Below you will find information and advice on emergency repairs, fire safety, gas safety and more.
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.
We would consider the following as normal everyday life and not 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.
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.
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 email@example.com.
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.
To find out more, take a look at this London Fire Brigade safety video.
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:
To find out more, take a look at this video from the London Fire Brigade.
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.
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:
Routine health and safety checks are carried out on communal lifts, fire alarms, emergency lighting, automatic smoke vents and communal door entry systems by specialist contractors. These contractors also report any other health and safety concerns they have around communal areas; any maintenance required to shared spaces; concerns around resident behaviour and any fire hazards. If you have an allocated managing agent or managing company, they will be responsible for many of these tasks. This is reflected in your service charge payments.
If you need to raise any health and safety issues which cannot be resolved by your Neighbourhood Services Manager, please email firstname.lastname@example.org.
Emergency health and safety repairs within communal areas will be attended to within 24 hours or sooner. In most cases, the contractor will only make safe and a further visit will be required to carry out a full repair. If you or your visitor causes damage to your home or communal area, please ensure you repair damage immediately. If we repair the damage caused by you or a visitor, you will be recharged accordingly.
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 so please let us know via MyMoat or by calling 0300 323 0011. We have a responsibility to treat any pest control issues within communal areas, however we are not responsible for pest control issues within individual homes. If you have an issue inside your home, please contact your local authority or a private pest control company.
We have very strict rules regarding abandoned vehicles. Any untaxed vehicle that appears to have been abandoned in our neighbourhoods will be issued with a notice giving 14 days for the owner to remove it. After this time we may remove the vehicle and the owner will be liable to pay the cost of removal. You can report an abandoned vehicle to us via MyMoat.
Defect 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. To report a defect, please log into MyMoat.
Not a Moat customer? If you want to report an issue with a Moat property or tenant, please contact us.