Condensation, damp and mould

For privately rented properties visit damp, condensation and mould pages for privately rented properties.

Report the problem as soon as possible

To fix damp or mould quickly and keep your home safe, you should:

•    report problems early: the sooner we know, the faster we can act
•    allow access for inspection, this helps us identify and resolve the issue properly

You can report the issue online or call us on 0208 726 6101.

When you report a problem

When you contact us about damp or mould in your home, we will initially arrange an inspection. Time scales will depend on the urgency as set out by the Housing Health and Safety Rating System (HHSRS)

Category 1 emergency

The hazard poses the most severe risk to the health and safety of tenants. For example, damp and mould growth, mould spores, severe dampness or dust mites.

For category 1 cases we will provide:

• a rapid response: We aim to inspect your property within 24 hours to identify the cause of the issue
• immediate safety measures: we will carry out initial cleaning and treatment to make the affected area safe
• repairs: the property must be made safe and remedial works must begin within 5 working days of the investigation concluding

Category 2 urgent and routine

Less severe damp and mould present. These cases will be categorised as either:

• urgent: repairs attended to within 6 working days
• routine: repairs will be attended within 10 days

Remedial work will be raised within 5 working days of the inspection. Where immediate resolution is not possible, works will be completed within 12 weeks at the latest.

After the inspection

• prioritise vulnerable residents: we will assess whether any household members are vulnerable and prioritise their case accordingly
• provide inspection reports: tenants will receive a copy of the inspection report within 3 working days of the inspection
• offer tailored support: we will keep tenants regularly updated with clear timeframes, a schedule of works, and support tailored to the household’s specific needs
• monitor severe cases: in serious cases, we may install humidity sensors after repairs to ensure the issue has been fully resolved
• tackle the root cause: we will address underlying issues such as leaks, poor insulation, and inadequate ventilation, not just the visible symptoms
• provide temporary accommodation (if necessary): in extreme cases, and only as a last resort, we may offer temporary accommodation if the home cannot be made safe
• enforce access where required: if we are unable to access the affected property, or neighbouring properties contributing to the issue, we may take steps to enforce access for inspection or repairs
• conduct follow-up inspections: After repairs, we will carry out follow-up inspections by our damp and mould surveyors, or external specialist contractors
• seek tenant feedback: we will follow up with a satisfaction survey and provide clear contact details for reporting any further issues
• Work collaboratively: where additional support is needed, we will liaise with internal colleagues and external agencies to ensure tenants receive appropriate help

 Small changes can make a big difference

Condensation is one of the main causes of damp and mould. With a few simple daily changes, you can reduce the risk and keep your home healthy.

In the kitchen

• keep doors closed when cooking or boiling the kettle to stop steam spreading
• cover pans and open windows to let moisture escape
• If your extractor fan is not working, or there is not one fitted you can report the issue online or call us on 0208 726 6101.

In the bathroom

• turn on your extractor fan during showers or baths to remove steam
• open a window after bathing to clear moisture quickly
• If your extractor fan is not working, or there is not one fitted you can report the issue online or call us on 0208 726 6101.

Around the home

• keep windows and trickle vents open for 10 mins a day where possible to improve airflow
• avoid drying clothes indoors, if you must, use an airing rack near an open window and keep the door closed
• leave a 10 centimetre (4 inch) space around furniture and cold walls to help air circulate and prevent moisture build-up
• maintain a steady temperature by keeping heating on low or using a timer
• wipe away condensation from windows and doors daily
• don’t overfill wardrobes or cupboards, this traps warm damp air and can lead to mould
• vent your tumble dryer properly, if it’s a condenser model, empty it regularly

Other issues that can cause damp and mould

• leaks from missing or loose roof tiles
• leaks from your neighbours’ property, they may not be aware there is a leak in their property
• water damage from a broken or leaking pipe
• rising damp caused by ground moisture absorbed into the walls of the building
• structural issues from poor insulation or inadequate drainage
   

More information

Read our condensation, damp and mould policy (PDF, 340KB)