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Repairs and maintenance

Everything you need to know about repairs and maintenance for rented customers is below.

Emergency repairs

We aim to attend emergency repairs within 24 hours. To report an emergency repair please call our Customer Service team on 0300 323 0011.

Emergency repairs can include:

In most cases the contractor will only make safe and a further visit will be required to carry out a full repair. There are things you can do to make safe emergency repairs, below you will find some advice.

Repairs

You should only report repairs that are Moat's responsibility. If we carry out a repair which should have been undertaken by you, we may charge you for the associated costs. It's much quicker to report a repair via MyMoat, but you are able to email us at customer@moat.co.uk (please note there is a five day response time for replies to emails). You can also give our Customer Service team a call on 0300 323 0011.


Gas safety inspections

It is very important for the health and safety of you and your family that your gas appliances are checked regularly. We have a legal requirement to carry out a gas safety inspection in your home each year and employ a registered gas contractor to check and service your gas appliances every 12 months. As part of your tenancy agreement with us, you must let them into your home to carry out the inspection. The checks will take no longer than an hour and will ensure that all your appliances are safe to use. You can check when your gas inspections are due by logging into your MyMoat account.

If you have gas heating, we will have provided you with a carbon monoxide detector. Carbon monoxide may be present if the gas flame burns orange or yellow instead of the normal blue. If this occurs, you should switch off your appliance immediately and contact us on 0300 323 0011.


Asbestos

Asbestos is a naturally occurring mineral that has been used in many building materials. The vast majority of materials pose only a very low risk and asbestos will only pose a risk if the higher risk materials are damaged or deteriorating. All newly tenanted properties are routinely inspected for the presence of asbestos containing materials as part of our commitment for better and safer homes. Any asbestos that is identified as posing a risk is removed before the property is handed to new customers. Any remaining asbestos containing materials are very low risk and perfectly safe to remain in a property if managed correctly. These materials include floor tiles, textured coating (artex), asbestos cement sheets/water tanks, toilet cisterns and sink pads. You should avoid cutting, drilling, sanding or using abrasive tools on any of these items. If you have any concerns regarding asbestos, please contact the Asset Management Team on 0300 323 0011.


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:

Our Clerks of Works carry out regular stock condition surveys to determine whether these works need to be carried out at different intervals. Electrical re-wiring and fuse board upgrades are completed based on recommendations from regular inspections which occur every five years. You can see when works are due by logging into your MyMoat account.


Damp and mould

If you are experiencing damp, mould or condensation within your home, please contact us on MyMoat via the report a repair option and we will send you helpful information to manage the situation. You will need to carry out the steps in this guidance for 21 days before we will book a visit to inspect your home. If you are still experiencing problems after 21 days please log the issue on MyMoat. If you live in a new build home, please remember that some dampness can be due to the building drying out. This will be monitored throughout the defects period and further action taken if necessary.