The Big Door Knock 2026 - the results are in!
This June, our Big Door Knock returned for its second year – and it was bigger than ever!
Over the month, colleagues from across Moat visited our neighbourhoods to hear directly from shared owners, leaseholders and customers who rent their homes about their experiences of living in a Moat home.
Together, we knocked on 8,764 doors – a huge thank you to everyone who opened their door and took the time to share their thoughts with us. These conversations weren’t just a chance for a quick chat. They were an opportunity for us to listen, learn and better understand the things that matter most 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.
The Big Door Knock has once again reminded us of something simple but important – the best conversations happen when we take the time to listen to you. Hearing directly from you helps us understand what’s important to you and where we need to do better.
So, what did we hear?
For customers who rent their home:
Unsurprisingly, repairs was a popular topic. While many of you shared positive experiences, others told us about issues with communication, response times and being kept updated on the progress of communal repairs.
For shared owners:
While many of you shared positive experiences, others shared concerns about cleaning and grounds maintenance, communication and response times for communal repairs, and understanding who is responsible for defects in new-build homes.
For homeowners:
While many of you shared positive experiences, others shared concerns about cleaning and grounds maintenance, communication and response times for communal repairs, and understanding who is responsible for defects in new-build homes.
The good news is that what you’ve told us has reinforced areas we already knew needed improvement. Your feedback has helped shape and influence our new repairs service, launching later this summer, with a focus on better communication, clearer updates and a smoother repairs journey.
How satisfied you are with our service
Very happy – 25%
Happy – 37%
Neutral – 22%
Unhappy – 10%
Very unhappy – 6%
What happens with everything you’ve told us?
Your feedback makes a real difference. It helps shape the services we provide, influences the decisions we make and gives us confidence that the plans we’re putting in place are the right ones for our customers and communities.
The feedback we received last year played an important role in shaping our new Corporate Strategy, which will guide our work over the next five years. Our Insight team is now reviewing everything you’ve shared this year to make sure your views continue to drive improvements across all our services.
