Customers on tablet in front room

Reporting damp and mould

Damp and mould can be due to an issue with your home that we need to fix. Find out how to report a repair for damp and mould.

We take a zero-tolerance approach to damp, mould, and condensation and we are here to help

We know that no one chooses to live somewhere that is damp or mouldy. Once you have reported an issue to us, we will be in touch within 10 days.

What happens next

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
  • Book an appointment to come and inspect your home
  • Assess whether any works are needed and discuss this with you
  • 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

This work will be prioritised on a risk basis. If there are significant risks to you or your family's health, we will seek to act within 24 - 72 hours.

Help to prevent damp and mould

We know that damp and mould cannot always be prevented. Sometimes, damp and mould is due to an issue with your property. However, there are a few things you can do that can help to prevent damp and mould occurring such as:

  • Keeping your home warm. The ideal temperature is around 18 degrees C
  • Use your extractor fans if you have them, especially when you’re in the shower, bath or when you’re cooking
  • Wipe water away from windows to avoid mould
  • Open windows little and often to let fresh air in and moist air out
  • Drying your clothes outside or in the bathroom with an extractor fan on or window open
  • Make sure furniture is away from radiators
  • Covering pans when you’re cooking
  • Using a mould cleaning product to remove mould if you do get it

Read how to prevent condensation and mould or how to remove small patches of mould in your home for more tips. If you have tried our tips and they are not working, please let us know.

How to report damp and mould

You can report damp and mould by calling 0345 141 4663 (select the dedicated option) or online:

Renters: report damp and mould online

Homeowners: report damp and mould online

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.

Types of damp and mould

Here are some examples of damp and mould. If you notice any signs of damp and mould in your home please let us know:

Rising Damp Carousel

Rising damp

Rising damp is when moisture rises from the ground into floors or walls.

Externnal Rising Damp Carousel Image

External rising damp

Rising damp could be both internal and external.

Damp that has moved from the exterior of a property to the interior.

Penetrating damp

This is when water leaks into a building through a wall, roof, or ceiling. This can be caused both by external leaks and by internal plumbing problems.

Condensation And Mould Carousel Image

Condensation and mould

This happens when the air outside is cooler than the air inside. The difference in temperature causes the inside air to condense and form water droplets.

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