Making a Difference
to people's lives

How we treat mould in your home

Click on the PDF icon to download the "How we treat mould" PDF.

PDF_icon

Please get in touch to request a print version of this so you can keep a copy to hand.

How we treat mould

What to expect and what you need to do to prepare.

1. 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.

2. Prepare

What you will need to do for the first mould treatment visit:

Clear the workspace: arrange to have furniture and belongings 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 support you.

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.

3. During

To complete mould treatment, our Trades will need to:

  • Check they have safe access to the affected areas and carry out the treatment repairs.
  • Complete a property survey to identify 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.
  • These products are tested and approved for Trade-use only.

Treating wallpaper:

  • To properly treat the area, we will apply treatment, remove the paper and dispose of it.
  • If you need help with any re-decorating costs, please let us know.

Please ensure that no-one in the home comes into contact with treatment products or materials.

4. Leaving

Before we leave your property, we will confirm if any further visits are required.

This could include step 3 of the treatment, or 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 in a room
  • Dehumidifier: helps to remove excess moisture from the air
  • Leaflets: room specific tips and advice on managing excess moisture
  • How-to videos: tips and advice about reducing condensation
  • (Please let us know if you don't have these items or need more)

Four weeks after our last visit, we'll call you to check mould hasn’t returned or appeared anywhere else in your home.

5. Not resolved (damp and/or mould still present)

We'll contact you four weeks after treatment and any related repairs have been completed.

If damp or mould has returned, or is now somewhere else in your home, a Maintenance Supervisor will carry out an in-depth investigation.

This could include structural, loft, insulation, ventilation and drainage investigation.

Once all additional repairs are completed, they will carry out a post-inspection within ten working days, check you're happy with the works and confirm that damp and/or mould issues have been resolved.

It’s important we have access to your home throughout any additional visits to ensure we can keep you safe in your home.

6. Feedback

Either during or once all works are completed, we'll ask you to complete a survey via text or email.

It’s important we get your honest feedback to help us improve our services.

You can also provide feedback by:

  • Logging 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 us keep customers safe and happy in their homes.

Further information and guidance: