We aim to provide outstanding customer service, so we welcome all feedback, both good and bad.
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.
Try as we might we don't always get things right. We really value your feedback; we know it takes your time which is precious. This policy explains how we will respond when you raise your complaint with us.
When you raise your complaint, you deserve only the highest standards, so we make sure we meet the Housing Ombudsman Complaint Handling Code and the Regulator of Social Housing’s consumer standards as they ensure we do right by you.
We define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our colleagues, or those acting on our behalf, affecting you or a group of customers.
It would be great if you could let us know straight away when there is a problem, so we can get back on track quickly.
You can contact us by:
If you would like to talk to us through social media, please remember that our pages are public. We want to keep your personal data safe so we might recommend that we switch to a safer channel. We will still communicate digitally if that’s what you prefer.
As long as you agree, we will accept complaints from anyone acting on your behalf. For example, this could be family members, MPs and other organisations such as the Royal National Institute of Blind people (RNIB) and Citizens Advice Bureau.
If you do not want to tell us who you are that’s fine. Anonymous complaints will be treated seriously. We will be able to keep you updated as long as you tell us how to.
We want to hear from everyone. We will make reasonable adjustments to accommodate your individual needs and comply with the Equality Act 2010. We will provide an interpreter or British Sign Language interpreter if needed. Please tell us about the adjustments you need if we forget to ask.
First and foremost – we will listen to you and make sure we understand how the issue is affecting you and what you want us to do to put things right. We will be clear, honest and committed to finding a resolution for you.
We would like to resolve issues quickly where we can. With your agreement, we will try and provide a solution to a problem within two working days so that it doesn’t need to be a complaint.
We will make it easy for you to get a resolution to your complaint. Here is how it works.
For issues which do need to be resolved as complaints, we will send you an acknowledgment within five working days and confirm that we are working on a resolution. You will have your own dedicated Moat colleague keeping you up to date and they will let you know the outcome within ten working days from our acknowledgement.
We want your complaint to be fully resolved. If you are not satisfied with the answer we have provided in response to your complaint, we can offer you a complaint review by one of our senior colleagues that is a head of service. You will need to request this within 10 working days of us letting you know the outcome of your initial complaint. The complaint review will be completed within twenty working days of when we receive your review request.
If you are unhappy with how we are dealing with or have dealt with your complaint, you are able to go to the Housing Ombudsman at any time if you are a tenant, shared owner or leaseholder. You can contact them here:
We will always try to help resolve service issues. Sometimes there will be issues that we cannot deal with as a complaint. This is rare, and they are:
We want you to have the best experience living in your home, and we are here to support you, when you need it. Your feedback is genuinely important to us, so we will share our complaints handling performance.Read our lessons learned
We've completed a self-assessment against the Housing Ombudsman’s new Complaint Handling Code. Our assessment shows where we comply with the code, what we're doing to improve our services and how we handle complaints. We've also updated our complaints policy in line with the new code. You can download our Complaints Self-Assessment for 2022 for more information.Find out about the Housing Ombudsman here