Damp, Mould and Condensation Policy

October 2023

1. What this policy is about

The Your Homes Newcastle (YHN) Group manages 26,000 council homes on behalf of Newcastle City Council, as well as properties which are part of Leazes Homes. 

This policy applies to all of the Council’s and Leazes Homes tenants, as well as our leaseholders (hereafter collectively referred to as ‘customers’). It also applies to the communal areas in both Leazes Homes and Council housing. It covers our proactive approach to resolving issues with damp, mould and condensation. 

This policy is supplementary to the published repairs and maintenance policy. 

This policy sets out:

• The causes of damp and mould in your home
• How to report damp and mould to YHN
• Our responsibilities 
• Customer responsibilities 
• Our approach to tackling the root cause of damp and mould
• How to make a complaint

2. Aims and Objectives 

The aim of this policy is to ensure customers are not adversely affected by damp, condensation and mould in their homes. We will minimise and resolve these issues when reported by customers or through proactive repairs and maintenance.  

Objectives

• Provide homes that are safe, healthy and free from hazards
• Ensure repairs to resolve issues with damp, mould and condensation are carried out in accordance with the timescales in our Repairs and Maintenance Policy; and 
• Comply with legislative and regulatory duties, including the Decent Homes Standard.

3. Legislative Framework

This policy is principally informed by our duties under the Landlord and Tenant Act 1985 (as amended by the Homes (Fitness for Human Habitation) Act 2018). which states that our homes must be fit for human habitation and which specifies our repairing obligations

As this policy sits under our broader Repairs and Maintenance policy, the legislation in that policy is also relevant and applicable. 

4. The Causes of Damp and Mould in your Home  

Typically, black mould forms in the home in areas where damp and condensation are present which provides the conditions for it to grow. Some of the ways that damp and mould can be present in our customers’ homes include: 

• Rising Damp - Movement of moisture from the ground rising through the structure of the building, typically through the failure or lack of a damp proof course.
• Penetrating Damp - Water penetrating the external structure of the building or internal leaks from bathroom and kitchens that cause damage to internal surfaces and structure.
• Condensation - When moisture held in warm air comes into contact with a cold surface and then condenses producing water droplets. 

5. How to Report Damp and Mould to YHN

We encourage our customers to raise concerns or report any dampness, condensation or mould growth in their homes as soon as they become aware of it.  YHN have a dedicated team in place to offer advice, support and, if necessary, a full inspection of homes. 

Customers can report damp, mould and condensation issues by any of the following means:

• Telephone: call our Contact Centre (0191) 2787878 
• E-Mail: dm@yhn.org.uk
• Call the Damp and Mould team on (0191) 2774780
• Face to face at our hubs (opening times available here)

Our operating hours are 8am – 6pm Monday to Friday (excluding bank holidays). We aim to initially respond to emails within a 5 working days.  Customers can report emergency out of hours repairs on (0191) 2787878. 

6. Our Responsibilities 

We have adopted an eyes wide open approach in relation to damp, condensation and mould. It is our responsibility to:

• Ensure that any member of staff visiting customers’ homes either for day-to-day management, investment improvements or repairs and maintenance will report any evidence of damp, condensation, and mould to the dedicated team.
• We will ensure that customers have access to and are provided with comprehensive advice and guidance on managing and controlling damp, condensation and mould.  This information will be made available on our website. Condensation and damp | Your Homes Newcastle (yhn.org.uk)
• Ensure that staff receive training to a level appropriate to their job role concerning damp, mould and condensation. 

7. Customer Responsibilities 

It is the customer’s responsibility to:

• Immediately report any signs or concerns they have regarding damp and mould 
• Immediately report any faulty equipment that could affect the management of humidity and moisture in the home (for example, a faulty extractor fan, being unable to open windows, a heating system failure etc). 
• Allow access for inspections and the carrying out of all remedial works. 

We recognise that some customers may be experiencing financial difficulty, which can make it difficult to heat homes. If this is the case, customers should tell their housing or income officer who can refer them to our Support and Progression Team or Financial Inclusion Team for help and support. 

8. Our Approach to Tackling the Root Causes of Damp and Mould  

Where any incidence of damp, condensation and mould is reported by a member of staff or customer, we will:

• Treat residents with empathy and respect and be open minded about the causes of damp and mould in their homes.  
• Investigate all reported issues through a home visit from an appropriate member of staff, which could include one of the YHN team or one of our contractors. 
• Carry out a survey to diagnose the cause of the problem which will include
• Assessing the structure of the property. This will include investigating whether the cause of damp and mould is due to a minor defect, multiple minor defects, internal leaks or, in some cases, more serious structural failure.
• Checking the level of humidity and provide advice on reducing condensation if required
• Checking to ensure all installed equipment is working and effective; and
• Undertake any repairs needed to deal with damp, condensation and mould in a timely and effective manner in line with our published Repairs and Maintenance Policy. 
• Support customers to move on either a temporary or permanent basis where necessary; and
• Contact customers six months after repairs are carried out to ensure the resolution has been successful. 
• Signpost customers to our support services if relevant. 

9. How to Make a Complaint 

To make a complaint, please complete our complaints form or contact us via phone, email or in writing as set out below. 

• Call us on 0191 278 8600
• Email us: YHNComplaints@yhn.org.uk
• Write to us: Customer Experience Team, Your Homes Newcastle, YHN House, Benton Park Road, Newcastle, NE7 7LX.

You can contact the Housing Ombudsman Service at any time while your complaint is going through our complaints process. They can offer advice and help to find a resolution but cannot make a formal decision on your case until you have reported the original problem to us and are dissatisfied with our response. You can contact the Housing Ombudsman Service by telephoning 0300 111 3000 or by writing to PO Box 152, Liverpool, L33 7WQ.

The Housing Ombudsman’s Complaints Handling Code provides clear guidance about how housing providers like YHN should deal with customer complaints. We have looked at the ways we meet the guidelines set out in the Code to understand what we are good at and where we can improve.

Read an overview of our self-assessment against the Complaints Handling Code.

A copy of our Complaints and Compliments Procedure is also available to customers.

10. Equality and Diversity

We are strongly committed to fairness and equal opportunities for all. We have an Equality, Diversity and Inclusion Policy Statement which explains our legal obligations in relation to protected characteristic groups and how our policies meet the requirements set out by the Equality Act 2010.  

11. Implementation and Review 

This policy is effective from 16/10/2023 and will be reviewed every three years or sooner dependent on changes of legislation, regulation, good practice and customer feedback. 

The objectives of this policy will be monitored alongside our Repairs and Maintenance Policy and form part of our corporate reporting to Newcastle City Council.