Condensation, damp and mould

We know that no one chooses to live somewhere that is damp or mouldy. Sometimes, damp and mould is due to an issue with your property that we need to fix. Or, there may be some simple steps you can take to manage it yourself, and prevent it coming back. 

Here are a few things you can do to help...

What happens next, if damp and mould cannot be prevented

We understand that damp and mould is not a one size fits all issue. That is why, we will:

• Listen, considering each customer’s needs and preferences and take your report seriously
• Assess risks based on the information you give us, including photos
• Take action based on the assessed level of risk. If the risk is high, we will aim to complete an inspection of your home within 24 hours. After an inspection, we will agree any works needed to address the root cause of the damp and mould
• Book another appointment to complete repair work that will fix any structural or plumbing issues
• If needed, we will make improvements to the ventilation in your home and/or undertake mould treatment
• Actively monitor on going cases

How we deal with damp and mould

This document tells you how all Home Group colleagues approach damp and mould. It is the standard we hold ourselves to, and how we make sure all customers are treated fairly. Download: our approach to damp and mould.

Damp and mould in numbers

We take damp and mould seriously. We work with colleagues, customers and the Regulator of Social Housing to make sure we do the right thing. And we're committed to learning and improving our services along the way.

When a customer reports damp and mould we treat it as either an emergency, urgent or routine repair. This depends on its severity and whether there are any vulnerabilities in the household. We aim to complete emergency repairs within 24 hours and a routine repair in 28 days.

The health and safety of our customers is our top priority. We have 662 customer-reported damp and mould issues (April 2025).

Making a complaint

If you are unhappy with repairs or our response to damp and mould you have the right to make a complaint. Our complaints, compliments and comments policy and process should be followed.