Information about your home and services (STAIRS)

What we share: 

• An overview of Moat’s history and what our organisation looks like today. 
• Our social purpose and how it guides and connects everything we do. 
• The names and roles of our Executive team and Board, including information on the experience they bring to their roles. 
• Our corporate structure and our governance structure so you can see what checks and balances guide our decision-making.
• Governance documents - like terms of reference, standing orders and model rules - which define the rules, practices and processes used to manage our organisation. 
• Our approach to every service we provide, set out in our policies - we always share the version that we work from, so you never see anything different. 
• Guidance on our two-step complaints process, along with information on our complaints performance and how complaints have shaped improvement. 
• Our customer influence strategy  which ensures your voice is central to our decision-making 
• Tenant consultations which we also share directly with Customer Advocates in our Your Voice, Your Action newsletters. 

What we share: 

• Our annual financial statements, including details on our spending, grants, service charge payments and salaries over £60,000. 
• What your rent and service charges pay for, shared in our annual report for customers. 
• How we calculate your rent, how we calculate your service charges, and how this differs depending on the type of service charge you pay. You can access your service charge and rent statements on your myMoat account.
• Any spending over £500, shared on a monthly basis. 

What we share: 

• What our repairs service covers (and what it doesn’t), tailored for customers who rent their homes, shared owners and homeowners.
• What we do to keep your home safe by managing fire, lifts, asbestos, gas, electrical and legionella safety. 
• How we’re working with you to address damp, mould and condensation, so everyone has a safe, healthy home to live in.
• Our compliance with Awaab’s Law, including what we’re doing to respond quickly and effectively to hazards that could impact health and safety. 
• How our home improvement surveys help us understand the condition of your home, so we can proactively invest in planned work.  
• The aids and adaptations we can provide for our customers who need them. 
• What we’re doing to ensure our homes are energy efficient and sustainable. 
• Our priorities for the next five years, set out in our Corporate Strategy. 
• What we want to achieve with our customers and for our homes through our Existing Homes Strategy, Customer Strategy, and New Homes Strategy. 
• What percentage of our homes meet the Decent Homes Standard. 
• Our supplier code of conduct, setting out our expectations for the practices and behaviour of our partners and suppliers.

What we share: 

• How you can share your voice and shape our services for all customers. 
• The Moat Offer - a clear, comprehensive guide to the services and support we provide, tailored to the type of home you live in. 
  • The Moat Offer: If you rent your home
  • The Moat Offer: For shared owners
  • The Moat Offer: For homeowners

What we share: 

• Schedules for estate inspections, grounds maintenance and communal cleaning are available on your myMoat account. 

We hold the following information in registers and records:

• What we do to keep your home safe by managing fire, lifts, asbestos, gas, electrical and legionella safety. 
• How we’re working with you to address damp, mould and condensation, so everyone has a safe, healthy home to live in.
• Our compliance with Awaab’s Law, including what we’re doing to respond quickly and effectively to hazards that could impact health and safety. 

What we share: 

• The annual results of our Tenant Satisfaction Measures. These use your feedback and service data to show how well we’re doing at providing quality homes and services. 
• Our regular performance figures give you a snapshot of how we're currently doing, with up-to-date information on the improvements we're making. 
• Our annual report to customers gives an honest overview of our services and support throughout the year. 
• Our repairs performance figures show you where real change is happening as we work to improve our repairs service. 
• Our annual complaints report gives an overview of our performance, key themes, and learnings when it comes to resolving complaints. The Housing Ombudsman’s Landlord Performance Report shows the outcome of all complaints our customers referred to the Ombudsman. 
• Media releases which we also circulate to partners, press outlets, and sector publications. 
• Once you gain your new rights to request information in April 2027, we’ll start sharing information request data and responses. 

What we share:

• Our approach to every service we provide is set out in our policies - we always share the version that we work from so you never see anything different.