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Condensation, damp and mould

If you are experiencing excess condensation, damp or mould in your home, it’s our responsibility to keep you safe.

Our approach to any repairs relating to these issues in your home will be dealt with in line with our policies, which are compliant with recent legislation. This means making every effort to help you look after your property in a safe and responsible way.

What we will do

When you report damp and/or mould, we will:

  • Treat mould wherever it is present
  • If wallpaper is affected, we will treat before removal and reapply treatment
  • Repair any related defects in the property
  • Advise you on how to manage excess moisture in your home
  • Ask for your feedback to help us improve

What you can do

All you need to do as our customer is work with us to ensure we can keep you safe and happy. This means:

  • Reporting any and all repairs’ issues as soon as possible to reduce risks
  • Reporting mould as a repair as soon as you notice it
  • Allowing us to access to your home to treat, investigate and carry out works that are likely to mean more than one visit
  • Use the information provided to keep your home healthy and ensure we’re compliant
  • Use the services provided to ensure you are fully supported
  • Make a complaint if you aren’t satisfied with our repairs

To comply with recent regulations, we have to respond within strict timeframes.

If there is anything you think might cause delays, such as us not being able to access your home, please let us know when you first report any damp and/or mould.

Please find further guidance below:

How we treat mould in your home

Condensation, damp and mould repairs FAQs

How to keep your home healthy

Getting Your Home Winter Ready

Please find more information about Awaab’s Law from the UK government here.

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