Sales and lettings: 0151 703 3703
Property management: 0344 736 0063
The responsibility to resolve damp and mould issues is different for all our customers and depends on the location of the issue within your property, your tenancy and lease. We will always triage and work with you to resolve the issue.
Read more about how to spot damp and mould: Damp and Mould Leaflet
If you’re concerned about damp and mould or unsure of responsibilities, please speak to us as soon as possible by:
• Calling us on 0344 736 0063
• Emailing email@example.com
• Reporting via The Hub
When you first contact us to report damp or mould, we will ask you a series of questions to help us find a solution to the issues you’re experiencing, including:
We’ll also ask you to email over pictures of the issue if you’re able to. Your pictures, and the answers you give to these questions, will give us an idea of what the issues may be and what we need to do to put them right.
We will triage your report based on the answers you give and will either:
If there is mould present in your home, we will contact you within 5 working days to arrange to carry out a mould wash using a fungicidal treatment.
We will keep you updated on what we will do to resolve the issues you are experiencing and will let you know who you need to speak to if you have any questions.
Prolonged exposure to excessive mould within your home can lead to respiratory-related health issues, particularly amongst those with underlying health conditions. Some people, such as young children, elderly people, people with existing skin conditions such as eczema, those with respiratory conditions such as asthma and allergies, or people with weakened immune systems, are more at risk.
We are continuing to invest in our homes, replacing kitchens, bathrooms, roofs, windows and doors as part of our planned investment programme.
We’re also reviewing and upgrading ventilation systems in homes as part of our planned investment programme and have reviewed our damp and mould policy and our process for handling reports of damp and mould.
When staff visit your home, you may notice them carrying out a visual inspection of the property. All of our staff, from repairs operatives to the Neighbourhood Team, will look for any signs of damp or mould when they are in your home. They may also ask you if you are experiencing any issues. This information will be shared with our Asset Team for investigation if you tell us that you think there may be damp or mould present.
We may have to temporarily move you out of your home while we carry out works. This is called a decant. If this is necessary, we’ll work closely with you to find you somewhere suitable to move to that meets your needs. You’ll have a dedicated point of contact, who you can call anytime for an update, and we’ll be open and honest about how long works will take and when you can move back.
We will always do our best to resolve any issues you may be experiencing. However, if you are unhappy with the service you have received, you can raise complaint.
For details on how you can make a complaint, please click here.