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How we deal with damp and mould

14 December 2022

We’ve always tried to be as responsive as possible to reports of damp or mould in the homes we manage. Since the Housing Ombudsman published its spotlight report in October 2021, we’ve been making various improvements to our approach.

What you should do if you have damp or mould in your home

You should first of all read our guide to tackling damp, mould and condensation and try the tips for reducing moisture in your home. If you’ve followed our guidance and there’s no improvement, or if you suspect the damp and mould could be caused by water penetration, please report it to us as soon as possible.

The easiest way to do this is by reporting a repair on My Network Homes. If you don’t have an account yet you can also:

What we’ll do about it

When you report a damp and mould issue, we’ll arrange for your home to be inspected at a convenient time for you. We’ll inspect the affected areas, ask you some questions and take some photos to record our observations.

Our specialist in-house team will then review the results of the inspection and determine the best next steps. This will also allow us to prioritise the most serious cases and deal with them quickly. Depending on the scale of the issue we may carry out a more in-depth survey of your home, or we may book in a contractor to carry out some work to improve the situation.

We will always be clear with you about the steps we are taking. We'll get in touch to let you know the next steps within two weeks of inspecting the affected areas. If you have not received an update after two weeks, please contact us using any of the options listed above.

To find out more information on the causes of damp, mould and condensation, how to tackle it and how we manage these issues, visit the damp and mould page under the advice section on our website.

More on condensation, damp and mould

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