Moat Homes Limited Dartford reviews

★★★★★ 5/5

Trustpilot

My personal experience of the resale…

My personal experience of the resale team was invaluable. They couldn't have been more patient and consistent in trying to get through the conveyancing for me to purchase the flat that we fell in love with. Unfortunately my solicitors made a large error which caused lots of extra work for everyone - but Moat's resale team, especially Janette Bryan, never gave up on me!

Harriet · 25 July 2025

★★★★★ 5/5

Google

Just wanted to say thanks to Edith and the team for making the process seamless. Edith kept my daughter informed throughout by email and responded very quickly to requests, even replied out of hours! Amazing service and my daughter is extremely pleased with her flat, great size and well presented. Thank you 🙏🤩 …

Elaine · 24 July 2024

★★★★★ 4/5

Google

I have recently sold my Shared ownership house I have owned for many years. Vanessa in the resales team has been amazing. The process is complicated, but Vanessa was reassuring and clearly understands the process. Vanessa went out of her way to push things through with very slow solicitors. She always answered her phone and responded to emails, she’s an asset to Moat Homes.

Hannah · 12 November 2023

★★★★★ 5/5

Google

I have had the pleasure of dealing with Edith Okwuosa and she is amazing! Such a lovely lady and very professional and efficient. Thank you Edith 😊 …

Shannon · 12 June 2025

★★★★★ 2/5

Google

Initially, throughout the moving in stage, Moat Homes were infallible. Excellent communication and helped us even shift along the solicitors. Since moving in, it has been nothing but agg to get ANYTHING sorted. There haven’t been many issues with us (luckily) but the defects we have raised, has been dealt with in a shambolic. Way. This has not been helped by Covid and the lockdown, irrespective of this, their response times and responses are appalling. We constantly have to chase to close our existing tickets and when you ask to raise this to the next level, this cannot be done. We are still waiting for a ticket raised in November to be closed out. If only they seemed to care about you after you are paying rent and service charge.

Debbie · 10 June 2022

★★★★★ 5/5

Google

Very professional and good communication. We worked with Sarah and the communicate was very good Sarah. Sarah was brilliant to update us and answers all my question when there were delays from the developers. Also reached out to my solicitors and broker when required or to chase up any document. cons: we bought off plan and was unable to view the show house due to pandemic. MOAT was unable to facilitate a pre view before completion. pros: It was a very easy experience working with Sarah and I would definitely recommend.

Elsie · 10 June 2022

★★★★★ 5/5

Google

Really impressed with Moat homes throughout my buying process, questions where answered quickly and I was informed of progress in a timely manner. All the staff that I dealt with before during and after were fantastic with a special mention to Becca for her efforts. I have now been in my new home for a month and couldn't imagine being anywhere else.

Claire · 12 December 2023

★★★★★ 5/5

Google

Sureserve engineer I would really love to commend Graham for getting my hot water and heating set up. Explains how it works and was so polite and the way he was confident and listening made me really trust him. No one else has been like him. Such a credit for your company

Lisa · 21 January 2026

★★★★★ 5/5

Google

Just a shout out to Rebecca Joyce who I’ve been dealing with during my purchase of a moat homes shared ownership property, very friendly, helpful and extremely patient with the delays due to my personal circumstances, can’t thank her enough. Not moved into the property yet but hope the future service will live up to her standards.

Simon · 11 March 2024

★★★★★ 5/5

Google

We have recently exchanged on the sale of our shared ownership property through Moat. Hayley in the Resales team has been fantastic throughout what turned out to be a very long process (nearly 3 years in total, through no fault of Moat's). She has been helpful, diligent and empathetic during a stressful time- Thank you so much Hayley!

Lucy · 10 February 2024

★★★★★ 1/5

Google

Distinct lack of communication throughout Most. We are meant to have a Manager for 15 hours a week, lucky if we get 15 minutes. Health and Safety is lacking in a few areas. Plenty of dampness all talk no action. Scarlet Pimpernel has not been sen since Christmas, phones up and a resident is her dogs body. Not incompetent, grossly incompetent is more fitting. Would not trust them to run a bath. Let alone a housing association.

Terence · 10 June 2022

★★★★★ 5/5

Google

I've been living for four years in one of Moat's flats in Kidbrooke Village. During this time Kelly Connon was the most helpful with us. She is incredibly helpful, replying to emails very fast. What she does is called excellent customer service.

David · 28 October 2024

★★★★★ 5/5

Google

I recently purchased through shared ownership with Moat and had excellent service from Ben in the sales team. Despite any hurdle I always received consistent, prompt and informative communication from Ben, and I feel care was given throughout. Thank you Ben!

