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Report damp and mould

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Report damp and mould

Mould is a type of fungus that grows in damp places. It’s usually caused by condensation but can also be caused by leaks. Find out how to reduce condensation in your home.

Signs of mould include black, white or green patches on the walls.  

If you have black mould in your home, it can affect your health. This can include:  

  • general symptoms such as a cough, wheezing and shortness of breath 
  • development or worsening of allergic airway diseases such as rhinitis, asthma and other conditions that involve inflammation of the airways  
  • irritation of the eye, potentially leading to allergic conjunctivitis  
  • eczema, and other patches of itchy skin or skin rashes 
  • fungal infections, especially if you have a weakened immune system 
  • an impact on your mental health 

You should see your doctor if you have mould and are suffering from any of these symptoms. 

How to report a damp and mould issue

We prioritise reports where members of your household: 

  • have a respiratory or lung condition such as asthma, COPD or cystic fibrosis 
  • have heart disease 
  • have an allergy that could be made worse by mould 
  • have a weakened immune system due to a health condition or medication 
  • are pregnant or have recently given birth 
  • are aged 16 or under or 65 or over 
  • have a mental health condition 
  • have mobility issues 

Report online

If possible, include photos of the damp and mould issue. 

Report damp and mould

WhatsApp or SMS   

Report a repair or ask a question in your preferred language by messaging 07360 277 909. We: 

  • respond to messages within 2 hours    
  • are available 8am to 6pm  

What happens next 

We’ll review your issue and visit within 24 working hours for high-priority cases and up to 10 days for less urgent cases. 

You’re responsible for redecorating your home after our visit. 

Get ready for our visit  

Make sure that when we visit, the area around the issue is clear of furniture and other belongings.

An adult must be present during our visit and you should keep young children and pets out of the way until we have finished. 

Change or cancel an appointment   

If you need to change or cancel an appointment, let us know at least 48 hours in advance.  

You can change or cancel using WhatsApp, SMS or Live Chat.  

Damp and mould policy

Getting rid of mould is a priority for us. Read our damp and mould policy. 

Feedback and complaints   

We’ll send you a brief satisfaction survey after your repair is completed. Your views are important to us and we welcome your suggestions to improve our service. If you are unhappy with our service, you can also make a complaint.

Repairs performance data

We publish monthly contact data to be open and transparent about our service. We use this information to make decisions and improve your experience across all of our channels. 

Find out more about housing repairs contact data.