Tackling damp, mould and condensation in your home

At Hyde, we believe everyone deserves a safe, warm and comfortable home. We already take reports of damp, mould and condensation (DMC) very seriously. New legislation Awaab’s Law: Guidance for social landlords, strengthens our commitment further.

Named in memory of two-year-old Awaab Ishak, the new law sets clear legal timeframes for social landlords to respond to and fix serious housing hazards like damp, mould and other urgent repairs.

We’re already following these requirements, and they’re reflected in our policies and procedures – making sure your home is safe and comfortable is our highest priority. Key information in our DMC policy includes:

When to contact us 

Please let us know about the damp and mould issue in your home by reporting a repair.

You should report damp or mould straight away if you notice: 

• Black or green mould patches on walls, ceilings or windows
• Peeling wallpaper or paint
• Musty smells or visible damp patches
• Condensation that doesn’t clear after regular cleaning and ventilation
• Health concerns, especially if anyone in your household has asthma, respiratory conditions, or is very young, elderly, or pregnant.

What we’ll do when you report a problem

• We’ll acknowledge your report straight away and raise a case on our system
• If we can identify the cause (if there’s a leak, for example) over the phone or from the information you give us on the online form, we’ll arrange a repair
• If we need to investigate further, a surveyor will visit your home (this will usually be within five to 14 days) to assess the extent of the issue, identify what remedial works are needed, take photographs and carry out immediate treatment
• They’ll also give you some advice for dealing with the damp and mould, while we carry out remedial works
• The surveyor will also ask you about any other problems in your home and if you need any additional support, so we can come up with an approach that fixes the damp and mould problem and prevents it coming back
• We’ll take action to make your home safe – this might include cleaning, mould treatment, repairs or improvements to ventilation and insulation
• We’ll keep you informed throughout the process, with updates until the problem is resolved
• We’ll visit your home six months after the remedial work is carried out, to make sure the damp and mould problem has been fixed once and for all.

If there’s a serious or immediate health risk, we’ll treat this as an emergency and act within 24 hours.

Our promise to you 

• We’ll treat all reports seriously and investigate promptly
• We’ll communicate clearly about what we’re doing and when
• We’ll prioritise cases where anyone in your home could be at greater health risk
• We’ll learn from every case to keep improving our service.

Extra support

If damp or mould makes your home unsafe to live in while we complete repairs, we’ll discuss temporary accommodation options with you.

If you or a household member is vulnerable (for example, due to health conditions, pregnancy or age), please let us know so we can make any reasonable adjustments or prioritise your case.

Find out more about tackling damp, mould and condensation (DMC), including what you can do to reduce the chances of damp and mould appearing.