Tackling Damp, Mould and Condensation Policy
Policy Owner: Chief Property Officer
Accountable Lead: Director of Property Maintenance and Building Safety
Policy Level - Operational
Policy Reference - PS/D & M01/2025
Link to Strategy - Quality Homes
Version Control:
V1 18/01/2024
V2 changes following review by SIP
V3 changes following review by Exec.
V4 final following approval by board.
V5 Additional agreed paragraph and change of roles
Effective from: 10/02/2025 to 10/02/2027
Approved by - Executive Director of Property Services (operational)
Consultation - Customer Working Group & Survey
Equality analysis - Completed in August 2022, reviewed as part of this policy update
Next review date - 10/02/2027
1. Policy Statement and Aims
This policy sets out how we will manage these issues when they occur in our homes and supports our Quality Homes deliverable.We recognise that damp, mould and condensation, can cause health issues, the causes of this are multi-faceted and include a lack of appropriate heating, ventilation and insulation, overcrowding, building fabric failures and fuel poverty.This policy ensures that Curo customers who experience damp, mould and condensation within their properties receive a service that is effective, consistent, timely, and takes account of their individual needs.
In addition to this, key objectives of this Policy are to comply with our obligations in our tenancy agreements, the recommendations of the Housing Ombudsman’s 2021 Report “It’s not Lifestyle” and the relevant regulation and legislation, which includes;
- Landlord and Tenant Act 1985, Section 11 – Repairs and Maintenance
- Environmental Protection Act (EPA) (1990)
- Housing Act 2004 - Housing Health and Safety Rating System (HHSRS) for rented homes.
- Defective Premises Act (DPA) (1972)
- Proposed Timescales in Awaab’s Law
- Social Housing Act 2023 - Consumer Standards
2. Scope, roles and responsibilities
The Board and Executive, through the Policy Owner, The Executive Director for Property Services, ensure that the policy delivers Curo’s strategic objectives and reflects corporate values.
The Accountable Leads, The Director of Curo Property Maintenance and Building Safety and the Director of Asset Management and Procurement, is accountable to the Executive for the effective implementation of the policy in Curo, so that the principles are achieved through appropriate team plans and objectives, and procedures – with appropriate RACIs – translate the policy objectives into practice.
The policy applies to all Curo-owned homes. Our responsibilities to Leaseholders will vary and are determined by the lease. Colleagues within Property Maintenance, and support colleagues in the POD, are responsible for the day-to-day delivery of the policy and associated procedures to ensure the policy aims are achieved.This Policy has been set out to cover reports of damp, condensation and mould received from customers, other relevant stakeholders, such as the Local Authority, or is observed by colleagues as part of their daily duties.
3. Principles
We commit to;
• Provide and maintain a safe, healthy, affordable, and warm homes free from damp, mould or condensation for our customers.
• Treat reports of damp, mould and condensation seriously and act promptly to prevent health issues from occurring or getting worse.
• Not assume that condensation and mould is always caused by “lifestyle” and not blame customers but educate and advise if appropriate.
• Make sure the fabric of our homes are protected from deterioration and damage resulting from, or contributing to, damp and mould.
• Know our stock and develop knowledge of the archetype of properties and common fabric failures. We will use data to understand the extent and likelihood of damp and mould within our homes, which in turn will inform our investment strategies and plans.
• Use remote monitoring technology in appropriate cases to understand how a home is performing to aid in the diagnosis of a problem or to ensure that remedial works have been successful.
• Ensure that our surveyors have specific training on resolving damp, mould, and condensation, have the diagnostic tools to identify the cause of the problem and are able arrange repairs to remedy this.
• Undertake responsive repairs to alleviate the problem as quickly and efficiently as possible to minimise damage to the fabric, fixtures, and fittings of the property to maintain the health and safety of customers.
• Ensure that components installed as part of the Property Maintenance Service are appropriate to resolve the underlying issue, cost effective and meet sustainability and affordability criteria.
