Curo News

What happens during a damp and mould survey?

Mon, 13 Jan 2025 15:50:39 Z

When you get in touch to let us know that there’s a problem with damp, mould or condensation in your home you’ll be asked some questions by a member of our customer contact team, and they’ll ask you to send in some photos, if possible.

All the information you provide will be handed to our specialist damp and mould team, who will use it to help work out some possible causes of the problem, and how serious it is.

In the most serious cases a survey is completed and work started within seven days. Cases that are believed to be less serious will usually get a visit from a surveyor within 10 days (although this may vary depending on the impact that the issue is having), with work starting no more than a week after that. You’ll always be notified of the date for your surveyor appointment in advance.

Before a surveyor visits they will have read all the details from your report, and looked at the photographs.

On the day of your survey, please don’t do anything different to usual, like opening windows or putting the heating on if it’s not something you’d normally do at that time.

When the surveyor arrives they’ll ask to see the affected areas and they’ll take accurate temperature and humidity readings in the room.

If there’s an extractor fan they’ll measure how effectively it’s working to see if it needs servicing or replacing.

They will look at where the radiators are in the room to see if they are in the best position.

The surveyor may also ask to look in other rooms of the house to carry out the same checks. They won’t go into any rooms without your permission.

When they’ve finished inside they’ll go outside your home to look at the walls and roof, and see if there are any indications that the problem might be coming from outside, such as leaking guttering.

Before the surveyor leaves, they’ll talk to you about what they’ve found and about any work that they think needs to be done. This could include carrying out a mould wash, moving a radiator, installing new extractor fans, or even improving the insulation.

They’ll also offer advice on things you might be able to do to help, such as moving furniture away from walls, opening trickle vents in the windows, and using your heating more efficiently. They’ll give you a hygrometer (a device to measure humidity), and show you how to use it.

The appointment will usually take between 30 minutes and 2 hours. You’ll receive a copy of the survey within two working days, which will include all the surveyor’s recommendations. A Curo colleague will then be in touch with appointment dates for any agreed work.

Dealing with damp and mould – our commitment to you

Mon, 13 Jan 2025 15:23:23 Z

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.

Damp, mould and condensation – what’s the difference?

Mon, 13 Jan 2025 15:07:15 Z

Damp

What causes damp?

Damp is usually caused by some sort of structural issue with the building. For example, a leaking roof, leaking internal waste or supply pipework, failed damp course.

The first sign of this will probably be blistering of plasterwork at skirting board level, bowing plasterwork or visible staining or water runs. If you see this in your home, please get in touch. If you are able to take pictures of the affected areas and send them to us then that is also helpful.

What can be done about it?

One of our specialist surveyors will visit your home and carry out a detailed inspection to diagnose the issue and establish what is causing the damp. They will then book in any work that needs doing to complete the repair.

Condensation

What causes condensation?

Condensation happens when warm, moist air meets cold surfaces. That’s why it’s more common in cold houses and in the winter. It’s also the most common cause of mould in homes.

Warm air can be produced from everyday activities such as cooking, showering, drying clothes – and even breathing! In fact, the average family produces around 20 pints of moisture a day from breathing.

Condensation can be a particular problem in old houses. This is because they are often harder to keep warm, but also simply because they were not built to accommodate modern ways of living.

It wasn’t until the 1960s that things like showers and tumble dryers started to become common fixtures in homes, and whilst adding energy saving solutions such as double glazing, cavity wall insulation, blocking up draughty old fireplaces might have helped to reduce heating bills, a lack of ventilation can make condensation worse as there’s less opportunity for the building to “breathe”.

If you have condensation then you might notice wet walls, peeling wallpaper, mildew, a musty smell on clothes or furniture, or spots of black mould.

Can it be prevented?

The best way to stop condensation forming is to keep your home warm, and manage humidity levels by ensuring it is well ventilated.

Using the heating on a programmer/timer is more efficient than turning the heating on for an hour and then switching it off

It’s recommended not to let the temperature drop below 16°C, and ideally keep it at around 21°C. Keeping the heating on at a low level is more energy efficient than letting rooms get very cold and then warming them up.

A good example to illustrate this is to think about boiling a kettle for a cup of tea. You switch the kettle on, and it takes a few minutes, and a lot of energy to get the water from cold to boiling point. If you turn the kettle back on after 15 minutes because the water is still warm it only takes a few seconds to get back to boiling point. The same principle applies to central heating.

If there are trickle vents in your windows, keep them open, and make sure extractor fans are always switched on. Many modern fans Curo install are controlled by a humidistat, which works by providing a constant trickle to provide ventilation throughout the day and night. When the humidistat senses an increase in humidity (maybe through cooking or showering, for instance) it will then automatically boost to a higher level until the humidity is at an acceptable level again.

Drying clothes on radiators can also make condensation worse, and although it’s difficult to dry clothes effectively in some properties, such as flats, it’s better to use a cheap drying rack in a cooler room, such as the bathroom where you can open a window and use an extractor fan.

There are lots of tips about how to help prevent condensation on this page of our website.

What can be done about it?

