This policy outlines how we deal with instances of 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.
The policy also describes how we will provide our customers with a high-quality customer experience and tailor our support to their individual needs. We want customers to feel safe, listened to, and for them to live in good quality homes.
Our damp, mould and condensation policy forms a part of our overall repairs and maintenance service. This wider offer is explained in our Repairs Policy and our Asset Management Policy.
The Policy outlines our response to damp, mould and condensation in all our owned and managed homes. The service is delivered using a combination of our operatives and external contracts.
The Regulator of Social Housing sets consumer standards in five areas, the Home Standard sets expectations for registered providers of social housing to provide tenants with quality accommodation and a cost-effective repairs and maintenance service.
Alongside the Regulator, the Housing Ombudsman Service has also issued specific reports in relation to damp, mould and condensation in social housing. These call for a strengthened approach to understanding and dealing with damp, mould and condensation across the sector. In response:
This Policy covers the majority of all our owned or managed homes and is dependent on the relevant individual legal agreement. The service is delivered using a combination of our colleagues and external contractors for:
In the instance of shared ownership and leasehold properties, where the lease stipulates that we have responsibility for the fabric of the building or common areas, we will work with homeowners to address any issues in relation to damp, mould and condensation that are related to these obligations, with the costs being met through the service charge for the building.
Where we are not the landlord for the building but own properties within a building, we will engage with the landlord or management company regarding any defects or repairs to the fabric of the building. This policy does not apply to freehold properties.
In addition, we are committed to support customers in signposting them to various contractors should the issue relate to their home and therefore their responsibility.
Condensation occurs when moisture in warm air comes into contact with a cold surface and then condenses producing water droplets. Factors increasing condensation can include; lack of ventilation, inadequate heating, poor insulation, structural issues and high humidity. High levels of condensation can create an environment that enables mould to grow.
Rising damp is the movement of moisture from the ground rising through the structure of the building. Rising damp can be caused by missing or faulty damp proof course.
Penetrating damp occurs when water passes through the external structure of the building causing damp, rot and damage to internal surfaces and structures. The cause of penetrating damp is often linked to structural issues, faulty guttering, defective brickwork or windows, or problems with roofing. Penetrating damp can also be caused by internal leaks.
We understand that condensation, damp and subsequently mould can present a health risk for our customers and we treat these instances as a priority. We follow a condensation, damp and mould process to make sure we take the correct action for identifying the causes of condensation, damp and mould in a timely manner and to undertake any remedial actions to protect the safety of our customers.
Our approach to treating damp, mould and condensation may include repairs to customers homes, major remedial works to help their homes perform more efficiently, reducing the build-up of moisture in the property and/or support through technical advice and guidance.
In cases of where significant works are required or where there are concerns about a customer’s health and wellbeing, we will consider a temporary move or permanent transfer, in accordance with our Allocations Policy. We will be clear about the outcome of damp inspections in their home and if works are needed, we will tell customers what will happen next.
We may also provide detailed guidance, advice and support to help them treat condensation and keep damp and mould away. If we feel this would benefit customers, we can refer our customers to other organisations for additional support.
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 remedial works within 20 working days. However, where we identify a potential hazard to customers health we will prioritise both the inspection and any associated works.
Similarly where it is identified that the issue requires significant remedial works that may take longer than twenty working days (i.e. installation of a damp proof course) we will work with our customers to minimise disruption and provide temporary alternative accommodation where necessary.
We also take a pro-active approach to addressing issues around damp, mould and condensation in our rented homes. This approach includes:
Ventilation fitted as standard in our window replacement programmes to reduce moisture build-up.
There are lots of ways customers can report issues with damp, mould and condensation, including:
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.
To ensure opportunities are not missed, all reports of damp, mould and condensation will be dealt with on an individual basis with no assumptions being made about the cause.
We will treat our customers as individuals, with different needs and work together to address issues and concerns around damp, mould and condensation.
We will investigate to determine the cause of damp, mould and condensation and carry out repairs where needed. We will implement any necessary actions in accordance with the tenancy agreement/lease and the Repairs Standard.
