Coronavirus and our services: updated 4 November 2020

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.


Our repairs service

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.

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 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 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, cleaning and grounds maintenance

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.

Viewings and lettings

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.

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.