Report an issue

We want our communities to continue to be great places to live and to resolve issues the neighbourly way.

Action needs to be taken when anti-social behaviour causes or is likely to cause harassment, alarm, or distress to others which is why, when a customer reports ASB, we make sure we understand the impact of each incident and we treat everyone fairly.  We manage ASB in accordance with your lease or tenancy agreement. For more information, please read our ASB policy.

Any victim of anti-social behaviour can request a ‘Community Trigger’ if they have made three or more reports within a six-month period but feel they have not had a satisfactory response. The community trigger is a way for victims of persistent ASB to ask relevant organisations to review the case. You’ll find details on how to make a request on your local authority’s website. If you’re unsure who your local authority is, you can find out here: gov.uk/find-local-council

• What may be considered as ASB

  • Extreme noise
  • Vandalism and damage to property
  • Fouling of public areas, graffiti, fly tipping and nuisance vehicles
  • Behaviour related to drug or alcohol abuse

  We would consider the following as normal everyday life and not ASB:

  • Sounds and smells of everyday life
  • Outdoor playing and one-off parties
  • Looks, stares or comments on social media
  • Laughing, talking and crying babies
  • Inconsiderate behaviour
• Reporting ASB

  If you decide to report someone for being anti-social, you need to be sure why you are making the report and that you are not reacting excessively to a situation that many people may find acceptable.

  You can report ASB to us quickly and easily via MyMoat, by email asb@moat.co.uk, webchat or by phoning our Customer Services Team on 0300 323 0011.

  In an emergency, please call the police on 999 and if it is not an emergency, but you want to report it to the police, call 101.

• Useful contacts for ASB

  • Gov.co.uk – on this website follow links to your postcode area where you will find details of your local council and local services
  • Childline – Freephone 0800 11 11
  • Crimestoppers – Freephone 0800 555 111  
  • Stop Hate UK – Freephone 0800 138 1625
  • Victim support – 0845 30 30 900
  • Talk to Frank – 0800 776 600
  • National Domestic Violence Helpline – 0808 2000 247
  • Mankind (support for male victims of domestic abuse) – 01823 334 244

We have robust procedures in place and regularly review the fire safety of our buildings to safeguard our customers and our properties to ensure we are fully compliant with the law. 

We work under the expert guidance of an independent Fire Safety Consultant on all fire safety management matters; this ensures we remain compliant with the relevant fire safety legislation namely the Regulatory Reform Fire Safety Order (or RRO). Fire safety is everyone’s responsibility. Along with our own procedures, we need our customers to play their part too in keeping themselves, their homes and their buildings safe. If you have concerns or need advice regarding fire safety within your property, please email fire.management@moat.co.uk.

• What you should do to prevent fires

  • Make sure communal areas are kept clear at all times
  • Ensure fire doors remain closed at all times
  • Do not tamper with smoke or heat detectors and alarms and test them regularly. You can find more information at fireservice.co.uk
  • Make sure you know the Fire Action Plan for your building
  • Report any fire safety concerns to Moat’s Customer Services Team on 0300 323 0011 or by email to customer@moat.co.uk
  • Be careful when smoking indoors. Never smoke in bed (or anywhere you may fall asleep), make sure cigarettes are properly extinguished and never throw hot ash in bins
  • Keep matches and lighters safe and away from children
  • Never leave candles burning unattended, use secure holders and keep them away from curtains, furniture and clothes.
  • Don’t overload plug sockets or extension leads
  • Be careful when cooking and never leave pans unattended
  • Switch off any non-essential electrical items like TVs at the wall plug socket and don't charge mobiles and laptops overnight.
• What you should do in the event of a fire

  There are two types of evacuation policies, the ‘stay put’ and ‘total evacuation’. We consult with the fire services before deciding which is appropriate for your building.

  All customers should familiarise themselves regularly with the fire policy for their building. These plans can be found in the entrance of that building.

• If you live in a 'stay-put' building

  • If a fire starts in your apartment, alert others who may be in the apartment with you and make your way out of the building, closing your front door behind you. Call the Fire and Rescue Service when you’re safely outside the building on 999 or 112.
  • If you are in a communal area when you become aware of a fire, you should evacuate the building immediately. Again, call the Fire and Rescue Service when safely outside the building on 999 or 112.
  • If you are not directly affected by the fire, you can remain in your home unless you’re told to leave by the Fire and Rescue Service. This advice does not stop you leaving the building if you wish to do so, nor does it stop you from alerting your neighbours to fires so that they can also leave.

  To find out more, take a look at this London Fire Brigade safety video.

• If you live in a 'total evacuation' building

  There are apartment blocks that do not - or cannot - follow the ‘stay-put’ policy, such as converted properties. In these cases a total evacuation policy will be in place. This means that when a fire occurs or the fire alarm sounds all occupants should evacuate the building. If you’re made aware of a fire please take the following steps: 

  • Leave the building, closing all doors behind you
  • Do not use the lift
  • Do not return to the building for any reason until authorised to do so
  • Call the Fire and Rescue Service once you’re safely outside the building, on 999 or 112
  • Once you’re out of the building and the emergency services have been notified, (if possible) phone our Customer Service team on 0300 323 0011

  To find out more, take a look at this video from the London Fire Brigade.

• Fire doors

  In most cases, the entrance doors to flats accessed from a communal area should be self-closing fire doors. We undertake regular inspections of entrance doors to apartments and we replace doors when they are assessed as sub-standard. However the replacement of leaseholder entrance doors is not within our remit. As such, leaseholders should ensure that their entrance doors is a FD30S self-closing fire door where required.

  A self-closing fire door is one that will close fully into the frame by way of a self closer. This could be either an overhead closer (a box at the top of the door with a hinge) or concealed closer (a chain buried within the door and the frame).

  If your door does not have a closer in place, or is not shutting properly, please call 0300 323 0011 to request a repair.

• If you can smell gas

  • Put out cigarettes and do not use matches or naked flames
  • Do not operate electrical switches or doorbells
  • Open all doors and windows and keep them open
  • Shut off the gas supply at the meter control valve
  • Check to see if a gas tap has been left on accidentally, or if a pilot light has gone out
  • Phone your gas supplier or the National Grid Emergency Freephone number: 0800 111 999. 
• If you're concerned about the safety of a gas appliance

  It is illegal for anyone to use a gas appliance if they suspect it is unsafe. Turn the appliance off and do not touch it until it has been checked by a Gas Safe registered engineer. If you notice any of the following warning signs below, please contact us to book in a gas safe engineer to attend your property:

  • The gas appliance is not working properly
  • The appliance is burning with a lazy yellow flame rather than a crisp blue one
  • Black marks/stains are evident around the gas appliance
  • The pilot light keeps going out
  • There is increased condensation in the room.