Moat Homes Limited Dartford reviews

★★★★★ 5/5

Google

I had a genuinely pleasant experience with Moat Homes, thanks to Ben Davis. Ben was the sales executive who supported me throughout the entire process, from the very beginning right through to completion for (Herne Bay). He was extremely professional, reliable, and always prompt in responding to my emails and enquiries. Ben was also very patient and calm, taking the time to explain everything clearly and making the whole process feel much less stressful. His support and consistency made a real difference, and I truly felt looked after. I wouldn’t hesitate to recommend Moat Housing, especially with someone like Ben representing them.

Ola · 17 March 2026

★★★★★ 1/5

Google

I had an extremely distressing experience with this housing association that I would not wish on any parent. During a routine inspection, an officer saw a furniture safety strap (the type used to secure wardrobes and TVs to walls) that had been temporarily attached to a door for safety reasons. This was later described by them as “chaining a child’s door”, which is completely false. Based on this incorrect description, a safeguarding referral was made to social services. Being reported for something you have not done, especially when it involves your children, is terrifying and traumatic. Instead of checking facts, asking questions, or clarifying what the item actually was, they escalated it using highly exaggerated and misleading language. This has caused huge stress to my family and has damaged my trust in them completely. Safeguarding is important, but so is accuracy. Making serious allegations based on misunderstandings or misrepresentation is dangerous and irresponsible. I am now going through formal complaints processes to have the record corrected. No family should be put through this because of poor judgement and failure to verify basic facts.

Tv · 18 January 2026

★★★★★ 1/5

Trustpilot

Moats repairs are an absolute joke!!

We had a major leak in our kitchen at 6:30am. Water was POURING RAPIDLY out from somewhere, under the kitchen sink. We had no idea where the leak was coming from or how to turn the water off. The out of hours operative was extremely unhelpful. He told me to use a screwdriver to locate the stopcock in either the toilet or outside the property. I told the operative that I had no idea where the stopcock was and I was in a state of panic. The leak was atrocious! The operative told me he'd log it as a 24 hour call out! I told the operative that the house was flooding rapidly and we couldn't wait 24 hours! He then told me to ring back at 8am. At 8am, I phoned Moats back, only to be told that a plumber would attend within 24 hours. At 8:30am, water is STILL gushing and continuing to flood the kitchen!! An operative attended our property at 2:30pm (8 hours after we made the original call to report the leak). The plumber fixed the leak but our towels & kitchen furniture are ruined!! This was an EMERGENCY CALL OUT!! We were left for 8 hours with a major leak! Moats should be ashamed of themselves!

Gemma · 18 August 2026

★★★★★ 1/5

Google

We were promised great things when our homes were sold to Moat two years ago. We were told how they listen to residents and value us. What a disappointment it has been. In the twenty years since I moved into my home the external maintenance, bin stores, green areas and car parks have never been so run down and neglected. I have never seen rats in the bins until now because previous caretakers used to sweep all the rubbish out and keep them tidy after weekly bin collections. We have flytipped waste left for months on end and rarely see a caretaker on site. There is litter everywhere. Weeds are spilling into and blocking parking spaces, old maintenance fencing has just left to rust by previous contractors. I don't want these cowboys anywhere near my home, it doesn't really even feel like a home anymore to be honest. Asking customers for feedback just seems to be lip service. Jobs are not done properly. For example, the gutters were supposedly cleaned out last year, a job which badly needed doing and they are still full of rubbish. I watched the contractors go along with a bucket and they clearly couldn't be bothered to do the job properly. Their language and attitude was appalling and there was no oversight or quality control of the work by Moat. Our heaters were replaced last year, which should be a good thing, but the new ones are noisy and so far haven't saved any money at all. They are far less convenient when it comes to keeping my home warm throughout the day. All the benefits of storage heaters seem to have been lost. Plus in order to install them we have had hideous plastic trunking placed all around our flats. We have new windows that are almost impossible to flip around to clean from inside the flat, particularly for older or weaker residents. If these jobs are going to be done, they need to be done properly. There is no care or concern for the efforts residents go to to decorate their homes or make them look nice. I feel as though I am now living in a cheaply designed temporary office space. I used to feel quite proud of my home. I can see why residents give up trying to do our bit.

