Damp, Mould and Condensation Policy

Save as PDF
V1 Original 9-10-2023
Document status (Version/Draft/Final)
Final v.1.
Document reference
Damp, Mould and Condensation Policy
Reason for review
New Policy
Approved by (Board/ELT/Committee)
Approved date
Effective from (Date)
Policy author
Director of Operations
Policy owner
Housing and Repairs Manager
Accountable officer
Director of Operations
Date of next review
October 2025
Consultation: internal
Consultation: residents
Equality Impact Assessment (EIA)
Date completed
Initial/ Full EIA
Version Control – Change Record
Reason for change
Director Operations
Version 1.0
New Policy

Table of Contents




At Oak Housing we have designed a Policy and Procedure, which enables us to diagnose, respond to and manage reports of damp, mould, and condensation within our properties regardless of repair responsibilities with the aim of “doing the right thing every time”.


This policy is consistent with the spotlight report undertaken by the Ombudsman on Damp, mould and condensation (link below)


There are many root causes that lead to damp, mould, and condensations within our homes (please see Appendix 1 for further information). This has the potential to have an impact on the resident and their family’s physical and/or mental health and well-being. Oak Housing staff and our Landlords, Customers should work together to prevent or resolve damp, mould, and condensation issues (please see Section 4 and 5 for further guidance).


This Policy includes the requirement that appropriate budget levels are available and used effectively and efficiently to deal with issues of damp, mould, and condensation and that PLA Landlords have an understanding that investment in our properties to provide a damp and mould free home is the ethical thing to do and when cases arise we act quickly and invest the required monies to address with the customer at the forefront.


Repairs or remedial work carried out in response to cases of damp and mould complement our programmes of planned and cyclical maintenance. Our repairs team and contractors working on our behalf are expected to maintain a good stock of anti-mould kits. This is to ensure that we meet the needs of our customers.


Aims and Objectives of this Policy.

Oak Housing aims to:


Undertake effective investigations and implement reasonable remedial repair solutions and improvements to manage damp, mould and condensation. Offer advice and assistance to customers living in our properties, including information on how to prevent damp, mould and condensation.


To Signpost residents who are experiencing difficulties managing their heating costs to our appropriate 3rd parties such as local warmth grants or other funding opportunities.


Our repairs and housing colleagues are trained on how to recognise damp, mould and condensation and if needed we will bring in external support to identify solutions to damp, mould and condensation within the home if we do not have the expertise to manage more complex cases.


We aim to use customer insight and building asset information to inform proactive programmes of inspection and property improvements and enhancements to reduce the possibility of condensation, damp and mould.


Oak will aim to ensure that the fabric of our property is protected from deterioration and damage resulting from damp and mould.


Oak Housing along with our partners will ensure that components which we or investors are installing as part of the responsive repairs and maintenance service are cost effective and meet sustainability and affordability criteria.


Oak Housing will manage enquiries, referrals and Notices (Improvement or Section 239) from Council Environmental Health and Housing Enforcement Teams as per our Damp and Mould Procedure.


Oak Housing will manage all Damp and Mould disrepair cases as per our Repairs and Maintenance Policy


Oak Housing will work in partnership with our customers and Landlords to ensure:

  • That customers who report damp and mould in their homes are treated with respect and empathy.
  • They have access to and/or are provided with comprehensive advice, information, and guidance on managing and controlling mould, damp and condensation.
  • The process of reporting an issue of damp and mould is straightforward and easily accessible for customers. 
  • That we clearly and regularly update customers with advice or regarding any actions we can take/have taken to resolve reports of damp and mould.
  • Evaluate the use of the Decant Procedure to support residents in cases where structural interventions are not appropriate such as type 1 HHSRS whereby immediate decanting will be approved.


Causes of Damp Mould and Condensation

Please see Appendix 1


Our Responsibilities


We will meet our landlord repairing responsibilities as detailed within our Tenant, Shared owner and Leasehold Agreements and in line with our Repairs Policy.


To maintain our homes so that they meet the Decent Home Standard.


We shall investigate and diagnose the cause of damp or mould and deliver effective remedial solutions.


To remain in regular and effective communication with a customer, following a report of damp and mould being made, providing progress updates from beginning to end – especially on the occasion where an investigation into a case may be complex. 


Provide our customers with comprehensive and focused advice and guidance on how to manage damp, mould or condensation. 


To manage all reports of damp, mould and condensation using our Damp, Mould and Condensation Procedure and to maintain a log of all cases which are reviewed on a regular basis by Housing and repairs team, this report will be included within our compliance reporting. 


Where vulnerable or disabled customers have no one to help them and are unable to carry out mould washes themselves, we will consider how to support and assist them on a case-by- case basis. 


In the situation of statutory overcrowding resulting in damp and mould, we will work with the resident and the Local Authority to review to explore the resident’s options. The Housing Act 1985 explains that all Living Rooms and Bedrooms are included in the calculation of statutory overcrowding. 


In the situation of hoarding resulting in damp and mould, we will seek guidance on how to best support the resident in conjunction with nominating local authorities or other stakeholders. 


