Home improvement surveys

You will receive a letter confirming when surveys are taking place in your area. Your survey will either be carried out by surveyors from Moat, or a specialist firm, and your letter will explain which surveyor to expect and how the survey will take place.

If you are not in, or the appointment given is inconvenient, you can contact the Quality Homes Team on 0300 323 011 to arrange an alternative time.

You will receive a letter confirming when surveys are taking place in your area. We are aiming to complete almost 9,000 surveys over the next year, and they will either be carried out by surveyors from Moat, or a specialist firm. Depending on your allocated surveyor, you will either be given an appointment date and timeslot, or the surveyor will knock to see if you’re at home to carry out the survey. If the allocated appointment isn’t suitable or you are not in when they call round, you will be able to rearrange for a more convenient time. All of this will be explained in your letter, including which surveyor to expect.

An in-person survey will take around 30 minutes to 1 hour depending on the size of your home and will normally take place Monday to Friday between 8am and 6pm.

For a remote home survey our surveyor will begin the survey and talk you through the process. For flats the survey will take approximately 15-20 minutes, and for a house it will take around 20-30 minutes.

The surveyor will have a detailed look around your home and will need access to all the rooms in your home, including your loft (if you have one), airing cupboards, meter cupboards, etc (see the list above for more info) updating their survey records on an iPad. This will include taking photos internally and externally. They may report any areas of concern back to us if they spot anything that needs attention if you haven’t already reported it to us.

We know that letting a surveyor into your home can be inconvenient, but these inspections will help us make sure your home is safe, secure, energy efficient and cost effective for you and your household. Therefore, making sure you let our surveyors access to your home when they call round or arranging an alternative appointment with them will enable us to do that for you. Please remember that they’re there to look at the condition of your home itself – so don’t worry how clean or tidy it is!

Not necessarily. The surveyor will be collecting information about the remaining lifespan of certain items in your home such as kitchens, bathrooms, windows, boilers, and so on. Once all the surveys are complete, the information will give us a short, medium and long term view of future maintenance and improvement programmes for our customers’ homes.

When the surveyor attends your home to complete the survey, please do give them feedback about what it is like to live in your home, and let them know of any cold spots or problem areas that we should be aware of it.

If you have any repairs, you can do this easily by telephone, email or by your MyMoat account before the survey takes place.

The survey is conducted via a mobile device like your smartphone. We'll send you a link to your mobile from 'GuideCall' shortly before your appointment, and all you need to do is click that link to connect with our surveyor. You can talk to them in real-time, just as you would during an in-person visit. 

They'll then instruct you to walk around your home and show them the areas of your home listed above and capture the details they need for their report using remote technology. 

All you need is a device with a camera (like a smartphone or tablet) and an internet connection. We recommend that you use your own private network, if you can, to ensure your data is protected. Before starting you'll need to make sure your device has permission for your video and microphone, and is sufficiently charged.

The process is simple - you'll be sent a link to your mobile number named 'GuideCall', once you click the link you'll be connected to our surveyor and they'll help guide you through it. 

Yes, definitely - the remote technology enables us to get a detailed view of your home, meaning we can gather the same level of information as we would during an in-person survey.

You can book your survey by contacting the Home Improvement Team via email at [email protected]. Our team will work with you to arrange an appointment at a time that suits you.

You'll be able to talk to our surveyor during the session, so they'll be able to answer your questions.

We won't record the video call, but we will take photos during the survey to document the general condition of your home. This may include photos of your kitchen, bathroom and any health and safety hazards such as damp and mould spots. The surveyor will inform you before taking any photos.

We will not record any personal data or information about your household.

In order to comply with all relevant data protection regulations, including GDPR and our privacy policy, the survey app has been designed to protect your data and prevent unauthorised access.

Photographs taken during the survey: The photos taken of your home during the survey are saved directly to our servers and are not shared with third parties. The photos are used only for assessing the condition of your home, supporting up-to-date record keeping, and making sure we complete necessary improvements to keep your home safe and in a decent condition.

Your mobile number: Your mobile number is stored temporarily in the app and automatically expires after 24 hours.

The secure link: The secure link we send you for the video call expires one hour after it's sent to ensure maximum security.  

If any issues are found during your survey, the surveyor will provide you with a summary of the next steps. If no follow-up action is required, you may not need to hear from us. However, if you'd like more information regarding your home, please contact [email protected].