Coronavirus and our services: updated 4 September 2020

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.


Our repairs service

Following Government guidelines, we have only been able to provide emergency repairs. Now restrictions are being eased, we’re restarting routine repairs from the 1 July 2020.

Take a look at our video to see what to expect during a repairs visit.

Rent and service charge support

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 customer@moat.co.uk 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.

Estate inspections and play areas

We have re-established our full estate inspections programme. We will carry our inspections in line with Government guidance and have put measures in place that will keep you, our staff and contractors safe during these inspections.

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 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.

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 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.

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.

If you, or someone you know, are in immediate danger dial 999.

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.