Help & Support

Condensation:

• Condensation occurs when warm air meets a cold surface, like a window or an outside wall.
• It’s normally caused by the everyday things being done in our homes which cause moisture in the air and is usually found above windows, on the ceiling, on outside walls of a home or in places with little airflow (such as behind furniture).
• It mainly happens when windows aren’t open often enough to let the warm moist air (from cooking or taking a bath for example) out, a home isn’t heated properly or when the extractor fan is missing or not working.
• The good news is there are various steps that can help prevent mould and condensation in your home.

Rising and penetrating damp:
Some problems with mould are due to underlying damp issues:

• Rising damp is caused by ground water moving up through a wall or floor.

• Penetrating damp is caused by water leaking into your home from the outside walls. It can be caused by internal leaks or blocked gutters. This type of damp may expand across walls or a ceiling horizontally.

If you have either of these types of damp, prevention techniques are unlikely to stop the problem and we’ll need to arrange for some repairs.

• Please get in touch with us, our live chat service is best as you'll be able to attach photos and documents as well.
• To help us to get the best understanding of your issue, please provide us with a detailed overview of the situation, along with any images you can share and we’ll arrange for a member of our specialist Damp and Mould team to call you to discuss further
• If you're a leaseholder or shared owner within a structure that we are responsible for (a flat within a block of flats), we will deal with any root cause repairs that we're responsible for. If the root cause of the issue isn’t obvious we would expect the leaseholder or shared owner to have their own survey done to establish the root cause. If the root cause is our responsibility we may refund the cost of the survey.

We want to ensure damp and mould in your home is treated as soon as possible. When you contact us we’ll talk it through together and decide whether the next step is for one of our team to visit to assess and help resolve the issue.

The first thing we’ll do is to find out the type of mould it is and what might be causing it. We’ll then:

• Raise any repairs that we think may be the cause
• Provide you with a humidity sensor to track temperature and humidity levels 
• Ask you to monitor this for six weeks, during which we’ll contact you regularly to see how things are going
• Send out a damp and mould specialist to carry out a full survey of your home, if things aren’t getting better after six weeks
• Arrange for any problems to be fixed if we think they’re caused by the building
• Advise if we think there’s some things you can do to help
• Give you a call every six weeks to check how things are going until you're happy the problem is resolved