Improving your repairs experience

We've listened to customer feedback about repairs and maintenance services and used it to shape our new approach. You told us you wanted repairs completed right first time, better communication, and a more flexible service. Our new repairs service has been designed to address these priorities and improve your overall experience. 

The new service launches on Monday 14 September, with some improvements being introduced gradually over the coming months as we continue to develop the service. 

Please note: This does not apply to our Stanhope PFI customers. As an Ashford Borough Council tenant, you will continue to have day-to-day home and communal repairs managed by Morgan Sindall. Find out more here: Stanhope PFI customers | Moat 

The new repairs service has been shaped by customer feedback. We're particularly grateful to members of our Existing Homes Forum and everyone who shared their experiences and suggestions with us. 

Find out more about the Existing Homes Forum.

We're introducing a new repairs and maintenance service through a long-term partnership with Mears, alongside a range of specialist contractors. By bringing together the right expertise for each job, we'll be able to reduce delays, improve flexibility and provide a more reliable and responsive service.

Mears was selected as our long-term repairs partner, following a formal procurement process. This included listening to feedback from customers and colleagues about what matters most when it comes to repairs, including reliability, value for money, quality of work and good communication. Following this process, we awarded our long-term repairs contract to Mears. 

Mears brings extensive experience in delivering repairs and maintenance services. Working with Mears and specialist contractors will help us provide the right skills for each repair, reduce delays, improve our service and your experience. 

Yes. There are no changes to how you currently contact us to report a repair. 

You can continue to report routine repairs through: 

• myMoat 
• Calling 0300 323 0011 
• Emailing [email protected] 

If you’re a Stanhope PFI customer living on the Stanhope estate, where we manage properties on behalf of Ashford Borough Council, please continue to report your repairs to us in the usual way:  

• myMoat 
• Calling 01233 647396 
• Emailing [email protected] 

You can expect: 

• More flexibility when booking appointments 
• Better communication and progress updates 
• Improved quality checks 
• Support tailored to individual needs. 

If you are a shared owner or homeowner, these improvements will help us deliver communal repairs more effectively and reduce delays. Please refer to your Repairs Offer and lease agreement for information about responsibilities for repairs within your home.

You should benefit from greater flexibility when booking routine repairs appointments. Appointment times with a Mears operative are available Monday to Friday from 8am to 6.30pm. 

To make life easier, you can now book a: 

• Morning slot (8am - 1pm) 
• School run slot (10am – 2pm) 
• Afternoon slot (1pm – 6.30pm). 

For certain repairs we’re also able to offer Saturday slots between 8am and 1pm.

Yes. One of the key improvements we're making is providing better communication and progress updates, so you'll be better informed throughout the repairs process. 

Over the coming months, we'll be introducing new features to our customer portal to make repairs easier to manage online. These improvements will include: 

• Easier reporting of communal repairs 
• Progress tracking 
• Managing repair requests online 

We'll share updates as these features become available. 

We're committed to providing support tailored to individual needs. Please let us know about any additional requirements when reporting your repair, and we'll do our best to support you. 

No. Our commitment to responding to emergencies remains unchanged - we aim to attend within 4 hours to make safe and complete the repair within 24 hours. 

Please continue to report emergency repairs by calling us on 0300 323 0011. 

These are everyday repairs that don’t present an immediate risk. We aim to complete these within 20 working days. 

The Repairs Offer sets out what you can expect from us and how we'll work together to keep homes and communal areas safe and well maintained. You can read the Repairs Offer relevant to you by clicking on the link below: 

• I rent my home 
• I am a shared owner 
• I am a homeowner