Moat

Moat, housing association in Dartford (Kent)

Moat is a housing association based in Dartford, Kent, that describes itself as a provider of safe and affordable homes. Its activity is aimed at tenants, shared owners and homeowners, and covers both housing management and maintenance, safety and social support for residents.

Services for tenants

The organisation details on its website the services available to those who rent a home. These include repairs management, moving home, pets, lodgers and subletting, tenancy changes and home insurance. It also handles the maintenance and improvement of homes and specifically serves customers of the Stanhope PFI programme.

Support for shared owners and homeowners

For shared owners, Moat explains their responsibilities, repairs management, managing agents, home insurance, purchasing more shares, changes to the lease or remortgaging, moving home, flexible tenure, subletting and adapting and improving the home. Homeowners have information on responsibilities, repairs, managing agents, leaseholders and equity loan customers, as well as home insurance.

Communal areas and charges

The organisation is responsible for maintaining communal areas, which includes repairs, waste management, estate inspections, grounds maintenance and cleaning. On the financial side, it provides explanations about rent, ways to pay, service charges and notification under Section 20B.

Safety and support for residents

Moat publishes information on home safety: damp, mould and condensation, fire safety, asbestos, gas and legionella, as well as pest control. It also provides money and benefits support, cost of living support, local county or council support, support for victims of domestic abuse, action against anti-social behaviour, safeguarding and home adaptations.

Finding a home and community involvement

The association guides those looking to buy or rent, people over 55 and those who want a mutual exchange of homes. In the community sphere, it promotes neighbourly support and resident involvement through roles such as Customer Advocates, the Customer Scrutiny Panel and the Existing Homes Forum.

Strategy, transparency and customer portal

The organisation has launched the corporate strategy 'Homes that Build Futures', a five-year plan that sets out objectives for residents and communities, the order of actions and investment of rent. It publishes reports and documents, customer newsletters, information about services under the STAIRS framework and monthly performance data. In August 2026, the average wait for a routine repair was 18 days, 96% of emergency repairs were completed within 24 hours and 88% of customers were satisfied with the repair carried out. The organisation has also launched a new customer portal, myMoat, and has obtained Gold accreditation from the Domestic Abuse Housing Alliance (DAHA) for its support in cases of domestic abuse.

Location and contact

Moat, Mariner House, Galleon Boulevard, Crossways, Dartford, Kent DA2 6QE · Phone: 0300 323 0011