If you’re renting with us and you have a problem with your heating or hot water, make sure to call our heating team, Sureserve, directly at 0208 269 4501 or head to sureserve.co.uk/contact-us. 

Sureserve, gets very busy during cold spells, which means wait times for calls can be longer than usual. We’ve heard that some customers are experiencing delays with getting through to Sureserve over the phone, and we’re sorry if this has affected you. Thank you for your patience and understanding during this busy time. We encourage you to stay on the phone and your call will be taken as soon as possible.

Published: 28 January 2026

Next update: 4 February 2026

We've committed to improving our repairs service and your experience. To keep you updated on our performance we’re sharing weekly performance figures with you.

If you use a pre-payment meter for gas, electricity, or both, and you’re finding it hard to keep up with rising energy costs, you’re not alone. Many people are feeling the pressure right now.

If you’re struggling, support may be available. The first step is simply having a chat with our Income and Advice team. We’re here to listen, understand your situation, and talk through what help might be available for you. Get in touch and a member of our team will be happy to help.

Call us on 0300 323 0011
Email: customer@moat.co.uk

We've committed to improving our services by tailoring them to your needs. To do this, we'd like you to let us know if any members of your household have any vulnerabilities and disabilities.

Please take a few minutes to update us via your online customer account, MyMoat. Don't have an online account? Click here to sign up. You can also call us on 0300 323 0011 to update your information.

Head of Repairs Partnering, Lanier, shares a new video update on our repairs service - what's improved, what still needs work, and what you can expect next.

We know how important a reliable repairs service is to your day-to-day life, and we're committed to making it better.

To stay in the loop with the latest service updates, head to our Improving your repairs experience page, or why not join our Moat repairs service Facebook page.

We first launched our Spot it, Report it, Sort it campaign back in 2022 to help you easily recognise the signs of damp and mould - and to make sure you know exactly what support is available if you need it.

We're continuing to regularly update the campaign, so you’ll always find the latest advice, practical tips, and ways to get help when you need it most.