Reporting damp and mould - What happens next? | News

Reporting damp and mould - What happens next?

Condensation and mould repair types

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 as soon as possible by:

• Calling us on 0344 736 0066
• Emailing
• Reporting via our My Regenda Homes portal 

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

  1. Who lives in your household – are there any children living in the home or family members with health conditions?
  2. How long have you been experiencing this issue for?
  3. What do you think is causing the problem – is there currently a leak in your home or has there been a leak in the past?
  4. 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?
  5. 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

The answers to these questions will give us an idea of what the issues may be and what we need to do to put them right.

Depending on the answers you give, we will either:

• Raise a repair – this could be to address repairs with your roof, guttering, pointing, ventilation units or loft or anything else we think may be causing the problem.
• Arrange for an Asset Surveyor to visit your home to carry out an inspection.
• If there is mould present in your home, we will contact you within 5 working days to arrange to carry out a mould wash.

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 if you are experiencing any issues. This information will be shared with our Asset Team for investigation. 

If you’ve previously reported damp and mould, and you notice the problem is getting worse, please get in touch to update us as soon as possible.

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