Updating our approach to dealing with condensation, damp and mould

We understand condensation, damp and mould can be a concern within homes, particularly at this time of year. In consideration of this, we have recently adapted our approach to responding to your concerns about condensation, damp and mould in your homes. We have done this to ensure that we are able to respond as quickly and efficiently as possible to keep you safe.

As part of this we have partnered with a new organisation, Ecosafe, to help us respond more quickly and efficiently to remove mould from homes. 

If you need to contact us about condensation, damp and mould we will:

• Work with you to diagnose the area of mould that is present in your home.
• Our partner, Ecosafe will then contact you within two working days to arrange an appointment to visit your home.

When Ecosafe attend your home, they will:

• Clean off any areas of mould with specialist cleaning materials
• Undertake a property survey to identify any repairs that may be required to stop mould recurring
• Leave you with helpful information and a Hygrometer along with instructions on how to use it (a hygrometer is a small device that lives in your home which measures the levels of humidity in the air)
• Report the findings of their visit back to us for one of our technical surveying team to review
• We will then contact you to arrange appointments for any repair work where applicable.

All Ecosafe staff will carry full face identification cards. If you have any doubts about the person(s) calling at your home, please ask them to wait and then contact either Ecosafe on 0333 939 0161 or our contact centre on 0333 400 8222 who can confirm their identity.

There are several things you can do to help minimise and prevent condensation, damp and mould problems in your home. You can find a whole host of advice in our leaflet and by watching our top tips video.