We’ll come out to visit you and try to diagnose the cause of your problem. We may carry out or some initial work to clean up the affected areas to keep you safe. Ultimately, we will look to tackle the root cause of the problem and ensure it doesn’t return.

If you find that after reporting the problem, you don’t get the response you’re looking for and the problem doesn’t go away. It’s vital you tell us. Contact us without delay.

• Inspecting your property when you report damp, mould or condensation.
• Diagnosing and dealing with the issue wherever possible we will try to deal with the source of the problem as part of our day-to-day repairs service. Sometimes we may have to order repairs as part of an investment programme. An example of this may be if you require a new roof.
• Letting you know the cause of the problem and providing you with advice.

• Reporting any issues and repairs to us
• Allow access for us to complete inspections and repairs to your home
• Seeking advice from us if you are considering any alterations to your property. So that we can ensure your plans do not continue to any damp, mould and condensation problems.

If the damp, mould or condensation within your property is severe, we may offer you a temporary move whilst work is undertaken. Sometimes, it may be necessary to offer you a permanent move if the property is impacting your health. We will also explore rehousing options with you if internal conditions , such as overcrowding are contributing to the problem.

When we have completed a repair and there is damage to decor, we will make good the area.

We may be able to provide extra help such as additional repairs, advice and support through our Foundation or Energy advisors.

If you feel that you need extra help, please contact our Customer Service Centre.

One of our responsibilities is to allow access to staff to investigate and repair any damp and mould issues in your home. The process will follow three no access attempts and the’ Final No Access letter’ sent to the customer. As ta final step, the Enforcement Team will be involved to take legal action.

Stage One – First attempt

• “No access” card left and photo taken
• Customer will be contacted to re-arrange appointment

Stage Two – Second attempt

• “No access” card left and photo taken
• Customer will be contacted to re-arrange appointment
• Housing Officers will engage with customer also
• We will send “No access” communication to customer

Stage Three – Final letter

• Final “No access” letter sent to customer

Stage Four – Legal Action

• Legal process will be instigated to gain access to property

Condensation, damp and mould can be caused in a range of different ways.

But whether a home is showing signs or not, everyone can benefit from following some simple tips to reduce condensation and the risk of damp and mould.

In the kitchen

• When you’re cooking or boiling a kettle, try to keep the door closed to prevent steam moving around your home. Steam will collect on walls and windows and create condensation.
• Make sure your extractor fan is switched on if you have one, if you do not have one in your kitchen, please report this to us as soon as possible so that we can arrange one to be installed.
• Cover your pans with lids when you’re cooking and leave your extractor fans on, you can also open your windows. Both of these will help to clear the air of any excess moisture.

In the bathroom

• Condensation, damp and mould in the bathroom is caused by hot baths and showers that send moisture into the air. When you’re taking a shower or bath, make sure your extractor fan is switched on if you have one. If you do not have one in your bathroom, please report this to us as soon as possible. In social housing properties – and even some home ownership properties – that is free of charge. If you’re not sure whether you are eligible, we can check that for you. Don’t forget too, if it’s warm enough and you can reach, you can also open a window to quickly get rid of the steam.

Around the home

• When possible and safe, try to keep your windows open to encourage fresh air to flow around your home.
• Try to avoid drying clothes inside or over radiators. If you can’t, then place the clothes on a rack in a room next to an open window and close the door. If the room has an extractor fan, keep it switched on until your clothes are dry.
• Try and keep your furniture at least 5cm away from walls to allow air to flow around it. You may want to keep soft furnishing away from external walls where moisture can collect.
• Try to leave your central heating on a constant, low setting for as much time as possible, or set the timer to boost the heating in the morning and the evening.
• Leaving moisture on surfaces will encourage mould to grow. Wipe away any condensation from windows and doors to prevent mould from growing.
• If possible, don’t overfill your wardrobes and cupboards as it increases the likelihood that warm, damp air will collect inside.
• If you have a tumble dryer, make sure that it is vented to an outside wall, or that the condenser is regularly emptied.