Moat Home News 33:Moat Home News 33

moatIssue 33December 2010

Residents help MoatCover story…Our cover picture shows the launch ofMoat’s new mobile office in October.The vehicle will be touring Moatneighbourhoods and events, deliveringadvice and information about ourservices. You’ll find the full story onpages 4 and 5.moatPublished by: MoatMariner HouseGalleon BoulevardCrosswaysDartfordKent DA2 6QEMoat Homes Limited is a charitableorganisation registered under the Industrial& Provident Societies Act 196520 0to all Moat residentsChristmas opening timesOur offices will close at 3pm on 24 December 2010 and re-open on Tuesday4 January 2011. For emergency repairs ONLY please call the following numbers:Pollards Hill Mascot 0208 542 862All other areas Invicta Careline 0845 762 6977Extended opening hours are a hit with residents• The Moat customer service centre’s extended opening hours continue togo well – residents clearly welcome the initiative.• The income recovery team and the supported/sheltered team have nowextended their hours so that they are available to help you whenever thecustomer service centre is open.• Currently, it seems that most residents are calling to report a repair or topay or discuss their rent accounts.Call us on 0845 600 1006 from 8am to 6pm, Monday to FridayName change for gardening contractorsMoat’s gardening and maintenance contractors, formerly called Connaught, havechanged their name to Fountains. You’ll be seeing the new Fountains logo on theirvehicles and workwear very soon.Is your home too big?■ Are you finding yourhome hard to maintain?■ Are there too many roomsto keep clean and tidy?■ Are the stairs becoming aproblem?■ Could you do with lessrent to pay?■ Would you like to benearer to friends, familyor other people of yourage?As your family grows up and leaveshome, you can find yourself in aproperty that’s too big for you,paying high prices for heating andlighting and struggling to keep upwith essential home maintenanceand decorating.There’s a growing demand forfamily-sized homes in your area, sowhy not consider moving to asmaller, more convenient property?We’d be delighted to help youfind a new home that suits yourchanging needs.To find out more, call us on 0845 600 1006create all new websiteEasy to navigate and a fresh new design – accessmore online services at www.moat.co.ukAlot of work has taken place overthe last few months at Moat.Teams from across the businesshave been looking at ways that we canimprove our online services to residents andon 1 November we launched our brandnew website!Residents were involved right from thebeginning and played a key part in developingthe design, structure and testing of the newsite. I would like to say a big thank you to all ofthe residents who helped out, their role hasbeen integral to making sure the websitemeets the needs of our residents.The design of our new website is cleanIn a move aimed at driving up service standards for all residents,Moat has changed the way its neighbourhood services areorganised. Instead of having six neighbourhood teams, we nowhave four, creating a simpler, more compact managementstructure.The new area teams will be based in:■ London (Pollards Hill)■ Maldon■ Sevenoaks■ Stanhope/Medway (based at Ashford and Gillingham).The new teams, which will concentrate on improving theperformance of our contractors, are each led by an area businessand contemporary and offers a wider rangeof functions than before. Navigation is mucheasier too and we have paid particularattention to the signposting of each page sothat users can find exactly what they needmore easily. We have also created a specific‘residents’ section which containscustomised pages for tenants, sheltered andsupported residents and home owners.We have also redeveloped the ‘My Moat’section and added plenty of new features.With your ‘My Moat’ account, you can checkyour rent and service charge statements, payyour rent or make payment arrangements,sign up for newsletters and report a repair.If you have not registered already,visit www.moat.co.uk to create yourown ‘My Moat’ account. To registersuccessfully, you will need to submityour date of birth, current emailaddress and tenant reference number.If you do not know your tenantreference number, please contact ourby Brian Johnson,chief executive, MoatCustomer Services Team on 0845 6001006 and they will be happy to assist you.We will continue to develop the site inthe future so that we can deliver theservices residents tell us are important tothem. We will also be working with theresidents’ associations to help them developtheir own websites.If you haven’t visited our website for awhile, I encourage you to go and have a lookat the improvements we’ve made. If youhaven’t accessed the site before, pleaseregister and see how you can get the mostfrom Moat!