Reporting damp, mould and condensation
We know damp and mould can be a worrying problem, and we are here to help you deal with it if you find it in your home.
If you report a repair or issue with damp and mould, we will ask you to send photos of the problem to help us diagnose the cause and find a solution for you. We may also conduct a virtual inspection to help find out how it’s happening. We may need to visit more than once as the affected area will need time to dry out and treatments can often take time to work. If the issue is caused by condensation, we will arrange for a contractor to service your extractor fans, heating system and check your vents to ensure they are all working properly.
If you report damp and mould in your home to us, here’s how we’ll support you:
Stage One
At stage one, the damp and mould team will arrange for someone to come to your home and do what we can to treat it. This may be a deep clean of the mould, a repair of a broken window or extractor fan, or fix a leak which is likely to be causing it. The exact work will vary on a case-by-case basis, but we’ll always aim to fix the cause.
Stage Two
If this hasn’t worked, we’ll escalate the issue to find out more, which could include installing a humidity monitor for around four weeks which will give us more information about what’s happening in your home.
After the four-week monitoring period has ended, a surveyor and representative from the tenancy team will meet to discuss the findings of the report and decide on what we’re going to do next to treat the problem.
Stage Three
If you are still experiencing damp and mould after repairs have been made and you have met with the surveyor and tenancy team to discuss the humidity monitoring, then we’ll speak with our tenancy team and surveyor to look at what else we can do. This will vary on a case-by-case basis, and we’ll be in touch with you to explain what happens next.
Stage Four
If these measures don’t resolve the issues, we’ll refer your case to our tenancy team who’ll look beyond the structure of your home and provide more support.