This website uses cookies to improve your browsing experience. Please confirm that you accept our use of cookies. For more information view our cookie policy
Coronavirus updates ×
We’re committed to maintaining our core services while keeping our residents and staff safe. Read the latest updates on our services.
We aim to provide outstanding customer service, so we welcome all feedback, both good and bad.
Our Customer Advocates represent our customers' point of view and help us to review and improve our services. Our self-service portal, myMoat, was co-designed with our Customer Advocates and is a great example of what we can achieve together.
As a Customer Advocate, you can volunteer for a range of activities, from surveys to inspections. We'll provide support and training, working flexibly around your commitments. Find out how you can make a difference here.
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.
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 three months of the issue occurring. If you have negative feedback which does not require a response, please send this to feedback@moat.co.uk and we will consider it outside of our complaints process.
Download our full complaints policy for detailed information.
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:
