Moat Homes Limited Dartford reviews

★★★★★ 1/5

Google

Been a good tenant for over 2 years and moat have been ok up until recently. I had a leak in my property and someone from community team called Ian came and told my husband we would receive a decorating grant of a couple of hundred £ to repair the damage and would organise someone to professionally clean my sofa. Now 6 weeks later this is being denied by Moat and my lounge has been left looking like a building site despite us decorating it to a high standard before the incident. Ian even said if there was damage to the laminate floor that they would pay to have this repaired too but customer services team leader is now saying that this won't be done and we should never have been told any of this. Total lies and bull from this company. And now 3 months down the line we've had another leak, made a complaint to Most and someone meant to get back to me after 48hours and failed. We've sought legal advice now due to the incompetence of the contractors k&t heating due to no safety advice being given by them despite telling them water was coming through both the light and fire alarm. Plumber they sent out twice not even capable of taking a radiator off the wall and stood by while my husband did it after watching a 6 minute YouTube video. We've now been left without any heating in our bedroom for 4 nights, soon to be 5 as not heard anything from either company still, at the coldest time of the year!!! Solicitor thinks we have a case for negligence so we are looking to pursue that

Leanne · 10 June 2021

★★★★★ 4/5

Google

Moat has been very good regarding our new home. Josh and Katie have been excellent when needing help, advice and general feedback. They have been there and sorted any problems or answered questions straight away, i would give them 5 stars. The four stars are for the amount of people we had to speak to or email, found it quite confusing at times, wish it could of been one person that we could go to rather then different names/emails. I heard a lot of bad reviews on Moat, we haven't had a smooth start but i don't believe that was Moat's fault that was other issues. I feel confident going forward Moat will be helpful, trustworthy and professional.

Siobhan · 10 June 2021

★★★★★ 4/5

Google

I gave MOAT a bad review a long time ago. At the time, I was suffering mental health issues and connected my issues with my home with the housing association. Since recovering, I have worked hard to make my flat a pleasant place to live. MOAT has supported me with this. Their customer service team is very good, always keen to help. I have had some issues getting repairs done, a few times appointments have not been attended due to admin errors, but customer service agents have always resolved the issue quickly and shortly after the repairs have been done by the Mears team, and now everything in my flat is in working order. Overall, since 2016, MOAT has been a supportive housing association, and while i have had my ups and downs living in this flat, I do love it now and appreciate the help I have had to make it a happy home.

Jack · 10 June 2021

★★★★★ 5/5

Google

I’ve Lived in a moat shared ownership property for about 8 years now but I recently sold my house and brought another property through moat. The reason I stayed with moat is because I have always had a good service from them. I was worried about moving home but the process was great from start to finish. When I first put my property on the market I dealt with a lovely lady called Vanessa from the resales department and she was so helpful is was so nice to be able to call someone and discuss everything when needed. She was always available and dealt with everything immediately even in lockdown. I also dealt with a gentleman called Daniel Menter on a few occasions who helped speed up the process for me with the solicitor by finding out information they couldn’t. He was also available when I needed to speak to him during lockdown which was reassuring. I have to say everyone I dealt with from start to finish was fantastic. If your thinking about buying a shared ownership property from moat or renting from them they have some great properties I did look at others but they wasn’t as nice as the moat properties I viewed.

Claire · 10 June 2021

★★★★★ 5/5

Google

I have been in a Moat property for 14 years and had a great service throughout that period. Always on hand to help and provide information where required. We decided to sell our share and the resales team (Vanessa) in particular could not have done more to make it as smooth as possible. We were kept informed throughout promptly and although we were delayed in moving (through no fault of Moat) they have been fantastic. It's a great way of getting onto the property market. Thanks again Vanessa.

Damian · 10 June 2021

★★★★★ 1/5

Trustpilot

Incompetent

If there was a minus option, I would have chosen it - the lack of care and concern when trying to engage with any of their staff is astounding. It took me 24 minutes on hold the other day before i even got through to speak to someone. On at least 3 occasions within the last year, a Moat colleague has given me incorrect information or completely failed to action something - resulting in inconvenience and distress for me. Their level of incompetence astounds me every time i contact them.

Roisin · 13 May 2024

★★★★★ 5/5

Google

Really pleased with the Purchase process with Moat . Rebecca in sales has been amazing from start to finish . Communicated well . Has been clear and responded always in good time . Very professional . Made my experience smooth and stress free .

