Moat Homes Limited Dartford reviews

★★★★★ 1/5

Google

I was handed the keys over as I was homeless and I was in priority need of somewhere to live and I was in a position where I needed to accept a property. This property was not ready to be moved into there was a lot of botched jobs that I had to go round and redo myself. Holes in the walls were filled with silicone and not filler so when I wasted paint painting over the filler the paint would evaporate. I had to dig out all the filler and refill it myself. My baby’s wall in her room was so badly damaged on the outside wall that I had to also fill this in myself. My bath has chips in and has been you bet filled with silicone filler again (must love silicone as a one job fixes it all). My bathroom floor is so dirty. Toilet has awful build up in the bottom of it. Kitchen Lino flooring has been thrown down and edges are coming away from the cupboards. My kitchen ceiling is YELLOW no matter how much white paint I used over it. Kitchen has odd drawers that do not match the other drawers I raised this issue and nobody cared about it to rectify the issue. The drawers and cupboard doors are peeling away and there is awful blown plaster in living room and kitchen walls. I told them twice that there was a leak in the loft and that my insulation was not put down correctly now have ruined kitchen walls with water damage down it from heavy rain fall. They left extremely old heaters in the property that did not work efficiently and it took them months to take my complaint about the heating seriously. They stopped working in minus 5 temperatures and I had a 6 month old baby in the property at the time. Called the emergency out of hours for moat and was told I just have to wait. Unfortunately 6 month old babies do not understand the meaning of “waiting” so my baby was frozen cold without a single care from moat they turned up the next day and agreed they are not efficient and it then took another month to even get new heaters fitted. They ordered the wrong heater for the baby’s room and have closed the complaint like as if they have finished the job. My door entry phone hasn’t worked since I moved in and they took 5 months to get round to sending anyone to fix it. The cupboard that the immersion heat tank is kept in is filled with blue roll tradie tissue paper between the bricks instead of actual cement. This is just the few issues there are more to list. When I mentioned to moat complaints that their policy says in right to repair I am entitled to compensation paid out for how many days it takes them to fix certain issues that cause a health safety and security issue they flat out ignored me. If you’re looking to become a tenant with this company do not bother.

Elisa · 13 March 2025

★★★★★ 1/5

Trustpilot

Horrible landlords.

Horrible landlords. Horrible landlords. When this company took over the supported housing I live in everything went to pot. Shirk all responsibilities constantly blaming previous landlords or previous support company. Even simple things like asking them to repair or replace the fridge that was provided when I came to this furnished supporting housing takes a long time to get any answers, and whatever the problem is the answer is always no. When Samantha Turner Brown first attended the property after taking over she snubbed and ignored me. I stood there waiting for an introduction but she just stared me down. I just went into my flat after that. She still gives me the evils from her car in the wing mirror now. Awful company, I notice they haven’t claimed either of these Trust Pilot’s about them.

J · 9 March 2025

★★★★★ 5/5

Google

A MASSIVE thank you to Sarah who made what could have been a very stressful process, a calming one due to her outstanding communication. At no point was she not on top of the situation and helped push the other parties involved. Fantastic service!

Mark · 10 June 2022

★★★★★ 4/5

Google

Jo from Moat housing has been fantastic, very helpful and insured the process from their side went smoothly. She was available throughout the whole process and was quick to reply to messages. Highly recommended

Nichola · 5 August 2025

★★★★★ 5/5

Google

I've recently moved to a moat home and i can say the service has been outstanding! A lady called Nicole williamson has been incredible helping me at every turn! The house is perfect 👌 I highly recommend renting/buying from moat as the hones and services are remarkable highly recommended 👌 Leah boulton …

Leah · 10 December 2024

★★★★★ 1/5

Google

yea moat are very good as the process of moving and buying you get in a few year down the line you get guttering leaking lights out and have to wait nearly a year to fix anything and customer service useless then give the reviews you give look at the complaints after moving in then give your views moat are not very good at fixing things when problems start has any one else experienced this i like to know many thanks

Paul · 10 June 2023

★★★★★ 1/5

Google

I honestly do not recommend anyone to go with Moat they are by far the worse housing association. My sister house mice in her house living with a 3 year old so you can imagine every night they can’t sleep or even go to the kitchen and cook dinner. This problem was reported during the pandemic and it’s still going on and it’s worse than it was. They don’t care about our living situation because they aren’t living it like we are. David doesn’t do nothing but give people false hope and promises. Imagine this whole issue starts to effect your mental state. We shouldn’t be living like this and I urge people to go with a different housing association it’s really disgusting how they are treating us and other people.

Real · 10 June 2023

★★★★★ 1/5

Google

I have had the misfortune to deal with this company because i share a bridge with my neighbour who's property is owned and so called managed by moat. The bridge apparently needs replacing, something that was decided nearly a year ago. My first complaint is that I found a group of guys taking my bridge apart to assess the damage. This would have been fine if they had actually bothered to consult me. One of the guys was extremely rude and condescending towards me. They have then tried to bully me into a design of replacement bridge that I don't want. I suggest that I find someone else, which was approved. I find someone who then jumps through hoops to ensure he has the right insurance even purchasing the expensive steels as instructed by moat. Now nearly 1 year later they have decided that they don't want him to do the job. I am now being dictated to about who THEY want to do the bridge. A man who stood there a year ago being rude to me. Throughout this whole saga they have barely communicated. They have also created unnecessary cost and effort to the builder. They have no respect for anyone

Deborah · 10 June 2023

★★★★★ 1/5

Google

I have been communicating with Moat since summer over a building defect. It has been one call after the other. I have sent several emails with no joy. Some of the custom service agents are unhelpful with no empathy. The rent is increased yearly so I don't know why Moat is taking forever to sort this issue out. I have left several messages to speak to my neighbourhood officer with no joy. Moat, please do the right thing. We cant live in the damp.

Naa · 10 June 2023

★★★★★ 5/5

Google

I am suprised by the low rating. My wife and I have tried many developers and Moat were the only one to be helpful. After we have finalised the agreement, wr had a major setback on the property. This has caused us great financial, emotional and relational stress and damage. That being said, it was the way that Moat reacted that provided us with stability, thanks be to the Lord. The team's perseverance and tailored support were the two core characteristics that pulled us through. We do recommend Moat if you want to get on the property ladder.

Aseel · 10 June 2023

★★★★★ 1/5

Google

The communication is horrendous. I am wanting to sell and move out of the scam ownership scheme and it is impossible as no one will respond to emails. they pass you onto a non existent team. Constantly trying to bill residents for damages that aren't caused by us. Constantly putting rent and service charges up and when something breaks like our lift will take weeks to repair. My partner had a c section and had to try and walk up 5 flights of stairs because of the lift. Moat knew about this as I had called multiple times but did not care in the slightest. Please, do not move to a Moat home. I will up this to two or three if they bother to get in touch with me...

Josh · 10 June 2023

★★★★★ 5/5

Google

Just want to say that Moat we're fantastic in the Help to sell our property especially Vanessa Menary, she was brilliant with me cos I had never done emails before but she helped me in doing so. Overall I would recommend them.

John · 10 June 2022

★★★★★ 1/5

Trustpilot

I HONESTLY AM AT MY WITS END WITH THEM

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 · 28 April 2021

★★★★★ 1/5

Trustpilot

Worst Housing Association Ever!!

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

★★★★★ 1/5

Trustpilot

AVOID MOAT

AVOID MOAT - Please trust the bad reviews of this SCAM of a company! If you notice all the 5 star reviews are people just moving into a property or have been living in a property under 1 year. Listen to the people who are dealing with them for years. MOAT will increase your rent/ service charge once per year at no reason as to why, they class the homes as affordable but after 4+ years you'll realise it's a modern day SCAM of constant price increases. They try to justify the increases by service cost increases but can't outlay the actual costs! Plus the work never gets carried out because they use cowboy maintenance men. Untrustworthy and dishonest company.

Josh · 30 December 2024

★★★★★ 1/5

Trustpilot

Needs reform

Awful. I've never known a company that go to great lengths to avoid taking responsibility when fixing problems. Management is absolutely appalling. If you need a repair or a problem needs resolving they're suddenly hard to get hold of or they try and send you to the council. The only time they're direct is when they're lying to you or selling you dreams, otherwise they skirt around actually doing their job. They're quick to ask for money but anything else to do with your wellbeing is irrelevant to them. I do not understand how this company are winning awards they're absolutely shambolic!

Anon · 12 August 2020

★★★★★ 1/5

Google

Stay away, Awful. Unacceptable repair fees whilst they can’t even repair the property themselves. Stay away. Borderline criminal

The · 11 November 2025

★★★★★ 1/5

Trustpilot

Zero stars for moat

Zero stars for moat. Had a drain call out 2 weeks agao and they've left 3ftx 3ft patch of human waste in my garden. Promised to come out more than once. No call or contact chase them up today with no promise of a date of when this will be resolved. Asked to speak to a manager and was left on hold for 15mins then at 5pm when they shut I was hung up on. Zero confidence of this being resolved so looks like I will be invoicing them myself.

AJ · 8 November 2024

★★★★★ 1/5

Google

Absolute Joke !! Done a mutual exchange in may i then found the last tenants had put in a 2nd hand kitchen that is falling apart infront of a radiator and extended the drainage pipe which is at an angle so now my washing machine comes up error and my sink is constantly blocking as water is coming back on itself but apparently im supposed to look in cupboards and pipe work when viewing even tho moat knew nothing about a radiator behind the units mmm how did they do there anually gas checks so now im left with a kitchen thats falling to bits ,theyve removed units to get to said radiator which is now in the garden getting wet , the plumbing is all wrong which a plumber advised me and now they want to turn my radiator of completly so i dont have one, i dont think so !!! That was there and working before last tenants put this kitchen in , it needs ripping out & sorting !!! Also the front door a wooden one where last tenant tried breaking in has now got gaps letting in draughts and the wood is coming away so ill stop paying my rent and go to the C.E.O of the company

Samantha · 11 June 2019

★★★★★ 1/5

Google

We saw a new built flat based in Ebbsfleet, Dartford, we loved it! when we got there the location was ideal, the flat was brilliant, we expressed our interest to secure the flat on the spot. Everything went really smoothly, had our financial assessment and was informed we PASSED! sent our certified documents, etc....etc.... we was informed by MOAT that our case had been passed to the Sales manager for approval, next day I made a phone call, and was told that everything has been given the go ahead, and then made a reservation deposit of £500, myself my wife and our little one went to the location to check the area out, and went for a walk and was ever so excited that we will be moving to our ideal home, today had an e-mail from J (I am a nice person I will not mention the full name) only to tell me that the purchase was not going ahead because the lender I was did not match their criteria, when on the paperwork I mentioned before hand who it was and the manager already given an approval, our dreams had been SHATTERED! with this Housing association, not at all professional at what they do, I did not even get an apology, my recommendation to anyone who purchases property with this Housing Association to double check, CHECK, check, confirm and RE-CHECK to make sure everything is how it should be, you do not want to be excited and then MOAT having to shatter ones dream! AWFUL! experience.

Jaspal · 11 June 2019

★★★★★ 5/5

Google

I have just moved into my new property, and I wouldn't have been able to do this without all the help from Ben Davis! He was always so responsive on emails and calls, and went above and beyond to help me at every step of the way!

Caleo · 11 November 2024

★★★★★ 1/5

Google

I have a wav car for mobilty with ramp i legally have the to park with out asking my personal has the right all so as oven we have appointments and on call susport is emergency support with my PA fearing the car is going to be distroyed paring in or out is intimdation

Tequila · 9 September 2025

★★★★★ 1/5

Trustpilot

Shared ownership woes

Shared ownership, do not go with Moat. Absolutely shocking and almost impossible to get out of. Meanwhile rent and charges keep rising dramatically, hardly any correspondence from them whatsoever when trying to get things sorted. Had our gas shut off as a leak was found under the house itself, likely to have been there since it was built, but apparently we are still liable to pay for it to be fixed. Most dishonest, unsupportive company I’ve ever had the displeasure of dealing with.

Jeni · 9 October 2024

★★★★★ 1/5

Trustpilot

General customer experience the worst ever

I wish the rating was in negative. The cleaning has always been an issue that I also raised number of times, considering that again, I do contribute financially to the service that is not being frequently carried out. No-one ever from Moat refunded me the cost of service that I paid for over the last 4 years as Moat is very quickly to take monthly payment but not taking responsibility (thats how it appears).Wish I could submit photos to this feedback. Additional to the above ongoing issues with carless tenants dumping their crap all over the communal areas, drug dealers doing their little business, constant issues that I have been reported right and left centre and nothing has been resolved or settled past 4 years I have moved to the block. Have reported all sorts of issues to number of people Sia, Reese Feelows, Victoria Adams, David Howard together with Cyclical Decorations that were carried out to the poorest quality and no-one from Moat bothered to do random checks and Moat still charged me. Absolutely appalling non existing service, yet very quick to charge monthly fees.

Kat · 23 September 2024