■ A repair to brand new home (less than 12 months old) is called a ‘defect’ ratherthan a ‘repair’. Should you need to report a defect you can do this using the ‘reporta repair’ section of the new website, but please ensure you state that it is a ‘defect’within the notes section of the form.All change in neighbourhood servicesNew structure will help us drive up standards andimprove the performance of our contractorsmanager with direct responsibility for delivering Moat’s three yearbusiness plan. These managers will work closely with our localauthority partners and agencies and exploit new opportunities forjoint working.We are currently looking to recruit people to fill vacancies inthe new teams and we hope to complete this soon.To find out more about these important changes, please contactShane Whitehead, director of Neighbourhood Services, by callingour customer service centre on 0845 600 1006.23▲

Crown scheme isa hit with LindaYou askedWE DID“I think Moat’s Crown paint scheme is a fantasticidea,” says Linda Marshall from Hastings. “It’s so easyto pick your colours, and Crown arrange a suitableappointment with you for delivery. I don’t have anytransport at the moment – now I won’t have tostruggle around the shops with my decoratingitems.”Claim your 20% discount on all decorating suppliesand equipment, plus free delivery,when you use the CrownResidents’ Discount Scheme.Order online atwww.crowndecoratorcentre.co.uk,visit any Crown Decorating Centreor phone Vicky Whitehill at Crownon 01634 262566 and quoteResidents’ Discount Schemenumber 71220.Up to 20%off withResidents’DiscountSchemenumber712200Service charge statementsResidents with a variable service chargewere issued their year end statements atthe end of September and in some cases thesewere incorrect.Our printers immediately rectified theirerror and reissued the letters and statements,accompanied by their apology.Following an investigation, both Moat andthe printers have taken steps to ensure thatthis error can not re-occur.Please accept our apologies for anyinconvenience or concern this may havecaused.If you have any questions about thecalculation of your service charge, pleasecontact us on 0845 600 1006 or emailcustomer@moat.co.ukTaking action on residentinvolvementStaff and residents create a new strategyto make sure all the pieces fit togetherAs Home News goes to press,Moat’s Resident Forum andstaff are putting the finaltouches to a new resident involvementstrategy.Our vision for resident involvementputs residents – and working inpartnership with them – at the heart ofeverything we do.The strategy is supported by a threeyearaction plan. Over those three years,Moat and residents will:■ Make sure that our decision makingstructure and our residentinvolvement structure are in line witheach other. This will meanstrengthening and supporting:• local residents’ groups, who candiscuss local issues with theneighbourhood officers or teammanager• area residents’ groups, who candiscuss area issues with the areabusiness manager; this includesbeing involved in developing theannual area service plan• strategic groups, who will discussorganisational issues and prioritieswith the senior officers and theHousing and Customer ServicesCommittee, part of the MoatBoard.■ Provide more opportunities forresidents to get involved in a way thatsuits them. For example:• local events• Moat’s mobile office• focus groups and workshops• Community Champions• Ideas Catcher• surveys• electronic formats.Mobile office getsMoat on the moveMoat’s latest innovation in bringing services out to your neighbourhoodswas unveiled in October – the ‘Moat on the move’ mobile office.The custom-made vehicle was officially launched by Gerri Scott, Moat’sexecutive director: Housing and Customer Services, and Lorraine Ash, Boardmember and chair of Moat’s South Area Residents’ Association.‘Moat on the move’ has been fitted out with a reception area, two meetingrooms – one of which is wheelchair accessible – a kitchen and a toilet. Staff on thevehicle will also have netbooks so that they can access any information you mayneed at the click of a mouse.The mobile office will be visiting Moat neighbourhoods and featuring atcommunity days arranged by Moat or our partners and stakeholders, where staffwill be more than happy to chat with residents needing advice or information onour range of services.■ Provide support, learning anddevelopment opportunities to ensurethat residents’ involvement is reallyeffective.This includes:• training opportunities• key housing conferences• grants to formal groups.■ Develop resident-led service inspections.We are about to run a pilot programmeto ensure we get this right for the future.■ Develop an involvement ‘toolkit’ forresidents and staff.This will include keyinformation and best practice for staffand residents on various ways to involvepeople and groups. It will be made widelyavailable to everyone.A final part of the strategy will be todevelop an ‘impact assessment’ templatewith residents.This is a way of measuringhow well we are doing each year.Watch this space for more informationabout how you can influence Moat’sservices by being involved once thestrategy is finalised and we begin to moveforward on the action plan.Lorraine Ash cuts the ribbon, watched by Gerri Scott (second from right) and residents (fromleft) Ian and Brenda Redding, Jenny Hill, Terry Steeples and (right)Bob Backhouse.To find out when the ‘Moat on the move’ vehicle will visit your neighbourhood andwhere else it will be, check our website at www.moat.co.uk or contact our customerservice team by phone on 0845 600 1006 or by email at customer@moat.co.ukDo you need avisit from theGreen Doctor? Do you want to save moneyand help protect theenvironment?Do you live in Dartford,Gravesham, Sevenoaks,Medway or Swale?If your answer to thesequestions is YES, then you couldbenefit from a FREE visit fromthe Green DoctorThe Green Doctor can advise you on the most efficient way to use energy how to cut your bills how to get grants for energy-savingimprovements other environmental issues, such asrecycling, composting and water use.We’ve arranged for the Green Doctorservice to be provided in the Dartford,Gravesham, Sevenoaks, Medway andSwale areas by Groundwork, a group ofcharities helping people andorganisations create betterneighbourhoods and find greener waysto live and work.For your free consultation, call thecustomer service centre on 0845 6001006 and ask about the Green Doctor.45▲

How your ideas have made abig differenceOver the last year, we’ve asked you to help us with avariety of projects, all aimed at providing betterservices. Your feedback has shown us where we’regetting it right and where we need to improve. Here aresome of the areas where your help has been invaluable:You askedWE DIDIn May, eight residentsRecruitmentcompleted ourcorporate recruitment and selectioncourse, qualifying them to help us interviewand appoint new Moat staff to work withresidents.RepairspartneringIn June, our PropertyServices team askedfor feedback from the Ideas Catcher onhow to improve our repairs service.Residents completed a questionnaire forus, which highlighted a number of issues:• appointments should be arranged at theresidents’ convenience• opening times should be extended• residents would like to see multi-skilledrepairs operatives who could do severalrepairs in one visit.We have already extended our customerservice centre opening times (see page 2)and the rest of this feedback will beimportant when we appoint our newresponsive repairs contractor next year.AnnualreportSteve Nunn, executive director: Development and NewBusiness, with customer service advisor Hayley Connor.We feel that residentsshould be at the heartof our annual reports to residents andhome owners, so this year we askedmembers of the Ideas Catcher panel toget involved. They helped review the textand gave their feedback on the design,ensuring that the reports were clear andtransparent.CustomerservicestandardsIn April, we revised ourcustomer servicestandards.We involved the Ideas Catcher inthis process by asking them to complete asimple questionnaire and feedback form.This helped us to establish performancefigures for the start of the financial year andalso to provide new satisfaction figures forareas we weren’t previously measuring.IncomerecoveryDuring July, weconducted a review ofall the various rentarrears letters we send out to residents.The Ideas Catcher panel read and reviewedthe letters to ensure they are clear andcustomer focussed.As a result, we have completely reformedour rent arrears recovery process. It is nowmore focussed on our residents’ needs andon providing the support they need tomanage their financial situation.We are currentlyText servicelooking to introduce aservice using text messaging as a way tocommunicate with you and asked allthe members of the Ideas Catcher fortheir feedback and comments on ourproposals.Their responses showed that residentswould use the service for reporting repairsand checking their rent account.The text service is currently being usedat our Ashford and Sevenoaks officesand we will liaise with them to see howwe can develop the system to work atall sites.Customer service advisor Dawn Crook and Ade Adenaike, project manager,Property Services.HomeBuyleafletIn August, we designed aflyer to encourage moreresidents to consider buying a property throughthe various HomeBuy schemes.Members of the Ideas Catcher reviewed thedesign and content of the flyer, and made a fewchanges. The amended flyer is now being sentout to residents.We very excited about ourOur websiteredesigned website (seepage 3). Input from residents has been essentialin the redesign process, ensuring that we aregiving you what you expect from the site.The Ideas Catcher panel has influenceddecisions on what information will be containedon the site and has helped with the design andlayout. Members have also been involved intesting the website to see how user-friendly it isand if any amendments needed to be madebefore it went live.■ Members of the Ideas Catcher make up partof our resident consultation process. Otherresident groups are involved in the process andfeedback was also given by the Policy Procedureand Strategy Working Party.The Ideas Catcher has a real impact on ourproducts and services. If you want to haveyour say and help Moat shapeand improve services foryou and your fellowresidents, call ourcustomer service teamon 0845 600 1006for more information.Managers goback to the floorThe first week in October was NationalCustomer Service Week and membersof Moat’s senior leadership team marked theevent by going ‘back to the floor’ for a day,working in the customer service centre andanswering calls from residents. Here are twoof them, hard at work on the phones.Fire safetyAt Moat, we take fire safety very seriously. Where we are responsiblefor communal areas in apartment blocks and supported schemes,we have made sure that all the necessary fire prevention andcontainment procedures are in place and escape routes are clear.But the most likely place for a fire to start isn’t in the communalareas – it’s in your home…Did you know:■ Cooking accidents account for half of all fires in homes■ More than five fires a day are started by candles■ Every three days, someone dies from a fire caused by a cigarette■ Faulty electrics (appliances, wiring and overloaded sockets) causearound 7,000 house fires across the country every yearDo your best to prevent fires startingtake care in the kitchen especially when cooking with hot oilalways make sure candles are put out after use• try not to smoke indoors, but if you must, never smoke in bed and use aproper ashtray• don’t overload electric sockets, watch out for any faulty plugs or leads andreport any damage• don’t leave children unsupervised when candles are burning and keepmatches and lighters out of their reach.Plan ahead• Plan an escape route in advance for you and your family, taking any specialneeds into account• If you are thinking of buying a fire extinguisher or fire blanket for your homeseek advice first. There are several different types on the market and youneed to know which ones to use for different types of fire.What to do if a fire does break out• Only use a fire extinguisher or blanket if you’re confident that you know whatyou’re doing and it’s safe to do so. If in doubt, do not attempt to tackle thefire. Evacuate the building and raise the alarm.• If you live in a block, it’s usually safer to stay put, unless of course the fire is inyour own flat or very nearby. All Moat blocks have fire action notices postedin prominent positions advising what to do in the event of fire.For further guidance on fire safety in the home visitwww.direct.gov.uk/firekills6 7▲

Commonmyths aboutloan sharksThere are many rumours and mythssurrounding loan sharks and what theydo. Here are some of the most commonones – and the truth about them…the myth… Unlicensed money-lending isnot illegal.the truth… It is illegal for anyone tooperate a money-lending business if theydon’t have a licence from the Office of FairTrading.the myth… If you borrow money from aloan shark, you are breaking the law.the truth… It’s the loan shark who isbreaking the law, not the person who hasborrowed the money.You can’t beprosecuted for having taken a loan from aloan shark.the myth…You have to pay back what theloan shark says you owe.the truth…Any loan made by someonewithout a licence is unenforceable. Thismeans you cannot legally be made to payit back.the myth…Illegal money-lending is avictimless crime.the truth…Those who have borrowedmoney from illegal lenders are oftenthreatened and intimidated into paying backmuch more than they borrowed. People mayturn to crime to pay back out-of-controlloans, which affects whole communities. Loansharks are also often involved in other crime.the myth… Loan sharks are providing areasonably priced service to people whoneed it.the truth… A loan from a loan sharkcosts, on average, three times as much as thesame loan from someone operating legally.Interest rates of between 8,000% and117,000% have been uncovered.MoneymattersThe truth aboutloan sharksIf you’re short of cash, the offer of a loan – no paperwork,no questions asked – can be tempting. But don’t be fooled.If it seems too good to be true, it probably is…What is a loan shark?A ‘loan shark’ is anyone who is lending money illegally, without having alicence from the Office of Fair Trading (OFT).You can check if someone has a licence by using the online ConsumerCredit Register search on the OFT’s website www.oft.gov.uk or you cancall 020 7211 8608 between 9.30am and 4pm, Monday to Friday.How loan sharks