If you think you may have a problem with damp and mould let us know. The quickest and best way to report it is through Connect, our customer portal. Alternatively, you can use our live chat or call us on 03000 120 120. If you can provide images of the affected areas, this will help our team assess the problem.

We'll send one of our team out to your home. They'll listen to you and review the problem before deciding on the best next steps to get the problem sorted.  

What is damp and mould?

There are four main causes of damp and mould. If you think you have a problem with any of these and they're causing damp and mould, contact us.
1. Penetrating damp

Penetrating damp is when water from outside seeps through the walls. This can be caused by faulty roofing or guttering.

2. Leaky plumbing

Leaks from the toilets, showers, sinks or pipes, can get into walls and ceilings. They usually create a distinct damp patch, and will be there whatever the weather, usually after the faulty item is used.

3. Rising damp

This shows as a ‘tide mark’, or horizontal line on a ground floor wall. This is often a sign that groundwater is getting in.

4. Condensation

There’s always moisture in the air, even if we can’t see it. Most moisture in your home is created by everyday activities like washing, cooking and bathing. If moist air touches a cold surface, like a window or wall, condensation will form and mould spots may grow.

Our comittments to tackling damp and mould

Tips for dealing with condensation and mould

If you think condensation may be causing damp in your home, we’re here to help. There are things you might be able to do too, in order to reduce condensation.

  • When cooking, keep lids on pans and the kitchen door closed. If you have one, use an extractor fan or consider opening the window.
  • When taking a bath or shower, open a window or use an extractor fan, and close the bathroom door. Keep the door closed afterwards to stop moist air spreading.
  • When running a bath, put cold water in first then add hot – it reduces steam by 90%.
  • Dry clothing outdoors where possible. If you can’t do that, use a room with the window open and door closed – and don’t put clothes on radiators to dry.
  • If you use a tumble dryer with a ventilation pipe, make sure it leads outside.
  • Avoid using portable gas or paraffin heaters as these produce a lot of moisture.
  • If you see condensation forming – simply wipe it away with a clean dry cloth and consider increasing ventilation. 
  • Keep vents and window trickle vents open and clear.
  • Open windows for five minutes at a time, a couple of times a day. If you can, open them on opposite sides of your home to let the most air circulate.
  • Avoid putting too many things in cupboards, as this limits air circulating.
  • Leave about two inches of space between furniture and external walls, so air can circulate.
  • Don’t leave clothing or bedding in the corners of rooms.
  • Keeping your home warm will reduce the impact of condensation but, if you're struggling with the cost of your heating bills, please visit our energy efficiency web page for advice and support.
  • Don’t try to warm an unheated room by leaving the door open to a heated room – the warm air will enter the cold room and condense on cool surfaces.

If you’re experiencing damp and mould please contact us. If you would like to treat the mould problem yourself, these are our tips.

  • Spray affected areas with a mould remover (remember to wear gloves and any other protective equipment as well as following the manufacturer’s guidance).
  • Paint the area with a mould killing paint. Remember, this paint is not effective if overpainted or if wallpaper is placed on top.
  • Keep the area dry by regularly checking and wiping away any condensation.
Reduce moisture in the air
  • When cooking, keep lids on pans and the kitchen door closed. If you have one, use an extractor fan or consider opening the window.
  • When taking a bath or shower, open a window or use an extractor fan, and close the bathroom door. Keep the door closed afterwards to stop moist air spreading.
  • When running a bath, put cold water in first then add hot – it reduces steam by 90%.
  • Dry clothing outdoors where possible. If you can’t do that, use a room with the window open and door closed – and don’t put clothes on radiators to dry.
  • If you use a tumble dryer with a ventilation pipe, make sure it leads outside.
  • Avoid using portable gas or paraffin heaters as these produce a lot of moisture.
  • If you see condensation forming – simply wipe it away with a clean dry cloth and consider increasing ventilation. 
Increase air flow
  • Keep vents and window trickle vents open and clear.
  • Open windows for five minutes at a time, a couple of times a day. If you can, open them on opposite sides of your home to let the most air circulate.
  • Avoid putting too many things in cupboards, as this limits air circulating.
  • Leave about two inches of space between furniture and external walls, so air can circulate.
  • Don’t leave clothing or bedding in the corners of rooms.
Heat your home efficiently
  • Keeping your home warm will reduce the impact of condensation but, if you're struggling with the cost of your heating bills, please visit our energy efficiency web page for advice and support.
  • Don’t try to warm an unheated room by leaving the door open to a heated room – the warm air will enter the cold room and condense on cool surfaces.
Treat the mould

If you’re experiencing damp and mould please contact us. If you would like to treat the mould problem yourself, these are our tips.

  • Spray affected areas with a mould remover (remember to wear gloves and any other protective equipment as well as following the manufacturer’s guidance).
  • Paint the area with a mould killing paint. Remember, this paint is not effective if overpainted or if wallpaper is placed on top.
  • Keep the area dry by regularly checking and wiping away any condensation.

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