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Report damp and mould

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Report damp and mould

Mould is a type of fungus that grows in damp places. It’s usually caused by condensation, but can also be caused by leaks. Find out how to reduce condensation in your home.

Spotting the signs of mould

Mould can appear as black, white or green patches that can be found: 

  • around window frames and sills 
  • on walls and ceilings, especially in corners or behind furniture 
  • in bathrooms, particularly on tiles, grout, and around showers or bathtubs 
  • on kitchen walls or behind appliances 
  • inside wardrobes or cupboards, especially those placed against external walls 
  • on fabrics, such as curtains, carpets, or soft furnishings 

We want you to feel supported in raising concerns about damp and mould. Early reporting helps us to: 

  • prevent further damage to the property 
  • protect the health and wellbeing of residents 
  • ensure timely and appropriate repairs 
  • meet our legal and regulatory responsibilities 

How mould can affect your health

If you have black mould in your home, it can affect your health. This can include:  

  • general symptoms such as a cough, wheezing and shortness of breath 
  • development or worsening of allergic airway diseases such as rhinitis, asthma and other conditions that involve inflammation of the airways  
  • irritation of the eye, potentially leading to allergic conjunctivitis  
  • eczema, and other patches of itchy skin or skin rashes 
  • fungal infections, especially if you have a weakened immune system 
  • an impact on your mental health 

You should see your doctor if you have mould and any of these symptoms. 

How to report a damp and mould issue

 There are several ways to report damp and mould.

Report online

If possible, include photos of the damp and mould issue. 

Report damp and mould

Live chat 

Report a repair or ask a question in your preferred language using the Live Chat button on the screen. We:   

  • respond to 90% of messages within 2 minutes    
  • are available 8am to 6pm  

WhatsApp or SMS   

Report a repair or ask a question in your preferred language by messaging 07360 277 909. We: 

  • respond to messages within 2 hours    
  • are available 8am to 6pm  

What happens next 

We’ll review your issue and visit within 24 working hours for high-priority cases and up to 10 days for less urgent cases. 

We prioritise reports where members of your household: 

  • have a respiratory or lung condition such as asthma, COPD or cystic fibrosis 
  • have heart disease 
  • have an allergy that could be made worse by mould 
  • have a weakened immune system due to a health condition or medication 
  • are pregnant or have recently given birth 
  • are aged 16 or under or 65 or over 
  • have a mental health condition 
  • have mobility issues

Get ready for our inspection  

We will need to inspect the areas of mould and where possible, you should clear a space by moving furniture and belongings. 

An adult must be present during our visit and you should keep young children and pets safely out of the way until we have finished.  

You will be given a copy of our inspection report during the visit. 

After our visit

After our visit, we complete a risk assessment. This considers:

  • the severity of the mould
  • household occupancy
  • additional health needs   

Based on our assessment, we will come back and take one or more of the following actions:  

  • use a mould-specific cleaning solution or diluted bleach before scrubbing thoroughly with a cloth or brush  
  • carry out a full damp survey or full structural survey  
  • fit a COSIE homes meter to monitor the temperature and humidity 
  • provide leaflets or signposting to online content 

You’re responsible for redecorating your home after our visit. 

Change or cancel an appointment   

If you need to change or cancel an appointment, let us know at least 48 hours in advance.  

You can change or cancel using WhatsApp, SMS or Live Chat.  

Damp and mould policy

Getting rid of mould is a priority for us. Read our damp and mould policy. 

Feedback   

We’ll send you a brief satisfaction survey after our visit. Your views are important to us and we welcome your suggestions to improve our service.

Complaints

If you are unhappy with our service, you can make a complaint.

Repairs performance data

We publish monthly contact data to be open and transparent about our service. We use this information to make decisions and improve your experience across all of our channels. 

Find out more about housing repairs contact data.