Creating safer homes for our customers

“We really appreciate everything Moat has done for us. This has been a place we’ve really enjoyed from the first day we moved in.” – Frances, Moat customer

Lorraine and Frances have been living in their home in Gravesend for 14 years. Like many of us, when COVID hit Lorraine needed something to keep herself busy and started crocheting - ordering lots of items to support her new hobby.

Fast forward to October 2024 when Lorraine and Frances had a Home Improvement Survey – a visual check to make sure your home is safe and comfortable to live in. The survey also highlights areas to make improvements to reduce your costs and keep you warm. Our surveyor couldn’t get to the front room, back room, or back of the kitchen because of the number of items in the way. This caused a huge fire risk and meant Lorraine and Frances may have missed out on vital home upgrades.

It also had an impact on the customers’ mental health. Frances said: “It got so bad that our home was narrowing. You could never put anything down because you’d lose it.”

Teresa, Lorraine and Frances’ Neighbourhood Services Manager, stepped in to offer her advice and support. Shortly after, Lorraine and Frances were working with external cleaning company, ‘Declutter Divas’, to clear a massive 50 bags of wool and eight carloads of clothing which were all recycled and distributed to charity.

Lorraine has a physical disability, so she’s unable to move easily around the house. She said: “I feel safer because if I fall, I won’t hurt myself on anything lying around.”

We want our customers to enjoy living in a safe and comfortable home where they can thrive, and we’re here to support them in doing just that.