Compliments and complaints

We aim to provide outstanding customer service, so we welcome all feedback, both good and bad. 

Your feedback helps us understand what we’re doing well and where we can improve. It provides valuable insight into how we should shape our services and allows us to put things right where necessary.

Give a compliment

We’re passionate about our work and our purpose, and we hope this shows in everything we do. If you’ve received excellent service or felt that we went above and beyond, please let us know in one of the following ways. 

If you'd like to give feedback on a more regular basis, why not become a Customer Advocate? Find out how you can help us review and improve our services

Make a complaint

Try as we might, we don’t always get things right, so we have a structured complaints process in place. It’s designed to ensure that we act fairly and responsibly to resolve any issues and it helps us to learn and do better in the future.

You can make a complaint if you are dissatisfied with our service, actions, employees or partners, and complaints should be raised within six months of the issue occurring. You can download our complaints policy for detailed information. Please note that any complaints logged in 2020 will follow our former complaints policy; please email complaints@moat.co.uk to request a copy of this policy. 

You can also find out more about our complaints performance here, including our self-assessment for 2020 and the improvements we’ve made as a result of your feedback. 

Who can complain?
Anyone who receives a service from us can make a complaint. Groups of customers may also make a joint complaint, but this should be done through a single named representative.

How do I complain?
Complaints can be made in any of the following ways:

Additional support
You can access the services and support of the Housing Ombudsman at any point throughout the complaints process: