What happens after you report damp and mould
This section explains our process for treating mould, finding the cause, and aiming to prevent the problem from coming back.
1. You report the issue
When you call us to report damp or mould, we will ask you a few questions to understand how quickly we need to act.
- We will book an appointment to treat the mould and investigate the cause.
- Timescale: We aim to visit and treat the issue within 10 calendar days.
- Emergency: If you have an emergency (such as a severe leak), we will visit within 24 hours.
2. Mould treatment and investigation
During our visit, we will:
- Treat the mould: We will remove the mould from the affected area to immediately remove the health risk.
- Find the cause: We will inspect your home to identify the underlying problem (for example, a leak or poor ventilation) and give you advice.
3. Written summary and action plan
After our investigation, we will send you a written summary that details everything we found and what happens next.
- Timescale: You will receive the summary within 3 working days of our visit.
- The summary will include the agreed actions, the timescale for any necessary repair work, advice, and contact details.
4. Carry out repairs
We will complete any necessary work aimed at addressing the root cause of the damp and preventing the mould from returning
- Timescale: We aim to complete these works within 28 days where possible.
5. Follow up
We will contact you to ensure the actions were effective.
- Timescale: We will check back with you 3 months after the works are completed.