At the time of a void inspection, each room should be checked for damp, mould, and condensation. If identified, it will be managed and rectified as part of the void works. 


As part of a Mutual Exchange, a property inspection is completed at which time, each room should be checked for damp, mould, and condensation. If identified, it will be managed and rectified before the Mutual Exchange completes. 


Customer Responsibilities

Damp and mould can be caused by condensation and may adversely affect your health and your home. Customers are responsible for making sure that they take appropriate steps to prevent significant amounts of condensation that results in damp or mould growth. These responsibilities include:


Following all advice and guidance issued by us, on managing and controlling damp, mould and condensation. This information can be found in our booklet and on our website which will be updated regularly. 


Regularly checking for and treating condensation and mould. If all reasonable efforts have been made to manage and control condensation and mould, and this has not been successful, report the issue to us – even if the issue is in its early stages. 


Regularly checking for and reporting any leaks, or faulty heating, windows, or extractor fans. 


Regularly checking for and reporting any evidence of penetrating, rising or bridging damp, even if the issue is in its early stages. (See Appendix 1).


Ensuring of the general upkeep of extractor fans and vents (i.e., that they are not blocked). Please see Appendix 1 for more guidance.


If the customer or Landlord (PLA Properties) fails to take the advice and reasonable steps to reduce damp or mould, the customer may be recharged for any resulting repairs required which are considered to be result of this neglect.


The customer is responsible for arranging adequate household contents insurance, to protect their home from damage caused by damp, mould, or condensation. 


Where remedial works and mould wash treatments have been undertaken by us, the customer is responsible for redecoration. It is recommended that anti-fungal paint is used. For vulnerable or disabled residents, we will consider how to assist the redecoration process on a case-by-case basis and on occasion Oak Housing may undertake these works as per our Repairs and Maintenance Policy guidelines for supporting customers.


How to report Damp or Mould in your Home


Reporting Damp or Mould

Residents can report Damp or Mould by:

  • Phoning the Customer Service Call Centre from Monday to Friday 9 am to 30pm Our contact number is 0208 988 4781 or freephone 0800 040 8481 Emailing us at info@oakhousing.org


Further information on how we follow-up on a report of damp/mould is included in our Damp, Mould and Condensation Procedure. 


Damp and Mould categories Damp and mould is one of 29 hazards assessed under the Housing Health and Safety Rating System (HHSRS). The HHSRS is a tool used to assess risks in residential properties. Hazards assessed at the most dangerous level are category 1. All other assessable hazards are category 2.


Oak Housing will rate each reported damp, mould and condensation in to 3 categories below. (Noting that for shared owners this will be own repairs responsibility unless under warranty or NHBC/Premier guarantee who should be signposted to appropriate developer

Action taken
High risk – danger to remain within the home (large mushrooms, spores, difficult to breathe)
Immediate decant required and reported to executive and board, full remediation plan required with timescales. Reported on tracker, daily updates
Medium Risk – Consistent and pungent smell of damp, mould and condensation or visible signs of significant damp mould or condensation and if left untreated will result in cat 1 hazard developing.
Damp and mould wash immediate action, assisted ventilation or heating required in home (Dehumidifier or additional heating) investigation to root cause and works actioned in line with repairs policy. Included on damp and mould register – programme of visits arranged until resolved.
Low Risk - Damp, mould or condensation can be managed though education, cleaning or other small interventions.
Reported on register and monitored through normal estate inspections. Closed after 6 months check in by customer services phone call.




We will ensure the provision of training for all front-line and Customer Service Centre staff on the identification, treatment and the prevention of damp, mould and condensation. 

The training will enable them to:

  • Become familiar with and understand the correct response needed when a damp or mould issue is identified by them or reported to them, including what advice to give and when to raise remedial works.
  • Identify the correct equipment required to assess damp in properties and find resolution to the problem, if it is our responsibility.
  • Develop their knowledge on our stock and the archetypes of properties that are likely to suffer from damp and mould.



If we receive a request for Compensation and/or we consider compensation a suitable resolution (inside or outside of our Complaints process) we will manage this on a case-by-case basis.




Any customer or other stakeholder who is dissatisfied with how we have managed their repair(s) is able to submit a complaint using our Complaints Once our Complaints process has been exhausted, and if they remain dissatisfied, then they can contact the Housing Ombudsman Service, who can consider if we have acted appropriately.


Performance Monitoring


Oak Housing will monitor through performance of our own repairs teams and contractors using Arthur to monitor works orders, post inspections if any damp, mould and condensation works instructed by Oak Housing. Oak Housing will also include opportunities to feedback about works undertaken through customer satisfaction surveys.


We will monitor our repairs performance monthly basis and during any planned or unplanned visit to homes by Oak Housing Staff we will take the opportunity to walk about the home with consent to see if there is any evidence of damp, mould and condensation and if there is any signs it is reported and acted on within timescales set out in our Repairs and Maintenance Policy.


