How customers have shaped our online services

Our Digital Experience project is all about improving our online services so they're simpler, more accessible, and tailored to your needs. To make this happen, we knew that our digital services needed to be built around what you want to access, how you find information, and how you complete tasks. That's why customer feedback played a vital part in making our online services work for you. 

To understand the challenges customers faced online and what we needed to change, we arranged a series of early workshops where our Customer Advocates shared their honest feedback about our online services. This included everything from how accessible and easy-to-use the services were, to the importance of reporting features and simpler customer journeys. 

Once our website build began, we worked with customers to get the structure right. We’d already received lots of useful customer feedback about the Moat Offer and learnt that you only wanted to see information that was relevant to you, making for a simpler, more tailored experience. So, we worked with our Customer Advocates to apply this to our website, checking with them that the information was in a logical place that was easy to find. 

By working closely with our customers and listening to your challenges and ideas, we’ve now grouped our services by the type of home you live in. So, whether you’re a shared owner, own your home, or rent with us, you now have easy access to the information, support, and services you’re looking for online. 

Here are some of the changes we’ve made together to improve your experience: 

Improved accessibility 

Our new accessibility features include adjustable text sizes, keyboard navigation, screen reader support, translation tools and improved colour contrast - helping you to access our services in a way that works. 

A more personalised experience  

You’ll now have a more personalised experience when visiting us online. Depending on the type of home you live in, you’ll now see content, advice and support that's more relevant to your needs - helping you get to the information you need faster. 

myMoat features and upgrades 

Our new myMoat customer portal has a fresh new design with clearer navigation and real-time updates - making it easier for you to manage your home online and find what you need. You can report repairs, track progress, make payments, view account information, read the latest news in their community, and more - all in one place.