Damp and Mould Policy

Following customer feedback, we’ve updated our Damp, Mould and Condensation Policy to improve clarity, transparency, and customer understanding.

Your voice

• You’d like more information about how to stop damp and mould.
• You want us to be clearer about timescales.
• You want to understand how to complain if we don’t stick to those timescales.

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Your impact

What we’ve done

• Customer guidance: Our ‘Damp, Mould and Condensation’ leaflet provides simple tips to help stop damp and mould. It also explains what you can do if you have any issues. A link to the leaflet is provided in the appendices of the policy.
• Individual case handling: We’ve strengthened the policy to make it clear that every case is looked at individually. We follow our set guidance to decide what needs to be done, so our responses are fair and appropriate for each situation.
• Clarification on alternative temporary housing: In response to customer concerns, the policy now explains that moving a customer to a temporary home will only happen as a last resort. If this is needed, we’ll take into account what works best for you, including where you’d prefer to stay.
• Reporting timeframes: The policy now confirms that customers will receive a report within 72 hours of the inspection. The report will tell you what we found and what we will do next.
• Complaints process: We’ve added a new section about complaints. It explains how you can find our Complaints Policy and what to do if you’re unhappy with how your case was handled.

What hasn’t changed

• 28 days for routine cases: We still aim to fix routine damp and mould problems within 28 days. These are lower-risk issues and follow our standard repair timescales.
• All reports matter: Every damp and mould concern is important. We have a system we use to check how serious each case is and then deal with the most urgent ones first. This way, every report is handled appropriately and within a reasonable time.
• Help us to help you: When you call, please answer all the questions about the damp and mould in your home as fully as possible. If you can, send us photos too. This helps us give your case the right priority.

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What’s next

These changes are designed to give you more confidence in how we handle damp, mould and condensation cases. They make our processes and decision-making clearer, improve customer communications, and show our commitment to treating every case fairly, consistently and with empathy.

Thank you to everyone who shared their feedback to help us make these updates.

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