which sets standards for social housing providers and can take action if these aren't met.

The Regulator has introduced a set of measures to see how well social housing landlords are doing to provide quality homes and services.These are called Tenant Satisfaction Measures (TSMs). The measures tell us what questions we should be asking our customers and there are also guidelines on how we should report what we find. 

Like all housing associations, we’ll report on 22 measures across five key areas:

• Keeping properties in good repair
• Maintaining building safety
• Effective handling of complaints
• Respectful and helpful engagement
• Responsible neighbourhood management

We'll carry out customer satisfaction surveys which focus on these key services and we'll also report data that we record as a business.

You can review the full TSM survey questionnaire here.

We want you to feel comfortable sharing your feedback, so you're able to be open and honest. That's why we don't speak to you ourselves and choose to work with a company called TLF Research.

The team at TLF Research spoke to 2,684 of our customers over the course of the year - 1907 of these customers rent their homes from us and 777 are shared owners. 90% of these surveys were done online and 10% over the phone so you can provide your feedback in the format that suits you best.

You can read our full methodology statement here. It gives more detail on the method we used to collect feedback and to make sure that feedback truly represents our customers.

We spoke to 2,684 of our customers over the course of the year. These customers were randomly selected, regardless of whether they rent, own part of their home, or live in our over 55s schemes. We make sure we speak to a range of customers so that the feedback we receive truly represents all customers, no matter their age, gender, where they live, or the type of home they live in.

The Regulator of Social Housing has asked us not to include feedback from leaseholders or equity loan holders, so we gather and use feedback from these customers in other ways.

Every year, we'll submit our scores to the Regulator of Social Housing and publish our scores for all customers to see. They'll give you a clear picture of how we're performing and the steps we’re taking to provide you with a better customer experience.

The scores are important to us, too. They help us to understand what we're doing well, where we could do better and what matters most to you. We've set up a group of senior Moat members who meet regularly to look at this feedback and make sure we're taking action where it's needed.

The Regulator is also completing independent surveys with a randomly selected group of social housing customers. If you're contacted, please respond - the Regulator's surveys are another opportunity for your voice to be heard and for the Regulator to identify areas for improvement.

We know you’re the expert when it comes to living in your home and community. That’s why your feedback is important to us. Whether you have a few minutes to spare for a quick survey or want to take on a more regular commitment, there’s something for everyone. Click here to find out how you can share your views and influence how we deliver the services you receive.