Our first Big Door Knock is complete

This June, we did something big!

Across three weeks, every single Moat team member – from finance to customer services – stepped away from their desks and into your neighbourhoods for our first Big Door Knock. It’s all part of our customer pioneer strategy, and our promise to visit every one of our customers over the next three years, to truly listen to what matters most to you.

From Maldon to Dartford, Gravesend to Greenwich, we knocked on 3,054 doors and had face-to-face conversations with many of you. A big thank you to everyone who took the time to open their door and share their thoughts.

This was about more than a quick chat. It was about truly hearing what’s important to you. Whether you shared positive experiences or told us where we need to do better, every bit of feedback is helping us improve our services.

So, what did we hear from you?

Unsurprisingly, many of you shared your thoughts about our repairs service – both the positives and where we need to do better. It’s really encouraging so many of you told us you’d seen an improvement in the service. We know we need to do more to make it a great experience for everyone. What you’ve told us is helping to make changes now – plus we’re using your feedback to influence our future repairs service, due to launch September 2026.

What's next?

We’ll continue to review everything you told us, learning and improving along the way. This experience has reminded us of something simple but important, real connection makes all the difference. Thank you for welcoming us to your door and for helping us do better, together.

Over the next three years, we’ll be visiting all our communities to hear from you directly. If we didn’t visit you this time, we hope to next year. Meanwhile, we’re always here to listen, support, and connect - whether you reach out or we catch up during our regular visits in your neighbourhood.