• Ensure that all front-line colleagues have a basic understanding of damp, mould and condensation in customers’ homes and can give general advice, reporting problems as they see them.
• Effectively triage reports from customers, ensuring that the extent of their damp and mould issue together with their household vulnerabilities are understood to ensure effective prioritisation when giving advice, prioritising surveys, and scheduling repairs to reflect the health and safety risks identified.
• Have a case-management approach, set out in procedures that will ensure customers are treated in a timely, effective and consistent manner that reflects household health risks and our corporate values of care, respect, openness, fairness and trust.
• Recognise that having mould issues in a home can be distressing for our customers and ensure we are caring and supportive in our approach to prevent mental health problems.
• Provide information for customers through communication and information on how to combat condensation. We will create this in partnership with customers.
• Colleagues are encouraged to assess each situation thoughtfully and make adjustments where appropriate, considering factors such as accessibility, medical or specific requirements. These adjustments should be made in a way that meets statutory and regulatory requirements, maintains a high standard of service, and supports customers in a fair and respectful manner.
4. Application
For each reported instance of damp, mould and condensation our approach is to ensure that a case is opened and managed until the problem is resolved. There will be regular contact with the customers affected to keep them informed of progress and ensure their wellbeing.
Our activities include triage, inspection, diagnosis, specialist cleaning, repairs and improvements, but may also include guidance, advice or support for customers who need this. The detailed process is set out in associated workflows.
Curo aims to meet Awaab’s Law milestones and set target dates for managing properties with damp, mould and condensation, diagnosing the cause, updating customers, and starting work on time.
All works are intended to be completed by the Damp and Mould Taskforce In-house team, unless a specialist contractor is required to deliver the works.
If the works required are extensive, we may arrange for the customer to move out for a temporary period. When arranging alternative accommodation, we will take account of the customers’ needs to ensure that any temporary accommodation is suitable and accessible, in accordance with our Emergency Housing Temporary Accommodation and Home Loss Policy. All decant decisions will be made by either the Director of Maintenance and Building Safety or Director of Asset Management and Procurement.
Proactive work
We undertake stock condition surveys at least every five years. Any repairs required are reported for action. Data from stock condition surveys is used to inform Curo’s investment plans and priorities. Damp and mould issues identified through the stock inspection visit are reported through to our repairs and surveyor teams.
The Curo design brief is used to set the standards for our new-build homes. We will ensure that the specification for moisture extraction is robust enough to manage these conditions in a busy, fully occupied home, and these may exceed Part F of the building regulations where necessary.
We will also limit the use of external render finishes wherever possible on new build homes, though it should be noted that planning requirements will vary depending on the locality of the property.
When a home becomes available for letting, we will check the repairs history when planning void works and ensure that issues relating to Damp and mould have been properly addressed. This will include checking that any air and moisture extraction components are operating in accordance with Part F specifications.
We recognise that fuel poverty can play a significant role in cases of condensation and excess cold. We have a money advice pathway that is managed by our Customer Accounts team. Any customer who needs it can be referred for support to help with the running costs of their home. In addition, any customer with a capped gas supply can be referred for help to clear standing charge debt if they would like to get their supply re-instated.
When things go wrong
We have developed a robust set of service standards in collaboration with our customers. If any customer has a complaint relating to our management of damp, mould and condensation, this will be managed in accordance with our Complaints Policy and Procedure, which complies with the independent Housing Ombudsman’s Complaint Handling Code.
Where a customer is considering a disrepair claim, we will encourage them to enter into our Alternate Dispute Resolution (ADR) process as an alternative to litigation. We will provide them with the necessary information to understand this process. If they require support, we will help arrange this via an independent local advice agency.
5. Measurement of Success
Our KPI’s and measures are:
- Number of Damp, Mould and condensation, reported by category
- Number of Damp, Mould and condensation reports resolved by category
- Current WIP by category
- Compliance percentage at each key stage by category
- Customer satisfaction on case closure
6. Equality Impact Assessment
An Equality Impact Assessment was undertaken in consultation with customers in May 2024.