Damp and mould can happen in any home, but it’s more likely to happen in some homes than others. Looking out for signs of it happening and reporting it to us quickly where it is found, is really important.

Photograph showing a person wearing gloves inspecting mould growth on a wall near a window and radiator. The mould appears as large, discoloured patches spreading across a lower wall area, indicating possible moisture damage.

There are different kinds of damp and mould, and they can look quite different. Take a look at our visual damp and mould guide to help you spot anything in your home that needs attention. An easy-read version of the visual damp and mould guide is also available.

We’re here to help with damp and mould and will respond as quickly as possible to your queries.

Visual damp and mould guide Easy-read damp and mould guide

Reporting damp and mould

If you notice any damp or mould in your home, please get in touch with us straight away. For some people, mould can cause or worsen some health issues – so don’t delay, contact us immediately.

Here, you can learn more how we’ll support you with damp and mould.

Damp and mould gets worse if it is left untreated, so if you spot this in your home, please let us know as soon as possible.

For more help and information, or to report issues you can:

To help us assess the problem, please take clear photos from different angles if you can and remember to include your name, address and contact details.

Please let us know if you’d prefer a female operative to attend, or if you’d like to request a chaperone.

There are three different reasons why damp and mould can occur in the home. These are:

  • Rising damp occurs when moisture comes through the foundations of a property, passes through the damp course and comes into the brickwork itself.
  • Penetration: This could be because of a failure in the building itself, for example a roof leak or the pointing coming out of the brickwork allowing excess moisture into the property.
  • Condensation: Air can hold moisture and the warmer the air, the more moisture it can hold. If humid air is cooled by contact with cold surfaces, such as walls, windows or mirrors, the moisture condenses into water droplets known as condensation. Mould can often occur if condensation is left untreated for too long.

We will treat any incident of damp and mould and will work on providing a solution to prevent damp and mould occurring again. In many cases, sorting it out properly will require some sort of work in your home, which we will carry out as quickly as possible.

We 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, we’ll ask questions to assess the type of issue you’re experiencing. We’ll 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’ll 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’ll visit your home within 24 hours at a time that suits you.

Where a significant risk has been identified we’ll investigate within 10 working days. Following the investigation, we’ll write to you to explain our findings and next steps within 3 working days.

When we visit, we’ll 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’ll also inspect your home to check the root cause of the issue.

From the date your home is made safe we’ll 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.

Related topics

More information on managing your home.