We held our latest Repairs Forum on Tuesday 29 July 2025 and we want to say a big thank you to our customers who attended the meeting.
Chaired by Moat resident Lorraine Ash, the forum meeting gave customers the chance to speak directly with both Moat staff, and our interim repairs provider, Mears. It was a great opportunity to share feedback, talk through recent experiences and discuss how we can keep improving our repairs service together.
Here’s what Lorraine had to say about the session:
'Our latest Repairs Forum was a really positive and encouraging session. We had a great mix of customers join us both in person and online, including general needs residents, shared owners, and leaseholders.
It was clear to everyone in the room that Moat and Mears have made significant progress in tackling the backlog of repairs and there’s a real sense of commitment and drive. It genuinely feels like the repairs service is moving in the right direction.
We also talked about how realistic some of the current repair targets are, like the percentage of appointments kept. It’s important that targets are ambitious but achievable, and as a forum we recommended that Moat consider reviewing this as the new repairs service, coming in September 2026, takes shape. A big thanks to Kathy and Terence, two of our customer advocates and forum members, who recently supported the procurement process for the new contract - their input was invaluable.
So, in summary, there’s still more to do, but the progress Moat and Mears has made so far together is definitely promising – let’s keep up the momentum!'
What’s next?
We’ll be meeting again for the next Repairs Forum on 23 September (11am to 1pm) at our head office in Mariner House. We’d love to see you there!
