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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 Apr 2024, 3.5MB 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 715715

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

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20 hours ago
Selwood Housing

Leaving your air source heat pump on constantly to regulate the temperature in your home is the most energy-efficient and cost-effective way to run it, and will help you stay comfortable year-round.
As the seasons change, it's important to adjust your air source heat pump settings for optimal comfort, increasing the temperature in winter and lowering it in summer. If you're going away on holiday, you can leave the air source heat pump in holiday mode rather than switching it off. ecs.page.link/PA1Qn
... See MoreSee Less

Leaving your air source heat pump on constantly to regulate the temperature in your home is the most energy-efficient and cost-effective way to run it, and will help you stay comfortable year-round. 
As the seasons change, its important to adjust your air source heat pump settings for optimal comfort, increasing the temperature in winter and lowering it in summer. If youre going away on holiday, you can leave the air source heat pump in holiday mode rather than switching it off. https://ecs.page.link/PA1Qn
3 days ago
Selwood Housing

We’ve recently signed appointed City Plumbing UK as one of three new suppliers for building materials. City Plumbing have shown themselves to be both reliable and agile and this new contract will allow us to implement more efficient systems and processes, monitor performance and ultimately offer value for money to our customers.

"The Social Housing Regulation Act has set clear response times for hazards – and for emergency repairs like boilers in particular – meaning housing providers like Selwood Housing need a trusted supply chain partner that can provide what they and their residents need when they need it. To this end, mobilisation and stock management formed a huge part of this contract, and we're proud to have an industry-leading infrastructure that can make this a reality. These logistics, combined with our team's extensive sector experience and absolute prioritisation of residents, make us the perfect partner for Selwood Housing." - Richard Adams, Sales Director at Integrated Solutions at City Plumbing.
... See MoreSee Less

We’ve recently signed appointed City Plumbing UK as one of three new suppliers for building materials. City Plumbing have shown themselves to be both reliable and agile and this new contract will allow us to implement more efficient systems and processes, monitor performance and ultimately offer value for money to our customers. 

The Social Housing Regulation Act has set clear response times for hazards – and for emergency repairs like boilers in particular – meaning housing providers like Selwood Housing need a trusted supply chain partner that can provide what they and their residents need when they need it. To this end, mobilisation and stock management formed a huge part of this contract, and were proud to have an industry-leading infrastructure that can make this a reality. These logistics, combined with our teams extensive sector experience and absolute prioritisation of residents, make us the perfect partner for Selwood Housing. - Richard Adams, Sales Director at Integrated Solutions at City Plumbing.
4 days ago
Selwood Housing

Do you know a skilled carpenter looking for a new role?

We are seeking a motivated multi skilled carpenter with the ability to:
Diagnose and address repairs in customers' homes
Communicate effectively with customers and the planning team, keeping them informed of repair progress
Deliver carpentry works to the highest standard, aiming for a 'first-time fix'
Ensure compliance with health and safety regulations and industry best practices
Work independently, efficiently managing time and van stocks to maximise productivity
Undertake out-of-hours duties as part of a call-out rota

As a valuable member of our Response Repairs Operatives team, they will play a crucial role in carrying out day-to-day repairs and maintenance in our clients' homes. Additionally, they'll be instrumental in preparing vacant homes for new customers, ensuring top-notch craftsmanship and service delivery.

For full details, and to apply, visit our website 👉 ecs.page.link/WjF8x
... See MoreSee Less

Do you know a skilled carpenter looking for a new role? 

We are seeking a motivated multi skilled carpenter with the ability to:
Diagnose and address repairs in customers homes
Communicate effectively with customers and the planning team, keeping them informed of repair progress
Deliver carpentry works to the highest standard, aiming for a first-time fix
Ensure compliance with health and safety regulations and industry best practices
Work independently, efficiently managing time and van stocks to maximise productivity
Undertake out-of-hours duties as part of a call-out rota

As a valuable member of our Response Repairs Operatives team, they will play a crucial role in carrying out day-to-day repairs and maintenance in our clients homes. Additionally, theyll be instrumental in preparing vacant homes for new customers, ensuring top-notch craftsmanship and service delivery. 

For full details, and to apply, visit our website 👉 https://ecs.page.link/WjF8x
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