Repairs for renters

How to report a repair

We offer a range of ways for customers to report repairs.

The quickest way to report a routine repair we're responsible for fixing is via myMoat. You can log into or sign up for myMoat using the link below. You can also report a routine repair by emailing or calling our Customer Service Centre on the details below. If your repair is an emergency, please call our Customer Service Centre.
- Email: [email protected]
- Phone: 0300 323 0011
Report your repair via myMoat

Mears colleagues sat at desk looking at computer screen

Repairs appointments

Repairs appointments are available Monday to Friday from 8am to 5pm. To make life easier, you can book morning (8am - 1pm) or afternoon (1pm - 5pm) appointment slots.

Once your repair has been completed you will receive a text message asking for feedback. The responses are monitored daily and if you give a low score, we will be in contact to discuss why you are unhappy with your repair.

Responsibilities

We are responsible for many of the repairs to rented homes and communal areas. You will be responsible for some low-level maintenance of your home.

As well as our repairs service, we also work with Cleanscapes to clean your communal areas and with contractors to carry out ground’s maintenance to gardens, paths, and car parks.

Understanding your rented repairs service

Non-emergency repairs to homes and communal areas that we will fix:

Gas, electrical heating and hot water systems repairs.
Repairs to doors, window frames and fittings (where not a health and safety issue).
Containable leaks.
Drains, gutters, outside pipes.
Roof repairs; cracked/broken tiles.
Repairs to walls, floors and ceilings.
Repairs to taps, valves and pipes and toilet facilities (where there are two toilets in the home).

In communal areas we (or the local authority or managing agents) are responsible for items such as:

Doors and door entry systems.
Bin stores.
Parking areas and paved areas.
Boundary walls and fencing.
Lighting.
Halls, stairways, lifts and other communal areas.

Although we conduct regular inspections of internal and external communal areas, we still rely on you to let us know if you spot any issues. Please let us know as soon as a repair is needed.

Your responsibilities

Here are some examples of repairs and general maintenance of your home that you are responsible for. Please check your tenancy agreement to see the full list of things you are responsible for.

Keeping your home clean and in good condition.
Keeping your garden tidy.
Carrying out minor running repairs e.g., unblocking sinks and baths, replacing light bulbs, replacing fuses.
The replacement of minor items e.g., broken toilet seats.
Taking out content’s insurance for your home possessions.
Giving us access to your home to carry out repairs or any other essential work.
Repairs to your own belongings.
Anything damaged by you, other occupants, or guests.
Replacement keys.

Emergency repairs

Our aim is to attend emergency repairs within 24 hours. In some instances, the contractor will carry out works to make the situation safe and a further visit will be required to carry out a full repair.

If your repair is an emergency, please call our Customer Service Centre on 0300 323 0011.

Emergency repairs include:

No electricity in your home (that’s not a power cut).
No water anywhere in your home (that is not an issue with a water company).
Major flooding, gas leak.
Loss of heating from 1 October to 31 March.
Premises unable to be secured and there is no alternative entrance.
Sole or only accessible toilet not flushing or leaking sewage inside the property.
Lift failure.
External doors or windows not closing or locking.
Failure of fire alarm system.
A structural issue that could collapse or cause damage to the building.
Mobility equipment not working i.e. lifts, hoists, baths, warden alarm/call system.
Blockage causing raw sewage to enter the home.
Electrical repairs where there is a danger of fire or injury.
Dangerous structures.

Emergency repairs of our communal areas include:

No electricity to the whole block (that’s not a power cut).
No water to the whole block (that is not an issue with a water company).
Damaged doors or windows (to ensure security and fire safety).
Damaged lighting (internal and external car park lighting).
Damaged floor coverings, stairs and bannisters (to ensure safety).
Repairs to blocked gutters, downpipes or drains where water or sewage is leaking inside a communal area.
Roof leaks which are uncontainable.
Lift failure.

Regular surveys

Every five years we need to survey your home to help us understand its current condition and help us plan for when we need to repair, replace, or improve items. The results also help us plan future replacement programmes for things like windows, doors, kitchens, and bathrooms.

Find out more about home improvement surveys
Planned works

Planned works are typically carried out to certain rooms or aspects of your home at pre-determined intervals. These works are usually carried out as follows:
- Kitchens: every 20 years.
- Bathrooms: every 30 years.
- Windows: every 30 years.
- Doors: every 20 years.
Damp and mould

No one wants to live in a damp home, it isn't just uncomfortable - it can also affect your health and cause damage to your home. Find out how to identify and report damp and mould issues in your home and how we’re committed to finding long-term fixes, not just patching things up.

Find out more about damp and mould

Image of four Moat operatives standing outside by a van

An update on our repairs partner

Following a detailed review of cost and quality, and completion of the Section 20 customer consultation, we’re in the process of awarding Mears our long-term repairs service contract. This 10-year partnership is focused on delivering a more reliable, high-quality service.

We’ll continue improving current services as we prepare for the new service, which is expected to launch in late summer 2026.

Find out how we're improving your repairs experience

Repairs for renters