Condensation, damp and mould repairs FAQs

If you are experiencing high levels of moisture in your home, it may be due to condensation or damp which can lead to mould growth on walls, ceilings and soft furnishing. You must report this to us as a repair.

Please see frequently asked questions below.

General understanding and identifying condensation, damp and mould FAQs:

What is Damp and Mould and what causes it?

Damp is excess moisture in your home. Excess moisture where it shouldn’t be can lead to mould growth.
Mould is a form of fungus that grows in damp conditions. Common causes include leaks, poor ventilation, and condensation.

How can I identify a damp and mould problem in my home?

Look for water stains, peeling paint, black spots on walls or ceilings, a musty smell, or condensation on windows.

What does mould look like?

Mould usually appears as black, green, or grey patches, often on walls, ceilings, or around windows.

What is condensation and how can I reduce it?

Condensation is moisture in the air that turns to water on cold surfaces.
Reduce it by opening windows for short periods of time throughout the day.
Using extractor fans when bathing or cooking, when drying clothes in-doors use a clothes horse in one room with the door closed and window open, these actions will help to present excess condensation.
Keeping your home warm and ventilated is important to maintain a healthy home.

Is mould dangerous to my health?

Yes, mould can affect the airways and lungs, but it can also affect the eyes and skin.
The respiratory effects of damp and mould can cause serious illness.

Can damp or mould damage my belongings?

Yes, it can damage clothes, furniture, walls, and floors, and may leave a lasting smell.

I can smell damp but cannot see any mould. What should I do?

Report it to us as soon as possible and we will carry out further investigations.

Who is responsible for reporting my damp and mould?

You, the tenant, should report any signs of damp or mould to us as soon as possible.
Early investigation may help us resolve the issue more quickly.

How can I report damp and mould in my home?

Contact us by phone, email, or via My Wrekin App.
You can also visit us at our local hubs.
Visit our website for opening times.

Will I get blamed for causing the damp?

No, we will assess the cause and work with you to resolve the issue providing treatment, support and advice.

What is Awaab's Law?

Awaab’s Law requires social landlords to fix serious health hazards like damp and mould within strict timeframes to keep tenants safe.

My guttering / roof / down pipe / drainpipe is leaking and / or blocked. Will it cause damp?

Yes, leaks from outside can lead to damp indoors as water may enter the building, please report blockages or leaks immediately.

Should I clean off the mould myself?

Please contact us as soon as possible and we will provide further advice.

What is the Landlords Responsibility to treat damp?

We must fix structural problems and any cause of damp, like leaks, poor insulation, or lack of ventilation.

What is my responsibility to reducing condensation in my home, preventing damp or mould returning?

Ventilate your home
Keep your home warm in the winter
Report problems or concerns as soon as possible
Wipe away condensation when you see it
Let us know if you will struggle to do this so we can support you

Are extractor fans expensive to run?

Extractor fans are not expensive to run, especially compared to the cost of repairing damp and mould damage later on or replacing furniture or other items
Typical Running Costs of Extractor Fans - Standard bathroom/kitchen fan: Power usage = 15–30 watts.
If used for 1 hour/day, energy use is: 0.015 to 0.030 kWh/day

Reporting and treating (including product safety) FAQs:

Who will be inspecting and treating the damp and mould?

Fully trained professionals from our team will carry out the treatment
In addition to completing a visual inspection of the home to identify any defects

What does the treatment consist of and is it safe?

We use a step-by-step treatment process with safe, tested products and methods.

For pets and children: Yes, the treatment is safe. We recommend keeping pets and children out of the treated room until it’s dry.
For me to be in the property: Yes, you can stay in your home during treatment.
Can I use the room after treatment? Once the area is dry and we confirm it’s safe, the room can be used as normal.

How long does each appointment take?

The first appointment takes about 1 hour, depending on the amount of damp or mould in the home.
Follow-up appointment lengths may vary depending on what is needed.

When I report my repair how long with it be before you attend to investigate and treat any damp or mould?

Awaab’s Law requires us to act quickly to prevent health risks, and some customers may be more at risk than others.
We will work with you to find a time that suits your schedule, but we must meet legal timeframes.

My plans have change what should I do if I need to rebook my damp or mould treatment appointment?

Why do I need to move items out of the way in preparation for the damp or mould inspection and treatment?

Whilst the patch of mould may be small, we need to treat a one-meter area around the patch to ensure we have treated areas where mould has spread that isn't visible to the naked eye.

Will I get a printed report of the findings from the first inspection?

Yes, you will receive a clear report explaining what was found and the next steps.

Why do you need to inspect every room?

