Moat Homes Limited Dartford reviews

★★★★★ 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

★★★★★ 5/5

Google

Just moved into my new property through Moat Homes and the service has been excellent from start to finish. Very professional & courteous with plenty of information & updates throughout the process. Would like to extend a big thank you to Sarah & Josh who worked with me in finding the perfect house & home. Could not recommend these guys highly enough!

Mark · 10 June 2023

★★★★★ 5/5

Google

ive lived in my flat now in Essex for 13 years, it started off with L&Q which to be frank was a shocking company you could never get them to do anything and there customer service was shockingly bad to non excitant. Moat took over around a year or two ago and CAN NOT FAULT THEM!!! so far all the issues L&Q couldn't be bothered to do moat has carried out without a single issue. they use very friendly contractors compared to that of L&Q, yes moat have issues like appointments being forgotten about but a quick phone call and everything is taken care of. yes they have stupidly long wait times on there phone lines from time to time but the team are always there to help in your hour of need, its a shame i will be leaving my flat at the end of the year due to family issues but i wish moat housing all the best moving forward. not many people say this about moat however. moat hosuing thank you for everything its been a pleasure!

Ben · 9 January 2025

★★★★★ 1/5

Google

Very hard to speak to anyone at Moat or to get an email address I can use to contact you. So giving up on Fortuna Fields shared ownership. A phone number or email address would be appreciated by enquirers not wishing to report holding issues

Jo · 20 January 2026

★★★★★ 1/5

Google

Lived in a share ownership flat for 4 years now, each year they say they under estimated costs and then give you a £300 charge randomly. They put rent up every single year without fail so far 🙂 our upstairs neighbour had a massive leak which has gone down into our flat causing damage/mould/ had to rip up the carpet/ replace it and moat did absolutely nothing to sort repairs so still like it 1 year later. The walls are plaster board so you can't hang anything up, even our blinds fell down because the wall cannot tolerate the weight. Basically you're living in a over priced cardboard box. Don't do it, it's advertised as affordable but after a a few years it won't be.

Chelsea · 27 December 2024

★★★★★ 1/5

Trustpilot

What a truly miserable housing…

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 rubs off. Cupboards fall apart, there’s condensation issues. But are always quick to write and send out nastily written letters. Maybe the same efficiency should be used in repairing your substandard built buildings! Awful.

Lailalili · 17 December 2025

★★★★★ 5/5

Google

Great experience from start to finish. It was long winded through no fault of anybody, but Vanessa always kept me in the loop about how things were going. Also had a query once I moved in , so I used My Moat account to drop them an email, which was answered within an acceptable time. Big thanks to Vanessa😀 …

Susan · 10 June 2023

★★★★★ 1/5

Google

Awful company.. if you’re reading this message and you’re about to purchase a property managed by Moat, please see this as a warning to either back out, or be very cautious. Any issues you have which come under Moat’s responsibility will be ignored or delayed - despite paying over £100 a month to a management fee. The companies they hire to carry out work are useless, such as gardening & maintenance. They tell you a date work has been booked in, then you when you call to chase, Customer Service deny this was ever booked. You will be passed around to many different people at Moat, some helpful, some not, and you will definitely experience time wasting to buy themselves time. It might be ok if you live in social housing or if you don’t directly pay a management fee, however if you are like myself & have saved for a mortgage and work hard, you will soon identify that Moat make a profit from your money and refuse to carry out works. Speaking of money, they will raise your monthly fee on a yearly basis with absolutely no justification as to why.

Ellie · 17 December 2024

★★★★★ 1/5

Google

DO NOT RENT FROM THIS HOUSING ASSOCIATION! WORST MISTAKE OF MY LIFE! Moat Homes/Housing is the definition of a slum landlord. I rent one of their new build properties in SE14. I reported a cockroach infestation a month ago - each time I have contacted them, a different story is given. Now they are denying there is an infestation despite the source moving throughout the building and has already gone up one floor and to the opposite side of the building.

J · 10 June 2020

★★★★★ 1/5

Google

Have lived in Nursery Fields in Worth for a year now. We have had issues with the grounds maintenance since we've been here. MOAT are useless in every sense of the word. They couldn't organise a piss up in a brewery. I have always been a private tenant before moving here and never been treated the way moat deal with anything. Everything is a botch job and just passed on to the next person with no end result. My advise to anyone thinking about buying a house shared with moat would be to avoid at all costs. I have given Moat ample time and opportunities to deal with my problems but they seem unable to do anything but make excuses. All in all a very stressful experience.

