Damp, Mould & Condensation
On this page, you’ll find more information about damp, mould and condensation. You can also report a damp and mould problem here too.
We take reports of damp and mould in your home seriously
This video provides some useful information about damp and mould and how we can work together to help prevent it.What are the types of damp?
Check out the tabs below to learn more about the signs of each and what they look like.
What is mould?
Mould is usually produced in damp and humid conditions, and it’s common to notice mould growing in our homes as they offer moisture and warm air, as well as materials to feed on, such as carpet and wallpaper. Things like damp and condensation can help mould to grow, so it’s important to try and prevent these things first.
Top tips to prevent and remove condensation
- Open windows for 10/15 minutes every day, even in winter, to allow a draft into each room.
- Use lids on pans when cooking, open windows, and close doors to stop moisture spreading, and use an extractor fan.
- Keep your bathroom door closed when showering and bathing and use an extractor fan.
- If you’re drying clothes inside, try to do this in one room, closing the door of that room, and opening a window.
- Drying clothes outside is the best way to keep moisture out of your home, if you have access.
- Try to keep furniture away from walls where possible, to allow heat to travel properly around the room.
- Keep your home warm, setting your thermostat between 18-21 degrees.
- Keep curtains open and ensure they don’t cover your thermostat. This could give an incorrect reading and may affect your heating from working properly.
- Wipe off condensation on windows and frames throughout the day when needed.
Find more help and support below:
If your extractor fan is broken, it’s important you report it to us and we will arrange for it to be repaired. If you do not have a fan, let us know and we will investigate if one can be installed. Many of our properties have fans installed in the kitchen and bathroom. There are a small number of properties due to their design and layout where its physically impossible to install a fan.
Initial report
We will assess the severity of the damp and mould and the impact it is having on you and other household members. It’s worth knowing that our response times will be based on the severity rating.
Reoccurring issues
A dedicated member of staff will review all our records relating to repairs and work with you to identify the cause of the repeat issue. We may need to complete an inspection or complete in-depth investigations to ascertain the cause, this can at times cause a slight delay to arranging the necessary repairs.
No access
We take cases of damp and mould very seriously and wish to do everything possible to resolve the cause. We will always aim to pre-arrange an appointment to visit you, but we know at times, you may not be available. When this occurs, please contact us straight away to rebook the appointment. If we do not hear from you, we will contact you.
We will always ensure that we gain access to your home to fulfil the purpose of the visit, weather that is to inspect or repair your home. If we experienced continued issues with accessing your home, our Tenancy Services Team will get in touch to discuss the reasons why and work with you until we are confident the damp and mould has been resolved.
Repairs
Your repair may be completed either by a member of the Ongo Maintenance Team or a contractor working on our behalf. At the time of ordering your repair, we will inform you of this.
If we are to complete your repair, an appointment will be made and confirmed with you. Contractors will contact you directly to arrange an appointment.
During the winter months, we see a rise in reports of damp & mould, and our response times may be longer than normal. We will always strive to achieve the timescales and please bear with us during busy periods.
Post repair
We will send you a survey to gather your thoughts and to check the damp and mould has been resolved. If you are not satisfied, a member of our Customer Experience team will contact you to discuss and organise any further repairs that are required. We will also contact you again after two months to check all’s okay. However, please do not wait for these surveys if the damp and mould reappears; please contact us again.
We are responsible for repairing any property defect that is causing the damp and mould. If the cause of mould growth is condensation, we are here to help you minimise the causes of condensation. We may, as part of diagnosing the cause of the damp and mould or during the completion of a repair, arrange for someone to visit you to discuss the condensation.
Alternatively, if you’d like further help or support, please contact us.
It’s very important to us that we know if you are unhappy about our services relating to the report damp, mould & condensation process. Please contact us to make us aware as we use complaints to identify when and where we need to make improvements. Find out more on our complaints page.
Find out more about damp, mould and condensation in this video
Responsibilities
We will:
- Maintain the main fabric of the building in good condition including: walls, roof, chimneys, doors, windows, guttering, fascia and soffit.
- Ensure that internal components such as pipework, heating, insulation and ventilation are in good working order.
- Respond reports of faulty components or repairs in a reasonable timescale (and in accordance with our repairs and maintenance policy).
- Respond to reports of damp and mould in a reasonable timescale.
- Utilise data and other asset intelligence to proactively identify potential issues.
- Deliver the specific commitments contained within the damp and mould policy.
You must:
- You must use equipment provided within your home to ventilate the property such as extractor fans and trickle vents in your windows. You must use and switch on this equipment regularly.
- You must allow us to enter your home either by arrangement with you or after giving you at least 24 hours’ notice (except in an emergency).
- We may enter your home:
– To carry out repairs or improvements to your home or adjacent land.
– In any case where we have reasonable cause to believe that there is an emergency or serious hazard affecting your home, any other property, other land or any person where access to your home is reasonably necessary to deal with that emergency in any way.
– or the avoidance of doubt you agree that we will gain entry into your home where we have reasonable cause to believe that there is or may be an emergency justifying such action and where it is necessary to gain immediate access. This will include without agreement to carry out gas, electric and asbestos checks and to remedy any other health and safety. We will try to contact you before gaining entry. - You must not have more than the maximum number of people living in your home. The number is shown on page 1 of the tenancy agreement.
- You must maintain your garden, so it does not endanger the health and safety of other people, look unsightly or cause damage to any property including pipes, drains or cables.
- You must keep your home clean and tidy. This means you must clean and tidy your home regularly. Any home found to be in an unclean state will be a breach of this tenancy. We have a tenancy standard for you to refer to for guidance.
- You must not accumulate excess items in your home which prevents the use and intended purpose of your home and the rooms within your home, or which may cause a health and safety risk or fire hazard or may cause an increased weight bearing on the structure of your home.
- You must not cause deliberate damage to the property.
- You must get our written permission for alterations to your home.
You can report damp and mould by filling in this form
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