Damp and mould information sheet

Damp is the build-up of moisture in a building. Damp can happen when there are leaks, poor property condition, or other problems with the structure of a property.

Damp and moisture in the home can cause wet patches, staining, and peeling walls.

This can lead to mould forming, which often looks like black, white, or green patches.

If left untreated, damp and mould can be detrimental to health and wellbeing. People with underlying health conditions and weakened immune systems can be at greater risk.

If you notice damp or mould in your home, you should report it to your landlord straight away.

How to report damp and mould to your landlord:

• clearly say which rooms are affected and if it's spreading
• say if this is a new problem or one you've reported before
• tell your landlord if you think your building or any outstanding repairs may be causing the problem
• seek advice from your GP if you are feeling unwell
• make sure a room has ventilation where moisture is present

If you smell mould but cannot see it, it could be hiding behind wallpaper, carpets, pipes, furniture, or inside heating and ventilation units.

Do not try to remove these yourself. Pulling up carpets or wallpaper can release mould spores.

Report the problem to your landlord so a professional can deal with it safely.

Your landlord should have a published policy that explains how they will respond. This could include:

• arranging an inspection by a qualified person
• checking if anyone in the household has health condition that make them more vulnerable
• visiting the property to assess the risk and level of hazard to you and others

Landlords need to understand their properties and decide if they require a dedicated strategy to tackle urgent issues.

Landlords should take a proactive approach to damp and mould. Our Spotlight report on damp and mould sets out recommendations.

Awaab’s Law

Awaab’s Law is a new law that came into force in October 2025.

It requires social landlords to investigate significant damp and mould hazards within 10 working days and make safe within 5 working days.

More about Awaab’s Law >

Damp and mould expectations

Reporting damp and mould is a service request. This is different from making a complaint about your landlord.

People often call both ‘a complaint’, but they are different.

You can complain if you’re unhappy with how your landlord has handled your service request.

A complaint might be about:

• the level of investigation or action taken by the landlord
• the time it took the landlord to investigate or respond
• any action it should not have done, or you are unhappy with

To do this, you must use the landlord's formal complaint procedure.

Landlords' response to complaints

Your landlord must reply to a complaint in line with its complaint procedure. Our Complaint Handling Code sets out the timescales a landlord must respond to a complaint:

Stage 1:

• acknowledge the complaint within 5 working days of it being received
• respond, in writing, within 10 working days of the date the complaint was acknowledged

Stage 2:

• acknowledge a request to escalate the complaint within 5 working days of it being received
• respond, in writing, within 20 working days of the escalation request being acknowledged

You can bring a complaint to us for investigation if your landlord does not resolve your issues through their complaint procedure.

Tell us:

• what went wrong
• what your landlord should do to put things right

We need your landlord's stage 2 response before we can help. This is their final answer to your complaint.

You can refer your complaint to us within 12 months of your landlord's stage 2 response. We’re unlikely to investigate complaints referred after this deadline unless there are good reasons for the delay.

Help if your landlord does not reply to your complaint

We can help you get a response from your landlord if they do not follow their complaint procedure or our Complaint Handling Code.

Send us a copy of the complaint to your landlord. This helps us understand if your landlord follows its complaint procedure.

The easiest way to do this is by using our helpful online form. The form will ask you about your complaint and you can upload supporting evidence.

Online complaint form

You can also phone, email, or write to us.

Reporting hazards to your local council

Councils have enforcement powers where they believe there are certain hazards such as damp and mould in your home. You can report the problems in your home to your council.

Councils cannot use enforcement powers against themselves. If you’re a council tenant this will not apply to you.

Advice from Shelter

Damp and mould problems - Shelter England