News

We’ve expanded our team of specialist surveyors, who are trained to recognise, report and prevent damp and mould. This investment to our service means we’ll carry out inspections faster, better manage complex repairs and make sure the programme of works is delivered to a good standard.

We’ve also introduced dedicated Case Managers, who will have responsibility for tracking the progress of repairs and setting out clear timescales. They’ll provide regular updates and explain the actions we’re taking to resolve the issue.

Jo Evans, Director of Repairs and Maintenance said: “We want customers to feel safe and make sure their home is in good repair.

“To take action and improve the service, we launched a major new project last year. This involved reviewing thousands of damp and mould cases to see if cases were resolved and whether further works were needed.

“We’ve now gone one step further and invested in a new team with additional surveyor capacity, new case managers and contractors. Each geographical patch will have a dedicated team of specialists who will be proactive at identifying symptoms, investigating root causes and overseeing the programme of works.

“We’re also providing a single point of contact for customer queries and concerns. This will improve our service and give customers a better experience.”

When customers report damp and mould to us, we will:

• Contact them within 5 working days and arrange a visit to their home within 21 working days.
• Inspect the damp and mould and take readings and photos. At this stage we’ll also ask customers about any vulnerabilities or health conditions in their household. This is to make sure we take the right measures to understand customer needs and provide the right support.
• Review the findings from the survey and follow up where needed. The programme of works will be managed by a dedicated Case Manager who will provide customer updates on each stage of the process.
• Inspect the works to make sure they have been completed to a good standard and in line with government regulations, these will be carried out by a senior surveyor
• Contact customers after the work has finished to see if they are happy with it and to check if it has solved the issue.

For further information, please visit our dedicated help pages and our Damp, Mould and Condensation Policy.