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How we treat mould in your home

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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.

Please ensure that no-one in the home comes into contact with the treatment products or any contaminated 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)

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, they'll let you know of any additional works needed.

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

Four 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.

6. Feedback

During your repair, you'll be asked 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:

  • 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 us keep customers safe and happy in their homes.

Further information and guidance: