How we're taking action

• We're committed to acting on your feedback: We’ve launched our new Customer Influence Strategy which sets out how we'll listen to, learn from, and act on our customers' feedback. Developed with the help of TPAS and co-created with customers, this strategy ensures your voice directly shapes our services, allowing us to work together to create a better Moat for everyone.

• Shaping Our Repairs Service Together: We know how important a reliable and efficient repairs service is to you. That’s why we’ve been actively listening to your feedback—and we’ll continue to do so. Through surveys, forums, and other channels, we’ve been gathering your views to better understand your needs and expectations. Your input has already played a key role in shaping our decisions, including the selection of our next repairs and maintenance partner. And as we move forward, your voice will remain central in ensuring the service continues to work well for you.  We’re also working closely with our customer-led Repairs Forum, which has been instrumental in helping us shape and improve the service. This ongoing collaboration is key to delivering the repairs service you deserve.

• More ways to share your voice: We know you’re the expert when it comes to living in your home and community. That’s why we’re providing more chances for you to influence how we deliver the services you receive. As well as our existing group of Customer Advocates, our new Customer Scrutiny Panel will have a direct link to our Board and senior management, meeting regularly to oversee customer insights. Our Scrutiny Panel will share their lived experiences and provide recommendations on specific service areas through one-day workshops or longer projects. Help us make our communications crystal clear by joining our Editorial Review Team. Or, if you’re keen to have your say on our repairs , you can join our Repairs Forum quarterly meetings, email feedback@moat.co.uk for more details.

• Putting bad service right: We send a text survey to every customer who contacts us through our Customer Service Centre, asking them to rate the service they received. We've reached out to all customers who scored a 1 or 2 (dissatisfied or very dissatisfied) to try and resolve any issues they may have.