The homes of more than 200 customers have been upgraded in the past 12 months as part of a drive to address cases of condensation, damp, and mould more proactively when they arise.

Since May 2021, we have invested an additional £2m into home improvements across 222 properties with the remedial works being carried out by a number of contractor partners and project managed by a team of colleagues from across the business. The work has included replacing bathroom and kitchen extractor fans, renewing cavity wall and loft insulation, repairing and repointing damaged brickwork, and treating effected walls and windows. Advice around adequate ventilation has also been provided to customers when appropriate, to help reduce the likelihood of any issues returning.

This project has complimented the £40m we invested in the past financial year on 17,000 general improvement works and 5,000 energy efficiency related improvements as part of our ongoing commitment for customers to live in a home that is safe, secure, and warm.

In recognition of the cost of living and energy crisis currently facing people, we are setting aside additional colleague resource to deal more proactively with condensation, damp, and mould cases into the future, and have already commenced a second phase where we are addressing newly reported cases.

Customer chats to Bromford colleague
Customer chats to Bromford colleague

Customer chats to Bromford colleague

Paul Coates, executive director of customer transformation and compliance, said:

It is 12 months since I assured ITV News’ political correspondent Daniel Hewitt that addressing issues relating to condensation, damp, and mould was one of our very top priorities because no customer or family should have to live in conditions that affect their health.
Whilst we still have some way to go, and are acutely aware of the challenging environment caused by the cost of living crisis, we are also proud of the progress we have achieved in resolving the historical issues facing a small number of our customers. Our colleagues have worked brilliantly to find more proactive ways of working so we can tackle cases when they arise but importantly to work towards longer-term solutions that enable more of our customers to thrive.

Overall, 86% of our homes are rated at EPC C or above, helping to reduce the amount customers need to spend to heat their homes and exceeding our target by 1% for the year.

If you are impacted by this issue, please get in contact with your neighbourhood coach immediately.

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