If you notice minor wet patches on the wall, then wipe them down as soon as possible, and if you’re worried about it then please report it to us and we can arrange for a visit to check and diagnose the cause of the problem. We can then either arrange for remedial works if necessary, or provide you with advice about how you can manage the problem effectively.

If you see signs of mould, particularly around door and window frames, then wipe them down and treat it with an anti-mould product. There are many brands easily available from supermarkets, DIY shops, and online which are safe and easy to use at home.

If there is a lot of mould, please get in touch and our damp and mould team can help remove it. It’s important to remember though that it will keep coming back if you don’t keep your home warm and ventilated.

We may be able to look at your extractor fans to make sure they are operating correctly or upgrade the fans if necessary to help with ventilating your home more effectively.

You can also use a hygrometer to help monitor the humidity in your home. A hygrometer can help you keep track of when the humidity is reaching levels that could cause condensation so you can act – such as putting on the heating or opening a window – to try to prevent it. Curo can give you a free hygrometer, pop into the reception at The Maltings and you can pick one up, or alternatively we can send one to you through the post.

If you are having trouble paying your heating bills, then please get in touch and we will try to support you.

Mould

What causes mould?

Mould spores are always present in the atmosphere, and will grow wherever there is moisture, food and the right temperature for it to flourish. As we live in a humid country, it’s very common – especially in bathrooms, kitchens and around windows.

Condensation or leaking pipework is the primary cause of mould. Mould does not generally grow where there is either rising damp or penetrating damp as the moisture in these cases is likely to contain slats or sulphates that are poisonous to mould.

What can be done about it?

If your mould is being caused by damp, then investigating the matter and treating the cause of the problem is key, and treating the mould using specialist products should get rid of it.

If it’s being caused by condensation, then keeping your home warm and well ventilated is the only way to keep it at bay.

While in small amounts mould is not normally problematic it’s important to try to clean it regularly to stop it building up.

If you have large areas of mould that need treating, then please let us know and our damp and mould team may be able to help.

You can find more information about condensation, damp and mould on this page.

If you have damp and mould in your home then you can report it online.

Introducing our Damp and Mould team

Mon, 13 Jan 2025 14:02:17 Z

We know that damp and mould is a problem across the sector in homes all over the country, and our customers’ homes are no different. At Curo, we’re committed to tackling the issue so that everyone can feel proud about the quality of their home.

That’s why we’ve created a new team, entirely focused on dealing with damp, mould and condensation.

The ten-strong team includes a specialist surveyor, plumbers, and skilled tradespeople, as well as an operational manager, team leader and office support. Colleagues visiting customers’ homes have been equipped with hi-tech equipment such as thermal imaging cameras, to help them get to the root of the problem, and solve it, more quickly.

Curo's Damp and Mould Team

The team can do all kinds of work, from mould washes to remove and kill spores from walls, to moving radiators, installing extractor fans, laying insulation and carrying out major roof repairs.

Since the team was formed at the start of September, they have dealt with over more than 250 cases in our customers’ homes, all within the timescales set by the government, published under Awabb’s Law.

Any damp, mould or condensation problems that are reported are now referred straight to this specialist team. In the most serious cases a survey is completed and work started within seven days. Cases that are believed to be less serious will get a visit from a surveyor within 14 days, with work starting no more than a week after that.

Once work is complete, a member of the team will then contact the customer four weeks later to check that there’s no signs of the mould coming back. If it seems that the problem hasn’t been resolved then they’ll try another course of action.

Director of Property Maintenance and Building Safety, Luke McCreery, said:

“We’re very pleased to have been able to create this new team, dedicated to tackling an issue which we know can be distressing to our customers.

“The new team will take full ownership of each case, seeing it through from start to finish ensuring with find the root cause of the issue”

“We hope that customers reporting damp and mould problems will now see the issue being dealt with quickly and efficiently.”

If you need to report an issue with condensation and mould in your home, please call 01225 366600, or report it using MyCuro.

Keeping warm and well in your home - Take our survey

Wed, 02 Feb 2022 14:48:59 Z

This survey is about your home, how you live in it and how you keep it warm and dry.

TAKE THE SURVEY

We really want to improve how we deal with reports of damp and mould and your answers will help us with this.

We know that the cost of gas and electricity is a worry for lots of people at the moment, and we want to learn more about this and how it could impact you. Cooler homes are more likely to suffer from condensation and mould, and there are some questions about this too.

If you complete this short survey by Wednesday 16 February 2022, we’ll enter you into a prize draw to win a £200 Love2shop voucher or one of two £50 Love2shop vouchers.

Thank you very much for taking part and helping to shape our service improvements.

For advice on how to prevent condensation forming in your home, watch our video.

Curo News

What happens during a damp and mould survey?

Dealing with damp and mould – our commitment to you

Damp, mould and condensation – what’s the difference?

Damp

What causes damp?

What can be done about it?

Condensation

What causes condensation?

Can it be prevented?

What can be done about it?

Mould

What causes mould?

What can be done about it?

Introducing our Damp and Mould team

Keeping warm and well in your home - Take our survey

This survey is about your home, how you live in it and how you keep it warm and dry.

Competition Terms and Conditions can be read here.