Every review we hold for the Dartford office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotPeople need to realise that a moat…
People need to realise that a moat homes property is a far better place to be than living under a private landlord who hikes up the rent every year and does little to no repair and the moment you complain they threaten you with eviction. You never know when they'll tell you they want you out and treat you like a lesser person just because they own property. I love my moat homes house and find all the staff I've dealt with very polite and helpful. Moat gave me my first choice property and I love it.I couldn't be happier. Its easy to complain when you think you deserve more but in reality it could be so much worse. I'm grateful for what I have achieved through the shared ownership scheme and the staff at moat homes. Kind regards Mathew shaw at kingfisher street star lane development great wakering
Mathew · 4 October 2021
★★★★★ 1/5
TrustpilotServe no purpose
Dreadful company. After being with them for 5 years I am still yet to figure out what service they provide… other than extortion.BEWARE - Even after staircasing to 100% you will still be paying monthly Moat management agent fees on top of the (real) management agent fees.Raise a complaint about people in your block using and dealing drugs - get either told to stop complaining, or just completely ignored.Raise a complaint about neighbours playing music so loud your floor shakes, when your wife who works in a COVID ward is trying to sleep - get either told to stop complaining, or just completely ignored.Keep an eye on the service charge as they continuously get it wrong and overcharge, and for some reason it is up to you to prove this. They do not like correcting it ever, expect rudeness, that’s if you get any response at all..I recommend you avoid at all costs.
Goatz · 26 August 2021
★★★★★ 1/5
GoogleIncompetent staff. I resent having to deal with this company. Just an extra expense on the service charge, they provide no value, only headaches.
Lee · 11 January 2024
Agent replied · 10 January 2025
Dear Goatz, We are sorry to hear that you are unhappy with the service you have received from us. If you have any queries regarding your services charges please contact us via customer@moat.co.uk so that we can look into this further for you and get this resolved. Many thanks NT
★★★★★ 1/5
TrustpilotZero Empathy or Apathy… Money making scripted Robots
Absolutely, hands down, THE WORST company I have EVER dealt with! Homes come with a million problems… some of which, after just over 5yrs, i am still trying to get Moat to fix (rather than bodge) They shouldn’t be allowed to operate! I have NEVER been this unhappy in a so called “home”
Maxine · 11 March 2024
★★★★★ 1/5
Google18 years with Moat and standards decline year upon year. They fight you on every minor repair, the gardens go to hell in a handcart, properties are neglected, staff do not care and are mostly unable to be contacted. Do not consider these people for rent nor purchase.
L · 10 June 2021
Agent replied · 11 June 2024
Hi Liz, I’m sorry to hear that you’re unhappy with the service you have received from us. Please could you send us an email to customer@moat.co.uk providing the first line of your address and details in relation to the specific issues that you have experienced so that we can look into this for you. Many thanks, GA
★★★★★ 1/5
GoogleHi, I am Moat tenant for 10 years.This is the worst housing association.I am living in flat and I have problem with the tenant below me.They have dogs and cats and the balcony became same like toilet.
They make messy and the smell is disgusting.
I contact Moat but no any action.
Lubka · 10 June 2020
Agent replied · 11 June 2024
Hi Lubka, We're sorry to hear about this. I understand that your Neighbourhood Services Manager has been in contact with you and is Currently dealing with this issue. Many thanks ^NT
★★★★★ 1/5
TrustpilotAwful awful awful awful awful
Awful awful awful awful awful There are no words for how bad,Ignorant, negligent, or appalling this company, and it’s idea of customer service is!Don’t ever expect a response from an enquiry. On the rare occasion you get a response, expect it to be to a different question that they have dreamt up themselves.Staff are unqualified, unproductive, and lazy!I’ve had excuses that they can’t return my call, because the account manager is new, and hasn’t been given a phone after 6 weeks!
