This policy sets out our approach to how we deal with damp, mould and condensation in our customers’ homes.
The policy describes how we provide guidance and support to customers to help them manage condensation and reduce the possibility of damp and mould occurring in their home, and how we respond to it when it does occur.
We understand that damp, mould and condensation can pose a serious health risk to our customers, and we treat these cases as a priority. Our aim is for all customers to feel safe, listened to, and to live in good quality homes.
We will carry an initial telephone investigation of all reports of damp, mould and condensation, so it’s important you report this to us as soon as possible.
Based on the information provided, which includes details about who lives in your home we can take into consideration all your circumstances to make sure we respond in a timely manner.
If we identify any potential emergency hazards, we will attend to within 24 hours to ensure that you and your home are safe. If further safety work is required following this visit, we will start this work within 5 working days.
Reports of damp and mould that don’t present an immediate risk to the safety of you or your home will be investigated within 10 working days of you letting us know.
We will ensure that you are kept up to date throughout the whole process and we will provide a written summary of our investigations and what will happen next at every step of the process.
If you’re worried about damp, mould or condensation, contact our Customer Hub on 0300 123 1966 select option 1 for property related calls and then listen for the option to report or discuss damp and mould. You can also use the online reporting form link to form here, where we will contact you within 24 working hours to discuss your report.
It’s important that we gather as much information as possible when you contact us, not only about the damp and mould but also about who lives in your home so that we can make sure we have considered all your circumstances when looking into what the next steps will be. This may mean we ask more question than normal, but this means we can get your issues fixed quicker.
Based on the information provided we will carry out an initial investigation with you over the phone and this will determine how quickly we may need to attend your home. We will consider all your circumstances to determine the severity of the risk to you and your home. We will attend all reports within 10 working days, but this may be quicker if we identify that there may be an immediate risk to you or your home.
