Damp and Mould FAQs

This page has answers to common questions about damp and mould in your home.

How to report damp and mould

To let us know if there is damp, mould or condensation in your home, you can:

  • Call us on 0344 736 0063 
  • Email us on info@redwing.co.uk 
  • Let us know in person at 16 Duke Street, Liverpool, L1 5GB

For emergencies, such as immediate risk to health and wellbeing, please call us straight away on 0344 736 0063 - our emergency phone line is open 24/7. 

What information do you need from me to raise a damp and mould issue?

When you report damp or mould, we’ll ask a few questions to help us understand the problem:
  • Who lives in your home – are there children, older people or anyone with health conditions that may be at risk?
  • Do you know what might be causing it – for example, a leak?
  • Where is it? Which room, is it upstairs or downstairs, on an inside or outside wall, at the top or bottom of the wall?
  • What does it look like? Is it black or white mould, or a shadow on the wall?
  • Can you send us photos of the issue? This will help us determine the best course of action. You can complete our online form and attach your images.

I’m a tenant - what if I have damp and mould?

If you are a Redwing tenant, we follow strict rules under Awaab’s Law to keep homes safe. Here’s what we do once you’ve  reported a problem:  

  1. We check how urgent it is - If it’s an emergency,  we’ll complete the work within 24 hours.  

  1. We look at who lives in your home  -  We’ll check if anyone is vulnerable - like children, older  people  or anyone with health conditions. We may speak to medical professionals to help us understand your needs.  

  1. We keep you updated  - If you’re vulnerable,  we’ll give you extra updates and make sure your repairs are tracked closely.  

  1. We offer temporary accommodation if needed  - If your home isn’t  safe to stay in,  we’ll follow our Temporary Accommodation Policy to help you.  

  1. We arrange a survey  - Within 10 working days, we’ll send someone to check your home and look for any health risks using the HHSRS (Housing Health and Safety Rating System).  

  1. We send you a summary - You’ll  get a written summary of what we found within 3 working days of the survey.  

  1. We let you know when emergency work is done  -  We’ll keep you informed so you know what’s been fixed.  

  1. We start safety work quickly  - If there’s a hazard, we’ll  begin work to make it safe within 5 days.  

  1. We finish the rest of the work  -  We’ll  aim to complete all repairs within 30 days, or for major works within 12 weeks.  

Listen to our team talk you through the process:

 

I’m a leaseholder - what if I have damp and mould?

If you are a leaseholder,  you’re  responsible for the majority of repairs and maintenance inside your home  - this includes damp,  mould  and condensation.  

This usually includes fixtures, fittings and appliances. We’ll take care of communal areas and any services covered by your service charge.   

If you think damage to your home is caused by a  neighbouring property, please contact us so we can  investigate. Even though the repair might be your responsibility, if you spot damp,  mould  or condensation, we’re  here to help you put it right:

  1. We will send a surveyor to your home or block
  2. We check how urgent it is - If it’s an emergency,  we’ll complete the work within 24 hours
  3. We arrange a survey - Within 10 working days, we’ll send someone to check your home and look for any health risks
  4. We send you a summary -  You’ll  get a written summary of what we found within 3 working days of the survey
  5. We look at who lives in your home - We’ll check if anyone is vulnerable - like children, older people or anyone with health conditions. We may speak to medical professionals to help us understand your needs
  6. We keep you updated - If you’re vulnerable, we’ll give you extra updates and make sure your repairs are tracked closely
  7. We offer temporary accommodation if needed - If your home isn’t safe to stay in, we’ll follow our Temporary Accommodation Policy to help you. 
  8. If the damp, mould or condensation is in your home, we can provide a mould  wash  but this will be rechargeable to you
  9. If the damp,  mould or condensation is in a communal area, we will resolve the issue. 

I’m a shared owner – what if I have damp and mould?

If you are a shared owner, you’re responsible for the majority of repairs and maintenance inside your home - this includes damp, mould and condensation.  

This usually includes fixtures, fittings  and appliances. We’ll take care of communal areas and any services covered by your service charge.   

If you think damage to your home is caused by a neighbouring property, please contact us so we can  investigate.  Even though the repair might be your responsibility, if you spot damp, mould or condensation, we’re here to help you put it right:

  1. We will send a surveyor to your home or block
  2. We check how urgent it is- If  it’s  an emergency,  we’ll complete the work within 24 hours
  3. We arrange a survey - Within 10 working days,  we’ll send someone to check your home and look for any health risks
  4. We send you a summary - You’ll get a written summary of what we found within 3 working days of the survey
  5. We look at who lives in your home - We’ll check if anyone is vulnerable - like children, older people or anyone with health conditions. We may speak to medical professionals to help us understand your needs
  6. We keep you updated - If you’re vulnerable, we’ll give you extra updates and make sure your repairs are tracked closely
  7. We offer temporary accommodation if needed - If your home isn’t safe to stay in, we’ll follow our Temporary Accommodation Policy to help you. 
  8. If the damp,  mould  or condensation is in your home, we can provide a mould  wash - but this will be rechargeable to you
  9. If the damp, mould or condensation is in a communal area, we will resolve the issue.  

What is a damp and mould emergency or significant hazard?

A damp and mould emergency :
This means that the damp and mould present in the home that could harm someone’s health or wellbeing straight away. We look at how serious the risk is and if anyone in the home has health problems or other needs that make them more at risk.
A significant damp and mould hazard:
This means that damp and mould is serious health and safety risk in the home, but it does not need emergency action. It still needs to be fixed quickly to keep everyone safe.

What can I do while I wait for repairs?

Here are some simple steps to help reduce damp and mould:
  • Wipe down wet surfaces like windows and walls
  • Open windows for fresh air, especially after cooking or showering
  • Use extractor fans in kitchens and bathrooms if you have them
  • Keep furniture away from walls to let air move around
  • Keep your home warm – a steady temperature helps stop condensation

What if I need to move out in order for you to solve the problem?

Sometimes we may need to move you into suitable temporary accommodation while we carry out work in your home. We’ll make sure this suits your needs and takes into account any household vulnerabilities, like health problems or other things that might make the move harder.
If this happens, we’ll work with you to find the right place to stay. You’ll have a named contact you can call for updates. We’ll always be clear about how long the work will take and when you can move back home.