Report a damp or mould issue
Report issues as soon as you notice them.
You can speak to a colleague in our contact centre weekdays 8am to 6pm, excluding bank holidays.
When you report the problem, tell us:
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Where it is (for example, kitchen ceiling, around windows, around the bath or tiles)
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When you first noticed it
- If it gets worse after rain or using taps in your home
You can also report it online.
Understanding what can cause damp and mould
Condensation
Condensation happens when warm air touches a cold surface, such as windows or walls, and turns into water droplets. It’s the most common cause of mould in homes.
Leaks
Water leaking from roofs, gutters, taps, toilets or pipes can lead to damp patches or longer‑term water damage.
Poor ventilation
If air can’t move around the home properly, moisture builds up. This is especially common in kitchens, bathrooms and bedrooms.
Cold surfaces
Homes that are difficult to heat or have poor insulation are more likely to get condensation and damp.
How we will respond
We assess each case based on how much mould there is, where it is, and who lives in the home. Throughout any response, you should expect clear communication from us with updates on what we will do, what we've done and what will happen next. After major repairs, we check to make sure the problem has been fully resolved.
Emergency hazard
An emergency is something that needs action within 24 hours. This includes:
- Large amounts of mould in bedrooms or living rooms
- Mould on belongings such as beds or furniture
- Any mould in homes with vulnerable people (children and infants under 5, pregnant people, older adults, or anyone with a weakened immune system)
- Mould that is causing serious health symptoms
What happens next
- We will contact you
- A mould wash is arranged within 24 hours
- We begin investigating the cause within 24 hours
- If we cannot make your home safe within this time, we will provide temporary accommodation at no cost to you
- We write to you within 3 working days of the investigation
- Repairs are then scheduled to start within a reasonable timeframe, usually up to 12 weeks depending on complexity
Significant hazard
A significant hazard needs investigation within 10 working days. This includes:
- Moderate amounts of mould (for example, several patches or whole walls in the living room and/or bedroom)
- Ongoing/re-occurring mould linked to condensation, where vulnerable people live
- Any mould in a home where someone has severe allergies, eczema or a persistent cough caused by mould
What happens next
- We contact you within 2 working days
- An inspection happens within 10 working days
- We write to you within 3 working days of the investigation to explain what we found and what will happen next
- The mould wash starts within 5 working days
- Repairs will then be scheduled to start within 4–12 weeks, depending on complexity
Routine cases
Small amounts of mould (for example, patches smaller than A4 size or light mould around windows) in homes without vulnerable people are routine cases and may not fall under the regulation.
We still log your report, give you advice, and raise any repairs needed to fix the underlying cause.
Awaab's Law
On Monday 27 October 2025, Awaab’s Law came into effect. This law was introduced to make sure families don’t have to live in unsafe homes, and that social landlords act quickly when there are serious hazards, like damp, mould, or other issues that could affect your health or safety.
Under this law, we must:
- complete emergency repairs, including severe damp and mould, within 24 hours
- investigate a potential hazard like damp and mould reports within 10 working days
- if a significant hazard is confirmed, start work to make the property safe within 5 days of identifying the problem and start any supplementary works within 12 weeks. Overall repair works must be completed in a reasonable time
- keep customers updated throughout
You can help us keep your home safe by:
- reporting issues as soon as you notice them
- describing problems clearly, for example: damp patches, mould, condensation, or persistent smells
- sharing photos or details, if possible, to help our teams assess the situation
Keeping your home warm, healthy and mould-free
You should regularly check your home for any of the following signs that there is a problem:
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black spots or mould patches
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peeling wallpaper, bubbling paint or plaster
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damp patches on ceilings, walls or floors
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water dripping from pipes, ceilings or fittings
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musty smells that don’t go away
You’re not expected to fix structural problems with your home. But small steps can reduce moisture in the air which helps prevent mould forming.
Let fresh air in by
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opening your windows for 10–15 minutes each day
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keeping trickle vents open all year round
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using extractor fans when cooking or bathing
Cut down moisture by
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drying clothes outside if you can, or use a dryer that's vented outside
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putting lids on saucepans when cooking
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wiping condensation from windows each morning
- closing bathroom and kitchen doors to stop steam spreading throughout the home
Clean small patches of mould by
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wiping it using a cloth and mild detergent
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not dry brushing the mould, this spreads spores
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using a mould removing cleaning spray available in most supermarkets on more stubborn spots
Heating during colder weather
Evenly heating your home can prevent cold spots and mould growth. If your home is hard to heat or your energy bills are too high, you might be able to get extra support.
- We can support you with things like ventilation improvements and advice and support for energy costs
Visit our money and energy support page to see what’s available.
Mould can make health conditions worse, especially for:
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babies and children
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older adults
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people with asthma, allergies or respiratory conditions
If anyone in your home is affected by damp or mould or is in the above groups, please let us know when you report the problem. We’ll take it into account when prioritising your repair.
Making a complaint
We’re here to make things right as quickly and easily as possible. When you share a concern, you should feel like we’re truly listening, that we care about finding the right solution, and that we’re owning up to making things better for you.
