Written by: Emma Rose, Communications Manager - Property Maintenance
We understand that damp and mould is a concern for many of our customers. We take all reports of damp and mould seriously, and as part of our vision to ensure that by 2034 everyone feels proud about about the quality of their home, we’re committed to tackling any cases that arise.
That’s why we’ve made a promise to our customers about how we’ll deal with damp and mould cases.
This promise includes:
- To treat all reports of damp and mould seriously and as health and safety issues, not property repair requests.
- To open a case for every diagnosed occurrence of damp and mould, and to keep this case open until everyone’s satisfied that the problem is fixed.
- To prioritise cases where there are people living in a home who have health concerns or other vulnerabilities that could be made worse by mould.
- We’ll take a caring and supportive approach, recognising that having mould in a home can be distressing.
- To carry out any repairs needed because of damp and mould as quickly and efficiently as possible to minimise damage.
You can read the full commitment on the Condensation and Mould web page.
Earlier this year we also published our Damp and Mould policy. This policy was created in consultation with customers who were asked to fill out a survey, and take part in working groups.
Building on the promise, this policy sets out in more detail how we will tackle damp and mould cases, and how we can support customers to help make sure any mould does not return. It also explains how we will deal with complaints about damp and mould, and how we will measure how successful we’ve been in dealing with any issues.
If you have damp and mould in your home, you can report it online through MyCuro or call our Customer Contact Team on 01225 366000.