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.
The more information you can give us, the better we can support you. If anyone in your household has a vulnerability, such as a health condition or something that requires a reasonable adjustment, please let us know. We also have a team of experts that can work with you if you’re worried about any financial costs of heating your home to resolve the issue. 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.
We have a specialist team who are dedicated to resolving issues with damp, mould and condensation. The team consists of administrators, business partners and customer partners, making sure we find the root cause of the problem and support you throughout the process. They work closely with other teams within Stonewater, external contractors and stakeholders to make sure you get the best possible experience.
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 carrying out an inspection or installing a humidity monitor for around four weeks. This 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.
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.
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.
When you report a damp and mould issue to us, we’ll open a case that will contain every bit of information to do with your home. This helps us to get a better picture of your experience and track everything we’re doing to resolve this for you.
customers@stonewater.org
Please include in the subject line your address and the nature of your enquiry.
12 Any Road, Any Town, AT01 1AB - Damp in kitchen
Please attach any photos you have to help us see the issues you're having and let us know about any vulnerabilities or additional support you might need.