Damp, Mould & Condensation
Click here to report damp and mould online via My Home. Or call 01724 279900.
We take reports of damp and mould in your home seriously.
These videos provides some useful information about damp and mould and how we can work together to help prevent it.
Our Healthy Home Handbook
Our Healthy Home Handbook provides lots of information about what is damp, mould, and condensation, as well as practical tips to treat them.
Everyday things like cooking, cleaning, showering, bathing and breathing produces excess moisture in our homes, known as condensation.
Our handbook shares information about how you can keep your home healthy to prevent condensation, which in excess can cause mould.
Find the handbook here.What to expect once you’ve reported damp and mould
We’ll investigate and make safe emergencies within 24 hours, if we can’t make it safe within that time, we’ll arrange some temporary accommodation for you and your household until your home is made safe.
We’ll investigate reports of significant damp and mould within 10 working days and make these safe within 5 working days of the investigation, if we can’t make it safe within that time, we’ll arrange some temporary accommodation for you and your household until your home is made safe.
After the investigation we’ll let you know next steps, any repairs or further investigations that are required, when these will be and provide you with any advice regarding the damp and mould and how to manage this in your home.
We’ll send out a summary of our investigation within 3 working days of the investigation via email or post.
If there is any repair required we’ll start arranging this within 5 working days of the investigation and attend at the soonest opportunity but no later than 12 weeks from the investigation. Repairs may be carried out by our own operatives or a contractor on our behalf.
No earlier than 6 weeks after the final damp and mould associated repair has been completed you will receive a text survey asking if the damp and mould has returned. We will also inspect 100% of all emergency rated completed cases and 20% of significant rated cases.
Access
We take damp and mould seriously, we aim to resolve it as quickly as possible so from time to time if we can’t contact you to arrange an appointment we will book in the investigation, make safe, or repair regardless and send you confirmation of this. If you are unable to facilitate that appointment, please let us know so we can reschedule to a more convenient date and time.
It is within your tenancy agreement that you must provide us access, failure to provide us with access may result in additional charges and lead to tenancy action putting your tenancy at risk.
