Published: 27 May 2026

Next update: 3 June 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.

Over the past few months, we’ve been carefully reviewing the proposed contract for our long-term repairs partner. We’ve looked closely at both cost and quality to make sure it delivers the standard you expect.

The Section 20 customer consultation is now completed, and we’re pleased to confirm we’re in the process of awarding Mears the long-term repairs contract. This will be a 10-year partnership, focused on delivering a more reliable, high-quality service.

We’ll keep improving the current service while we prepare for the new one, which we plan to launch late summer 2026.

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.