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Damp and mould

Report damp, mould or condensation in your home.

Report damp and mould in your home

Damp and mould can affect your home and your health. Tell us as soon as you notice a problem so we can inspect your home, find the cause and take action.

You can contact us 24 hours a day, 7 days a week, 365 days a year. Call our customer services team:

  • 0345 111 0000
  • Former One Housing customer? Call us on 0300 123 9966

Call 0345 111 0000 Report on My Riverside

Man taking photo of mould in his home

Help and advice

Find out what causes damp, mould and condensation, what happens after you report a problem, and how we'll work with you to resolve it.

What do I need to do?
  • Report problems as soon as you notice them.
  • Give us access to inspect and repair your home.
  • Speak to us before making alterations to your home that could affect ventilation, heating or moisture levels.
What happens after I report damp or mould?

When you report damp, mould or condensation, we'll:

  • Arrange an inspection of your home.
  • Investigate the cause of the problem.
  • Prioritise urgent issues where there's a risk to your health or safety.
  • Explain what we've found and what action we'll take.
  • Keep you updated throughout the process.

If the problem continues after we've visited, contact us again and we'll review your case.

How will Riverside help?

When you report damp, mould or condensation, we'll investigate the cause, arrange any necessary repairs and keep you updated throughout the process.

We'll work with you to find the right solution and help keep your home safe and healthy.

Read our damp and mould policy

How can I reduce condensation?

Condensation happens when warm, moist air meets cold surfaces such as windows and walls. These simple steps can help reduce excess moisture:

  • Open windows when cooking, bathing or drying clothes indoors.
  • Use extractor fans in kitchens and bathrooms where available.
  • Keep lids on pans while cooking.
  • Avoid drying clothes directly on radiators.
  • Wipe away condensation from windows and window frames.
  • Leave a small gap between furniture and external walls to improve airflow.

Small changes can help reduce moisture, but you should still report any damp or mould concerns to us.

What happens if you can't access my home?

We need access to inspect and repair damp, mould and condensation problems.

If we can't get into your home for an appointment, we'll contact you to arrange another visit. If we're still unable to gain access after repeated attempts, we'll write to you and may need to take further action to complete essential inspections or repairs.

This helps us keep your home safe and address any issues as quickly as possible.

Awaab's Law and what it means for you

Awaab's Law gives social housing residents stronger protections against damp, mould and other serious hazards. When you report a problem, we'll take steps to investigate it quickly, prioritise any health risks and keep you informed throughout the process. To help us do this, we may ask questions about:

  • The condition of your home
  • How the issue is affecting you or your family
  • Whether anyone in your household is more vulnerable

Learn More