Damp and Mould

We’re committed to doing everything we can to support customers to be safe and comfortable in their homes.

That’s why we brought customers and colleagues together to form a Damp and Mould Working Group. The group’s goal was simple – to make sure no one has to live with damp and mould.

Nearly 1,000 customers also shared their experiences through a survey. This helped us see where things were going wrong and what mattered most to customers.

Your voice

The survey and working group highlighted some clear themes:

• Inconsistent reporting by surveyors caused delays and confusion.
• Poor communication at the start of cases left customers frustrated.
• Some cases were closed too early, meaning problems weren’t properly resolved.

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Your impact

What we’ve done

• Set up a new central system to track every damp and mould case.
• Added a seasonal recorded message on our phone lines to prompt reporting of damp and mould.
• Introduced follow-up surveys to check satisfaction after repairs are complete.
• Started using specialist contractors to diagnose and treat complex cases.
• Introduced training for colleagues to identify early signs of damp and mould and to ask for photos and note any vulnerabilities when it’s reported.
• Introduced awareness sessions across frontline teams to improve consistency.
• Added a follow-on review 12 months after repairs to make sure issues haven’t come back.

What we’re doing

• Continuing staff training, especially for surveyors handling complex cases.
• Monitoring reports and customer feedback to make sure improvements last.
• Introducing a Customer Influence Panel to hold us to account.
• Reaching out to customers who haven’t reported damp and mould, so we can act early.

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What’s next

Your involvement has already led to measurable impact:

• Communication and case tracking have improved with the new reporting systems.
• Colleagues have a clearer understanding of their roles and responsibilities.
• Stronger ownership and accountability across teams.
• Customers are starting to see quicker, more consistent responses to reports.

We know there’s always more to do. That’s why we’ll continue to do all we can to ensure all customers are safe and comfortable in their homes.

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