What do I do if I have damp and mould in my home?

Condensation, damp, and mould can be caused by a variety of factors.

This page will help you to identify different types of damp and includes some hints and tips on what you can do to help prevent it. These tips can help you to prevent damp and are good practice to follow even when damp is not a problem in your home.

We acknowledge that maintenance issues leading to, or contributing to, damp and mould are our responsibility and we’re committed to helping our customers deal with this issue.

The quickest and easiest way to report damp and mould is through My Account or you can call us on 0300 790 6555.

More details of how you can contact us are available on the contact us page.

Download our guidance on condensation, damp and mould.

Watch our video to find out about the causes of condensation, damp and mould and how you can report it.

If you spot damp and mould in your home the quickest and easiest way to tell us is through My Account.


How will my repair be prioritised?

Our Customer Services Team will ask you several questions to help us work out the cause of the damp and mould.


If you have the answers to these questions ready, it will help us to prioritise your repair:

  • when did you first spot the damp or mould?
  • have you reported a damp or mould issue in your home to us in the last 12 months?
  • which rooms are affected?
  • if there is mould, is it black, white or another colour?
  • do you have extractor fans in the kitchen and bathroom? If so, are they working?

If you have mould, we will ask you:

  • is the mould behind furniture or stored items against a wall?
  • how big is the mould patch, are there patches in multiple rooms?
  • can you take photos to share with us?

How do I identify causes of damp?

This is caused by a problem with the building which means rainwater can get through the walls, roof, windows, or doors. It can occur at all levels of the building and is usually higher up. Overflowing gutters, missing roof tiles and leaking pipes can all cause penetrating damp.

This may be caused by a failed damp proof course which allows moisture in the ground to rise up through the ground floor walls of your home. You can usually identify rising damp because it will often appear as a tide mark above the skirting board.

Mould is a living organism that thrives on condensation and moisture. It needs to be removed with specialist treatment to get rid of it permanently.


Small amounts of mould in your home, for example on your windowsills or the sealant around your bath or shower, can be quick and easy to get rid of. You can buy mould treatments and sprays from most supermarkets to treat it.


If you have tried to remove the mould and it continues to reappear or get worse, it’s really important that you tell us.

How can I reduce condensation in my home?

During colder months condensation can become a major problem.


There are three main causes of condensation:

  • moisture produced by everyday activities
  • not enough ventilation
  • cool temperatures

There are three main ways to tackle condensation:

  • stop moisture building up
  • ventilate or air your home
  • keep your home warm


Not all damp and mould is caused by condensation. The cause can sometimes be more serious, such as:


  • leaking or blocked gutters, down pipes, and overflows / a leaking roof from missing tiles or slates / internal water leaks


  • when showering, bathing, or cooking, open a window or vent for at least 20 minutes afterwards
  • when running a bath run cold water first, then hot -this will reduce condensation by 90%
  • if you have extractor fans, use them – this is really important. Many fans we install are automatic and will run when they detect moisture in the air
  • keep your bathroom and kitchen doors closed during and after use
  • wipe condensation off your windows and sills
  • when cooking or washing, open windows and/or use extractor fans
  • when drying clothes inside try to do it in a small room and open the window
  • don’t block air vents
  • don’t put furniture next to walls – make sure to leave a gap to let the air flow

How can I keep my home warm?

  • draught proofing will keep your home warmer – and help reduce fuel bills. Draught proof your home, such as under doors, and close curtains at night
  • keeping the heating on low all day will help to control condensation

We understand that the rise in energy bills may mean you are reducing the length of time you put your heating on, but it is important to keep your home warm to help to control condensation.


If you’re worried about heating costs this winter, you can contact our money advice team who have specialist energy advisors that can help and support you.


If you are struggling with your bills our Money Advice Team can help you.


Contact us

The quickest and easiest way to raise a query or report a repair is through My Account. Or you can call us on 0300 790 6555.


More details of how you can contact us are available on the contact us page.


To find out what else you can do on My Account, watch this video.

Common questions