David · 27 April 2021
★★★★★ 5/5
TrustpilotI found Moat super helpful
I found Moat so helpful. I was having serious issues with my solicitors and MOAT (Hayley) was so helpful in the situation, she was easy to get hold of, really informative and knew exactly what was going on. She informed me of the situation way before my solicitor or the estate agent. She was also able to tell me what I needed to do moving forward and without her I probably wouldn’t have my property now.
Benjamin · 4 January 2022
★★★★★ 5/5
TrustpilotRuth Galopin in particular is amazing
Ruth Galopin in particular is amazing. Very kind, personable and helpful! She is always on hand to help with my rent account and offer practical support when it's needed. What an asset she is to Moat.
Perry · 29 November 2024
★★★★★ 3/5
TrustpilotBuyer/tenant beware
Buyer/tenant beware. I am based in a property in Essex, 50% ownership. I work for the NHS and am on a low income. Moat property ideal solution for me, as rent and service charge were reasonable.Less than four years down the line I find myself with a service charge increase of 130% this year - jumping from £128 to £295!To be fair to Customer service - I have always found that my distress and dissatisfaction in time scales of problems being addressed has been sympathetic.But its the Managing agents Inspired that fall down in this matter, absolutely appalling, can't even call it a service.I am fortunate to have a couple of senior Moat staff looking into service charge etc for me - but I hold out little hope of a favorable outcome for myself and fellow part owners in my block. Hugely stressful financial times ahead.
Customer · 14 March 2021
★★★★★ 1/5
GoogleBeen with them for 15 years. They like to keep themselves to themselves. Get in financial trouble and you get no help offered just eviction letters. Been trying to contact their financial wellbeing officer for 3 weeks now and not even a reply. And their website mymoat is completely unaccessable. Very poor company.
Richard · 11 June 2019
Agent replied · 11 June 2024
Hi Richard,
Please be assured that a financial wellbeing officer has been assigned to you and will be in touch today. We believe in helping our customers and will do all we can for you.
Regarding MyMoat, there was an issue overnight that was rectified first thing this morning. Please try it again and it should be working. We apologise for the inconvenience.
Kind regards,
Moat Homes
★★★★★ 1/5
TrustpilotAbsolutely shocking customer service…
Absolutely shocking customer service (if you can call it a service at all). Ignore all phone calls and emails, will not take ownership for anything, give out broken promises constantly & seem to be on annual leave every other week & so far haven’t solved any of our issues since moving in.There are no contact numbers for any Senior Managers so you cannot even escalate your issue to someone who may actually take any notice of your problem. They have caused nothing but stress for the whole process so far and if had known this was the service they would provide before we moved in then I never would have bothered!!!
Jessica · 14 January 2021
★★★★★ 5/5
GoogleAmazing service and communication from Keeley! No question was too much and always appreciated how anxious I was about the whole process.
Cassie · 19 May 2025
★★★★★ 2/5
TrustpilotUsed to be a great housing association…
Used to be a great housing association but since they have contracted Morgan sindall as there repairs they are now as bad as clarion housing. What a shame. The only decent person at this place is my rent lady the rest are unhelpful and don't see through there own promises. My mental health is at an all time low. Thanks moat and Morgan sindall
Melissa · 16 March 2023
★★★★★ 1/5
TrustpilotAppalling experience
Appalling experience. Absolutely incompetent people, rude and all about getting your money and not doing their job. I have been shouted at by their employees when I asked them to explain me why I haven’t been informed in 5 years about something on my contract. Their excuse was they have texted me ( never received a text ) or tried to contact me but I didn’t answered or I have been sent letters home that I actually never received. The worse experience I had .
Ade · 23 November 2020
★★★★★ 1/5
TrustpilotShambolic and inhumane
Impossible to get hold of, when they do answer the phone they are rude or just couldn’t care. I was trying to buy a shared-ownership property and three weeks before completion I found out they had put tenants in the property and I would have to wait another 3 months for them to leave. They quite literally wasted 9 months of my life and cost me a lot of money with no home at the end of it. Shambolic and inhumane
Kim · 8 October 2020
★★★★★ 5/5
GoogleMoat Homes has been exceptional in dealing with my application from start to finish. I would really like to commend Hayley R. who was so professional, friendly and helpful throughout every stage. I would definitely recommend Moat Homes and would like to thank them immensely!
