Compliments and complaints

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

Your feedback helps us to 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. 

Become a Customer Advocate

Our Customer Advocates represent our residents' point of view and help us to review and improve our services. Our customer portal, MyMoat, was co-designed with our Customer Advocates and is a great example of what we can achieve together. You can volunteer for a range of activities, from surveys to inspections, and we'll provide support and training, working flexibility around your other commitments. Find out how you can make a difference here.  

Make a complaint

We know that we don’t always get everything right, so we’ve put a comprehensive 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 would like a response. 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.

Read our full complaints policy here.

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: