Scrutiny Projects

We believe your voice matters

At Moat we're dedicated to working with you, our customers, to improve our services and standards through a process called scrutiny.

What is scrutiny?

Scrutiny is a way for you to review and influence our services. It involves panels of customers like you, sometimes alongside Moat staff, examining how well we're meeting your needs and suggesting improvements.

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How does scrutiny benefit you?

Your feedback helps us improve our services to better meet your needs.
It ensures we're accountable for delivering what we promise.
It gives you a stronger voice in shaping our services.
It allows us to work together to achieve better results for all residents.

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Our flexible approach

We've partnered with TPAS, tenant engagement experts, to develop our scrutiny process. Together, we've introduced different ways to participate, making it easier for more customers to get involved:

'Bootcamp' scrutiny: A one-day workshop focused on a specific topic.
'Task and finish groups': A series of meetings over a few weeks or months, tackling a particular issue.
'Traditional' scrutiny: A more in-depth process involving a core panel and subgroups, examining complex topics over a longer period.

We choose the most appropriate method based on the topic's complexity, urgency, and the level of customer involvement needed.

TPAS Principles

We worked with TPAS to ensure our scrutiny model follows their five key principles:

Independence
Inclusivity
Positivity
Constructiveness
Purpose

These principles ensure that our scrutiny process is fair, effective, and truly customer led.

Find out more

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Recent scrutiny projects and recommendations

Your input through our scrutiny projects is already leading to real changes. We're committed to continuing this process, ensuring that your voice shapes our services. `

Here's how your feedback is improving our services so far:

Our gas management process (Nov - Dec 2024)
You told us:

We need to improve communications and ensure customer service is consistent.

So far we’ve made these improvements:
- Our gas contractors now offer a shorter time slot and fit round school times if customers request it.
- Gas engineers will receive customer service refresh training to ensure all customers receive the same level of service.
- Other recommendations over appointment reminder texts and satisfaction surveys are being looked into.
Responsive Repairs Communication (April-June 2024)
You suggested:

Better communication throughout the repair process.

We're working on:
- Improving how we keep you informed from booking to completion of repairs.
- Enhancing our digital tools to make it easier for you to report and track repairs.
Damp and Mould Service (December 2023)
You asked for:

More transparency and clear performance data.

We’ve made these improvements:
- We've updated our policy to clearly explain how we support shared owners with damp and mould issues.
- You can now find quarterly performance updates on our website, making it easier for you to see how we're doing.
Financial Support (October 2023)
You told us:

We need to communicate better about our financial support.

We listened:
- We now include a cost of living feature in our quarterly newsletters.
- We’ve promoted the benefits of using our online Better Off Calculator to help you manage your finances.
- We're organising more in-person events where you can talk directly with our staff about support options.

What's next?

Our new Customer Scrutiny Panel have been overseeing Moat’s performance and will be deciding which areas to scrutinise over the next year.

Find out more about the Customer Scrutiny Panel.

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Want to get involved?

We’d love you to get involved with our future projects - your participation can lead to more positive changes for all Moat customers.

If you'd like to share your experiences and help improve our services, please contact us:

Email: Feedback@moat.co.uk
Phone: 0300 323 0011 (Monday to Friday, 8am - 5pm)

Join us in shaping the future of Moat's services. Your input can make a real difference!