Mears is responsible for undertaking repairs and maintenance on approximately 11,500 of Moat’s properties.

The areas covered include Essex, Hertfordshire, South and East London, the South Coast, Canterbury, Medway and Tonbridge.



  • Responsive repairs
  • Void repairs
  • Projects

Contact us

Contact Andy Roalf, Mears Branch Manager at Moat

Mariner House
Galleon Boulevard

Opening hours: 8:00am – 6:00pm Monday to Friday

Email Moat
Call 0300 323 0011

Working in partnership

Moat Logo V1 2 col(CMYK)
Making a Positive Difference

The Mears service commitment

Mears is committed to providing a quality service to its customers and is committed to the following response times:

  • P1 Emergency repairs – within 24 hours
  • 365 day repairs – to attend urgent repairs within 7 days and non-urgent repairs within 30 days

When Mears receives your repair details from Moat and an appointment has not already been agreed by your Customer Service Advisor, Mears aims to call and arrange an appointment within 24 hours.

To report a repair you can contact Moat’s Customer Service Team by phone or email. Moat customers can also register for MyMoat – a secure area of the Moat website designed specifically for customers to manage their Moat account. Repairs can be reported directly from MyMoat once registered; to sign up just click the button to the right.

Serving our community projects

Moat in Bloom - Hamlyn CourtHamlyn Court in Sevenoaks has been crowned champion of the first Battle of the Blooms gardening competition. This competition saw all of Moat’s retirement living estates battle it out to see which boasted the best floral displays.

Three judges, including Andy Roalf, Moat Branch Manager at Mears picked out Hamlyn Court as the winner but were unable to split second and third place. So, in joint second place came Minshaw Court and Denham Close.

Andy Roalf presented prizes to the three winning communities, as Mears sponsored the competition. Following the final decisions, Samantha Garnham – Estate Manager at Moat and organiser of the Battle of the Blooms – said: “It was a wonderful experience to get to see all of the estates, not to mention the hard work and dedication that so many of the residents have shown.”

Battle of the Blooms will return in 2015 – and it will no doubt be an even tougher competition!

Customer service satisfaction

2015Jobs CompletedResponse: Overall SatisfactionComplaintsPositive Compliments
  • Customer Satisfaction 2014
  • Customer Satisfaction 2015

Compliment of the month

“Tom was first class. Not only did he do the repairs, but because I am in a wheelchair there are a few things that I find hard to do. He did them all for me which was a great help.”
“I wanted to let you know that Cristian and Dave are a Godsend to Mears and did everything they could to ensure I was left with hot water. They are so good that they were not happy until they had fully fixed the problem and I am very happy with the service I have received from them. They know what they are doing and they understand this type of boiler.”
“Thank you so much for your help with this – it has been invaluable to me and I would like your manager to be made aware of your amazing customer service assistance and would ask that you forward this email to him/her. Without your correspondence and help this could have been even more of a nightmare. Thanks again.”
“I wanted to say that all of the Mears operatives who have visited her property over the last year have gone above and beyond their duty, and although her husband has developed some disabilities they have been very patient and understanding with him, which she really appreciates.”

You said, we did

Complaints help us to identify any failure in service and highlight areas of improvement. We are continuously aiming to achieve the highest customer satisfaction and improving our service for the future. In improving this service, additional training is provided to our operatives in certain skills to provide a more effective response time.

Subcontractors are interviewed and enlisted in areas that are less central to the majority of the homes we service and tools, stock and equipment is regularly checked for optimal productivity.  We aim to have van stock of as many general items as possible.  However, due to the large number of homes that we service, and with every home being different with an extremely varied number of fixtures and fittings, it isn’t always possible to achieve this.

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