Damp and mould

Damp, mould and condensation can affect any home — and if left untreated, these conditions can damage your property and seriously impact your health.

We’re committed to helping you keep your home safe, warm and dry.

Our approach

Living with damp and mould can lead to breathing problems, skin irritation, and worsen existing health conditions like asthma. It can also affect mental wellbeing and damage belongings.

Our goal is to ensure that no-one has to endure the negative effects of damp and mould in their home. We're dedicated to resolving any issues as quickly and effectively as possible.

In response to the Housing Ombudsman Service’s research on damp and mould, and the introduction of Awaab's Law, we’ve established a rapid response team to investigate all reports within 10 working days.

We’re fully committed to meeting the legal timeframes for investigating and repairing reported housing hazards such as damp and mould under Awaab’s Law (October 2025). Read the section below for more on this and what it means for you and your home.

What you can do

Ventilate your home:

Open windows for short periods, especially in kitchens and bathrooms
Use extractor fans if fitted
Don’t block air vents — they help your home breath.

Keep your home warm:

Try to maintain a steady temperature between 18–21°C
Use low-level heating rather than letting rooms get cold and then reheating.

Reduce moisture:

Cover pans when cooking and use lids
Dry clothes outside when possible, or use a vented tumble dryer
If drying indoors, open a window and close the door to contain moisture
Wipe down condensation from windows and walls daily.

Check for early signs:

Look behind furniture and in corners for mould
Leave space between furniture and external walls to improve airflow
Clean mould with an HSE-approved product — never dry-brush it.

Awaab’s Law: What it means for you

From 27 October 2025, new legal duties come into force under Awaab’s Law, named in memory of Awaab Ishak. These rules apply to all social landlords and are designed to ensure that damp and mould hazards are dealt with quickly and effectively.

If you report damp or mould in your home, we must:

Investigate within 10 working days of being made aware
Provide a written summary of findings within three working days of inspection
Begin repairs within five working days if there is a health risk
Complete emergency repairs within 24 hours
Offer alternative accommodation if there is an imminent risk of harm and the home can’t be made safe in time.

These timeframes are now part of your tenancy agreement and are legally enforceable.

What we’re doing

We take reports of damp and mould seriously. Our team will:

Respond quickly to reports and investigate the cause
Carry out repairs and follow up to make sure the issue is resolved
Invest in long-term solutions like better insulation and ventilation.

Need help?

If you’ve followed the advice above and are still seeing signs of damp or mould, please report it to us straight away. We’ll work with you to put things right — and we’ll meet the new legal timeframes under Awaab’s Law.

Online: myhomeonline
Email: customerservices@emh.co.uk
Call: 0300 123 6000

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.

Damp and mould leaflet, 823 KB

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.

Damp And Mould Policy Aug 24, 250 KB