damp and mould

We want you to be safe and comfortable in your home. If you are concerned about damp or mould, please read the information on this page about what you can do and how we can help.

damp and mould

We know damp and mould can have a significant impact on a customer’s wellbeing and how they feel about their home, as well as on the property.

We take these issues very seriously and have robust processes in place to deal with them.

People across our organisation work together to proactively identify and address issues of damp and mould. We survey properties and arrange any work that is needed, as soon as possible. And we always strive to learn and improve our service in this area.

We continuously assess the condition of our 18,000 homes, which vary in property types and age, to identify trends that inform our maintenance and improvement plans.

If you are concerned about damp or mould – or are worried about the cost of living – we want to help you.

What causes damp in a home?

Rising damp arises from groundwater moving through walls or floors, evident by rising tide marks, peeling paint, and powdery salts. 

Penetrating damp is water that gets into the building from outside due to defects in the walls, roofs, windows or floors. Signs resemble rising damp, but wet patches appear higher, dripping may occur, and it can get worse after rain. 

Traumatic damp can be caused by leaking water from waste and heating pipes, overflowing baths or sinks, or burst pipes. Sometimes the problem originates from outside the property, for example from another building or environmental flooding. The damp area would be wet to touch and would remain consistently damp regardless of the weather outside. 

The most common form of damp inside a home is condensation.

You can’t see it, but the air in your home contains water vapour. When warm air hits cold surfaces, such as windowpanes and outside walls, it turns into droplets of water. This is condensation.  

Small amounts of condensation are not usually a problem. But excess condensation can cause a black mould to form, typically on wallpaper and window frames but also on furniture and clothing. 

What is mould? 

Mould is a type of fungus which grows in moist environments. It can be found on most surfaces, but common places include windowsills, walls and ceilings.  

Mould usually appears as greenish-black spots and has a damp musty smell. 

If you notice black mould forming in your home, it is important that it is treated straight away as it can spread quickly and be harmful to your health. 

Very small amounts of mould can be treated using an appropriate mould and mildew cleaner, but if the underlying cause is not address it will return.  

If you spot any damp or mould in your home – or have concerns after following our tips – please let us know straight away by calling us on 0300 1311 999 during normal business hours. 

We have a dedicated team to deal with issues of damp and mould. 

If you report a case to us, a trained surveyor will visit your home within 20 days to assess the issue.

If they can help by treating or cleaning the area there and then, they will. 

The surveyor’s report will then go to our specialist team. 

If further work is required, we will contact you to arrange an appointment. 

When the work is completed, we will offer advice on the cause and remedial actions we have carried out and contact you again within six months to check the measures have worked. 

damp and condensation identification

identifying damp and mould

Damp and condensation can cause major issues for properties. This video explains how you can identify different damp or condensation issues that could be occurring in your home.

damp and condensation prevention

preventing damp and mould

Damp and condensation can cause major issues for properties. This video provides some tips on how you can prevent damp and condensation building up in your home.