We will keep our customers informed about any investigation findings, including being clear about the possible causes of damp, mould or condensation, any recommended solutions, necessary remedial works and the estimated timescales to complete.
For planned works, we will take a risk-based approach, using the knowledge we hold about homes of concern to inform our programme going forward. We will learn from customer feedback and complaints, to ensure we strengthen our approach when things go wrong.
We will promote and provide general guidance such as keeping homes warm and well ventilated, particularly during cold periods, and share advice on how to manage damp, mould and reduce condensation.
If it is unsafe for the customer to remain in a property while works are carried
out, alternative accommodation arrangements will be made in line with our Allocations Policy and Decant Policy and procedure and lease obligations.
We have a strong commitment to ensuring our colleagues are fully trained and well skilled. This includes general and specialist training for those involved in identifying and resolving damp, mould and condensation.
Our trained team will diagnose the cause of damp, mould and condensation and deliver effective solutions based on cause, not just the symptom.
Customer service is important to us. It is vital that we provide a high-quality customer experience. Our operatives are skilled and trained to deliver work of an excellent quality in a friendly, helpful and professional way. We encourage customers to tell us about their experience so that we can improve services. Customers can do this a number of ways as outlined in our customer feedback policy.
We will make sure our operatives have the right tools and equipment to do the job safely. To give you the right service, we ask that our operatives are able to work safely, in line with our Service with Respect Policy.
We take health and wellbeing seriously and expect our customers to allow access to properties so that we can resolve issues that pose a risk to them. Whilst we recognise that our properties are our customers’ homes, it is important that customers allow our colleagues and contractors to access their properties for inspections and in order to fix problems with damp, mould and condensation.
If we are unable to access a home to carry out works, we will implement our No Access – Enforcement Policy.
We measure our response times for damp and mould requests and report this performance to both our customers and our Executive team and our Board along with the following:
Customers are at the heart of our service. The quality of our services will be assessed through tenant satisfaction measures which include repairs, safety checks, and complaints information. The Regulator requires us to collect this information and make the results available to our customers.
We will analyse complaints received, their outcome and proposed changes as part of our reporting and planning process. We share feedback with service managers to ensure we learn from cases. Our Customer Feedback team produce regular reports that will be shared with Managers, Senior Management, Directors, formally involved customers, our Executive team and Board.
Reports highlight themes and trends which allow Senior Management to review and identify any systemic issues, serious risks or areas for organisational improvement. Annual reporting to Board includes the Housing Ombudsman’s annual Landlord performance report. We tell our customers how they have influenced change to policy and improvements to services by publishing findings from complaints on our website, in customer communications and annually in our Annual Report.
Customers are responsible for decorating inside the property and keeping it in good order. Some damp and mould repairs may affect the decoration of the home. If this happens, we will communicate this to the customer and the area will be made good following the repair.
The Director of Repairs is responsible for this policy. Our in-house repairs service will deliver in line with this policy supported by a number of partners who will help us with specialist skills. These include, damp proof works, major structural issues and drainage work, and also to provide support in times of increased demand.
We are committed to making sure our services are accessible and clear to everyone. We will treat everyone with dignity, respect and fairness. We will take customer needs and circumstances into account and provide additional support where needed.
We will consider the needs of the customer when prioritising repairs, especially those who are more vulnerable or at greater risk. We ensure our colleagues are clear, well trained and supported to deliver. Customer facing colleagues have received technical damp, mould, and condensation training, as well as training focused on being present and adapting to customer needs and preferences. Colleagues will seek to understand first and then ask questions to learn more and check understanding.
We have developed a damp, mould and condensation reporting form on our website as an additional way for customers to report any experience of damp, mould or condensation. The form allows for detailed descriptions, photographic evidence and information regarding health, which is used to prioritise appointments for customers with additional needs.
We can offer support to customers who are experiencing difficulties managing the cost of living, through our financial inclusion team, tenancy coach team and through direct financial support. We also support customers to access community support if needed.
