I wanted to personally follow up on my email from last November about the changes to our repairs service.
The 12-week notice period with Morgan Sindall has now ended and we've selected Mears as our interim repair’s partner. Before I share more details, I want to say I’m genuinely sorry for any frustration or inconvenience you've experienced with our repairs service. I know it hasn't been good enough and you deserve better. I’m confident that having Mears on board will make a positive difference to the service you receive.
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What this means for you now
For the next 18 months, Mears will be taking care of all repairs and maintenance for your home and/or communal areas. We’ve selected Mears because they share our commitment to putting our residents first and delivering a quality repairs service.
While I’d love to tell you everything will be perfect overnight, I need to be honest with you. It’s going to take some time to clear the backlog of repairs and get everything running smoothly. Bringing in Mears isn’t a quick fix but it’s a step in the right direction and we’re doing everything we can to minimise disruptions while we get our repairs service back on track.
If you're currently waiting for a repair, there’s nothing you need to do – Mears will contact you directly to arrange this. For any new repairs, you can reach us through your usual preferred method:
MyMoat: Moat.co.uk/mymoat
Email: customer@moat.co.uk
Call: 0300 323 0011
Want to know more?
We've put together a short video where you can meet the team overseeing the interim contract. For the latest updates, information on our performance and FAQs, visit our website or join our Facebook Repairs Service Group – we'd love to have you there.
Thank you for your understanding during this transition. If there's anything else you'd like to know, please don't hesitate to get in touch with us.
Best wishes,
Gavin Cansfield
Chief Executive