Related Documents

Damp, Mould and Condensation Procedure Voids Procedure

Repairs Policy

Tenant, Shared owner and Leasehold Agreements Health and Safety Policy

Decent Home Standard

Oak Housing Website

Damp, Mould and Condensation Leaflet

Housing Ombudsman Service Spotlight on: Damp and Mould


Legislation and regulation


The legislation listed in this policy is not intended to cover all legislation applicable to this policy. To meet the required Homes Agency Regulatory Standards outcome on adherence to all relevant law, Oak Housing will take reasonable measures to ensure compliance with any and all applicable legislation by reviewing policies and procedures and amending them as appropriate. The legislation listed within this policy was considered at the time of the development of this policy, but subsequent primary and secondary legislation, case law and regulatory or other requirements will be considered, and the policy reviewed and adopted in accordance with the requirements set out therein, even should such subsequent legislation is not explicitly listed within this policy. Any queries relating to the applicable legislation should be directed to the policy author.


This policy is written in the context of the legal and regulatory requirements Oak Housing is required to work within. The main legislation is as follows:

  • Landlord and Tenant Act 1985: This Act imposes on landlords an obligation to carry out basic repairs, covering the structure and exterior of the property and installations for the supply of water, gas and electricity, and for sanitation and space heating and heating water. There is also an implied covenant to maintain the property in good Our PLA Landlords are considered in this instance as their responsibility.
  • Defective Premises Act 1972: Section 4 of this Act places a duty on landlords to take reasonable care to ensure that anyone who might be expected to be affected by defects in a property is reasonably safe from injury or damage to their property.
  • Environmental Protection Act 1990: This Act makes provision for the control of premises which are considered to be prejudicial to health or a nuisance. This legislation means Oak Housing Homes may become liable for damages and compensation to customers and their families who suffer as a result of failure to maintain properties so as not to be prejudicial to health or a nuisance.


We will comply with provisions in other legislation, including:

  • Localism Act 2011
  • Equalities Act 2010
  • Common hold and Leasehold Reform Act 2002
  • Housing Grants, Construction and Regeneration Act 1996
  • Party Wall Act 1996
  • Leasehold Reform, Housing and Urban Development Act 1993
  • Housing Acts 1985,1988 and 2004
  • Building Regulations Act 1984
  • Health and Safety at Work Act 1974, Sections 2, 3 and 4
  • Environmental Protection Act 1990
  • Homes (Fitness for Human Habitation) Act 2018


Equality and diversity

We will apply this policy consistently and fairly and will not discriminate against anyone based on any protected characteristics, including those set out in the Equality Act 2010.



All policies should be reviewed every 3 years as a minimum, or sooner if there is a specific legislative, regulatory or service requirement or change in guidance, law or practice. 

Appendix 1  

Causes of Damp, Mould and Condensation (Should be read in conjunction with our damp, mould and condensation leaflet)

The causes of damp, mould and condensation contained in this section, are the most common.

It is important to be able to tell the difference between damp caused by condensation and damp caused by other factors, such as penetrating damp (caused by a leak) or rising damp.

Penetrating Dampness
Rain can get in through leaking roofs, blocked or damaged guttering, leaky walls and poorly fitting doors and windows. Penetrative damp can also be caused by leaks from plumbing faults, failed appliances and poorly sealed baths and showers.

Rising Dampness
Rising damp is caused by the breakdown, deterioration or bridging of the damp proof course of the building at ground floor level. Ground water can rise up through the walls and floor if the damp proof course isn’t working properly or is missing.

Bridging Damp
There are many cases of bridging damp from render systems going below the Damp Proof Course to ground level, concrete paving and ground levels being increased.

Where leaks occur, and in certain circumstances based on contractor feedback, a de- humidifier can be provided to help dry out the property.

The effects of damp and mould can be a challenge particularly during the winter months and in most cases is one that needs to be managed by the Resident through the effective use of heating and ventilation.

Condensation can be managed by:

  • Covering pans and not leaving kettles
  • Avoiding using paraffin and portable bottled gas heaters as these heaters produce a lot of moisture in the air.
  • Avoiding drying washing on your radiators, or if you do then dry it in the bathroom with the door closed and the window open.
  • Ensuring tumble dryers must be vented to the
  • Improving the ventilation in your home by keeping a small window ajar with someone is in the room
  • Keeping trickle-vents open
  • Avoiding blocking air-brick vents and ensuring they are not
  • Ventilating kitchens and bathrooms when in use by opening the windows wider, or better still, using a humidity-controlled electric fan if one is fitted.
  • Closing the kitchen and bathroom doors when these rooms are in
  • Avoid putting too many things in cupboards and
  • Placing furniture so its slightly away from the
  • Keeping the temperature of your home above 15 degrees
  • Avoiding running your shower for longer than
  • Wiping down condensation or water each
  • When running a bath put the cold water in first before the hot this reduces the

Fuel Poverty

Fuel poverty is recognised as a causal factor in damp, mould, and condensation issues, i.e., Customers may be unable to afford to heat their homes effectively or evenly which then creates the conditions for mould to thrive.

If a customer is suffering from Fuel Poverty, we will see what support or advice we can offer. Though local Charitable Funds or local warmth programmes through local authorities.

Save as PDF
Scroll to Top