How we treat mould in your home
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What to expect from our repair visit and what you need to do to prepare.
Please download the how we treat mould in your home PDF here. Please let us know if you would also like a printed version.
Report
You must call our repairs line on 01952 217217.
We’ll ask you a series of questions to determine how soon we’ll need to attend.
We’ll confirm dates and times, depending on how soon we need to attend, your appointment could be the same-day, or within 10 working days.
If you need to rebook any appointments, you must let us know as soon as possible.
Prepare
What you will need to do for the first mould treatment visit:
Clear the workspace
Arrange to have furniture moved away from affected areas.
If you or the people supporting are not able to do this in time for your appointment, please make us aware so we can allocate enough Trade Operatives to complete the works.
Pets and children
Keep pets and children out of rooms being treated for the duration of the visits and drying time of any treatment (approximately 2 hours once treatment completed).
The above will also apply to all further treatment visits.
During
To complete mould treatment, our Trades will need to:
- Check they have safe access to the affected areas.
- Carry out the treatment repairs.
- Complete a property survey to identify any issues that may have caused damp/mould.
- This includes taking photos before, during and after the treatment visits.
We treat mould in 3 steps:
- Step 1 and 2 are completed at the first visit, eradicating the mould spores and sealing surfaces to stop it returning.
- Step 3 (if required) is completed during the second visit using a specialist paint to further protect and seal the surface from mould.
The products we use are tested and approved for Trade-use only.
You must ensure that no-one in the home comes into contact with the treatment products or any contaminated materials.
Leaving
Before we leave your property, we will confirm if any further visits are required.
This could include a part 3 treatment, repairs to defects for example; replacing an extractor fan.
Our Trades will also advise you on what you can do to prevent mould returning.
You will receive an information pack which includes the following items:
Hygrometer
A small device which shows you the humidity level of any room it’s placed in.
Dehumidifier
Also known as “moisture traps”, which removes any excess moisture from the air.
Healthy Home Guide
A leaflet you can keep on hand to quickly view tips on how to reduce moisture in the home.
How-to videos
Series available online with simple instructions to help get your home “winter ready”.
Please let us know if you haven’t received some of these items or any advice.
4 weeks after our last visit, you’ll receive an after-care call from us to check the damp and/or mould hasn’t returned and to check it hasn’t appeared anywhere else in your home.
Damp and mould still present, or not resolved
Where the treatment or related repairs haven’t worked and damp and/or mould is still present, you will be contacted by a Maintenance Supervisor to carry out a more in-depth investigation at your home.
During this visit, the Maintenance Supervisor will let you know any additional works that might need to be completed.
This could include; structural, loft inspection, insulation, ventilation and drainage investigation.
4 weeks after these repairs are completed, the Maintenance Supervisor will then carry out a post-inspection to ensure all additional works have been completed and have been effective in removing and treating damp and/or mould.
It’s important we have access to your home throughout any additional visits to ensure we can keep you safe in your home.
Feedback
During your repair, you will receive survey via text or email.
It’s important we get your honest feedback as soon as possible to help better our services.
A few other ways you can feedback to us are:
Log a complaint
If you’re unhappy with anything or we didn’t complete the treatment process as outlined in this guidance.
Tell us if we got it right
If our Trades did a great job, and you’re happy with the completed works, please let us know and we’ll pass it on.
Your feedback helps to improve services that keep customers safe and happy in their homes.