Damp and Mould FAQs

This page has answers to common questions about damp and mould in your home.

If you have a question that isn’t listed here, you can call our Customer Service Team on 0344 736 0066. We’re here Monday to Friday, from 8am to 5pm, and happy to help.

What information do you need from me to raise a damp and mould issue?

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 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 (this link will open in a new window). 

What happens once I raise a damp & mould issue?

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.

What is a damp and mould emergency or significant hazard?

A damp and mould emergency :
This means that the damp and mould present in the home that could harm someone’s health or wellbeing straight away. We look at how serious the risk is and if anyone in the home has health problems or other needs that make them more at risk.
A significant damp and mould hazard:
This means that damp and mould is serious health and safety risk in the home, but it does not need emergency action. It still needs to be fixed quickly to keep everyone safe.

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

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.

What else will we do to tackle damp and mould?

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.

What we must do under Awaab’s Law:

Awaab’s Law is a new rule that helps make sure homes are safe and healthy. It tells landlords like us what we must do when someone reports damp or mould. We take damp and mould very seriously. It can affect your health, and we want to fix it as soon as we can.
Here’s what we must do:
  • If there is a serious risk to health, we must start emergency repairs within 24 hours of the report.
  • We must check if the problem is an emergency or a serious hazard.
  • If we cannot make the home safe within 24 hours, we must offer temporary accommodation.
  • We must carry out an initial check within 10 working days to see if there is a hazard.
  • After the check, we must give you a written summary within 3 working days. If we fix the problem before then, we will still let you know that the work is done.
  • If we find a serious hazard, we must do safety work within 5 days.
  • If more work is needed, we must start it within 12 weeks.
We want you to feel safe and listened to. If you think we are not meeting these standards, you can make a complaint here (this link will open in window).

What can I do while I wait for repairs?

Here are some simple steps to help reduce damp and mould:
  • Wipe down wet surfaces like windows and walls
  • Open windows for fresh air, especially after cooking or showering
  • Use extractor fans in kitchens and bathrooms if you have them
  • Keep furniture away from walls to let air move around
  • Keep your home warm – a steady temperature helps stop condensation

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

Sometimes we may need to move you into suitable temporary accommodation while we carry out work in your home. We’ll make sure this suits your needs and takes into account any household vulnerabilities, like health problems or other things that might make the move harder.
If this happens, we’ll work with you to find the right place to stay. You’ll have a named contact you can call for updates. We’ll always be clear about how long the work will take and when you can move back home.

How can damp and mould affect my health?

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.