Damp and mould expectations

Responding to reports of damp and mould 

When a resident reports damp and mould, landlords should:

• check the cause right away
• plan inspections within your policy timeframes and Awaab’s Law time limits
• look at the history of the property to see if it has been a problem before
• think about links to other issues, like leaks

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: 

Decants and moves key topics page

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

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 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

For lasting improvement, senior leaders should consider:

• creating a plan or policy just for damp and mould
• using data to find and fix issues before complaints happen
• doing preventative work in empty homes that had mould before
• work with housing teams when mould is linked to other issues like overcrowding

Resident expectations on damp and mould:

• your landlord must inspect your home when you report damp and mould within their policy timeframes. From 27 October 2025, they must also follow Awaab's Law rules
• try to reduce moisture in your home when possible. If you think your building is causing the problem, tell your landlord.
• when reporting damp and mould problems, say clearly which rooms are affected and if it's spreading
• tell your landlord if this is a new problem or one you've reported before
• if you are not happy with your landlord’s response you can raise a complaint
• if you are unhappy with your landlord’s final response to your complaint you can contact us
• we cannot award compensation for damage to health or belongings - that's for insurance companies. We can award compensation for poor service by your landlord.