Home

News

Coronavirus and our services: updated 13 January 2021

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.

Our repairs service

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 eight 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.

Rent and service charge support

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 customer@moat.co.uk 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.

Keeping our estates and communities safe and clean

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 customer@moat.co.uk. If your issue is an emergency, please call our Customer Service Centre on 0300 323 0011.

Viewings and lettings

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.

Retirement living customers

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.

Moat Foundation support

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.

Anti-social behaviour

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.

Domestic abuse

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.

Government advice

Contacting us

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.