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We’re committed to maintaining our core services while keeping our residents and staff safe. Read the latest updates on our services.
Should you need to, you can contact us using any of the following ways listed below.
MyMoat is the quickest and easiest way for you to contact us. You can also pay your rent at any time of day, report repairs and more. Just log in to your MyMoat account
Save travel, postage and emails by using our web chat to speak to us online between 8am and 5pm. To use web chat just click here and another screen will open up, type in your details and hit the submit button to begin the conversation.
customer@moat.co.uk (General enquiries)
stanhopecustomer@moat.co.uk (Stanhope only)
asb@moat.co.uk (Anti-social behaviour reporting only)
tenancyfraud@moat.co.uk (Tenancy fraud reporting only)
0300 323 0011 (General enquiries)
01233 647 396 (Stanhope office only)
0300 323 0186 (Tenancy fraud hotline)
Text us on 07786 202 505
We know that we don’t always get everything right. That's why we have a comprehensive complaints process in place which is designed to ensure that we act fairly and responsibly to resolve any issues you may have with our services, but more importantly to extract key learnings for the future.
Stage one: Where a more detailed investigation is required, our Customer Service Advisors will log, acknowledge and allocate your complaint to the relevant lead officer at Moat within two working days of receiving it. You'll be advised in the acknowledgement letter who will be investigating your complaint. The lead officer will then call you within three working days from acknowledging your complaint to negotiate a timescale for responding. This will vary depending on the complexity of your complaint but will not exceed 28 calendar days (except in exceptional circumstances). We will do what we can to resolve your complaint at this stage.
Stage two: The review carried our by a senior manager who will consider if the original complaint has been fairly and thoroughly investigated and the reason the complainant remains dissatisfied. The timescale for initial contact from the senior manager is three working days from the date of referral. We aim to complete stage two reviews within 21 working days unless there are exceptional circumstances, we are reliant on third party information and/or a later date is agreed with the complainant.
If the complainant is not satisfied with the resolution at stage one, the complaint can be referred to a senior manager. In order to escalate the complaint to stage two, the complainant must identify the area of their original complaint that they feel has not been adequately addressed, why they remain dissatisfied and what actions they are seeking to resolve their complaint.
You can download a copy of our complaints policy here.