Working with you to tackle damp, mould and condensatioin

We take the issue of damp and mould extremely seriously and investigate every report thoroughly. Awaab’s Law, which came into effect in October 2025, is a key piece of legislation that strengthens our commitments around damp and mould further.

If we become aware of damp and mould in your home, we deal with the issue straight away. Our Asset Management team are also delivering a programme of preventative surveys that identify and address issues with our homes that could lead to damp, mould and condensation. During 2026/27, we’re aiming to complete 6,000 stock condition surveys as part of this pro-active approach.

Here are some examples of how we’ve worked with customers to tackle damp, mould and condensation in their homes.

Lancelot Court – Orpington, Kent

We became aware of an issue in a home at Lancelot Court following a routine stock condition survey.

It was reported as an emergency hazard, so we immediately investigated and found that the bedroom wall was covered in mould.

One member of the family had a serious vulnerability that we needed to consider. So, we worked closely with the family to provide alternative accommodation whilst we carried out a full inspection and planned the necessary works to remove the mould.

The team pulled out all the stops to ensure that the issue with the mould was resolved, ensuring that the family was back in their home as quickly as possible.

Jowett House - Stockwell

Problems with damp and mould were reported in a home in Stockwell following a routine stock condition survey. Damp and mould was found across the home including in the kitchen, bathroom, bedroom and hall. Once reported, a Hyde surveyor quickly visited the home and confirmed that the main cause of the damp and mould was due to a leaking roof. This was made worse by poor ventilation, limited heating use, and a faulty kitchen extractor fan. 

Our teams quickly got to work. The mould was removed using a three-step process of cleaning, treating and then repainting over a period of six days.

Work to improve ventilation, repair the bathroom radiator, replace glazing to the hallway door and seal windows were completed by our Property Services team.

The customer was very happy with the result and was able to stay in their home throughout the work.

When to contact us

Please let us know about any 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.

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, including what you can do to reduce the chances of damp and mould appearing.