Keeping your home free from damp, mould and condensation

We want your home to be safe, dry and comfortable. If you spot damp, mould or condensation, please tell us as soon as you can.

How to report damp and mould:

  • Using our online form (this link will open in a new window). It’s the fastest way to get help. The form asks a few extra questions so we can understand the problem better and send it straight to the right team. This helps us act quickly and make sure your report is treated as a priority.
  • Call us on 0344 736 0066.
  • Email us at info@regenda.org.uk.
  • Message us on Facebook. 
  • Via webchat. 

For emergencies, such as immediate risk to health and wellbeing , please call us straight away on 0344 736 0066 - our phone line is open 24/7. 

What happens next?

If you’ve used the form: We’ll contact you within 10 working days to talk about what’s happening in your home and arrange a visit if needed.

If you report it another way: We’ll ask a few questions to help us understand the problem and arrange a visit if needed. These include:

  • Who lives in your home – are there children, older people or anyone with health conditions that may be at risk?
  • Do you know what might be causing it – for example, a leak?
  • Where is it? Which room, is it upstairs or downstairs, on an inside or outside wall, at the top or bottom of the wall?
  • What does it look like? Is it black or white mould, or a shadow on the wall?
  • Can you send us photos of the issue? This will help us determine the best course of action. You can complete our online form and attach your images here.

We’ll use this information to decide how urgent the issue is and what needs to happen next. If it’s an emergency, we’ll act within 24 hours. If it’s a significant hazard, we’ll arrange a survey and start work within the timeframes set by Awaab’s Law.

If you can, send us photos. They really help us understand the problem better and act faster.

What happens after you report damp and mould?

We follow strict rules under Awaab’s Law to keep homes safe. Here’s what we do once you’ve reported a problem:
  1. We check how urgent it is - If it’s an emergency, we’ll complete the work within 24 hours.
  2. We look at who lives in your home - We’ll check if anyone is vulnerable – like children, older people or anyone with health conditions. We may speak to medical professionals to help us understand your needs.
  3. We keep you updated - If you’re vulnerable, we’ll give you extra updates and make sure your repairs are tracked closely.
  4. We offer temporary accommodation if needed - If your home isn’t safe to stay in, we’ll follow our Temporary Accommodation Policy to help you.
  5. We arrange a survey - Within 10 working days, we’ll send someone to check your home and look for any health risks using the HHSRS (Housing Health and Safety Rating System).
  6. We send you a summary - You’ll get a written summary of what we found within 3 working days of the survey.
  7. We let you know when emergency work is done - We’ll keep you informed so you know what’s been fixed.
  8. We start safety work quickly - If there’s a hazard, we’ll begin work to make it safe within 5 days.
  9. We finish the rest of the work - We’ll aim to complete all repairs within 30 days, or for major works within 12 weeks.

Watch our video:

Hear our team talk about how we’re working to keep homes safe – and why it’s so important to report damp and mould early.

  

How to spot damp and mould in your home:

Damp and mould can look and feel different depending on what’s causing it. Here’s how to spot the signs and what they might mean:

Common signs of damp

  • Walls or ceilings feel cold or wet
  • Peeling wallpaper or paint
  • Damp patches that change after rain
  • Musty smells
  • Black, white or green fuzzy spots (mould)
  • Condensation on windows or walls
Types of damp and mould
Type Explanation
condensation on window

Condensation

Condensation is the most common. It happens when warm air hits cold surfaces, like windows or walls, and leaves tiny drops of water. Over time, this can lead to black or green mould, especially in rooms like kitchens and bathrooms.
rising damp on wall

Rising damp   

Rising damp comes up from the ground and into your walls. It usually affects the lower part of walls and leaves damp patches or salty marks. It’s more common in older homes and doesn’t usually cause black mould. 

penetrating damp on wall

Penetrating damp

Penetrating damp is caused by water getting in from outside, through broken roof tiles, cracked walls or faulty gutters. It often shows up after heavy rain and can leave damp patches on walls or ceilings near the leak.
leak from pipe

Leaks and plumbing

Leaks from plumbing can also cause damp. This might be around sinks, baths, showers or pipes. You might see water stains or feel damp areas near joints or seals. Mould is less common here, but it can still grow if the area stays wet.