Damp and mould

Condensation is the most common cause of damp. It happens when moisture or water vapour generated inside the home cools and condenses on colder surfaces. 

You’ll often see condensation forming on windows, window frames, and in corners of rooms: all of which can lead to black mould. 

Top tips: 

• Wipe down your windows and windowsills every day to remove condensation. 

• Where you can, keep your home warm and at an even temperature: between 18 and 21 degrees. 

• Keep internal doors closed to prevent heat escaping and moisture transferring into other rooms. 

• Open windows and doors slightly and often. Newer UPVC windows will have trickle vents that’ll allow you to ventilate your home more easily. 

• Don’t block airbricks or vents. 

Watch our ‘How to prevent condensation’ video.

Watch our 'Tips to keep your home warm' video.

Rising damp happens when water from the ground moves up through the brickwork. 

It normally affects basements, cellars, and ground floor rooms, usually rising within the wall and leaving a brown stain from salts. Black mould doesn’t usually develop with rising damp because of these salts.

Impacting or penetrating damp can happen whatever the weather, and may come from a neighbour’s home.  

Leaks from pipes, especially in bathrooms and kitchens are often the cause.

A wet area or patch is usually noticeable, but black mould doesn’t usually grow with impacting damp because of the chemicals in the water. 

It can happen when water gets into a home through the external walls or roof, due to problems like missing roof tiles, damaged brickwork, or cracked render. 

It’s usually found on external walls and sometimes on ceilings if there’s roof damage. It’s most noticeable after heavy rainfall or snow, appearing as a wet area. 

Mould is a type of fungus that grows in damp conditions. It looks like a cloud of small black dots and can be harmful to your health, so it’s important to treat it right away. Mould can affect building materials like walls, floors, ceilings, and foundations, as well as fittings and furnishings like carpets, curtains, wallpaper, furniture, and even clothing.

If you're experiencing mould, please phone us on 0800 032 2433.

Leaks can cause significant damage that need an urgent repair. Whether you're a tenant or a homeowner, working with us to reduce the risk of a leak is vital to keeping your home damage-free. 

If you’re a tenant, we’re responsible for maintaining all communal pipes, including those for heating, taps, and waste.  Let us know if you spot any signs of water leaks in yours or a neighbour's home. 

If you’re a homeowner, you’re responsible for the pipes inside your property. You might have to pay for repairs if you cause a leak that damages a shared area or another flat. Please contact our Homeowner Team before making any alterations to your home. 

Top Tips: 

• Regularly check for leaks under baths by using the hatch or carefully removing a side panel.
• Avoid leaving washing machines or dishwashers running when no one is home.
• Check for blockages in waste pipes to sinks, baths, or showers.
• Keep an eye out for damp patches on walls and ceilings, as these can be early signs of a leak.

If your flat has a leak: 

• Identify and stop the source of the leak.
• Turn off the water supply if the leak is affecting your flat to prevent further damage.
• If the leak is serious, let your downstairs neighbours know they might have water damage.

If the leak is coming from a neighbouring flat knock on your neighbour's door and try to identify the source of the problem. Communication is key—you may need to ask for access to their home to identify the source and potentially stop the flow if they can’t do it themselves.

Watch our ‘How to spot, prevent, & treat leaks’ film.

If damp is caused by a leak or penetrating damp: 

• We aim to attend to emergency repairs within four hours and complete them within 24 hours. 

• We aim to complete non-urgent repairs within 28 working days. 

• To put things right, we may also need to carry out follow-up repairs, such as plastering or decorating. 

If damp is caused by condensation or the cause isn’t clear, we’ll arrange for our damp and mould specialist to carry out a survey and treat any visible mould growth. 

We aim to survey and treat mould within ten working days of arranging an appointment. 

If the survey identifies any essential repairs, we’ll carry them out. Repairs might include fixing leaks, repairing extractor fans, replacing damaged window seals, or repairing loft insulation. 

If the survey recommends investment work, such as upgrading extractor fans or fully replacing windows, doors, or insulation, we’ll add this to our planned programme of work.