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Scenario 1

If we believe there is damp and mould that could be harmful to your health, the first step is to clear and clean the area affected.

We arranged this appointment with you today and you will receive a text message confirming the date and time it will take place.

We know the appointment is short-notice but under Awaab’s Law we must visit within 24 hours to remove the mould. If you told us you’re not available in the next 24 hours, we have logged this and arranged the appointment for the first date you are available.

If anything has changed since we spoke and you can no longer make the date or time we have arranged, please let us know as soon as possible so we can rearrange:

  • Live chat with us using the tab to the right.
  • Call us on 0300 561 1111.

We will also arrange for one of our inspectors to visit your home and complete an inspection. This will help us to find out what is causing the problem and from there we can book in the necessary repair works to fix it.

You will receive a phone call from our Building Safety Co-ordinator shortly to arrange this inspection.  We’ll send a text message confirming the date and time. Again, if you need to rearrange please contact us so we can sort this out.

Once the inspection has been completed, we’ll send you a copy of the inspection report within 3 working days. This will outline what we’ve looked at and what our findings are.

We’ll then work with you to book in any repairs needed.

We will take steps to begin work within 5 working days of the inspection. We will work as quickly as we can and must ensure all works are completed within 12 weeks of the inspection.

We’ll contact you 6 weeks after the repairs are completed and again another 6 weeks later to ensure that the problem remains resolved and the damp and mould hasn’t returned.

If it does come back, please report this to us straight away.

Scenario 2

If the answers you give suggest that repairs are needed but there isn’t an immediate risk to your health or safety, we will visit within 28 days to either complete a repair or carry out an inspection to find out what is causing the problem and how to fix it. You’ll get confirmation of this appointment by text message.

If more repairs are needed, these will be organised with you. Routine jobs should be done within 28 working days and non-routine within 60 working days, as outlined in our repairs policy.

If you need to rearrange any of these appointments, please let us know as soon as possible. You can:

  • Live chat with us using the tab to the right.
  • Call us on 0300 561 1111.

We’ll contact you 3 months after the repairs are completed to check that the problem remains fixed and the damp and mould hasn’t returned.

If it does come back, please report this to us straight away.

If you have any further questions or concerns about what’s happening with your damp and mould case, please contact us and we can talk it through.

For more information about damp, mould and condensation