Isaac · 10 June 2021
Agent replied · 11 June 2024
Hi Isaac, Thank you for your review. We're pleased to hear that you had a great experience purchasing your home with us. We'll be sure to pass your feedback onto Hayley. Many thanks, GA
★★★★★ 5/5
GoogleI was working with Vanessa RE purchasing part of one of the properties Moat looks after.
The process was simple, easy and communication was fantastic throughout.
Overall the service given has been brilliant, I have no complaints whatsoever
Matthew · 10 June 2022
Agent replied · 11 June 2024
Hi Matthew, we are really pleased to hear of your positive experience in purchasing your home and hope that all is going well settling in. We will also ensure that Vanessa is made aware of your comments. Many thanks NT
★★★★★ 5/5
GoogleVery helpful. I had to assist my dad with selling his shared ownership home and needed a lot of assistance as I didn’t even know where to start. Vanessa our case worker was extremely helpful, she was very timely and extremely patient with us.
Joe · 10 June 2021
Agent replied · 11 June 2024
Hi Joe, thank you for your review. We're really happy that you had a great experience during the resale of your dad's home. We'll pass your feedback onto Vanessa. Many thanks, GA
★★★★★ 1/5
GoogleI'm a disabled tenant, left without working door access now over the weekend after I was promised soneone is coming out on a 24 hour emergency call out. It's an electric door as I cannot use keys easily and a fire hazard which I've told them multiple occasions
Claire · 10 June 2020
Agent replied · 11 June 2024
Hi Claire, We are really sorry to hear about this issue. We have been in touch with the repairs team who have advised that this is being dealt with as a high priority repair and will be happy to answer any queries you have regarding this. Many thanks NT
★★★★★ 2/5
GoogleI’ve lived in a shared ownership home with Moat since 1992. I own 50% of the property, I was going to buy the other 50% in 2001 but I’ll health put a stop to that.
Although I own 50% of the property, I’m responsible for 100% of the maintenance costs. I’ve replaced the Central Heating system at MY EXPENSE, had new double glazed windows and new front door fitted at MY EXPENSE.
As everything is to be done at MY EXPENSE, I have a Home care agreement with British Gas. This covers my central heating maintenance, the electrics, plumbing and drains.
I took this matter up with Moat shortly after I moved in, they refused to accept any responsibility for any maintenance, they just take in the money I pay with no return. Accordingly, I tell people I own the whole thing.
Natasha · 10 June 2020
★★★★★ 5/5
GoogleMy husband and I are completing on our shared ownership house next week. As first time buyers it’s a very daunting thing for us, but all staff at Moat we have spoken to have been so very helpful all the way through, from general inquiries to all the important information. Sarah and Louise in particular have been a massive help and their service has been amazing. I would definitely recommend Moat to anyone who is looking to buy through shared ownership and our house is beautiful we can’t wait to start making memories in our new house.
Catherine · 10 June 2020
★★★★★ 1/5
TrustpilotJust don't try and move house..
Moat call, email and message me every week asking them to call them urgently as there is 2 years of unpaid service charges on my property. The problem is, I sold and moved out of said property 2 years ago... Despite spending hours on the phone with them, nothing has been done. Clearly they are not capable of updating the relevant records, which is concerning.
Arren · 14 November 2022
★★★★★ 5/5
TrustpilotNew tenant
I have just moved into one of Moat's properties and everything was handled by Hayley Rodriguez who was so professional, friendly and helpful and got things sorted in record time. This is a Housing Association with a difference and having a gem like Hayley as a member of staff is a bonus.
MARIAMA · 29 November 2023
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
