Damp and mould

Damp and mould

Mould can grow anywhere in the home where there’s always moisture.

Mould is unpleasant and if it’s not removed it can affect your health, so we take reports of mould very seriously.

Why does mould grow?

Often, moisture from normal things like bathing and cooking hits a cold surface in the home, condenses into water droplets and over time mould can grow.

Mould will also grow in damp areas that never fully dry out. This happens when moisture comes through a floor, wall or ceiling from somewhere else, like a leak that’s not always easy to see.

What to do if you have condensation, damp or mould

Fill in our mould report form or contact us

We’re committed to working with you to find a solution.

Once we’ve received it, we’ll contact you within 10 working days.

Clean the mould away

We understand that mould is unpleasant and you’ll want to get rid of it straight away. There are lots of mould cleaners available in supermarkets, but before cleaning the mould away, please take some photos of it for us. It will help us with our investigation.

If you feel you’ll struggle to clean the mould away, please let us know.

Take a look at our guidance on Damp and mould [PDF]

What we’ll do to help resolve the problem

One of our colleagues will talk with you to understand where the mould is growing and what the causes of the problem might be. Then we can recommend what action needs to be taken.

Whatever action is taken, we’ll follow up with you four weeks later to see if the problem has been addressed. If it hasn’t, we’ll work with you to see what else needs to be done.

We’ll follow up with you again and if we still haven’t resolved the problem we’ll bring in a specialist to provide further support.

Here you can find our full Damp and mould procedure [PDF]

Condensation inside windows

If there’s condensation between the panes of glass in a double-glazed window please report this as a repair.

Keeping you safe

Repair responsibilities