To keep residents safe and comfortable in their homes, we're updating our response to damp and mould issues in preparation for Awaab's Law. This is a temporary change to our current policy and we'll make further updates once we receive specific government guidelines.
How to report damp and mould
- Reporting options: If you need to report a damp or mould problem, you can do so using your preferred method. You can raise it on MyAccount, talk to your local officer, or call our dedicated damp and mould telephone line on 020 8451 8001 (available Mon-Fri, 9am-5pm).
- Initial assessment: When you report an issue, our local officer, customer service agent, or triage team will ask you some questions to understand the problem better. They might ask about you and your household, how long you've been affected and if this is the first time you're experiencing it. They'll also want to know what you can see, feel, or smell and might ask you to check other areas, like outside your home.
- Providing evidence: Taking photos before you report the issue is very helpful. Try to take wide shots that show the full area and what's around it as well as close-ups focusing on the problem. If you are not using MyAccount, we'll explain other ways to share your photos.
- Next steps: After gathering this information, they'll explain the next steps. This could include sending a contractor to remove the mould and assess the issue or arranging further repairs or a surveyor to inspect your home. We'll make sure to address all health and safety concerns promptly and any further repairs will be booked within our usual timescales.
Our commitment
We have a team of colleagues and partners who are working together to improve our response to damp and mould. They are also considering how we can use the information we know about our homes to help reduce the risks for the future.
For practical advice on managing and preventing damp and mould in your home visit our help and advice page.
What can you do to help prevent mould growth in your home?
Opening windows to allow for ventilation is important.
Keeping your heating between 18 and 21 degrees will help reduce humidity.
Wipe off condensation on your windows to reduce humidity and moisture.
Clean areas affected with a vinegar or bleach solution.
How can you help us?
Quick action is important, so report damp and mould issues in your home as soon as possible so we can act to make sure it is safe.
On MyAccount, you can log a damp and mould inspection visit. By adding photos you can help your local officer understand your issue. Please take photos before cleaning any mould so we can best assess the problem.
Your local officer will visit you within 10 days and discuss what actions will be taken to resolve the issue. All the information will be provided to you directly as well as in MyAccount.
Using MyAccount will help us to monitor cases of damp and mould and develop further strategies for dealing with repeated or persistent cases.
A warm home can reduce condensation
If you have concerns about the heating in your home you can find help and advice on our cost of living support page.