workLoan sharks all tend to work in similar ways:• they rarely give you any paperwork, making it very difficult to keep track of howmuch is owed• if payments are missed, they often use threats and violence to get more money• they charge extremely high rates of interest and also add other ‘charges’ to loanswhenever they want• they take away people’s bank cards as ‘security’• they are often involved in other criminal activities, such as gun and knife crime,counterfeiting and drug-dealing.What to do if you’ve borrowed from anunlicensed money-lenderYou haven’t broken the law, they have. You can reportthem in confidence, by:• calling 0300 555 2222, or• texting ‘loan shark’ and the details you want to passon to 60003• emailing reportaloanshark@stoploansharks.gov.uk■ A loan shark is never the answer to borrowing,but your local credit union might be.Turn to page 10to find out more about credit unions.Simple waysto pay yourrent andservice chargethis Christmas■ Online at either www.billpayment.co.uk Kingdom, at any post office or Paypointor www.allpayments.netoutlet. To order a payment card, call our■ By direct debit or standing order. Please customer service centre.call our customer service centre to set ■ By sending a cheque or postal order tothis up.Moat or by taking the cheque or postal■ By payment card – this can be used free order into your neighbourhood office.of charge anywhere in the United ■ By calling our customer service centre.Our customer service centre number is 0845 600 1006Debt problems? Don’t stick your headin the sand…Face the facts and takecontrol of your debtsUnemployment, separation, sickness, bereavement – there are manyreasons why people get into debt. If you ignore your moneyproblems, they won’t go away, they’ll just get worse – and youcould end up losing everything, including your home.Here are a few golden rules about debt:■ Don’t ignore the problem. It won’t go away and the longer you leave it,the worse it gets.■ Don’t borrow money to pay off your debts without thinking carefully. Getadvice first. This kind of borrowing can lead to you losing your home.■ If you have lost your job, or are off work because of illness, check whetheryour payments are covered by mortgage or credit insurance schemes.■ Get in touch with your creditors straight away and explain your difficulties.Go to see them, or phone or write to them. If you have an accountnumber be ready to quote it.■ Make sure you tackle your priority debts first – for example, debts thatcould mean losing your home or having your gas or electricity cut off.■ Contact everyone you owe money to. If you make arrangements to pay areduced amount to some creditors but not others, you could run intodifficulties again.■ If the first person you speak to is unhelpful, ask to speak to somebodymore senior who may be able to agree to what you want.■ Don’t give up trying to reach an agreement even if creditors are difficult.Once you have made an offer of payment, start paying immediately,regardless of the creditor’s reaction.■ Fill in the reply forms to court papers and let the court have all the facts.You can attach a copy of your personal budget if you wish.■ Always attend court hearings. Take a copy of your personal budget withyou. Don’t think that going to the County Court makes you a criminal; it’snot that kind of court.■ Always keep copies of any letters you send or receive.■ We also advise that you seek independent professional advice. Contactthe National Debt Line on 0800 808 4000 or Consumer CreditCounselling Service (CCCS) on 0800 138 1111 or contact your localCitizens Advice Bureau www.citizensadvice.org.ukHave a merryChristmas –but don’tforget to payyour rent!8 9▲

▲MoneymattersGet your priorities rightOne of the biggest problemsfacing people in debt is howdo you know which debts arethe most serious. In other words, who doyou pay first?Obviously, some debts are moreimportant than others – and it is notnecessarily the people who shout theloudest who ought to be paid first!The best way to decide which debtsare the most serious is to look at whatmay happen if you don’t pay the moneyyou owe. Here’s a chart to give yousome idea of what mighthappen if you don’tpay certaindebts.