Our approach to damp and mould

Our approach to tackling damp and mould

The safety of our customers is our top priority. We want all of our customers to live in a home that is safe, warm and free from damp and mould.  We’ve improved our approach, working with customers to remove any health hazards urgently, whilst investing in the team and our homes to resolve longer-term issues.

Here’s how we’re improving how we handle damp and mould: 

Data and customer feedback 

We carry out a robust programme of Home Condition Surveys which are completed by our surveyors. These surveys capture Housing Health and Safety Rating System (HHSRS) information all housing associations collect. This helps us to categorise damp and mould cases, giving us a better understanding of the severity of the problem and how we respond 

At the point of a damp and mould case being reported, we triage cases to make sure households with existing respiratory conditions, vulnerabilities and young children are given higher priority.  

Our dedicated team  

We have a team of experts dedicated to resolving damp and mould issues, including case managers and surveyors, improving our ability to keep customers informed about the work we’re doing in their home. 

We work with each individual customer to get their damp and mould resolved and see cases through to the end. Cases are only closed when we’ve got customer approval, and our surveyors have carried out a quality control assessment.   

Inspections 

Our team of dedicated damp and mould surveyors carry out detailed inspections, including taking photos and using specialist equipment and diagnose works to make sure we fully understand the cause. 

Where damp and mould is found in a property, we remove the immediate danger by carrying out a mould wash and then fix the underlying problem. This could be done by improving ventilation in the home or carrying out structural works.   

Supporting you 

Our approach to resolving damp and mould cases ensures we support our customer. Our property and neighbourhood teams all work together to make sure that the root causes of damp and mould are fully understood and addressed, including where the problems are linked to fuel poverty or overcrowding. Our expert customer support teams are always on hand to work with customers to make sure they get the help and support they need.  

We’re able to use our hardship fund and to support customers with cost of living, energy bills, heating their homes so works can be carried out and dehumidifier electricity costs are covered.  

Communication 

When a customer contacts us regarding damp and mould, we’ll be in touch with them within 5 working days and undertake an inspection within 10 working days. This is included in our Customer Offer. If we identify a customer has a specific need, vulnerability or risk, we’ll attempt to make contact sooner and also make additional referrals to our customer support teams for additional support.  

When we visit your home, we’ll work with you to help solve existing damp and mould and provide you with advice on how to prevent it reoccurring in the future. We’ll keep you updated throughout the process. 

Once we’ve completed the works in your home, we’ll visit again to make sure you’re happy with the service we've provided and that the problem is fixed. 

Our focus

We’re updating our processes in line with new legislation which comes in October 2025. We’re currently talking to customers to gather their feedback and use it to improve the service.

We’ve got plans underway to make better use of our data, both about properties and our customers to help us be more proactive in supporting customers who may be experiencing issues with damp and mould. 

We run ongoing colleague training and awareness campaigns to make sure all colleagues have a full understanding of damp and mould and can use every opportunity to identify and report issues. We also share tips and advice regularly with customers through our website and social media channels.

Our performance in damp and mould is monitored closely by our Executive Team and Board.

To support our proactive approach to improving quality of our existing homes, we have an ongoing investment programme, which includes:  

• roof, gutter and rainwater replacements 
• internal and external insulation works, 
• heating and energy efficiency upgrades,
• ventilation improvements 
• general external structural maintenance and re-decoration works (including windows and door replacements)

This all helps to minimise the occurrence of damp and mould in our homes. 

We’re working hard to make sure we keep our customers safe.  

If you’re worried about damp, mould or condensation in your home, please get in touch so we can help as soon as possible by completing our online form or call us on 0300 777 2600.