A Stanhope PFI customer is someone who lives at Stanhope in a property that is owned by Ashford Borough Council and receives services from Moat and Morgan Sindall Property Services (MSPS).
You can find out if you are a PFI customer by checking your tenancy agreement. If your tenancy agreement has an Ashford Borough Council logo on it then this means they are your landlord, but they outsource tenant services to us (Moat) and MSPS.
Your services differ in that MSPS are responsible for your repairs and they have a contract with Ashford Borough Council to deliver these services. MSPS also maintain parts of the communal areas in which you live.
We have a contract with Ashford Borough Council to deliver your housing management services. This includes help with your rent, tenancy related enquiries, anti-social behaviour issues and if you have any queries, compliments or complaints regarding our services or the services provided by MSPS.
You may have recently received notification from Moat that Mears will be their long-term repairs service partner, later this summer.
This update is to confirm that as an Ashford Borough Council tenant, your repair and maintenance services remain unchanged. Morgan Sindall continues to take care of all your day-to-day home maintenance.
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Chrysalis was formed in 2007 under a 30-year Private Finance Initiative (PFI) contract. PFIs are a funding partnership between the Government and private companies. The PFI contract involved the demolition of flats, the refurbishment of houses, and the construction of new homes and a commercial centre at Stanhope. It covers the properties owned by Ashford Borough Council and some (but not all) of the open spaces.
The remainder of the estate is a mix of private housing and affordable housing provided by Moat.
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Ongoing tenancy and housing management services for the whole estate are provided by us (Moat). This includes dealing with tenancy issues, working with partners to manage anti-social behaviour, taking enforcement action, and undertaking estate inspections. You can also contact us if you have any queries, compliments or complaints regarding our services or the services provided by Morgan Sindall Property Services. EMS oversees management of the estate, reporting to the Chrysalis Board and Ashford Borough Council. Morgan Sindall Property Services is responsible for the day-to-day maintenance of the PFI properties and public areas under the PFI (this is not the whole estate) which include the play areas.
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Our office is co-located within The Stanhope Centre where we are based with MSPS. We are open to the public 3 days a week to answer your queries via our reception service. Our office is closed on public holidays:
Monday 10am – 2pm
Wednesday 10am – 2pm
Friday 10am – 2pm
You can access the office using the intercom system at the front door. The Stanhope Centre, Otterden Close, TN23 5TH
If you can’t visit us in person, you can contact us via any of the below methods for general enquires. For out of hour emergencies including weekends and public holidays, you can call us on 01233 647396.
MyMoat is the quickest and easiest way for you to contact us. You can also pay your rent at any time of day, report repairs and more. Just log in to your MyMoat account. Want to find out more about MyMoat, its features, and how to use them? Head over to the MyMoat page for more information.
Phone: 01233 647396 8am – 5pm Monday to Friday and 24 hours for emergencies.
Email: Stanhopecustomer@moat.co.uk
Morgan Sindall Property Services (MSPS) manage all your home and communal repairs. Here’s how you can report a repair:
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Worried about damp and mould in your home or communal areas?
Read our guide on how you can Spot it, Report it and Sort it.
Welcome to your Spring 2026 edition of Your Stanhope - a local update for all residents of Stanhope in Ashford. In this edition, you can find:
Love Where You Live and Summer Fair dates.
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