Damp and mould occurs more during the colder months. It’s really important for you to report any cases of damp and mould to us so we can look into it and help you treat it.
There’s a process we follow when dealing with damp and mould cases, which we’ve broken down for you, so you know what to expect.
Your first contact with us
We’ll need you to call us to let us know about the case. If you don’t report it, we won’t know about it and won’t be able to help.
When you call into the Hub, one of our team will ask you some questions about the condition of your property. For example, how big the affected area is, how long has the problem been going on, what do you think is causing it, etc.
Your query will then be passed onto our damp and mould team, who’ll arrange for either a damp and mould surveyor to come out to your home and carry out an assessment or for a damp and mould specialist to come out to your home and treat the mould.
Your appointment
A member of our damp and mould team will visit your home at the time and date given to you in your appointment confirmation and will assess the property.
They might be able to treat the problem during the visit, but they may also need to arrange another appointment to carry out more significant repairs.
We’ll follow up this appointment with a letter to confirm what we did and, if you require another appointment, we’ll let you know what we’re going to do next.
What if the problem persists?
If you continue to have problems with damp and mould, we need you to let us know as soon as possible.
Our Customer Services team will ask you about what was done last time to try and resolve the problem, when the problem returned and if it has got worse.
They’ll then escalate your case to our specialist damp and mould operations team.
Our specialist team
Our specialist damp and mould team will get in touch with you to confirm an appointment for a damp and mould surveyor to visit your home at an agreed appointment date and time.
They’ll look to identify the root causes of the problem and talk you through the next steps and what measures we’ll take to make sure the problem doesn’t occur again.
We’ll follow up this appointment with written confirmation of our next steps and any future appointments.
We have a zero-tolerance approach to recurring damp and mould issues, so we’ll work with you to find a solution and give you the support that you need to permanently fix the problem.
If you need to report damp and mould issues, you can call our Hub on 0345 60 20 540. We have lots of useful information on our web page.