James · 4 November 2024

★★★★★ 5/5

Google

Just sold my Shared Ownership property and I would like to say a big Thank you to Hayley in the resales Team for her support and help during this entire process. Hayley has gone above and beyond to help , reading my meters , giving keys to buyer as I no longer live local to property . Thank you so much

Kelly · 13 October 2023

★★★★★ 1/5

Trustpilot

Terrible service from moat property has…

Terrible service from moat property has mould and damp roof above bedroom and bathroom leaks been waiting for it to be fixed housing officer is terrible when you complain to her about problems like neighbours looking through the windows especially bathroom and the bathroom loud music for upstairs neighbour after 11pm and the housing officer says it’s fine for neighbours to look through your windows and play loud music after 11pm

Jack · 8 April 2026

★★★★★ 5/5

Google

Well what can I say, I have been with Moat for nearly 12 years now and just split up with my husband, we had to sell our house and I had to buy a flat with moat, I had a short turnaround and had to be in on a certain date Hayley and her team made this happen I will be forever grateful they worked so hard to get me what I wanted, I recommend Moat with everything I have wonderful women and company Thank you

Jennie · 10 June 2021

★★★★★ 1/5

Google

AVOID!!! I initially reviewed Moat homes with 4 stars as the process of buying the property I own through Shared Ownership was managed well minus a few communication issues and I completed in August 2020. Almost immediately after completion I found an issue with the boiler system (already pursuing my conveyancers) and I arranged for an engineer to come and do a service, something that hadn’t been done for almost 6 years prior which was never picked up or challenged by Moat! Within minutes of the engineer entering the property, my entire gas supply was shut off as the flue system was so poorly designed that it had completely corroded, leaving gaping holes leaking poisoning gas, namely Carbon Monoxide. My entire boiler system was condemned and I am faced with a bill of £2,700.00, not including the cost to repair the damage to my living room wall. Due to the potential exposure to Carbon Monoxide, myself and my partner who stays here often were instructed to go to A&E, as we had been unknowingly experiencing symptoms of poisoning. After having blood tests done, it was confirmed that we do indeed have Carbon Monoxide levels in our blood, inline with low level exposure and that it would take around two months for our levels to return to normal. This was obviously a very lucky escape, as the previous CO alarm fitted had been removed from the property prior to me completing, leaving the casing behind (I informed Moat of this after completion but they said it wasn’t a requirement so offered no explanation of its whereabouts) therefore, I was in a property unknowingly filling with poisoning gas. By way of a miracle, the boiler had been representing a completely unrelated fault with the pressure levels, motivating me to get it looked at immediately. Had this not have happened, there is an incredibly high chance that me, my partner and my kitten could have died in our sleep and it would have looked like a freak accident. Since reporting the above to Moat through grave concern for other residents who may have the same poorly designed system, I have been advised that all rental tenants have annual boiler services and their contractors have said they are confident the boiler and flue systems are safe. But, for private residents, there is NO process in place whereby Moat ensure boiler services are carried out, which has resulted in a situation like this where a first time buyer could have lost their life. An expensive price to pay when a service is under £100.00. The point of this review is to say that I would absolutely avoid using Moat, as they do not care for the safety of their private residents, only residents that are renting. This is down to the fact that they have refused to inspect the property and others of the same design despite me informing them that they are potentially dangerous. It’s also down to the fact that they clearly do not have adequate processes in place to ensure that the bare minimum is done in terms of keeping a property in good working order when under a Shared Ownership scheme and the result of this could have been blood on their hands.

Laura · 10 June 2021

★★★★★ 5/5

Google

I would like to mention “a very special thanks to Simone Miller (MOAT)” who played a big part in facilitating and supporting us towards the completion/exchange of our first property in Kidbrooke. She went an extra mile and exceptionally polite and always accessible should you had any concerns. I look forward to meeting you soon for a bubbly! I strongly advise for you to look for “Simone Miller from MOAT” and to look after your case as it’s guaranteed to be dealt with promptly and professionally. BUBBLY time soon xx

Costas · 10 June 2021

★★★★★ 1/5

Google

There is not an option for zero stars, if there were, they would receive it. We have been a Moat tenant for over 14 years and each year their attitude towards their customers becomes more and more abhorrent. We have lived in our current property for over 8 years and our roof has been a major problem. Every time we have inclement weather (heavy rain) we develop leaks in our property. We were notified by a surveyor and a Moat maintenance contractor that the roof should have actually been replaced before we moved in to the property. This is over 8 years now. Today (Saturday 3rd October 2020) we were awoken by the sound of dripping water coming from the roof into our bedroom and running down the wall above the plug socket (photos have been taken). I have been trying to get through to the emergency out of hours team for over 90 minutes but actually keep getting cut off when I got through' to the relevant department. Our local MP will be updated with this shambolic attitude towards their tenants.

