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.
New referral
Once you’ve made a report of damp and mould to us, we’ll triage it within one working day and speak to you by phone or video call to assess the severity of mould in your home. We ask for your help to support us with completing this assessment.
All cases are triaged within 24 hours
Your report will then be categorised and we’ll capture details to help identify and understand any risk to you and those living in your home.
Depending on how the case is categorised, we'll work to the following timescales to resolve it:
| A video call/telephone assessment will be carried out. If this isn't possible, a visit will be arranged. A mould wash will then be arranged and completed within 5 working days of the assessment. |
| We'll visit within 10 working days. A mould wash will be completed within 5 days of this visit to remove the hazard. This'll take place prior to the cause of the issue being confirmed and any work being completed to fully resolve it. |
| We’ll visit within 24 hours. A decision will be made if we can complete any works within 24 hours to make sure your home is safe and habitable, or if you'll be moved to another property while work is completed. |
Report damp and mould
To report an issue with condensation, damp or mould in your home please complete the form below.
Report damp and mouldNew builds
If you live in a new build property, please complete the form below to report damp and mould in your home.