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We take reports of damp and mould extremely seriously, and we’re committed to keeping you safe in your home. 

We’ve introduced a dedicated team to tackle damp and mould repairs, and we have reviewed and updated our timescales to make sure we act quickly when you report damp and mould. 

As the law around responding to damp, mould and emergency repairs has changed, the main difference you’ll see is more communication from us throughout the repairs process, so that you know what to expect and what is happening next. 

Here is what will happen when you report damp, mould and emergency repairs to us: 

  • Investigate emergency repairs and make sure the property is safe - Within 24 hours 
  • Investigate hazards, as outlined in the Decent Homes Standard- Within 10 working days 
  • Provide a written summary - Within three working days of completing the investigation 
  • Begin repair work - If a hazard or significant risk is found, we will begin repairs, or take steps to  begin repairs, within five working days. Repair work must be physically started within 12 weeks. 
  • Provide temporary accommodation if the property can’t be made safe - Within 24 hours for an emergency, or five working days for a significant risk 

How to report damp and mould 

You can report damp or mould via our form. You can upload images with your form to help us better understand the problem. 

You can also call us or visit one of our Touchpoint stores. 

Report damp and mould

Your details
Tell us about the problem
Is the problem in one room?
Is it a new problem that you're experiencing?
If it is not a new issue, have you previously reported it or had an associated repair completed?

Damp in your home

Damp is the build-up of too much moisture inside of a property. 

Damp in your home is likely to happen when there is a lot of condensation built up, or when water comes into your home from the outside. 

Damp is normally caused when moisture in the air hits a cold surface, like a window or a wall. The moist air turns back into water, creating dampness. 

Damp can be caused by a few things, including: 

  • moisture from condensation 
  • water coming into your home 
  • issues with your water or plumbing system 
  • not having enough heat in your home 
  • a building fault, such as damp proofing that has stopped working. 

Condensation is the most common cause of damp.  

It happens when moist air inside of a home touches a colder surface. When this happens, it causes the surface to be wet. 

Condensation is more likely to happen in areas of your home that are colder, or where fresh air cannot get to. This includes: 

  • windows 
  • windowsills 
  • kitchen 
  • bathroom 
  • cold corners of rooms 
  • rooms that have no way of letting fresh air inside e.g. no windows that can open 
  • built-in or fitted cupboards or wardrobes 
  • behind furniture that is directly against a wall. 

All homes have an element of condensation, but this should be quick and easy to soak up and clean with a cloth. 

This is one of the best ways to avoid the risk of mould growth.

If it is taking multiple attempts to remove the condensation or it is pooling on the window sill, this could be a sign there is an issue, so please get in touch.    

Letting air inside your home from the outside will let condensation out. 

Leaving a window open or turning on an extractor fan is the best way to do this – when you are in the bath or shower, or when you are cooking.

Do not turn off any extractor fans in the bathroom or kitchen. Extractor fans are cheap to run. They also use less energy than a standard light bulb and can remove moist air quickly. 

You should not block any vents you might have in walls or on windows. 

If you turn off, restrict or disable the ventilation in your home, this will impact the quality of the air and increase the risk of mould developing.  Mould can be present before it is visible and can impact your health. 

If you suspect the ventilation in your bathroom or kitchen is not working, please contact us.  Some homes have ceiling ventilation at the top of the stairs, again if you suspect this isn’t working please contact us. 

If you do need to dry your clothes inside, try and dry them in one room.

Close the door to prevent the moisture from spreading around the house, and open the window to keep the room ventilated. 

Keeping your home warm will help to stop condensation from happening. 

We realise the cost of living is affecting everyone. You may not want to heat your home as much as you previously did because of the cost of energy. 

There are ways you can keep heat in your home for longer, including: 

  • keeping doors closed 
  • tucking any curtains behind radiators 
  • during the day, opening your blinds and curtains to let heat from the sun inside 
  • at night, closing your blinds to prevent cold air from getting inside. 

If you have the option, you should not put furniture up against a radiator, or tight up against an external wall.

This can trap air and lead to condensation. 

Damp can cause mould. This could be a stale smell, with wet patches on your walls or ceilings. 

Any sign of condensation dampness or mould growth is a sign that the air in your home is too wet. 

You can regularly wipe moisture away from your windows and windowsills to help reduce mould. 

Mould will need to be removed safely from your home by a qualified tradesperson. 

You can clean an area with minor mould growth with a fungicidal wash that has a Health and Safety Executive approval number. This is easily available from most supermarkets and DIY stores. 

Never use bleach to clean surfaces that have mould on them. This can be dangerous and cause mould to grow even more.

Contact us

If you think you have damp and mould in your home, please get in touch.

Contact us