Damp and mould update

News – 14 December 2022

It’s been a couple of weeks since we updated you on our plans for dealing with damp, mould and condensation, and we wanted to let you know about the progress we’ve made since then. 

Working to get it sorted 

One of the key things we wanted to know was how many customers have issues with damp, mould or condensation. That’s why we put a survey on Voice, our customer feedback platform.  

Whilst we know that it’s not great that so many of you are having issues, it’s also really important that you have let us know. As we said previously, ensuring our customers are safe in their home is our key priority. 

Voice is totally anonymous, so you need to get in touch with your details if you haven’t already so we can come and sort any issues you might be having. 

75 of you did just that, so thank you. If you completed the survey and would like us to come and sort any damp, mould or condensation issues you may be having, please use the contact methods mentioned at the bottom of this update. 

  • We’ve now contacted all these customers 
  • 26 voicemails left 
  • 9 mould washes booked 
  • 31 inspections booked 

We also had 59 cases where you’d previously reported issues of damp, mould and condensation. Of these, we’ve now booked 30 jobs. 

We’re sorry we didn’t pick these up sooner, but we’re working hard to make it right. 

Our Customer Contact team is now trying to get in touch with everyone who has let us know they are having issues with damp, mould or condensation. Hopefully we’ll be able to organise dates for jobs to get these issues sorted soon. 

Contacting customers with previous cases 

We mentioned in our last update how we’d spoken to customers who had previously experienced damp, mould or condensation to see if it had returned. We’ve contacted all 127 of these customers to see if they would like us to install environmental sensors in their home. These are the outcomes so far: 

Some have also turned down our offer to install the sensors. 

Ways to get in touch 

If you have issues with damp, mould or condensation, please make sure you let us know as soon as possible. The channels below are the best way for you to do this. 

If you do get in touch, please send us pictures of the issues and your personal details as these will help us to get things booked quicker. 

Once you’ve got in touch with us via any of these methods, we will then contact you within 1-2 business days. 

Thank you again for your patience and support in helping you with these issues.