Damp and mould

Safe, healthy and sustainable homes and communities are the foundations for opportunities and happy, fulfilled lives.

Christine Ashton, Executive Director – Housing

leaflet front cover with text large

Our approach and support

Our aim is to provide and maintain healthy, safe and warm homes for all our residents.

We aim to manage reports of damp and mould proactively, by carrying out reactive repairs, planned works or in some cases, by providing advice and information on measures that can be taken to help manage and prevent damp, mould and condensation.

We're committed to continually working to ensure no customer has to experience the ill effects that the presence of damp and mould can have in their home.

In response to the Housing Ombudsman Service's Spotlight reports on damp and mould, we set up a dedicated rapid response team to investigate all reports of damp and mould within 14 days. This team reports direct to the head of health and safety and a fortnightly strategic group led by the Chief Executive. It also proactively contacts customers whose homes might be at risk of damp or condensation.

Currently, we're carrying out a stock condition survey programme which, once completed, we will have surveyed 8,500 properties. This will help us plan our future improvement programmes and make sure our homes meet the Decent Homes Standard.

How to report damp and mould

If you are a resident, please report damp and mould to us:

Online: myhomeonline

Email: dampandmould@emh.co.uk

Call: 0300 123 6000

How we will respond

When you report damp and mould to us, we will ask you questions to understand your situation and to identify possible issues that
might be causing the problem.

We have a dedicated team of operatives that aims to arrange an appointment with you within 48 hours of your report. We aim to visit within 14 days of you first reporting the issue to us. If our operatives feel a specialist contractor is required to carry out bespoke works or a survey, this will be arranged with you.

Depending on the outcome of the initial visit(s), we will either share advice on treating the problem or we’ll schedule follow up appointments to resolve the issue.

For more information and advice including how to spot and stop the causes of damp and mould - read our leaflet. You can also access this and the Healthy Homes leaflet in an easy read format and different languages below.

Please see the video for different types of damp and mould with advice and information below.

Damp and mould policy

emh aims to provide high-quality homes that contribute to sustainable neighbourhoods and communities. To achieve this, we aim to manage reports of damp and mould, or contributing factors (such as condensation) in a proactive way. This may be through the completion of reactive repairs, planned works or in some cases by providing advice and information to customers on measures they can take to help manage damp and mould through changes to the way they use their home.

For further details you can download our policy below.