Menu Close


Damp and mould review

Policy and procedure review

What did we ask?

We invited four customers to help us review our damp and mould procedure and principles. Our customers were asked to examine our damp and mould procedure and principles and then join us in a focus group to discuss how we might improve things.

What did our customers say?

Our customers gave us a lot to think about. Below we have summarised the recommendations into 5 points

  • Customers felt that there were a number of acronyms and technical words that were not explained.
  • Suggested changing the language as it sounded accusatory and instead use phrases like “what can we do together”.
  • Suggested that there should be the option for inspections to happen when the customer is not in the property as it can be difficult to be at home during the working day.
  • Customers suggested including the EPC rating for customers moving into a new property.
  • Raised that it would be helpful to have a leaflet specific to that property for people moving into a new home.

What did we do next?

We edited our procedure and principles taking on the feedback from customers and made them aware of these changes. These edits include:

  • Removing acronyms where possible and using plain English.
  • Replacing the word “educate” with “engage”.
  • Changing the format to include “customer responsibilities” and “Selwood Housing” responsibilities.
  • Re-developing the damp and mould leaflet to make it more customer friendly and an easier read.

We'd like to thank all the customers who volunteered their time with us to share their views on how we can improve our damp and mould procedure and principles.

File view image

Condensation, damp and mould leaflet

Damp and mould leaflet, 3MB PDF
File view image

Damp and mould procedure

Damp Mould Procedure, 175.5KB PDF

Get in touch

If you have any questions about the programme, or to find out about ways to get involved, contact our involvement team.

Email: makeadifference@selwoodhousing.com
Tel: 01225 715632

Feedback about the process

Inclusion is very appreciated

Instilled confidence that this ongoing problem is now being treated more seriously and logically.

Reassuring and informative

Can't find what you're looking for?

If you can't find what you're looking for please contact us at info@selwoodhousing.com

On Wednesday 29th March, a walk-in vaccination clinic is being set up at Storehouse Food Bank Trowbridge. Pop along to chat with the team about vaccinations, get your questions answered and receive your COVID-19 or flu vaccine if you haven't already. ... See MoreSee Less
View on Facebook
Have you heard about #DebtAwarenessWeek? It’s StepChange Debt Charity's annual campaign to help more people understand what debt advice is and how you can access it. If you’re struggling with debt, you’re not alone. Debt can happen to anyone – but free, and impartial support is available. Visit StepChange to learn more about how debt advice works: bit.ly/daw-2023 ... See MoreSee Less
View on Facebook
We're looking for a multi skilled carpenter to join our response team to carry out the day to day repairs and maintenance of our customers' homes. Find out more and apply on our website 👉 ecs.page.link/4FN5i ... See MoreSee Less
View on Facebook