Damp and mould

• 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.

Once you send us your information, we’ll look at your answers and decide what to do next. We might:

• Book a repair – This could be for things like your roof, guttering, pointing, ventilation, loft, or anything else that might be causing the issue.
• Arrange an inspection – If we need to take a closer look, we’ll send an Asset Surveyor to your home within 20 working days.
• Treat mould – If there is mould in your home, we’ll contact you within 5 working days to arrange a mould wash using a special treatment.

We’ll keep you updated and let you know what we’re doing to fix the problem. We’ll also tell you who to speak to if you have any questions.

When you report damp or mould, we’ll ask a few questions to help us understand the problem:

• Who lives in your home – are there children, older people or anyone with health conditions?
• How long has the issue been there?
• Do you know what might be causing it – for example, a leak?
• Where is it – which room, upstairs or downstairs, on an inside or outside wall?
• What does it look like – is it black or white mould, or a shadow on the wall?

If you can, please send us photos. This helps us decide what action to take.

We’ve also created a leaflet with example images and possible causes to help you describe the issue.

You can view this leaflet by clicking here. 

We will always do our best to resolve any issues you may be experiencing. However, if you are unhappy with the service you have received, you can raise complaint. For details on how you can make a complaint, please click here.

Sometimes, we may need you to move out of your home for a short time while we carry out work. This is called a decant.

If this happens, we’ll work with you to find a temporary home that suits your needs. You’ll have a named contact you can call anytime for updates. We’ll be clear and honest about how long the work will take and when you can move back.

When our staff visit your home, they may carry out a quick visual check of the property. Everyone, from our repairs team to the Neighbourhood Team, will look out for signs of damp or mould.

They might also ask if you’ve noticed any problems yourself. If you tell us there might be damp or mould, we’ll pass this information to our Asset Team so they can look into it.

We’re continuing to improve our homes through our planned investment programme. This includes replacing kitchens, bathrooms, roofs, windows and doors.

We’re also reviewing and upgrading ventilation systems to help prevent damp and mould. As part of this work, we’ve updated our damp and mould policy and improved how we handle reports.

Living with mould for a long time can affect your health, especially if you already have breathing problems. Some people are more at risk, including:

• Young children
• Older people
• People with skin conditions like eczema
• People with asthma or allergies
• Anyone with a weaker immune system

If you think there’s mould in your home, please let us know so we can help.