Rachelle · 15 July 2025

★★★★★ 1/5

Trustpilot

Avoid if you can

Took on a new build share to buy apartment and moved in quite quickly once they took ownership. Property then had damp and mould including communal areas. Their customer service is very poor, our neighbourhood manager - Desmond Thomas is very poor and doesn’t get back to you unless you file a complaint because of lack of communication. If you can, avoid Moat, there after sales communication is poor and despite other residents complaining about the same, nothing seems to get down, maybe 1 out of 10 things does. There idea to rectify the mould in communal areas is get the cleaner to wipe it of. Again avoid if you can, great shame as property itself is in a good location, shame really.

Dan · 3 February 2026

★★★★★ 1/5

Trustpilot

Whoever you are replying to the…

Whoever you are replying to the negative reviews please have some respect for humanity and put yourself in their shoes. Empathy is very important in life. You know very well that emails are not replied to and most of your customer service staff are not helpful! So why are you asking people to email

A · 1 August 2026

★★★★★ 5/5

Google

The empty homes & allocations officer Nicole Williamson has been a godsend. She is an absolute angel in disguise. She has helped me & my family with our big move in so many ways. She helped with all the paperwork & was amazingly patient with me ( as I don't do paperwork, all/most of my correspondences are via email) she spent hours on the phone with me guiding me through every step & she was so patient as I was on the verge of a breakdown due to not being able to find the right documents I needed to send, we got there eventually. Since signing the new tenancy, I have had a few minor issues, Nicole has helped sort out everything. I can not thank this amazing woman enough. She has changed our lives for the better & I will be forever grateful for that. I wish everyone in the housing sector was as amazing as Nicole, they need clones of her to run the whole housing system so everyone who needs help has a chance to be helped & touched by this angels great support, patience & wonderful greatness. Nicole keep up the amazing work & thank you for everything.

Vicky · 17 January 2025

★★★★★ 5/5

Google

We recently purchased our home with the help of Keeley, and we couldn’t be more impressed with the outstanding service we received. From the start, Keeley was professional, knowledgeable, and genuinely invested in helping us find the perfect home. She patiently answered all of our questions, provided clear explanations, and guided us through every step of the process with care. She always made us feel like a priority, responding quickly to our inquiries and accommodating our schedule for showings. What truly set Keeley apart was her attention to detail and commitment to making this an stress-free experience. Whether it was choosing the right flat for us, ensuring all paperwork was accurate, or simply offering reassurance during a big decision, she exceeded our expectations. Thanks to Keeley’s hard work and expertise, we found a home that we absolutely love. We highly recommend to anyone looking for a knowledgeable and dedicated real estate professional. Thank you for making our home-buying journey such a positive experience!

Minal · 24 November 2024

★★★★★ 5/5

Google

Rebecca Joyce and the team have been fantastic throughout the process. Rebecca is very supportive, patient and a diligent professional who tend to reply to our emails immediately. The team constantly, without fail, responds quickly and effectively with all our questions and kept us updated regularly. Rebecca has always been a great help, a value to this company as well as many others in this office ( Keeley and Ben who we contacted occasionally) . Overall, smooth and quick process. If you need to find the right solicitor, Shared Direction is the one who was recommended by the team. Cannot fault them! Huge thank you Moat Homes!

J · 20 November 2024

★★★★★ 1/5

Google

When moat housing took over maintenance/repairs they were all for responses quickly & accurately. While I only trust certain maintenance workers with 100% expertise. I now have experienced customers service very poor & lacking respect for their tenants. With a visit recently about having new windows & doors I found the approach was very frustrating & all one sided to say the least.. we was left very distraught & the anxiety levels pushed to 100%. We now find ourselves not confident with this company with regards have been in our house many yrs...with them having 10yrs contract left I hope they can improve the way they used to be and find that also works carried out are of high standard and respect to tenants always not all one-sided..

