Damp, Mould and Condensation Policy

Reporting a repair relating to damp and mould

14.1 When you contact us in relation to a damp, mould and condensation issue we will:

• complete a property and diagnostics questionnaire with you by telephone when you report a problem to ensure we have enough information
• if the outcome shows that condensation is likely to be causing the problem we will discuss ways in which we can make changes to improve the situation

14.2 If the outcome shows that damp is likely to be present in your home, we will:

• fix applicable building defects or advise you how to resolve the issue if this is due to normal household activities which release moisture into the air
• carry out a full property survey which reviews things like heating, pipes, rainwater goods, damp proof course and loft insulation where the problem is not as easy to identify

14.3 We will evaluate the results of the survey to establish the root cause of the problem and advise you of the remedial action we will take, steps you should take and any further work that is required in the future, together with a timeframe for this.

14.4 Tenants will be provided with clear information about how to manage damp and mould in their home, including:

• the outcome of any damp and mould assessments
• consideration given to the individual circumstances taken into account when we decide on any works that are required to their home
• appropriate home loss and/or disturbance payments if they need to move out of their home while work is undertaken