Coronavirus and our services: ×
We are working hard to maintain our services safely during the national lockdown, and like most other organisations, we are experiencing some unavoidable disruption.
As Coronavirus cases increase, everyone is more susceptible to infection. Our teams are not immune from this. There may be occasions where we need to do things differently, services may take longer, you may have to speak to a different member of the team, or we may need to re-arrange appointments due to staff illness and reduced numbers.
We are grateful for your continued patience and understanding where our services have been affected by the lockdown or safety restrictions. Continuing to provide our services remains our top priority and will do all we can to help you at this difficult time.
We’ll continue to follow strict safety measures when visiting your homes or estates. Watch our video for more information on the steps we are taking for Covid-safe repairs. If we are scheduled to visit your home, please let us know if you have symptoms of the Coronavirus.
We will continue to provide a full repairs service across all tiers. Working in line with government guidance to keep everyone safe does mean that some jobs are taking longer to complete than normal. We appreciate your patience in this challenging period.
We are prioritising repairs reported during the initial 78-day lockdown period that we haven’t carried out yet, along with new emergency repairs. As a result, there will be wait times of up to five weeks for new routine repairs you report, and we’ll call you as soon as we can schedule your appointment.
We're taking extra precautions when visiting your homes and we ask that you do the same. You can download our leaflet for information on these safety measures and watch our video on 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 firstname.lastname@example.org 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 email@example.com.
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 continues to be 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 service charge. 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 Web Chat facilities available and you can arrange for a member of our team to 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 and service charge the priority it should always have.
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. It is important that you maintain your agreement/court order as much as possible.
We understand that some of our customers are in the habit of paying their rent at a shop or Post Office, but we have a number of really easy ways for you to pay that keeps you safe and at home:
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. Please visit www.understandinguniversalcredit.gov.uk for more information.
We’re carrying out essential estate and communal area inspections along with health and safety compliancy checks. We are working hard to maintain these services safely, and like most other organisations, we are experiencing some unavoidable disruption.
There may be occasions where we need to do things differently, services may take longer, you may have to speak to a different member of the team, or we may need to re-arrange appointments due to staff illness and reduced numbers.
To keep you and our staff safe, and to help prevent the spread of the virus, we are trying make sure our staff are on site for essential tasks only. If you see us out and about, please do not approach us directly and keep a safe (at least 2 metre) distance.
The quickest way to report any issues is via MyMoat. You can log into or sign up for a MyMoat account here. You can also report issues by emailing us at email@example.com. If your issue is an emergency, please call our Customer Service Centre on 0300 323 0011.
Estate inspections and inspections of communal areas are an essential function that help to keep you and your building safe and clean.
To keep your building safe, we will:
To keep you safe during our inspections, we will:
We continue to work with our contractor, idverde, to maintain the communal gardens, landscaping, paths, verges and car parks we own. This includes cutting grass, tidying plant beds and borders, pruning hedges, collecting leaves and spraying weeds.
As Coronavirus cases increase, there may be occasions where services take longer or we need to re-arrange visits due to staff illness or self-isolation.
Some of your communal outdoor areas may be owned by your local council who are responsible for their upkeep and maintenance. Please contact your local council if you have any queries related to these council-owned areas. If you’re unsure which areas are maintained by Moat, please contact your Neighbourhood Services Manager to request a map of these boundaries.
Download our leaflet for full details of the grounds maintenance service we provide.
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 national lockdown, we will continue to work with local councils to house people in our rented homes. We will also support existing Moat customers who require an emergency move. Mutual exchanges will continue, and customers must follow social distancing guidelines while exchanges take place.
To keep you and our staff safe, customers nominated for one of our homes will be provided with a pre-recorded tour of the property or a live virtual viewing via Microsoft Teams or Zoom.
We can only conduct in-person viewings in exceptional circumstances. In these instances, both you and our staff members will be required to wear a face covering, unless you are exempt under Government guidelines. Please let us know before your viewing if you or anyone in your household has Coronavirus or is self-isolating.
Customers who would like to accept the offer of a Moat home will be asked to sign a digital tenancy agreement.
We will make arrangements for you to collect the keys to your new home in a way that limits any physical contact; this is usually via a key safe located at or near the property. Before you move in, we will take meter readings and make sure the property is ready for you to move in. We’ll call you before you move to discuss these details with you.
Customers should review and follow Government guidelines on removals and moving home. If you are moving into a home with shared communal spaces, it's also important to be considerate of other residents, and start your tenancy on the right foot.
For information on viewing 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 neighbourhood 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, Facetime and Zoom sessions. 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 with many 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’re committed to investigating and resolving ASB. However, due to the impact of Coronavirus it is now taking us slightly longer to investigate and resolve non-urgent cases.
You can continue to report ASB relating to a Moat customer if you feel that a situation cannot be resolved by yourself, is causing damage to the building or surrounding area or is persistent ASB. We will work with you and our partners to investigate and work to resolve matters. Examples of these might be loud music played on a regular basis, fly tipping in a communal area or an aggressive and uncontrolled dog. In these situations you can expect a response from us in five to ten working days.
If your situation is causing you significant harm, you can expect a response within 24 hours for high-risk serious reports. Examples of serious cases include hate-related crimes, domestic abuse and physical assault. Please call the Police on 999 if you are in immediate danger or at serious risk.
Some actions may not be considered ASB or may need to be reported to other agencies, and you can find more guidance 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.