Coronavirus updates ×
We’re committed to maintaining our core services while keeping our residents and staff safe. Read the latest updates on our services.
Following the Government’s announcement of a second national lockdown, we’ll continue to provide our full range of services with strict safety measures in place.
Please let us know if you are vulnerable or showing symptoms of the Coronavirus to keep you, our staff and contractors safe. Where possible, please use MyMoat to access our services, keeping our phone lines free for those who need urgent support.
We have several months of repairs to deliver due to the initial 78-day lockdown period where we were unable to access your homes. We are prioritising repairs reported at that time that we haven’t carried out yet, along with new emergency repairs.
As a result, there will be wait times of up to eight weeks for new routine repairs you report, and we’ll call you as soon as we can schedule your appointment.
Take a look at our video to see what to expect during a repairs visit.
If you’ve already reported a routine repair, you don’t need to do anything.
As you can appreciate, we are extremely busy working through our backlog of repairs, so please wait for us to contact you. This will allow us to keep our phone lines free to help those who have emergencies or need our support.
Please try and keep the appointment we give you. Due to the backlog of repairs we are working through you may have to wait even longer if you need to reschedule.
If you no longer require the repair you have reported, please email email@example.com to let us know.
Since we went into lockdown, we have followed government advice closely, reducing our repairs service to emergency repairs only. This has led to a large backlog of repairs to catch up on over the coming months.
We are working with our contractors to prioritise repairs and clear the backlog. On top of this backlog we are also experiencing an increased number of new repairs each week. We are working as quickly as possible to carry out repairs, but it is taking us longer than normal to do them. At this stage we are unable to give a timescale as to how quickly your repair will be carried out.
When we carry out your repair, we’ll need to work in line with government guidance on social distancing, which means some jobs might take longer to complete than usual.
Although it will take us a while for us to get through the backlog, we will do our utmost to complete your repair promptly. Thank you for your patience and understanding.
Our contractors are following government guidance while carrying out repairs in your home. Take a look at our short video to see the measures we have put in place to keep everyone safe.
The quickest way to report a routine repair is via MyMoat. You can log into or sign up for a MyMoat account.
You can also report a routine repair by emailing us at firstname.lastname@example.org.
If your repair is an emergency, please call our Customer Service Centre on 0300 323 0011.
Emergency repairs are:
Emergency repairs of our communal areas are:
When you report a 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.
If your repair is an emergency and you are self-isolating, we will complete the repair and our operatives will wear full personal protective equipment (PPE). We will talk to you about this process and agree on the most appropriate steps to take.
If you report a routine repair and you are self-isolating, we will schedule your appointment to take place once your self-isolation period has ended.
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 and you can find more information on our Financial Wellbeing page. 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 with our Customer Accounts Team at email@example.com 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 supportive approach and as there are no court hearings at present, we are keen to use this time to help you to maintain your rent payments.
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 for payment agreements.
If you cannot pay, you need to talk to us. We can help. If you do not pay and we do not hear from you, we will continue to contact you to remind you that payment is due, and ultimately we may serve you with a Notice of Seeking Possession, which will enable us to apply for a court hearing at a later date.
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. If you take an advance payment you would be expected to use some of this to pay your rent. 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. We can give you help and advice if you are not sure whether you can claim.
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. Wherever possible, try and maintain payments so you don’t build up arrears which are more difficult for you to repay 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 us so we can discuss this with you. 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.
We will carry out estate inspections in line with Government guidance and have measures in place to keep you and our staff safe. Our usual schedule of communal cleaning and grounds maintenance services will also continue during this current lockdown period.
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.
The Government has eased restrictions around communal play areas and our playgrounds are now open.
We have inspected all our play areas and carried out improvements to make sure that they’re in excellent working order. Going forward, our cleaning contractor will visit all play areas weekly to clean and sanitise them.
To enjoy your playground safely and help prevent the spread of the coronavirus, please practise social distancing at all times and wash or sanitise your hands thoroughly before and after play. As an extra precaution, you can also carry wipes with you to clean off touch points
During the second national lockdown, we will continue to work with local councils to allocate our vacant homes for rent.
We will conduct online viewings of these homes in order to keep you and our staff safe. If you are nominated for one of our homes, we’ll be in touch to schedule an appointment for a virtual tour. Alternative viewing methods will be provided where customers have difficulty with digital processes or internet connection at our properties is poor.
For information on viewings of our homes for shared ownership, please visit our dedicated sales site.
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.