Our complaints process

We're sorry if we didn't meet our usual high standards and we'll work to resolve this through a two-step process.

Quick resolution

In many cases, your issue may be quickly resolved by raising it with our Customer Service Centre or the department responsible for the service. Any informal complaints received in this way will be resolved within two working days. If you are not satisfied with the outcome, your complaint will be escalated to stage one of our formal procedure.

Formal complaints

We follow a two stage procedure for all formal complaints:

Stage one - Service Department Review

Where a detailed investigation is required, a lead officer at Moat will be assigned from the service area related to your complaint. They’ll call you once they receive your complaint in order to gather additional details and agree on a timescale for responding. Timescales will depend on how complex your complaint is, but will not exceed 10 working days* unless there are exceptional circumstances or a later date is agreed as the case relies on third party information.

We will do everything we can to resolve your complaint at this stage but if you are dissatisfied with the outcome, you can escalate your case to stage two of the complaints process. To do this, you must explain which part of your original complaint has not been adequately addressed, why you are still dissatisfied and what actions you are seeking to resolve your complaint.

Stage two - Senior Manager Review

A review is carried out by a senior manager who will assess whether the original complaint has been fairly and thoroughly investigated and consider the reason you are still dissatisfied. The senior manager will contact you within three working days from the date your complaint is referred. We aim to complete stage two reviews within 20 working days* unless there are exceptional circumstances, we are relying on third party information and/or a later date is agreed with you.

If you are unhappy with the final decision, you can refer your case to a designated person (your MP, a local Councillor or a designated tenant panel) or the Housing Ombudsman. You can find more information on this in our complaints policy.

* Please note that timescales will follow our former complaints policy if your complaint was logged in 2020.