What happens when I report an issue?
Our teams will respond as quickly as possible to any reports of damp, mould or condensation in your home. In many cases, fixing the issue will require some sort of work to be done on your home, with the aim of permanently fixing the issue first time.
When you first report damp, mould or condensation to us, our team will ask questions to assess the type of issue you’re experiencing. They will also ask about any vulnerabilities you may have – please make sure your information is up to date. This way we can aim to identify the most appropriate solution and will then explain to you what work needs to be carried out.
We will also check whether anyone in your household might be particularly at risk from the effects of damp and mould, such as elderly people, pregnant women, babies and young children or those with health conditions. If this is the case, we will visit your home within 24 hours at a time that suits you.
Where a significant risk has been identified we will investigate within 10 working days. Following the investigation, we will write to you to explain our findings and next steps within 3 working days.
When we visit, we will check whether a mould wash is required and carry this out if so. In most cases this resolves the issue unless there is a fault with your property. On the same visit, we will also inspect your home to check the root cause of the issue.
From the date your home is made safe we will start any repairs within 5 working days. If this is not possible, all work will be started in no more than 12 weeks.
For the more complicated cases, our team of professionally qualified surveyors will visit your home to determine what works need to be carried out.
We will always contact you six weeks after the work is completed to check that you are happy that the issue has been resolved and will only close this down when you are satisfied with the outcome.