David · 17 March 2026

★★★★★ 1/5

Google

Moat Housing have no regard for human life or health & safety laws/regulations. I have no smoke seals around my front door & haven’t since I moved in here 7 years ago. I previously told Moat I have concerns that my front door was not fire safe but I was fobbed off. The 5 yearly health & safety inspection took place yesterday, & the surveyor confirmed my front door has no smoke seals, apologised & said it should be raised as an emergency repair, meaning someone would attend within 24 hours to repair it. I have called Moat who are refusing to do this repair as an emergency & they are now saying it will take place within 7 days. Essentially Moat Housing are happy for me & my family to die in our property if a fire breaks out; it’s also important to mention that fires in properties & on balconies have happened in my building that could have cost us our lives if they spread as we have no smoke seals. The customer service operative who currently has me on hold has said it would only be a 24 hour repair in the case of things like floods. This is illegal & inhumane. Do NOT rent or buy from a housing association who does not value your life & are so willing to break the law. This isn’t my first issue with Moat Housing but it is the biggest so far.

Milah · 17 March 2026

★★★★★ 1/5

Google

Update from previous review below: after so much hassle finally managed to complete our sale. I want to stress the fact that moat has been nothing but horrible. Anytime I wanted someone to chase their legal team I can never get anyone from moat to do this for me. Their response was 'Your solicitors need to do this' which obviously they have been however just never get any response or even get through the phone to them. Customer service is absolutely apauling and they have been nothing but difficult to get our sale sorted. Never go with moat or if you are dealing with these developers be prepared to be disappointed! I been trying to get hold of the post sales team regarding our house sale and they have been nothing but a pain! Our solicitors haven't been able to get anywhere with them hence been trying to contact directly and Everytime you ring them, no one is available to take your call. You are told someone will get back to you in 5 days. It's an absolute joke!

Vini · 17 February 2026

★★★★★ 5/5

Google

Rebecca is amazing! I have just completed the purchase of my shared ownership property, and from start to finish, Rebecca has been an absolute joy to work with. As a first-time buyer, there were some worrying moments, but I always felt supported and well-informed throughout the process. No matter how many times I called or emailed, Rebecca was never too far away with an answer. I am looking forward to seeing how the next step of the journey with Moat goes, but so far, I really can't complain. I am super excited for my family and me to create new memories in our new home.

Stacey · 19 May 2024

★★★★★ 5/5

Google

Keeley Sadgrove has been amazing throughout my whole journey of buying my new home at Pippins Place, West Malling - prompt to respond and always willing to help - a true credit to Moat Housing

Sharon · 26 November 2025

★★★★★ 5/5

Google

My new home is just fantastic places to live withme andmycarer. There is So much room and just amazingly quiet. Nicole made the whole process very smooth and kept me informed throughout. Moving is always a pain but coming to my new home is just a dream come true. I never thought that I would have something so lovely and I thank Nicole and moat housing for all your help

Kenny · 1 October 2024

★★★★★ 1/5

Google

What a truly miserable housing association. Very quick to send letters about communal areas and buggies, cannot put up door wreaths or decorations for Christmas. Give flats to people with children with no lifts or consideration. Not as quick to action repairs for their shoddily built new builds where and slight brush past the walls the paint runs off. Cupboards fall apart, there’s condensation issues. But are always quick to write and send out nastily written letters. Awful.

Renata · 26 December 2025

★★★★★ 5/5

Trustpilot

I have rented my home with Moat for 15…

I have rented my home with Moat for 15 years and they have been amazing. I love my home and the area I live. Most repairs/work I get done myself unless it is a really big job. Moat have been great with any repairs that have been needed. My housing managers have been a guy called Ben and currently a lady called Yzanne, both have been helpful, approachable and lovely. The only thing I haven’t found easy is communicating with the gas repairs contractors who are certainly questionable.

Tabitha · 5 August 2026

★★★★★ 1/5

Google

This housing association has allowed me to go 5 days without a working boiler. No hot water, no heating with 2 kids and a disability. They have no idea, 5 days later when the boiler will be fixed. Their contractor K&T Heating is absolutely useless. Please do not consider a tenancy or shared ownership with this housing association. They will be your biggest regret. Update from Moat Response I have contacted your customer service team every day for the past few days and they have been absolutely useless. I have contacted K&T Heating and my local MP who has contacted Mary Gibbons the chief executive and I am still without a boiler. Still in a property whilst registered disabled with 2 kids and no basic utilities. Your response was generic and useless as expected.

