Damp and mould

We want to make sure that your home is free from damp and mould. If you’re concerned about damp or mould, it’s important that you report this to us as soon as possible by:

When you first contact us to report damp or mould, we will ask you a series of questions to help us find a solution to the issues you’re experiencing, including:

  • Who lives in your household – are there any children living in the home or family members with health conditions? Are there any young children or older people living in your home?
  • How long have you been experiencing this issue for?
  • What do you think is causing the problem – is there a leak in your home or has there been a leak in the past?
  • Where is the damp or mould located – is it upstairs or downstairs, which room is it in, is in on an external or internal wall or on the ceiling?
  • How big is the patch of mould or damp, what colour is it and what is the texture like – is it white or black mould, does it look like a shadow on the wall?

We’ll also ask you to email over pictures of the issue if you’re able to. Your pictures, and the answers you give to these questions, will give us an idea of what the issues may be and what we need to do to put them right.

To help you answer some of these questions, we have created a leaflet that contains examples images of damp and mould and possible causes. You can view this leaflet by clicking here. 

We will triage your report based on the answers you give and will either:

  • Raise a repair – this could be to address repairs with your roof, guttering, pointing, ventilation units, loft or anything else we think may be causing the problem.
  • Carry out an inspection – if we feel it's needed, we will arrange for an Asset Surveyor to visit your home to carry out an inspection within 20 working days.

If there is mould present in your home, we will contact you within 5 working days to arrange to carry out a mould wash using a fungicidal treatment.

We will keep you updated on what we will do to resolve the issues you are experiencing and will let you know who you need to speak to if you have any questions.

How can damp and mould affect my health

Prolonged exposure to excessive mould within your home can lead to respiratory-related health issues, particularly amongst those with underlying health conditions. Some people, such as young children, elderly people, people with existing skin conditions such as eczema, those with respiratory conditions such as asthma and allergies, or people with weakened immune systems, are more at risk.

What are we doing to tackle issues with damp and mould?

We are continuing to invest in our homes, replacing kitchens, bathrooms, roofs, windows and doors as part of our planned investment programme.

We’re also reviewing and upgrading ventilation systems in homes as part of our planned investment programme and have reviewed our damp and mould policy and our process for handling reports of damp and mould.

What else will you to to tackle damp and mould?

When staff visit your home, you may notice them carrying out a visual inspection of the property. All of our staff, from repairs operatives to the Neighbourhood Team, will look for any signs of damp or mould when they are in your home. They may also ask you if you are experiencing any issues. This information will be shared with our Asset Team for investigation if you tell us that you think there may be damp or mould present.

What if I need to move out in order for you to solve the problem?

We may have to temporarily move you out of your home while we carry out works. This is called a decant. If this is necessary, we’ll work closely with you to find you somewhere suitable to move to that meets your needs. You’ll have a dedicated point of contact, who you can call anytime for an update, and we’ll be open and honest about how long works will take and when you can move back.