Condensation, damp and mould

We know that no one chooses to live somewhere that is damp or mouldy. Sometimes, damp and mould is due to an issue with your property that we need to fix. Or, there may be some simple steps you can take to manage it yourself, and prevent it coming back. 

Here are a few things you can do to help...

What happens next, if damp and mould cannot be prevented

We understand that damp and mould is not a one size fits all issue. Every case will be triaged to assess the impact on people within your household, the severity of the issue and timescales for action. We will listen and consider your needs and preferences, we take all reports seriously.

We will not apply a one-size-fits-all approach. Some cases may be more serious and will need to be dealt with quickly, triggering certain mandatory actions under Awaab’s Law. Your case may be classed as an emergency hazard, a significant hazard, or a routine repair; it all depends on the severity. 

Emergency hazards: These are issues that pose an immediate and serious risk to health or safety. 

• We will investigate and make the home safe within 24 hours of becoming aware of the problem
• If the home cannot be made safe within that time, we will offer suitable alternative accommodation at our expense

Significant hazards: These are problems that could harm health or safety but are not immediately life-threatening. 

• We will investigate the issue within 10 working days of being made aware of it
• We will carry out essential safety works within five working days after the investigation concludes
• If extra remedial work is needed, it will begin as soon as possible, and no later than 12 weeks after the investigation ends
• If your home cannot be made safe within these timescales, we will offer suitable temporary accommodation at our expense

We will send a written summary of our findings within three working days of the investigation finishing. If all of the required works, (both to make your home safe and prevent the problem recurring), are completed to address the emergency or significant hazard before the end of the three working day period, a written summary won’t be required, but we will let you know that the work is complete.

Every situation is different. Our response will be tailored based on the specific type and seriousness of the issue, as well as the needs of your household. All work will be completed within a reasonable timeframe.

Routine repairs or follow-on work

We aim to complete all other repairs within 28 days.

Sometimes we may need to order specialist parts or materials, which means things can take a bit longer. When this happens, we aim to complete the repair within 56 days.

We will keep you informed throughout and give you relevant safety guidance.

Our approach

This document tells you how all Home Group colleagues approach damp and mould. It is the standard we hold ourselves to, in line with Awaab's Law and how we make sure all customers are treated fairly. Download: our approach to damp and mould.

Damp and mould in numbers

We take damp and mould seriously. We work with colleagues, customers and the Regulator of Social Housing to make sure we do the right thing. And we're committed to learning and improving our services along the way.

The health and safety of our customers is our top priority. We have 662 customer-reported damp and mould issues (April 2025).

Making a complaint

If you are unhappy with repairs or our response to damp and mould you have the right to make a complaint through our complaints process. Our complaints, compliments and comments policy and process should be followed.