Damp and mould expectations
Overview
We see many complaints about damp and mould. It makes up half of our cases and can cause serious health risks to residents. We have called for a 'zero tolerance' approach.
The government has introduced Awaab’s Law. From October 2025 social landlords must investigate and resolve reported damp and mould where there is an emergency or significant hazard within set timeframes. They must also investigate and resolve all other emergency hazards (expect overcrowding) within set timeframes.
The law will include other housing hazards from 2026.
When residents report damp and mould, landlords should first consider whether Awaab’s Law might apply.
Landlords should review our damp and mould support guide. This page shares what landlords could do to provide good service to residents on issues of damp and mould even if Awaab’s Law does not apply. It also explains how residents can report issues to us.
Landlords can find further learning in our reports. Our key topics page shares information on this subject including good practice case studies, podcasts, and webinar recordings.
Landlord expectations
Responding to reports of damp and mould
When a resident reports damp and mould, landlords should:
- consider whether Awaab’s Law might apply, and if so, follow the prescribed requirements
- check the cause right away
- plan inspections within your policy timeframes and Awaab’s Law time limits if applicable
- look at the history of the property to see if it has been a problem before
- think about links to other issues, like leaks
Thorough inspection approach
When checking properties for damp and mould:
- look at all potential causes and inspect within your policy and legal time limits
- send staff who know about damp and mould - some surveyors may not have enough knowledge
- check if the home is safe - if it's not fit to live in, do a safety check to see if the resident needs temporary housing in line with move or decant policies
Find out more about moving property on our key topics page:
Temporary moves key topics page
Effective repairs and communication
After finding the cause, landlords should:
- set clear times for repairs and keep residents informed
- make sure workers bring the right tools and know what to do
- explain next steps clearly, including what happens after mould treatments
- treat residents with respect - damp and mould causes great stress
Ongoing support and prevention
To stop future problems, landlords should:
- check homes without waiting for residents to report issues again
- keep using your complaints process even when legal action has started or after the Pre-action Protocol has begun. This gives everyone a chance to solve the problem without going to court
- make sure legal and complaint teams work together
- give tips on preventing damp and mould throughout tenancies
- look for signs during routine visits, like yearly gas checks
Strategic approach
For lasting improvement, senior leaders should consider:
- creating a plan or policy just for damp and mould and that it is compliant with Awaab’s Law
- using data to find and fix issues before complaints happen
- doing preventative work in empty homes that had mould before
- working with other teams if the mould links to wider issues like money problems or overcrowding
- helping residents find solutions when their lifestyle affects the problem
Helpful information for residents
Damp and mould support guide
Residents can read the this support guide to understand what to do if you find damp and mould in your home.
This helpful page looks at:
- reporting damp and mould to your landlord
- how landlords should manage reports of damp and mould
- making a complaint about your landlord
- when to bring a complaint to us
You may also find these useful
Reporting a problem
Making sure that you tell your landlord about the problem in a timely way and providing the right information might help your landlord to resolve the issue sooner.
How to complain to your landlord
Discover how to let your landlord know if things have gone wrong in your home and how to make a complaint if you are unhappy with how it has handled a report you have made to it.
Awaab’s Law and hazards support guide
This support guide gives a summary of how we’ll investigate residents’ complaints about hazards and Awaab’s Law.