Damp, Mould and Condensation Policy

13.1 Our Repairs and maintenance policy reminds tenants and leaseholders of their responsibilities in regard to:

• provide access - to repair, monitor or investigate
• report repairs promptly
• their repair and maintenance responsibilities
• the terms of their tenancy or lease
• insurance requirements

13.2 We may require a tenant to undertake an action or stop a particular action. This can include providing access promptly to stop a leak, limiting water condensing, improving ventilation or air circulation, and preventing or clearing mould growth. We may also recommend other actions or sources of advice that we ask a tenant to follow or consider - such as a referral to an appropriate source of advice or support.

13.3 We may ask for additional information to help us to better understand what may be contributing to a problem, or what the impact may be on the household. This could include personal information about how and when a property is lived in or heated, a health condition, or even finances. While a tenant is free to disclose or withhold such information, we will aim to be clear why we are asking this - which is to help us to get a fuller picture of the issues and challenges and arrive at a person-centred solution. Any information disclosed will be processed in line with data protection principles.

13.4 To ensure the best outcome for tenants we may require their assistance, for example where a specific action needs to be taken or additional information provided. In this instance we will work closely with the tenants and provide support where required.

13.5 We will use your preferred method of communication to work with tenants regarding the identification and resolution of issues.

13.6 Where there is a cause and effect of a tenant action, or inaction, which has either directly caused or contributed to property damage, we may take enforcement actions in line with the terms of the tenancy, licence, or lease. We may also recharge costs to put things right in line with our Repairs and maintenance policy.

13.7 A level of additional priority may be offered to our more vulnerable tenants including those who are over the age of 70, have a recognised disability or who have dependent children under the age of 12 months registered with Gateshead Council.