■ Citizens Advice BureauCAB provides free, confidential andindependent advice, face-to-face and bytelephone. Most offices offer home visits andsome also provide email advice.CAB advisers can also help peopleresolve their benefit, housing, legal,discrimination, employment, immigration,consumer and other problems.The number of your local CAB office is inthe phone book or you can find them onlineat www.citizensadvice.org.uk10Always pay your priority debts firstIf you don’t, you could be evicted, imprisoned, have your goodsseized by bailiffs, or have your gas or electricity cut offPriority debtsMortgage/Secured LoanRentCouncil TaxGas/Electricity/TelephoneHire PurchaseMagistrate court fines/Child support paymentsNon-priority debtsUnsecured loans/store cards/credit cards/catalogues/overdraft/etcIf you need a loan, but don’t have the credit rating required by moremainstream high street lenders, your local credit union may be able to help.Credit unions are financial co-operatives owned and controlled by theirmembers. They are local, ethical, offer great value loans and encourage peopleto save on a regular basis.Our customer service team or your income recovery officer can tell youwhere your local credit union is based – call them on 0845 600 1006. Formore information and a full list of all credit unions, visit www.abcul.org■ Consumer Credit Counselling ServiceCCCS is a specialist advice service whichruns a free national telephone helpline andnine centres for people with debtproblems.It provides counselling on personalbudgeting, advice on the wise use ofcredit and, where appropriate, managingachievable plans to repay debts.You can call them on 0800 138 1111or find them online atwww.cccs.co.ukIf you don’t payEviction from your homeEviction from your homeGoods taken / ImprisonmentDisconnectionGoods repossessedImprisonmentIf you don’t payCreditor may obtainCounty Court Judgementbased on your ability to payCan’t get a loan? Your local creditunion might have the answerWho to contact if you are worried about debt repayments■ National DebtlineThe National Debtline is a free, confidentialand independent telephone helpline forpeople with debt problems.They will discuss your options with youand back up the advice they give by sendingyou free self-help leaflets. In some cases theycan set up a debt management plan for you,again, free of charge.You can call them on 0808 808 4000or find them online atwww.nationaldebtline.co.ukGetting to know yourincome recovery teamIf you have any concerns aboutpaying your rent, get in touch withour income recovery team. Wehave 12 income recovery officers,three home ownership officers andtwo welfare benefit officers, all happyto help.Your income recovery officers are:■ Essex: Christopher Smith andNatalie Sutton■ Kent and Medway: Alison Crookand Jenny Dale■ West Sussex, Surrey and London:Jenn Cook and Christine Slight■ East Sussex and West Kent: DawnBox and Penny Jenkins.Your home ownership officers are:■ For home owners, including sharedownership: Joanna Whitelaw, JanetBurton and Claudette Green■ Mortgage Rescue properties:Claire Walker■ MyChoiceHomeBuy properties:Michael Poppy■ Moat garages: Matthew Rock.Your welfare benefit officers are:Lynn Wenbourne and HelenGoldsmith.Leading the income recovery andfinancial inclusion team is:■ Femi Odunaike.The contract toupgrade Moat’scommunal TVaerials has been won bySCC International (SCCi), acompany established in 1992,which has already upgradedover 250,000 homes.SCCi surveyors arecurrently assessing each blockbefore installing the necessaryaerials, dishes, electronics and cabling on the outside ofthe building. Once all the equipment is up and workingproperly, teams will begin visiting each home to install thenew TV socket, a job that should only take half an hour.All SCCi staff carry identification – be sure to check itbefore you let anyone into your home.The work will generally take place between 8.30am and5.30pm on weekdays and each block should take nomore than a week to complete. Noise and disruption willbe kept to an absolute minimum.The new communal system will allow residents tocontinue watching their current TV programmes after thenational digital switchover. Residents subscribing toservices like Sky+, Sky HD and other packages will nolonger need their own Sky dish and these will beremoved.To find out more general information about the digitalswitchover:■ visit www.digitaluk.co.uk■ phone Digital UK on 0845 650 5050 (or if you wantto know about their help scheme 0800 519 2021)■ looking at Teletext page 106■ asking any reputable electrical retailer or supplier.Board welcomes new member Sue CresseySue Cressey joined the MoatBoard in July.Sue has been a registered nursefor over 30 years and works for oneevening a week in a youth centre. Shewas on the Bourne Board for severalyears before stepping down torepresent residents on the Moat Board.Clockwise, from top left, head ofincome recovery Femi Odunaike; andincome recovery officers Claire Walker,Jenny Dale and Penny Jenkins.“Having been appointed to theBoard following the interview process,I am now enjoying working with theteam at Moat. I am getting a lot ofsupport as I learn about social housingand I am able to put a resident’sperspective on the discussions anddecisions that are made at Board level.”Work begins ondigital TV upgrade11

Just say no!How to stop unwanted calls, junk mail andthose annoying doorstep salesmen■ It is illegal for UK companies to phone you if you have said you don’t want thecalls.All you have to do is join the telephone preference service (TPS) register. Ittakes about 28 days after registering for all calls to be stopped.■ There are two different types of junk mail and both can be stopped, although this isnot a legal right. It depends on whether the letters have your name and address onor they’re just distributed by the Post Office.■ All members of the Direct Marketing Association agree to a Code of Practice notto send you junk mail if you have indicated that you don’t want it. Stop the junk byjoining the mail preference service (MPS) register. It may take up to four months tostop altogether, but you should notice a reduction of the mail before then.Joining these preference services is easy and free.• You can register online at StayPrivate.org.uk and join the telephone and mailregisters at the same time or you can register by phone.• You can call the Telephone Preference Service on 0800 398 893• Call the Mail Preference Service on 0845 703 4599When sales people call at your door…■ First, remember you don’t have to let them in. Find out exactly who they areworking for and check their official ID.■ Don’t sign anything, even if all they are offering is a quote.■ If you do decide to buy, remember that you have a seven-day cooling off period,during which time you have the right to cancel (for all goods over £35) and getyour money back, including any deposit, provided that you return the goods ingood condition (you may have to pay for return delivery). Similar rights exist if youare buying online or by phone.■ A trader must advise you in writing that you can cancel any contract. If they don’t,they can’t hold you to anything in the contract.■ Changing your electricity or gas supplier on the doorstep is the worst way to doit, despite the salesman’s promises to save you money and claims of being backedby this or that web site. Do your own price comparisons to get the best deal.■ The big six energy companies have now agreed to a code which says that energysalesmen must obey ‘no cold caller signs’.■ Put a clearly-wordedmessage somewherevisible by your frontdoor saying that youdon’t want any coldcallers. The examplehere can bedownloaded free from www.moneysavingexpert.com or you can just write anotice yourself, so long as it’s clear.■ If the sales person calls anyway, ask them for their name and employee numberand report them to their company and to Consumer Direct (see below).■ More information and advice is available from Consumer Direct, either online atconsumerdirect.gov.uk or by phone on 08454 04 05 06.12SurveysserviceBefore long, many Moat residents will beasked to complete our annual residentsatisfaction survey. It’s an essential toolin helping us to improve our services.The survey lets you rate our services■ You said you wanted your enquiriesaccording to your experiences and gives us dealt with at first point of contact.valuable feedback to help us shape services We have dealt with 85% of all customerfor the future.enquires at first point of contact and areThis year we want to concentrate ourworking towards improving this further.focus on the experiences of our general■ You wanted to contact us before 9amneeds residents. If you are contacted, please and after 5pmgive us your honest views – your opinionsWe have extended our customer servicereally matter and we appreciate all the help centre opening hours so that you canyou can give us.contact us from 8am to 6pm, Monday toThe results of the survey will be published Friday.widely, but we can assure you that your■ You wanted a right first time approachindividual responses will be entirelyto repairsconfidential.Residents are currently helping us toHoorah for LARAResidents from 11 differentschemes attended the secondmeeting of the newly regeneratedLondon Area Residents’ Association(LARA) in September.LARA’s aim is to create a forum forMoat residents in the London area todiscuss matters that affect them.The meeting was opened by LARAchair Norman Sowerby and a warmwelcome was given to Moat chiefexecutive Brian Johnson, who stressedthe essential need for residentinvolvement and congratulated memberson the energy that they brought to themeeting.Colin Tanner, community developmentofficer for the London area, spoke of thenecessity for resident involvement in allaspects of Moat business to ensure theregular monitoring of quality and servicehelp us gaugesatisfactionHere are some of the things you toldus last year, and a brief outline of how we haveaddressed some of the issues you raisedstandards. Currently, meetings withresidents’ groups take place in theboroughs of Sutton, Kingston, Bromley,Merton, Croydon, Crawley and Brighton. Itis hoped that other similar groups can bedeveloped through increased partnershipworking with local authorities to promotethe Government’s Big Society agenda.The meeting also offered opportunitiesfor discussion and a question and answersession with Moat officers.■ LARA meetings take place bi-monthly atthe Teaching Room , New Horizon Centre,South Lodge Avenue, Mitcham, SurreyCR4 1LT.The next meeting will be held onFriday 21 January 2011.If you are interested in developing aresidents group, please contact ColinTanner on 0845 359 6661 or emailcolin.tanner@moat.co.ukYou askedWE DIDchoose a long-term repairs partner whocan deliver the service you demand.■ You said that we do not take your viewsinto account enoughWe will now be reporting back toresidents regularly and publicising theresults of resident involvement.We are revamping and promoting themystery shopper programme and tryingto get more people actively involved inestate inspections and neighbourhoodchartersThe new Ideas Catcher panel is provingreally successful in capturing the views ofresidents who prefer not to be involvedin more formal resident involvementmeetings.Resident observations have led to changesin some of our policies too. For example:■ We are now using close-boarded fencingrather than chain link in back gardens■ Windows – in the past, back bedroomwindows needing replacement becausethe double glazing seal had blown wouldbe left until our major works programme.Now they will be replaced regardless ofwhere they face.■ Sheltered residents now have a choice ofhaving a bath or shower as part of theirbathroom refurbishment.Look out for the ‘You asked we did’ logo inour future literature, particularly in HomeNews, where you can easily identify thechanges we have made as a direct result ofyour requests.If you have any questions about oursurveys, or want to become more involvedin matters that affect your home andneighbourhood, please call the customerservice centre on 0845 600 1006.The MoatStar Awards2010The winner of this year’s residentnominated Star Award was LesleyRichardson, support co-ordinator,sheltered and supported housing.She is pictured here (on left of picture)receiving her award from RosamundBlomfield-Smith, chairman of the MoatBoard.The Star Awards celebrate all thosemembers of Moat’s staff who haveprovided exceptional customer serviceHere are extracts from her nomination:“I would like to recommend Lesley forher excellent customer service. She hashelped in so many ways make our bedsitsinto comfortable smart homes.Lesley managed to get new flooring to liftthe dark hall to cheerfulness and light and alick of paint… We had a new door as theold one was very bad… she managed to getnew washing lines… Most of all she was theinstigator for a fence and gates that keepour block safe and give us pride in ourhomes and little gardens that we try to keepnice. I for one am most grateful for her”pressing for these improvements.13▲

Visit our website at: www.moat.co.ukAt your service…✂Our customer service team is happy tohelp with all your general enquiries.Whichever area you live in, the numberto call is0845 600 1006or email customer@moat.co.ukOur customer service centre is open from8am to 6pm, Monday to FridayYour can contact your community development teamby calling our customer service number 0845 600 1006 orcall them direct as follows:Medway and Sevenoaks neighbourhoodsAnne Atkinson 0845 359 6212anne.atkinson@moat.co.ukJan Henry (Stanhope) 0845 359 6582jan.henry@moat.co.ukMaldon and Harlow neighbourhoodsNicola Syder 0845 359 6549nicola.syder@moat.co.ukCaroline Kay 0845 359 6531caroline.kay@moat.co.ukClaire Lomax (Harlow) 0845 359 6511claire.lomax@moat.co.ukLondon neighbourhoodsColin Tanner 0845 359 6661colin.tanner@moat.co.ukRose Joseph 0845 359 6635rose.joseph@moat.co.ukIf you need this document translated (or in a different format,large print or Braille or audio) please confirm which language youprefer by ticking the box. Complete your name and address andreturn this page to our office.Need a repair?To report a repair, call us on 0845 600 1006 to make anappointment with one of our maintenance contractors.If you have access to the internet, you can report a repaironline at www.moat.co.ukFor emergency repairs outside office hours, please call:Pollards Hill Mascot 0208 542 8621All other areas Invicta Careline 0845 762 6977IMPORTANT: a repair is only classed as anemergency if there is a risk to someone’s life or ifserious damage will occur unless the repair is doneimmediately.You may be re-charged if you callthe emergency number and your repair is not agenuine emergency.Regional residents’ associationsMERA (Moat East Residents’ Association)phone (residents’ shop) 01621 856438emailrcm@mera-online.orgwebwww.mera-online.orgSARA (South Area Residents’ Association)phone 07858 460944emaillorraine-sara@hotmail.co.ukwebwww.sara-online.org.ukWe offer Language Line services topeople whose first language is notEnglish. Please call us on 0845 6001006 if you require this service.Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Post to: FREEPOST RRCB-HHJS-LXXR, MOAT, DARTFORD DA2 6QE. No stamp is required.