Coronavirus updates ×
We’re committed to maintaining our core services while keeping our residents and staff safe. Read the latest updates on our services.
The health and safety of our residents, staff and contractors continues to be our top priority as we follow the Government and Public Health England’s advice to help prevent the spread of the Coronavirus.
We continue to monitor the situation on a daily basis revising our plans so we can continue to deliver our most essential of services. We will provide updates here on our website.
Following the Prime Minister's instructions to stay at home except for essential travel, we have had to make some changes to our repairs service.
We are now only carrying out emergency repairs. To raise an emergency repair please call our Customer Service Centre on 0300 323 0011.
When you report an emergency repair, you will need to let us know if you are self-isolating as a precautionary measure or have been diagnosed as having Coronavirus. This will allow us to take steps to keep you, our staff and contractors safe.
Customers who are in isolation and are reporting an emergency repair will experience some delays to our usual service. We will talk to you about this process and agree on the most appropriate steps to take.
We will only provide emergency repairs for the following issues:
We will also only provide emergency repairs of our communal areas; this means providing repairs for the following issues:
All non-urgent repairs have been postponed until we can resume our usual service. If you raise a non-urgent repair via MyMoat this will be recorded but not actioned. When we do resume our usual service, we will contact these customers to arrange an appointment to carry out the repair.
We know this is a worrying time and we understand that many of you will be affected financially by the measures the Government has put in place.
We’ve put together some FAQs about paying your rent, but if you need further advice and support, including helping you make claims for the benefits you’d be entitled to, get in touch with our Customer Accounts Team at firstname.lastname@example.org or go to Contact Us where we have WebChat facilities available and we’ll call you back.
We appreciate that situations are changing on a daily basis at the moment, so if your situation changes, please keep in touch with us so we can support you.
We know that this is a difficult time for everyone, and we will continue to support you through it, all we ask is that you keep in touch and give paying your rent the priority it should always have. We are committed to a ‘no eviction’ approach in line with national guidelines. However, this is not a permanent approach, you must continue to make rent your priority payment. If you can pay, pay. There will be no interest or additional charges added to your account.
If your household income has been reduced, we recommend that you make a claim for benefits, to include the housing element for your rent. If you are entitled to Universal Credit, you will be able to request an advance payment to give you access to funds straight away. The Government has put in place additional measures to ensure that claims are paid without delay, and some people who may not have been entitled to benefits before, will now be able to make a claim.
All we ask is that you make a claim for the benefits you are entitled to and pay to us your normal rent once your benefits are in payment. If you have had to wait for your benefits to be paid to you, meaning arrears have built up on your account, we will come to an agreement for this to be repaid at an affordable rate, once things have settled down. Wherever possible, maintain payments for now, because we don’t want it to be more difficult for you further down the line.
Mortgage lenders are offering payment holidays for up to three months for people whose income has been affected by the Coronavirus. This will need to be paid back to lenders, and interest is likely to be added. The Government has introduced additional support which means that you may now be entitled to claim for your rent to be ‘paid’ whilst your income is affected. Please visit www.entitledto.co.uk to check if you are eligible for help with paying your rent.
Our Financial Wellbeing Officers are available and can advise you on making a claim for benefits. Alternatively visit www.entitledto.co.uk and click on the online calculator tool to check if you’re eligible to make a claim for benefits during this time.
If your income has not been affected by the measures put in place, you will need to carry on paying as you normally do. If your income is affected, and you are now unable to meet these payments please contact is so we can discuss this with us. At the moment we are unable to return to court to amend or invoke court orders, but we will do so at the earliest opportunity. It is therefore important that you maintain your agreement as much as possible.
There are a number of different payment methods available to you:
We would urge you to use our digital channels, our telephone lines are extremely busy and at times may not be able to offer this facility at all. However, if there is absolutely no option, we can still take payment over the phone. We would rather this than you not pay or place yourself at risk.
HMRC have setup a helpline for people who are self-employed and businesses that are faced with financial difficulties. They will provide advice on your tax and benefits. Call them on 0300 456 3565.
Universal Credit guidance for claimants that are self-isolating has been published by the Department for Work and Pensions (DWP). You will not be sanctioned if you do not attend your Job Centre appointments.
In line with Government guidance, we have temporarily reduced our estate inspections and will only be carrying out essential inspections which have been identified as an absolute priority.
We have put measures in place that will keep you, our staff and contractors safe during these inspections.
Estate inspections are a critical function that keep you and your building safe. It is important for us to maintain the safety of our communities, especially in these extraordinary times.
We are taking all the necessary steps to protect our customers and staff who live and work at our retirement living schemes. We are following Government guidance and advice regarding social distancing and the protection of our older and vulnerable customers.
Our Moat Foundation team is working closely with our neighbourhoods and retirement living teams to provide further advice and support to vulnerable residents as well as our wider communities.
While our Community Hubs are not currently running their normal activities, Moat Foundation and our partners are providing essential local advice and support through phone contact, emails, Facebook and Facetime. We are working with number of partners to ensure that vulnerable individuals and the elderly are supported with access to volunteers, to help them with essential tasks such as shopping, picking up medicines and linking people to support-networks in their locality.
Download the leaflets below for information on what support is available in your area, both from us and trusted community partners.
You can contact our regional Moat Foundation Officers for further advice and support, their contact details are listed below.
Moat Foundation are here to help you access the following:
More people than usual will be in their homes for extended periods of time as they follow the Government’s advice. Many of our customers have children at home, are working from home themselves, or are key workers required to work shifts.We will need to adapt to these new ways of living. It is important for us to show consideration for those around us and patience with the changed lifestyles of people confined to their homes. Please be aware of your actions, the impact they could have on your neighbours and whether they could be perceived as anti-social behaviour (ASB). We are still actively dealing with reported incidents of ASB.
For advice on what is and isn’t classed as ASB and how to report it, please click here.
Whilst home is widely considered the safest place to be for many, this is far from reality for victims of domestic abuse.
There are a number of organisations and national helplines that can provide support, advice and guidance if you are worried about your own personal safety or the safety of another family member whilst you are at home together during self-isolation and lockdown. Click on the dropdown below for their contact details.
If you, or someone you know, are in immediate danger dial 999.
Our Customer Service Centre remain available between 8am and 5pm. You can contact them by:
All of our offices are closed. Staff are working from home, they are still contactable in the usual way via email, WebChat and Telephone.
Letter to all Moat residents, sent 20 March 2020, regarding the Coronavirus outbreak and our services.