Mould and damp can spread or show up in hidden areas. Inspecting all rooms ensures we treat the whole problem properly.

I didn’t receive the following items (leaflets, hygrometer, dehumidifiers), how can I receive these?

What should I do if I’ve had my first mould treatment appointment but there is new mould in other rooms?

Report it to us straight away.
We will arrange an additional inspection and treatment if needed.

If there are vulnerable people in my household, how will our mould treatment repairs be prioritised?

We prioritise at risk households and will work with you to ensure the safest and fastest response possible.

Am I asked for feedback about whether if I am happy or unhappy with treatment?

Yes, we ask for feedback after treatment to improve our service and ensure your satisfaction.
You can also contact us at any time to provide feedback about our service.

If the damp or mould has returned will the next treatment be any different?

Yes, we will reassess and may adjust the treatment based on updated findings and any new causes.

How do I know when my treatment has finished?

We will confirm when treatment is complete.
You’ll also receive an aftercare call approximately 4 weeks after work has been completed.

Can I cancel all my treatment?

No. Due to Awaab’s Law, treatment cannot be cancelled for health and safety reasons.
However, we will work with you to understand the reasons why.
We will offer flexible appointments times to suit you within the set timeframe.

I have been asked to move furniture away from the wall, how does this help?

When furniture (like beds, sofas, or wardrobes) are pressed tightly against a cold wall, airflow is restricted which causes moisture to build.
A small gap (even just a few inches) allows warmer air to circulate and keeps the wall surface dry.

Further advice and support FAQs:

I struggle to heat my home, what help and support is available to me?

Our Money Matters Advice Team can help you maximise your income, reduce energy bills, and access support.
Contact the team by phone, email or via MyWrekin app.

I’ve become unwell and I’m worried that it is because of the condition of my home, what help and support is available to me?

Please let us know immediately.
We'll arrange a property inspection and prioritise your case if needed.
Your Housing Executive and other support teams can also help you access relevant health or welfare services.

What help can I get if I have to dispose of items and goods damaged by mould?

We can guide you on safe disposal and advise if any support may be available.
We have an exclusive home contents insurance offer or can help with claims or referrals to your existing insurance provider.
Please ask your Housing Excustive for help with claims or referrals.

I struggle with cleaning and/or clutter, what help and support is available to me?

Our Intensive Housing Management team can support tenants who are struggling with clutter or managing their home environment.
We offer tailored advice and practical support.

Who can give me advice on using my heating system?

Our Heating Engineers can help explain how to use your system efficiently.
Please contact us to arrange a visit or phone consultation.

The property next door is causing the damp in my home but it is a privately owned. What will happen?

We will investigate and, if needed, contact the neighbouring property owner.
We’ll work with you to limit the impact and take appropriate action if required.

How do I make a complaint about the service?

You can raise a complaint in person, by phone, email.
Please find more information on the complaints page here.

I’d like to request a supervisor to visit me, can this be arranged?

Yes, a Maintenance Supervisor visit can be arranged if you have concerns or need extra support during the treatment process.

If the damage in my home is severe, will I need to be temporarily housed somewhere else?

In serious cases, if we are unable to treat the damp or mould temporary accommodation may be considered.
We’ll assess your situation and discuss all options with you.

I’d like to move home; how can this be arranged?

Please speak with your Housing Executive.
They can carry out a moving home assessment and advise you on transfer options.
More information about changing your home can be found here.

I can’t move my furniture in order for the treatment to take place, what should I do?

If possible, ask friends or family to help.
If that’s not an option, let us know—we may be able to assist, but a disclaimer may be required.

My house is cold despite the heating, what should I do?

We will check for cold spots, insulation issues, draughty windows or doors.
We can also make sure your heating is working correctly Please report this so we can arrange an inspection.

Will the treatment affect my decoration and who will redecorate following the treatment?

The treatment may mark walls or paintwork.
We don’t provide redecoration, but you can repaint /wallpaper once the area is dry.

How quickly can I redecorate after treatment?

You can usually redecorate once the treated area is fully dry and all areas have been treated.
This is often within 1–2 weeks, depending on ventilation and humidity.

Can I paint over the anti-mould paint?

Yes, you can paint over anti-damp paint once it has fully dried.
Make sure to use a mould resistant paint, this will ensure the longest mould free period.
Avoid using vinyl or silk paints directly over treated areas, as they can reduce effectiveness.

Will my home contents insurance cover the damage to my belongings caused by damp?

Home insurance content cover can vary dependent on the Provider and Cover please speak to your Insurance provider for further advice.

Please view more information and guidance here: