If you need to report an emergency, please call us straight away on 0300 3300 900 (24 hours a day)
Since the introduction of Awaab’s Law on 27 October 2025, our response to emergency repairs (including damp and mould emergencies) has changed. Plus, we’ve got new confirmed timescales for managing non-emergency damp and mould concerns.
An example of an emergency damp and mould hazard
This example comes from Government guidelines which you can find here.
The resident reported issues with damp and mould to the landlord. The problem was widespread and most severe in the only bedroom, particularly from the window area extending behind the bed. The resident also informed the landlord that she was pregnant and experiencing respiratory symptoms.
Based on the initial report noting the residents’s pregnancy and symptoms, the landlord assessed the situation as a potential emergency hazard requiring further investigation to determine the extent and cause. Accordingly, the landlord arranged for a contractor to attend within 24 hours to investigate the emergency hazard and take action to make the property safe. The contractor visited early the following day
In this scenario, a reasonable landlord would likely have classified the issue as an emergency hazard: based on the location of the mould and the resident’s reported circumstance and symptoms, the landlord would judge that there was a risk to the resident’s health if the issue was not made safe in 24 hours. The presence of mould in areas such as bedrooms or living spaces, particularly where those who are most at risk reside, poses a serious and immediate risk to health.
The resident had previously reported issues with damp to the landlord. The damp problem is particularly prevalent in their child’s bedroom, though it is present throughout the home with the resident reporting constant condensation on their walls. On this occasion the resident also informed the landlord that their child’s asthma has been affected.
Based on the initial report, the landlord assessed the situation as a potential emergency hazard requiring further investigation to determine the extent and cause. Accordingly, the landlord arranged for a contractor to attend within 24 hours to investigate the emergency hazard and take action to make the property safe. The contractor visited later that day.
In this scenario, a reasonable landlord would likely have classified the issue as an emergency hazard: based on the location of the mould, and the fact that a child lives in the home and the effect on their asthma, it is clear that the child’s health would be at risk if it was not addressed within 24 hours.
If you’re struggling with damp, mould or condensation in your home, please report this to us as soon as possible, so we can work with you to fix these issues. You can do this by:
- Calling our Repairs team on 0300 3300 900 and choosing options 2 and 4.
- Completing our damp and mould reporting tool below. Please also attach pictures, as this will help us understand the severity of the issues you are having.
Please note, if you have previously reported damp and mould to us, and we are working with you to get the issues resolved, you do not need to complete this form. However, if you need to report a new incident of damp and mould, please complete the form below
How can you try and avoid condensation in your home?
- Leave a small gap between your walls and furniture. This allows air to circulate and move and stops mould from developing.
- Put lids on your cooking pans. This will reduce the amount of moisture in the air.
- Where possible, avoid drying clothes indoors. If this isn’t an option, close the door and leave a window open – even just a little – to provide ventilation.
- Keep the bathroom and kitchen ventilated. If there’s no extractor fan, open windows and shut the door to prevent moisture from entering another room. If your extractor fans aren’t working properly, get in touch with us.
- Try and keep your home at a constant temperature.
- Clear condensation from windows, using an old towel or similar.
- Open windows every day, to maintain a healthy airflow.
- Report leaks immediately. If mould suddenly starts growing in a part of a room, it hasn’t before, give us a call.
- For example, there may be a slow leak or another repair we need to fix.
Can you claim for possessions damaged by condensation?
Our insurance policy does not cover condensation damage caused by living conditions. However, if the damage is a result of a structural defect, or our failure to repair and maintain your home, then this may be covered by our insurance.