Independent · not part of Moat
Moat repairs: how to report a repair, phone numbers and timescales
How to report a repair to Moat: the repairs phone numbers and emergency line, reporting a repair online, and how long Moat has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: moat.co.uk
Has Moat been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Moat’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Moat’s emergency line is here.
How to report
Reporting a repair to Moat
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Moat misses its own target, complain. You may also be able to claim.
- Emailcustomer@moat.co.uk
- WebchatOn the Moat website, 8am to 5pm, Monday to Friday.
- TextText service: 07786 202 505.
Emergency repairs
When to call Moat straight away
Phone Moat straight away if anything puts someone in danger or leaves your home unsafe. Open 8am to 5pm, Monday to Friday. Emergencies are handled out of hours, weekday evenings and all weekend. The number is in Moat’s repair contacts.
- 01No electricity in your home (not a power cut)
- 02No water anywhere in your home
- 03Major flooding or a gas leak
- 04No heating between 1 October and 31 March
- 05Your home can’t be made secure
- 06Your only toilet won’t flush or is leaking sewage
- 07Sewage coming into your home from a blockage
- 08Electrical faults that could cause a fire or injury
What counts as an emergency, from moat.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Moat.
Timescales
How long Moat has to fix it
Moat’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Moat’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursMoat aims to attend within 24 hours. It may make things safe first and come back to finish the repair. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Moat says it has built the Awaab’s Law timescales for investigating and dealing with serious damp and mould, in force from 27 October 2025, into how it handles damp and mould reports. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from moat.co.uk and Moat’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Moat doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Moat for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Moat
This can get Moat to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Moat to put things right. In its recent decisions about Moat, it ordered between £150 and £900 in compensation.
How to complain to MoatYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Moat
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Moat
Acknowledged within 5 working days, with an outcome within 10 working days of that.
- Stage 2
Ask for a review
Ask for a review within 10 working days of the stage 1 outcome. Acknowledged within 5 working days, with the review completed within 20 working days of your request.
- Then
Housing Ombudsman
Independent. It can order Moat to put things right.
Moat’s record
How Moat performs on repairs
Dec 2024: The regulator found weaknesses in Moat’s repairs service, especially non-emergency repairs and damp and mould work, and a high number of complaints, though safety checks and knowledge of its homes’ condition were sound.
of Moat tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Moat in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Moat
- How it handled leak and damage caused.Maladministration
£600 ordered - How it handled reports of a loss of heating and hot water, and low water pressure.Maladministration
£150 ordered - How it handled roof repairs.Maladministration
£900 ordered
Sources: Regulator of Social Housing judgement, 18 December 2024; Moat tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Moat’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Moat repairs: questions
What is Moat’s repairs number?
0300 323 0011 (Repairs and emergencies) or 01233 647396 (Stanhope estate, Ashford). Open 8am to 5pm, Monday to Friday. Emergencies are handled out of hours, weekday evenings and all weekend.
What is Moat’s emergency or out of hours repairs number?
0300 323 0011 (Repairs and emergencies). Open 8am to 5pm, Monday to Friday. Emergencies are handled out of hours, weekday evenings and all weekend.
Can I report a repair to Moat online?
Yes, at my.moat.co.uk. Report a repair any time through your myMoat account. Phone for emergencies.
How long does Moat have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Moat tenants?
Since 27 October 2025, Moat must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Moat’s own damp and mould commitment: Moat says it has built the Awaab’s Law timescales for investigating and dealing with serious damp and mould, in force from 27 October 2025, into how it handles damp and mould reports.
How do I complain about a repair to Moat?
Complain to Moat first, online. Acknowledged within 5 working days, with an outcome within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Moat?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Moat for you. It’s free to check.
Start your claimIs Report Repair part of Moat?
No. Report Repair is independent and not part of Moat or any council or housing association. We show Moat’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Moat has to fix, by problem
Not Moat?
Other landlords in the South of England
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- New Forest District Council repairsCouncil
- North Devon Homes repairsHousing association
- Norwich City Council repairsCouncil
- Ocean Housing repairsHousing association
- Southern Housing repairsHousing association
- Sovereign Network Group repairsHousing association
Reported a repair to Moat and still waiting?
About 2 minutes. No documents. Free to check.