AMG88 · 10 June 2020

★★★★★ 5/5

Google

I have just purchased a property with Moat Homes, I have to say the level of professionalism, quality of service and deliverance from Rebecca Joyce was outstanding. I had a few mishaps with my mortgage broker who failed to complete a few things, however Rebecca was on top of everything and eased my workload tremendously. Her dedication to getting me into this new home was absolute first class, I can't be more appreciative for how she has personally handled my situation. Moat itself has been fantastic and delivered a premium service and product all while tailoring everything around me. Moat kept me in the loop with everything I needed doing and assisted me the through the entire process, also continually putting me at ease when I thought things may have gone wrong. I recommend Moat for anyone to utilise as a first choice, they completely took any issues I had and rectified them or anticipated anything that could go off in the wrong direction. Any email or phone call I contacted them on were always answered immediately, and the level of communication was outstanding. I do have to say again Rebecca was outstanding with everything she could have done for me throughout the entire purchase, she is a true asset to Moat. Even having a few difficulties with my mortgage broker, Moat took ownership of the situation and dealt with everything for me. If you want to use a product who know what they are talking about and can dedicate time, energy and commitment to you...Then Moat is the one to use. Thank you to them for helping me with a huge milestone in purchasing my first property & a special thank you again specifically for Rebecca Joyce, A fantastic experience and will look forward to using you in the future.

Alexander · 10 June 2020

★★★★★ 5/5

Google

Moat have been very helpful over the last year or so. We had a major change in circumstances due to poor health and we fell seriously behind on our rent and was very close to facing eviction . It took a good few months but with the help of LEE DAY in the accounts team we managed to get back on track . Lee was always so understanding and sympathetic towards our situation and he pointed us in the right directions as to where to get help. It was actually a pleasure to talk to him rather than having your heart in your mouth fearing you are going to lose you home we never felt like moat was against us and lee and his team did the upmost to help we cant thank him enough

Dan · 10 June 2020

★★★★★ 5/5

Google

I have to say first and foremost I have not moved into my flat yet and my review comes from the point of finding the property up until today when I exchanged. The staff at Moat have been fantastic, professional, understanding and patient. I’ve had a continuous stream of questions as I am an anxious first time buyer and Moat have answered them all and calmed my nerves. I must say a special thank you to Edith, I have been having major issues with my solicitor. Edith has been a rock in supporting me past the issues I had and has carried me past the finish line, had it not been for her I would not have managed. I look forward to the next stages of moving in and living in my property and I hope to continue a positive relationship with Moat.

J · 10 June 2020

★★★★★ 5/5

Google

I have just purchased my first shared ownership property with Moat Homes and I couldn’t be happier. Moat have been excellent from start to finish. My first communication was with Ben Davis who was friendly, polite and very efficient and informed me of everything that would happen over the course. I then dealt with Sarah Dodd who is an asset to Moat! She went above and beyond to help get me into my new home. Both Ben and Sarah were very professional yet very friendly. I was having a very stressful time with my solicitor (not one of Moats panel) and Sarah couldn’t do more to help me with this. I cannot thank Sarah enough for her work. As a first time buyer I was excited but nervous about buying my first home but Moat have been first class. My new home is beautiful and I would definitely recommend Moat.

Natalie · 10 June 2020

★★★★★ 1/5

Google

Probably the worst shared ownership provider I've ever encountered. Unprofessional from start to finish. The whole process was badly managed prior to handover with poor communication and delay after delay and has been worse since. Moat do nothing to address defects properly or address security concerns and have absolutely no idea about building maintenance but will gladly hike the service charge for nothing in return. Stay away from them if you can, I certainly regret ever dealing with them. FOOTNOTE: Almost 2 years on & things have not improved. Moat have increased charges but left us living in squalor. Refuse stores are bursting because the council can access the stores. There are no lights in communal areas. Cleaning, groundskeeping & maintenance are all half done if at all. Absolutely shocking! Do not make the same mistakes as us, stay away from MOAT!!

John · 18 November 2024

★★★★★ 5/5

Google

It has been absolute pleasure dealing with Louise Gramston - New Homes Officer Louise is very professional, efficient and friendly. Nothing was too much trouble. I asked her a lot of questions, she is a great listener and very knowledgeable. Thank you Louise for your empathy and understanding towards my mum’s circumstances. You are an asset to your organization. I wish you all the best. Keep up the fantastic work you are going. 😊👍

Jaspreet · 10 June 2021

★★★★★ 5/5

Google

After viewing 2 flats in the same building, I finally got my flat, Hayley was so helpful and considerate of my circumstances. The flat was very clean when I moved in, new carpets and freshly painted. I had an issue regarding my account and rent at the beginning but the customer service team were helpful and polite.

Lauren · 10 June 2023