This policy sets out our approach to how we deal with damp, mould and condensation in our customers’ homes.
The policy describes how we provide guidance and support to customers to help them manage condensation and reduce the possibility of damp and mould occurring in their home, and how we respond to it when it does occur.
We understand that condensation, damp and mould can present a health risk for our customers and we treat these cases as a priority. We want customers to feel safe, listened to, and for them to live in good quality homes.
We aim to respond to reports of damp, mould and condensation and undertake a property inspection within ten working. We aim to complete any associated repairs works within 20 working days.
There are lots of ways customers can report issues with damp, mould and condensation. Customers can find out more about how to do this on our Reporting Damp and Mould webpage.
Once you have reported this to us, we will arrange an appointment for as soon as possible, at a time that suits the customer and meets their individual needs. We offer full day, morning, or afternoon time slots and can take the school run into account. An appointment to assess the cause of the damp, mould and condensation will usually be needed before any remedial works or actions can be scheduled.
