Damp and mould leaflet 2025
View We’re committed to providing safe, good quality homes for our customers. Our specialist damp and mould team are here to help if you experience problems.
About the damp and mould team
Our dedicated team focus on:
- responding to moderate, significant and emergency cases of damp and mould
- identifying and fixing the underlying causes of damp
- taking proactive steps to prevent future problems
- offering advice to customers on maintaining a damp and mould-free home.
What you can expect
The team respond to significant and emergency cases of damp and mould in line with the legal timescales set out under Awaab’s Law. This means:
Emergency damp and mould cases (where there is an imminent risk to health):
- we will investigate within 24 hours
- we will carry out the repair or make it safe within a further 24 hours.
Significant damp and mould cases (widespread damp and mould that could affect health):
- we will investigate within 10 working days
- we will carry out the repair of make it safe within a further 5 working days.
We will remove mould and check for underlying problems that could be causing the mould growth. Where needed, we will carry out further work to prevent it from coming back.
What you can do
- Prevent damp and condensation: Damp and condensation can happen in any home as it is often caused by everyday activities like cooking, showering and drying clothes indoors. Simple steps like using extractor fans and keeping trickle vents open can help. See our preventing damp and condensation guide for more tips.
- Clean minor condensation and mould from windows and doors: Small amounts of mould on windows and doors can usually be cleaned safely at home. See our removing condensation and mould guide for advice.
- Report problems early: If you notice mould on walls or ceilings, or if you’re worried about damp and mould in your home, please report it to us right away. Tackling small problems early helps prevent bigger problems.
How to report damp and mould
You can report damp and mould in your home by:
- Calling us on 01225 715 715
- Completing our request a repair form.
We will ask you to send photos of the problem. Take a close-up, a wider shot showing the full wall, ceiling, or floor, and any other affected areas. Make sure the pictures are clear and well-lit. This will help us assess the situation so we can provide you with the right service.
