Damp and mould

Looking after you is our top priority, and that includes helping to prevent damp, mould and excessive condensation.

We've put together some advice (below) which we hope is helpful.

How condensation, damp and mould can affect your home

Mould tends to grow more commonly in poorly-insulated homes that don’t get much fresh air. It can also develop where there are ongoing leaks or poor building construction and can appear even in well-built homes like yours, which is why the trick is to check regularly.

Mould grows on clean water droplets – generated by the day-to-day things we all do in our homes. It especially likes rooms that get lots of moisture, such as your kitchen or bathroom.

What to do, and when

How do I prevent condensation and mould from building up?

  1. Open your windows for fresh air for 5 minutes every day
  1. Switch on kitchen extractor fans when you’re cooking
  1. When running a bath, do the cold water first and hot water second
  1. If you can, dry your washing outdoors
  1. If you can’t, use a tumble dryer that extracts water into a tray, or hang clothes on an airer 


How do I tackle the first signs of mould?

  • If you see condensation forming on windows, use a clean, dry cloth to wipe it clean. 
  • If you find black spots of mould, the best household cleaning product is a fungicidal spray (available from DIY shops and some supermarkets).


Mould has become a problem – what do I do?

You can report issues via our portal, email us to explain the issue, or call us on 020 8168 0500.  If we can't diagnose the issue when you contact us, we’ll arrange for someone to visit your home, work out what is needed and treat the issue there and then. If further repairs to your property are needed we'll do these for you as soon as we can. 

Cold homes often mean damp homes, and we don’t want you to struggle with damp and mould because you’re struggling to pay for heating. We are always here for you – so if you need support with managing your finances, visit the customer support section of our website.

Our commitment to you

We take very seriously our legal and moral responsibility in managing any damp and mould in your home. We:

  • Acquire high-quality homes – 98% have an EPC rating of A or B, meaning they’re energy-efficient and have good insulation
  • Are properly trained and qualified, and make sure our specialist partners are too
  • Make it easy for you to report issues
  • Consider your individual needs
  • Always look out for any issues during home visits, including signs of damp and mould
  • Focus on the issue – we’re not interested in blaming anyone
  • Meet all relevant legislation and good practice
  • Offer an effective complaints process if you feel our performance was substandard.


Our policy on tackling damp and mould

We have a detailed policy that sets out what you can expect from us when dealing with damp and mould. You can see a copy of the full document here.

Where you can find more information online

Here are some links you might find useful:

A guide to tackling condensation from the National House Building Council.

A guide to tackling mould from the UK Centre for Moisture in Buildings

Advice about the impact of damp and mould on health from the NHS