Damp, mould and condensation
Damp, mould and condensation
Damp or mould in homes is a health hazard. We want you to be safe and comfortable in your home, so when a potential hazard is reported to us or we become aware of a potential hazard, we’ll make an initial assessment to decide what action needs to be taken.
If you have damp or mould, report it to us immediately on 0330 343 0016 or use the button below.
How we respond to reports of damp or mould
We must start all work within 12 weeks of becoming aware of a hazard. So it’s essential that we are given access to the property to inspect and carry out work.
Step 1. initial assessment
When we become aware of a potential hazard we will review all information available to us and make an initial assessment to decide whether it’s an emergency hazard, a significant hazard or a standard hazard. In some cases we may decide there is no hazard, so we’ll provide further help and information, or support you to report a repair if required.
Step 2. inspection at property
We will make an appointment to carry out an inspection (also referred to as an investigation) within 10 days for hazards classed as emergency, significant or standard.
Step 3. actions we’ll take
For an emergency hazard:
We will complete relevant safety works and make the property safe within 24 hours.
If we cannot do this within 24 hours, we will offer suitable alternative accommodation until the required work is completed.
A full inspection of the property will be carried out within 10 working days.
For a significant hazard:
We will complete relevant safety works and make the property safe within 5 days.
A full inspection of the property will be carried out within 10 working days.
If necessary, we’ll reclass a significant hazard into an emergency hazard.
We will provide a written summary of the investigation and its findings within 3 working days of the conclusion – unless we have already made the property safe and completed works.
We will complete relevant work and take steps to begin any other preventative work within 5 days of concluding the investigation.
For a standard hazard:
We’ll arrange a property inspection withing 10 days for any reports we class as a standard hazard, then take any appropriate action.
If no hazard:
We’ll provide further help and information or support you to report a repair if required.
Step 4. follow-up inspection
Once we have completed the works, we’ll arrange a follow-up inspection about six weeks later to ensure the issues have been fully resolved.
We’re always looking to improve our services. An important way we do this is by reviewing complaints. So, If you’re not happy with how we handled your report of damp and mould, please complete our make a complaint form. If you’ve got any other feedback or suggestions, please complete our what we can do better form.
Tips to avoid condensation, damp and mould in your home
This short video with our colleagues Adam and Lee includes ways to reduce condensation in your home that can be created by everyday activities like cooking and washing, along with tips on keeping your home ventilated and warm.
If you are struggling to heat your home, please remember we can also help – you can see information on ways we can help in the cost of living section of our website or please contact us by phone or online.