Repairs for shared owners

As a homeowner, you’re responsible for all repairs and maintenance inside your home (including the boiler) and any private gardens.

We or your managing agent are responsible for maintaining your communal and shared areas outside your home.

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

Your communal repairs service

We partner with several companies to provide the communal repairs service. Where we own communal corridors, stairwells and external common areas, Mears will deliver your repairs. Cleaning for internal communal areas is delivered by Cleanscapes, and one of four suppliers (John O'Conner, idverde, Southern Land or Pinnacle) maintains your communal grounds. We work with a number of specific contractors for lift and door entry systems repairs.

In cases where we don’t own the building, a managing agent is likely to be responsible for the communal repairs and maintenance. We keep in regular contact with the managing agents for these buildings, monitoring their performance and raising concerns on behalf of shared owners and leaseholders.

What we're responsible for

Our priority is to keep your communal areas safe, secure and in good condition and we 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.

Emergency repairs to communal areas

Emergency repairs of our communal areas include:

No electricity to the whole block (when 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.

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

Defects repairs

Defects repairs that occur in new build homes are usually covered by a one year defects period. This begins as soon as the build process is complete, not when you take possession. Defects can occur due to poor materials, design, workmanship or electrical and plumbing faults. However we work closely with developer partners to avoid this as much as possible. Defects do not cover accidental damage, vandalism, minor shrinkage or cracking.

Report a defect in myMoat

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 shared owners