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Reporting damp and mould
Damp and mould can be due to an issue with your home that we need to fix. Find out how to report a repair for damp and mould.
We take a zero-tolerance approach to damp, mould, and condensation and we are here to help
We know that no one chooses to live somewhere that is damp or mouldy. Once you have reported an issue to us, we will be in touch within 10 days.
What happens next
We understand that damp and mould is not a one size fits all issue. That is why, we will:
- Listen, considering each customer’s needs and preferences and take your report seriously
- Book an appointment to come and inspect your home
- Assess whether any works are needed and discuss this with you
- Book another appointment to complete repair work that will fix any structural or plumbing issues
- If needed, we will make improvements to the ventilation in your home and/or undertake mould treatment
- Actively monitor on going cases
This work will be prioritised on a risk basis. If there are significant risks to you or your family's health, we will seek to act within 24 - 72 hours.
Help to prevent damp and mould
We know that damp and mould cannot always be prevented. Sometimes, damp and mould is due to an issue with your property. However, there are a few things you can do that can help to prevent damp and mould occurring such as:
- Keeping your home warm. The ideal temperature is around 18 degrees C
- Use your extractor fans if you have them, especially when you’re in the shower, bath or when you’re cooking
- Wipe water away from windows to avoid mould
- Open windows little and often to let fresh air in and moist air out
- Drying your clothes outside or in the bathroom with an extractor fan on or window open
- Make sure furniture is away from radiators
- Covering pans when you’re cooking
- Using a mould cleaning product to remove mould if you do get it
Read how to prevent condensation and mould or how to remove small patches of mould in your home for more tips. If you have tried our tips and they are not working, please let us know.
How to report damp and mould
You can report damp and mould by calling 0345 141 4663 (select the dedicated option) or online:
How we deal with damp and mould
This document tells you how all Home Group colleagues approach damp and mould. It is the standard we hold ourselves to, 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.
When a customer reports damp and mould we treat it as either an emergency, urgent or routine repair. This depends on its severity and whether there are any vulnerabilities in the household. We aim to complete emergency repairs within 24 hours and a routine repair in 28 days.
The health and safety of our customers is our top priority. We have 911 customer-reported damp and mould issues (April 2024).
Damp and mould leaflets
- Easy read damp and mould leaflet
- English damp and mould leaflet
- Urdu damp and mould leaflet
- Arabic damp and mould leaflet
- Tigrinya damp and mould leaflet
- Kurdish damp and mould leaflet
- Mandarin damp and mould leaflet
- Lankstinukas apie drėgmę ir pelėsį
- Ulotka dotycząca pleśni i wilgoci
- Folheto de humidade e bolor
Types of damp and mould
Here are some examples of damp and mould. If you notice any signs of damp and mould in your home please let us know:
Rising damp
Rising damp is when moisture rises from the ground into floors or walls.
External rising damp
Rising damp could be both internal and external.
Penetrating damp
This is when water leaks into a building through a wall, roof, or ceiling. This can be caused both by external leaks and by internal plumbing problems.
Condensation and mould
This happens when the air outside is cooler than the air inside. The difference in temperature causes the inside air to condense and form water droplets.