Damp and mould
It’s important to us that you have a healthy, safe living environment because that’s what you deserve.
If your home hasn’t been properly protected from the elements, there’s damage to the roof or windows, you can see rising damp or you’re experiencing leaking pipes, this can create damp.
Damp usually occurs because there is damage to your roof or windows or have leaking pipes. In most cases you’ll notice a ‘tidemark’ on your walls.
If you cannot see any tidemarks or damage to your pipes and exterior of your home, then it could be condensation.
Even when we can’t see it, there is moisture in the air. If the air gets too cold, it cannot hold all the moisture, and tiny drops of water appear on surfaces.
Like how your mirror mists over when you have a shower, or take a breath on a cold day.
Unlike damp, it does not leave a tidemark, and mainly happens during cold weather.
Keep a look out in corners, near windows, or in and behind wardrobes and cupboards – especially if the walls are north-facing.
The best thing to do is report to it us immediately. You can do this through our repair’s reporter, which is quick and easy to use. It will walk you through the process, step-by-step.
Alternatively, you can contact us on 0300 123 55 22, or email at email@example.com.
We’ll arrange an inspection for all reported cases of damp and will carry these out within 10 days of being reported but aim to be with you sooner.
We’ll aim to complete 90% of all damp repairs within 40 days, allowing space for those longer-term solutions.
You’ll also have the opportunity to let us know if your repair isn’t fixed before a job is closed and we’ll follow up with you in 3 months’ time to check that everything is still ok.
We know we can always do better, and last year we launched a brand-new repairs service for damp, mould, and condensation.
We consulted with hundreds of tenants and community members and listened to their feedback to make big changes to how we handle damp and condensation related repairs.
You can report an issue to any member of staff, not just the service centre, without being passed to someone else.
And all staff have access to any recent repairs history so they can see the bigger picture, e.g., how often you’ve reported a repair and if you have any others in progress.
Operatives will update the outcome of every visit in real time, so both you, and your neighbourhood officer, have the most up to date information. You can track your repair from start to finish by visiting MyAccount+.
We’ll always take your individual circumstances into account before offering a solution, as there is no “one size fits all” approach.
Absolutely – some of our daily activities can lead to condensation sometimes, but there are things we can do to make a difference and minimise the chance.
- Cover pans whilst cooking, and try not to leave the kettle boiling for a long time or below cupboards
- If you can, dry washing outdoors on a line – your clothes will dry quicker and it’s much better for the environment. If you can’t dry outside, use a clothes airer inside the bathroom with the door closed and a window open or extractor fan on.
- Vent any tumble dryers on the outside, unless it is the self-condensing type. DIY kits are available for this.
- Keep a small window ajar or a trickle ventilator open (when someone is in the room)
- Close the kitchen and bathroom doors during use, even if your kitchen or bathroom has an extractor fan.
- Avoid putting too many things in cupboards and wardrobes as this stops the air circulating. If possible, position wardrobes and furniture against internal walls!
- In very cold weather, keep low background heating on all day, even when there is no one at home.