R · 24 July 2024

★★★★★ 1/5

Google

They broke my bathroom due to communal pipe being fault, promised to bring a decorator…. 1,5 year later I’m still waiting. Horrible communication, everyone at their admin team says something else! I will be taking legal actions against them as this issue has been going way too long with zero answers or a plan of action

Aneta · 12 November 2023

★★★★★ 1/5

Trustpilot

The absolute definition of mediocrity

The absolute definition of mediocrity. Service is appalling. As many here have mentioned before they ignore you and never carry out repairs or maintenance but they will charge the earth for it. Of that be absolutely certain. They will take your money immediately while you wait months and months for your windows, front door, etc. to be repaired/changed. They do not care and that shows.

Andres · 17 December 2024

★★★★★ 1/5

Google

Leaking roof, been reported. Anti-social neighbours, drug dealing from flats, Once your property hits 10 years old. Prepare for a neglected, unmaintained building and rising service charges. Avoid at all costs.

Jason · 26 December 2025

★★★★★ 5/5

Google

Edith was amazing and very helpful throughout the whole process. Nothing was too much for her. Our move would have been so so much more stressful without her.

Rod · 10 June 2021

★★★★★ 1/5

Google

Moat Housing Association... Is the most incompetent one I've been in so far.. Health and safety means nothing to them.. unlawful and unprofessional, Moat should be held accountable and hopefully one day they will. To the management of this incompetent establishment... One day you will be hit with aa bi lawsuit for breaching your commitment to tenants, everything can-not be about budget. Tenants functional home environment should count when we are paying rent for Moat's services, therefore comply within that agreement... Justice shall prevail...

Carmel- · 10 June 2020

★★★★★ 1/5

Google

A shambles from start to finish. Was never told that I would be placed next to council tenants or a community centre would be built directly underneath my property. Nothing against council tenants, however when they’re being allowed to get away with breaching their agreement on multiple occasions with no action from MOAT, that’s when I have an issue. Being allowed to play music until 3.30am on a Wednesday morning is one of the many highlights. Their neighbourhood liaison officers may as well not be there, Ive had more luck getting a response from the prime minister than I have them. If I could give no stars I would quite frankly.

Carl · 10 June 2020

★★★★★ 5/5

Google

I am so glad that my family and I chose to buy our home with Moat Homes. They made a rather intimidating process into a relatively simple one, I felt that they were there for us every step of the way and that they were guiding us, it genuinely felt like our rep was routing for us and that we were supported along the way. We got this consistently high level of customer service with every department we dealt with from home buy agents, accounts, legal and marketing, everyone has been helpful, positive and efficient. We got our house sooner than we imagined and wouldn't have been able to do this if it wasn't for the speed and efficiency of the Moat Team, it felt like they had our best interests in mind at every step of the process and I didn't feel like we were just another sale. We are so happy with our new shared ownership home and the after care has been fantastic as well. I really would recommend Moat to any first time buyers.

Giles · 10 June 2020

★★★★★ 1/5

Trustpilot

Have been a Tennant for 3 years now

Have been a Tennant for 3 years now, in which time we have have random service charge demands because they under estimated the end of year service charges.. £360 the first time in which they want payment within 14 days and now £260 within 14 days. The rent and service charge also increases every April on top of these random charges. Which will keep the price going up and up each year. The flat with live in is so poorly insulated we have to keep putting on the heating which makes the costs heating go up, the carpet they laid down is poorly fitted and has lifted from the underlay so now have to pay £1,500 for new flooring as it looks all bumpy and loose with sharp bits underneath.You can barely hang anything on the walls and put up blinds because it's pure plaster board and it'll fall out the wall within months of installing. The upstairs neighbour had a leak which have come down into our flat and destroyed the ceiling in the cupboard but we have to pay for that to be fixed apparently. They wouldn't pay for the boiler to be fixed so that was another 180 emergency call out from our pockets.They make it sound affordable and perfect but it's not. They will extort your money and tell you if you don't pay these service charge demands it'll go on to your mortgage and you'll be blacklisted for THEM underestimating. You'd be better off getting a council flat and paying for that instead.

Chelsea · 29 February 2024

★★★★★ 5/5

Google

My sister has recently purchased a shared ownership property with Moat and it was a smooth experience from start to finish. Vanessa was incredibly helpful and supportive.

Claire · 10 June 2021

★★★★★ 5/5

Google

Simone Miller of MOAT Homes was absolutely incredible during my purchasing process, not only did she take the time to give me both regular and frequent updates during the entire process as well as re-assuring that everything is on track and getting updates from estate agents, and solicitors too and forwarding them all over in one go to take a lot of the confusion out of the whole process. 10/10 could not recommend her enough!

Ted · 10 June 2021

★★★★★ 1/5

Trustpilot

I have been waiting for a call from…

I have been waiting for a call from emma from customer care for moorgate boulevard in Rotheram. Half a job done rest is incomplete. Would love to put pictures up of the half finished job you would be appalled been waiting for patio and front door to be repaired for over 6 months still no one has been. Do not buy feom keep moat once they have your miney they dont care.

Nosheen · 23 July 2024

★★★★★ 5/5

Google

This feedback is for Keeley Sadgrove, for all the help so far. Always picking up and helping me with info even for properties which she isn't the sales executive and always pointing me in the right direction. Looking forward to buying from Moat Homes. Good customer service so far.

Chukwunonso · 11 January 2024

★★★★★ 1/5

Google

I have never known a housing like it moat housing Cowboys builders they employ Can never fix thing on time or day or years !! Or correctly What the point of having time when u don’t stick to it and fine us for missing appointments I am self employed which I don’t get payed for taking time off work to wait for you when u don’t turn up no phone called to inform you either When you call up you don’t always get a great receptionist as they can be rude in all departments Do I need to go on !!!

Claire · 11 June 2019

★★★★★ 1/5

Google

Everything ran smoothly viewing the flat, lovely upcoming area in Ebbsfleet Green, until I started asking questions about ground rent. I was provided a sheet of paper with all the expenses and told by sales man Josh Whyatt that he believes there is no ground rent to pay. After some investigation credit to josh he came back to me after a numerous exchange of emails and told me it was £250 per year. The only information I needed before I was to hand over £500 reservation was that if the ground rent increased. 2 weeks went by after being ignored by Josh numerous times and even MOATS own Email address resulting in loosing out on the flat. Big waste of time and got our hopes up for nothing! worst thing is there was no fault on my side whatsoever, sufficient deposit good credit passed assessments. A case of give me 1 piece of information and take my money...

Alex · 11 June 2019

★★★★★ 1/5

Google

Worse company ever. They allow a person with MH issues to be extremely disruptive to other residents for almost 5 years. Screams and shouts all hours of the day and night. Brings a black sticky/tar like dirt from inside his flat into the communal areas to get stuck in the carpet. Attracting numerous quantities of flies and ants to the communal hallways, mainly because he never takes any rubbish out to the bin and is piled up inside his flat. Not allow anyone into his flat to replace the 4 broken windows in his flat. But yet he’s still allowed to live there as he’s vulnerable and it’s not so straightforward. That’s the excuses us residents are given. When his electric runs out he plugs into the communal electric. If it had been anyone else that wasn’t vulnerable ie....me. I’d have been kicked out years ago!!!! According to Moat that’s not strictly true though. Recently us residents have wanted to make improvements to the garden but told we’re not allowed. We’ve had more people come out to deal with that then they have with the neighbour. Plus the fact we’re told we’re not allowed air fresheners in the communal hallway as it’s a health & safety issue. This is what helps with the horrendous smell our neighbour is causing!!! It would seem Moat can only deal with easy issues and not when it comes down to tenancy issues. Then again, with how they operate, they could use this review against me and call it a breach of my tenancy.

Robert · 11 June 2019

★★★★★ 1/5

Google

I have lived In my home for 16 years now. I needed a new toilet so a contractor from mears sent someone round to install a new one. Well for some reason the contractor thought that it would be a good idea to pull up half my newly laid flooring and smash a load of tiles of the wall. He left my bathroom looking as if it had been bomb damaged. I complained to moat about this and sent them photos of the damage. They offered me £50 to cover the cost of some wall tiles. I accepted the cheque to put towards the cost of purchasing more tiles. But when I asked moat when will my bathroom be put back into the condition that it was before the mears contractor demolished it they said that as I excepted money towards the cost of the tiles that the contractor broke I can not have my bathroom repaired. This Is outrages. I’m left with a bathroom that looks disgusting. I have mould growing up the wall where tiles should be. The floor is permanently wet. This is all no fault of my own. I have since found out that the contractor is from Basildon and has done this to other tenants. This has made me so depressed and moat won’t do anything about it. If you look at my photos you will see how disgusting my bathroom now looks. It did look lovely before the guy from mears got his hands on it. I’m adding this after contacting Nicola as requested. Her response is that it’s my responsibility to pay for the repairs needed. I look after my home and I’m appalled that moat will not take responsibility for the damage done by the mears contractor. Most don’t give a s**t.

Laura · 11 June 2019

★★★★★ 4/5

Google

I have been with Moat since Aug 2017 and have always found them to be helpful and polite. Have needed work carried out inside my property on a couple of occasions. The work was booked in promptly and carried out by professional friendly contractors. The staff I talk to on the phone always go above and beyond to help. The only reason I haven’t given 5* is because sometimes it can take a while to get through to them on the phone, whilst this isn’t a major problem it can sometime be a bit annoying. Overall I am happy to have them as my housing association.

Kirsty · 11 June 2019