Danielle · 10 February 2024

★★★★★ 5/5

Google

We recently took the Keys of our Shared Ownership New Build. We got in touch with Ben Davis and he set the wheels in Motion. Even when our Solicitors seemed to be on the go Slow Ben was always on hand to answer any emails or queries we had his professional attitude was second to none. Our New Home is amazing only been here for a few days but already feels to be more of a home than our council property ever was and we was there for 8 Years I’d definitely give Ben and everyone else from Moat 10/10

Jamie · 10 February 2024

★★★★★ 1/5

Google

Unwilling to resolve an intercom dispute that's been ongoing for over one year. Despite numerous emails and complaints, they will not send a qualified electrician to install the new intercom that WE paid for. The electrician needs access to the buildings main system so it cannot be done privately, only commercially. Unable to verify who is buzzing our flat, unable to accept deliveries etc but they do not care. Has to be the worst organisation we've ever dealt with, constant excuses. Avoid at all cost. Legal action will be next

Sonny · 16 September 2025

★★★★★ 4/5

Google

I've recently completed the sale of my Moat Homes shared ownership property. Their resales team were really helpful throughout the process, in particular Hayley who was assigned to my case. The 4 stars is more a review/reflection of their resales team and the process of selling the property as opposed to Moat's general service, as outside of this, their customer service wasn't great, from my experience. Rent on the % of the property that I did not own was increased significantly every April, consistently, as were the service charges, which were, to be frank, extortionate. At one point, the service charges were even underestimated so myself and fellow residents had to pay more than expected which was rather poor. Given the cost of living and energy crisis of the last 2-3 years, you'd have thought they'd take a stance which shows they care about their residents and customers but that did not appear to be the case. Truthfully, I wouldn't recommend Moat as a HA in general but thankfully my experience with their resales team was a least a positive one overall so for anyone currently living in a Moat home who will be selling in future, at least your selling experience might be a positive one!

Daniel · 15 July 2023

★★★★★ 5/5

Google

I have just recently successfully purchased my first home with Moat in Beulah Hill . I must admit , have been a very nervous first time buyer and it was not all a smooth ride due to delays, which got me frustrated at times, but Moat Team and especially Sales Progression Manager Harry Mills made my journey much more comfortable and reassuring. His professionalism, honesty and transparency while maintaining human touch have made the wait and purchase worth it !

Irma · 10 June 2023

★★★★★ 5/5

Google

Thanking all the team at Moat, Edith, Sally & Annabelle, Kirstie. Amazing service especially Edith, extremely proactive, quick response via emails. Ensuring every step of the way has been guided & advised. Resulting in a smooth transition to securing my new Tenancy. Edith's kind reassuring calls during a very stressful & anxious times! Thank you so much for everything. Sarah

Saraah · 24 July 2024

★★★★★ 1/5

Trustpilot

Honestly if i could give a minus star…

Honestly if i could give a minus star rating i would. Has got to be one of the worst Housing Associations. Emails seem to disappear. They dont seem to want to deal with much, whether its a neighbour issue, a repair issue. One issue taking over 12 years to sort out, caused alot of misery, hopefully now its sorted but shouldnt have taken that long. Service charges increase with a decline in services, trying to get them to provide clear invoices for those charges is a nightmare. I honestly feel sorry for anyone who has invested their own money in buying one of their properties. Some, not all, of their contractors are exceptionally poor, have no respect for peoples property and are not aware of health and saftey. CEO never responds, does he even exist?. Some of their staff are extremely rude and dismissive and come across that you are interupting their day. They forget that without us tenants, shared owners and leaseholders they wouldnt have a job. I doubt other employers would put up with their attitude. If you can AVOID then do so. If you cant AVOID , then good luck and buckle up for years of misery. Only this company could send a contractor to do a simple repair and make it tens worse.

Catherine · 9 May 2026