Damp, Mould and Condensation Policy

5.1 Following a report of damp, condensation, or mould in a tenanted property, we will:

• provide advice and support to tenants
• investigate to determine the root cause of damp, mould and condensation through a robust and extensive internal and external inspection of the property and, if appropriate, neighbouring properties
• diagnose the root cause of damp and deliver effective solutions, dealing with the cause of the damp, not just the symptoms to ensure a Right First-Time fix
• carry out remedial repairs and actions in accordance with the tenancy agreement or lease
• refer to specialist damp contractors where there is evidence of defective damp proof courses
• refer when appropriate to external agencies such as Social Care and debt management agencies for additional support to the tenant (where tenants have advised on vulnerabilities, for example, income and health issues)

5.2 We will inform the tenant of the findings, advice and actions from the inspection.

5.3 A full inspection of all empty properties will always be carried out to identify any signs of damp or mould and repairs carried out prior to a new tenant moving in.

5.4 We also carry out stock condition surveys on our tenanted properties, which assist us to identify issues, including damp, mould and condensation and support us to anticipate and prioritise interventions before a complaint or disrepair claim is made. These surveys assist us in highlighting if a particular area or house type requires preventative works before problems arise.

Identifying and treating the issue

5.5 We will visit a tenant's home within 14 calendar days when they report damp, mould or condensation to us.

5.6 We will provide a written summary of the investigation within 14 calendar days.  Following the investigation a summary report will be issued to the tenant (within 48 hours of conducting the investigation). The report will include; when the investigation was conducted, who carried out the investigation, any follow-up works required and the timescales of when the hazard will be addressed.

5.7 If a hazard is not identified, a written summary is required with findings and the next steps (if any), and repairs will be completed in line with our Repairs and maintenance policy

5.8 We will complete the remedial work within 7 calendar days unless a specialist contractor inspection is required. In such cases we will look to complete remedial work within the timescales proposed by the specialist contractor.

5.9 We will fix an emergency hazard, such as severe mould, with 24 hours.

5.10 We will carry out follow-up inspections on all properties where treatment for condensation related mould has been carried out to confirm that works and mitigating actions have resolved the underlying cause of the damp or mould.

5.11 We will conduct a biennial tenancy visit of all properties. During this visit the property will be assessed for evidence of damp or mould.

5.12 If arrangements have been made to visit a tenant's home to carry out a repair or safety check, the appointment must be kept wherever possible.  We will make reasonable attempts to access the property to inspect and carry out the works.  All logged damp and mould repairs will have evidence of at least three attempts to contact the tenant. Written communication will then be provided to the tenant asking them to contact us to organise a new repair and record each attempt within the NEC Housing System.