Damp, mould and condensation

Reporting damp and mould

Mould growth in your home can have health implications. The longer it's left to build up, the higher the risk to you and your family. If you are concerned about damp or mould, report it to us as soon as possible. 

If your issue is an emergency, you will need to call us. For any non urgent issues, you can email us. 

Taking action

Once you've reported an issue to us, we will attend your home to carry out an investigation within:

• 24 hours - if the issue is an emergency hazard
• 10 days* - if the issue significant hazard
• 25 working days - if the issue is non-urgent

*When possible, we aim to investigate significant cases within 24 hours.

During an investigation visit

When we come out to investigate your issue we will:

• investigate the cause and severity of the situation.
• make sure your property is safe.
• treat the affected areas. This will include a mould treatment / mould wash
• provide a leaflet, further advice and a mould treatment solution to help prevent the issue reoccurring.

After the visit

Once we have carried out our investigation we will:

• provide a report detailing the investigation within three working days.
• raise any repairs needed to treat the cause of the issue.

Three-month follow up

We will contact you within three months of your initial investigation to see if the mould is still present, and arrange another visit if needed.

Read our full policy on Damp and mould.

Dealing with mould

Mould can be washed off walls using a special fungicidal wash. Special paints can help prevent mould returning, but you will need to take further steps to stop it completely.

Check out our handy video on how to remove mould

The advice in the videos should only be followed if you’re having minor problems and if the mould is caused by condensation.

If you’re concerned about mould or you’re not sure you should be treating the mould yourself, get in touch with us as soon as possible.

Damp, mould and condensation, what's the difference? 

Damp

Problems can occur as a result of rising or penetrating damp. 

Rising damp is caused by moisture in the ground rising up through the ground floor walls.

Penetrating damp is usually caused by moisture coming through walls or ceilings. This can be because of:

• overflowing pipes or gutters
• holes in the roof
• cracks in walls
• poor brickwork

Identifying damp

You might have damp in your home if you notice:

• Musty smells
• Discoloured patches on the walls
• Peeling wallpaper

If you are concerned you have damp in your home, report it to us as soon as possible. 

Mould

Mould and condensation forms on cold surfaces within the home. Mould and its spores create a musty odour and can sometimes cause health problems. Black mould will only develop in condensation, as this is a pure form of water, it is not normally a sign of rising damp.

If you are concerned you have mould in your home, report it to us as soon as possible. 

Condensation

All air contains water vapour. The warmer the air is, the more water it contains. When air comes into contact with a surface that is colder, the water vapour turns into droplets of water (condensation).

Every household suffers from condensation, usually when moisture and steam are being produced. We even produce water vapour during our sleep as we breathe - we create about half a litre of vapour every night. This is why bedroom windows mist over during a cold night. In areas where condensation occurs regularly, surfaces can stay damp for a long time, which is when mould can begin to grow.

Condensation is not the same as damp. Mould growth is typical of condensation, and is much less likely to occur in damp.

Tips to reduce condensation in your home

Top-tip - Keep your home warm and well ventilated - this is the most important thing you can do to help control condensation within the home

• Don’t leave kettles or saucepans boiling for longer than necessary and put lids on pans
• When you’re cooking or bathing - close kitchen and bathroom doors and open the windows or use an extractor fan
• Avoid drying clothes indoors unless you have extra ventilation
• Put some cold water into the bath before filling it with hot water to reduce the amount of steam you create
• Make sure tumble driers are vented to external air. Remove any moisture that is produced
• Don’t overfill cupboards or wardrobes
• Don't stand items of furniture against the wall or in front of radiators. Leave enough room for air to circulate
• Dehumidifiers can help, but they only work when the house is warm and damp, not cold and damp - they are expensive to run
• Check your heating system regularly to keep it running efficiently
• Extra insulation helps reduce condensation, energy usage and saves you money
• Close the curtains at night and, if possible, open a window or Trickle vent slightly for ventilation

If you need help or advice, please contact us.

Money advice

With rising energy costs, heating and ventilating your home to reduce condensation may seem unrealistic and build up can be unavoidable. Our Money Advice team can help if you're worried about your bills.