Marc · 10 June 2021

★★★★★ 1/5

Google

Brought a shared ownership property from moat and as previously mentioned customer skills and engagement is non existing. After 3 weeks of daily calls and questions no closer to anything, 3 weeks left without turf and no one knows what Is happening. Constantly being told " I will get this person to give you a call" never happens. Don't like to give out numbers of the relevant worker you need to contact, no direct numbers given. For 3 weeks my garden has been a health and safety risk, I have 3 young children at home with no school due to moving to the area and the council making space for them in a close by school which means all 3 have been at home and clearly they can't play outside as it is so uneven and Dangerous and of course no grass!! I have honestly not known anything like it. The "my moat" app when trying to post a enquiry it doesn't work just buffers and nothing happens, revolving door of different staff answering calls and Web chats who just says I will get them to call, again never do! Day of moving in was given keys and from that day on it has been constant chasing up to get simple answers to questions. Speaking to other neighbours and they too are having the same experience with Moat, this is not how you expect to be when buying your first home and looking for some guidance which they state will be there to help. I am shocked how they continue to work this way, have been told it is Catherine who deals with the grass situation to then be told from Catherine it's not her it's Jodie, of course again I was told no it's not Jodie by someone else??I was told yesterday my call was put down as URGENT so will receive a call back within 24 hours from Jodie, guess what? No call I had to call again today to be told "I spoke to Jodie she is waiting for this" I must not be allowed to speak to her? I've asked for direct numbers to be told we can't give out their number, surely these people have work phone numbers? Once they got your money and your in the house they don't care from there, if I didn't want to use my garden I would of brought a flat?! Let's not mention the HOLE in the pitch of the roof that on the day of moving in was mentioned to the worker and shown to him, still awaiting to hear from that as they have pictures of the hole and know a bird has made this hole in our roof below my bedroom their lovely nest! How a big hole in a roof was not noticed I don't know 😕. Of course its apparently 12 weeks to correct this? I'm sure it will be longer than that by the way it has been going so far. They say moving Is one of the most stressful things in life...it really is even more so when you buy from moat! I have already begun to regret this as I can only imagine what's to come in the future if this is how they treat their new home customers.

Shelley · 10 June 2021

★★★★★ 5/5

Google

We’ve recently successfully bought our first home through MOAT and their brilliant shared ownership scheme. We worked with Josh Whyatt and Rebecca Joyce and they were both extraordinary. They went above and beyond what they were responsible for and were always by there phone to answer our questions and ease any worries. Josh was very professional when he first showed us around the property and that level of professionalism remained throughout the process. Rebecca became our go to for chasing anything up throughout the process as she had no problem doing so and pushing as far as she had to. So overall, brilliant.

Conor · 10 June 2021

★★★★★ 3/5

Google

A few months into our purchase and living in a Moat Home, and we've noticed that their customer service for their tenants is appalling. Once the sale is made is all hunky dory, however when you're a tenant and have issues with cleaning of buildings, parking etc they don't seem to care. Which is a real shame because we were so excited to move in, however trying to get them to even care about a query of yours is agg. I've had to send numerous emails and contact them different ways to get them to even respond to me. Seems like they only seem to care about the sale of the properties and not about the aftercare of their sales. If you are moving with Moat then make sure that all your queries are resolved before the sale completes, otherwise it could take months and months for them to even notice your query. Finally, someone has actually gotten in contact but that is after hounding their customer service team - who knows if they'll get in contact again. Original review: We have just moved into our Shared Ownership home purchased through Moat. Sarah Dodd was so lovely throughout the entire process, being first time buyers we went into this with little information and Sarah was so informative and always willing to help and answer any question we had. We were kept up to date with Moat throughout the entire process and as of yet, I don't have a negative thing to say about them - a big thank you to Sarah for all her help. The only negative thing I can think of was with one of their panel solicitors who made our process quite stressful. Other than that, we are so happy with our new home and couldn't have done it without their help.

Hayley · 10 June 2021

★★★★★ 5/5

Google

I cannot thank Jeannie Prescott enough for her support with communal issue we had. Within a week of picking up our case, it was sorted. She was amazing and kept me up to date throughout the process, fantastic customer service.

Frankie · 22 September 2024

★★★★★ 1/5

Google

I've been asking Moat since October last year for a letter. I've applied for an EV Charging point and it's been approved. The issue is I can't proceed until I get approval in writing. Since October last year I've been phoning and emailing them to write 10 words (max), with no luck whatsoever. We was short last month by £200 on our £680 rent (due to a DD that we hadn't noticed...never once been late or short on our rent, Not Once), within 5 days they called us regarding the shortness in rent, what a joke. They are ready and notice when money isn't right but if you ask for a letter your asking them to move mountains. Absolutely shocking double standards. The worst housing association I've ever had to deal with. When I phone them (which is constantly) I have to explain the whole situation to the rep...because they are not logging the calls or raising my complaint if they was it would be there on the screen...lol jokers. Do yourself a favour and never get a home with Moat.

Michael · 16 January 2025