Damp, Mould and Condensation Policy

1. Purpose

This policy set out mhs homes group approach to tackling damp, mould and condensation within our homes. Ensuring potential risks are identified promptly and preventing issues that may arise from damp and mould. Our aim is to ensure our customers have a home that is safe, sustainable and free from hazards, by tackling the damp and mould at root cause and preventing recurrence. 

The policy reflects updates aligned with Awaab’s Law, as and when implemented, current Housing Ombudsman guidance, and best practice.

2. Who does this affect?

2.1. This policy applies to customers renting a home owned or managed by mhs homes group, including market rent, foyer, social and sheltered housing. 
 

2.2. Our leasehold and shared ownership customers are responsible for their own damp, mould, and condensation, unless: 

  • the damp, mould and condensation are within the communal areas of a block of flats or caused by an issue relating to the communal areas.

  • the damp, mould and condensation are a result of the structure and fabric of the building. For example, pointing to brickwork, water ingress from roof and rainwater goods 
     

2.3. The term ‘we’ and ‘our’ relates to all concerned unless otherwise stated. 
 

3. Policy

The policy objectives which mhs homes group commit to are as follows;
 

3.1. We'll never assume it is the customers fault, if their home is suffering with damp and mould, we will always work with our customers to find a solution.
 

3.2. Provide and maintain a comfortable, warm, and healthy home, free from damp, mould and condensation for our customers, helping support customers with fuel poverty by supporting them with access to our customer support fund and working with our agency partners. We will also work with them to improve the energy efficiency of their homes.
 

3.3. Recognise that having mould issues in a home can be distressing for our customers and ensure we are supportive in our approach, ensuring effective communication throughout. 
 

3.4. Be transparent with customers involved in mutual exchanges and make the most of every opportunity to identify and address damp and mould, including visits and carrying out required works whilst the property is vacant.
 

3.5. Together with our customers, we will review the information, materials and support provided to customers to ensure that these strike the right tone and are effective in helping customers to avoid damp and mould in their properties. 
 

3.6. Review, alongside our customers, our initial response to reports of damp and mould to ensure they avoid automatically apportioning blame or using language that leaves customers feeling blamed. 
 

3.7. Ensure that our responses to reports of damp and mould are timely and reflect the urgency of the issue. All reports of damp and mould will go through a triage process which will categorise the property and customer risk via a risk matrix. The risk assessment will take into consideration;

  • location of the damp and mould (ie habitable rooms)

  • severity of the damp and mould (high, low or medium risk)

  • the age of the occupants within the household (under 14 or over the age of 65)

  • any medical conditions that could be exasperated by the presence of damp and mould.

  • If there has been damp and mould reported previously.

 

3.8. We will ensure that we are acting in line with the requirements of Legislation as at the time, following the implementation of Awaab's Law, we will;
 

  • Upon being made aware of a damp and mould issue, that is potentially presenting a significant risk of harm to a customer, we will carry out an investigation within 10 working days beginning on the day after we became aware.

  • Carry out emergency safety works within 24hrs hours, where we have identified a hazard that can cause an immediate risk of harm. Where it is not possible for the emergency safety works to be completed within 24hrs, we would look to provide suitable alternative accommodation.

  • Provide the customer a written summary within 3 working days from the conclusion of our investigations - this will detail the outcome of the investigation, including the details of the hazard, action will be taking and will provide the customer details of how to contact us. 

  • Begin safety works within 5 working days from the investigation ending, where we have identified a significant hazard. 


 

3.9. Make sure the fabric of our homes is protected from deterioration and damage resulting from, or contributing to, damp, mould, and condensation. 
 

3.10. Make responsive repairs to alleviate damp (for example work to guttering and drains, replace tiles etc.) are carried out as quickly and efficiently as possible. To minimise damage to the structure, fixtures, and fittings of the property. 
 

3.11. Know our stock and the archetype of properties and components that are likely to suffer from damp and mould by reviewing trends and patterns and targeting these properties to ensure they are not experiencing issues with damp and mould.
 

3.12. Reduce the number of visits by our in-house operatives and contractors. Plus increase the number/percentage of damp related jobs completed in one visit. (First time fix). Measure and monitor missed appointments. 
 

3.13. Reduce the number and impact of complaints and legal disrepair claims.
 

3.14. Plan resources to respond to higher demand, utilising data to identify trends such as hot spot areas or seasonal demand.
 

3.15. Train mhs homes group employees and contractors to; 

  • spot signs of damp, mould, and condensation and hazards that are likely to cause significant risk of harm to the customer or any member of their household.

  • understand the causes and remedies 

  • mhs homes group will take steps to identify and resolve any skills gaps. 
     

3.16. We will support customers with the knowledge to reduce damp, mould and condensation leading to mould in their home and how to make positive changes.

3.17. Use smart technology in our customers homes to help them understand how activities can affect the humidity within their homes and support them with solutions to help manage this and reduce the potential for damp and mould.
 

3.18. To support a risk-based approach to damp, mould and condensation through good record keeping, data and case management. 
 

3.19. To treat customers in a fair and non-discriminatory way in accordance with the Equality Act 2010. 
 

3.20. To comply with all statutory and regulatory requirements and with best practice to the provision of this service. 
 

3.21. To provide an appropriate level of financial help to customers on a low income to ensure the use of temporary equipment provided by mhs homes is affordable to use to specifically remedy identified damp and mould (e.g., use of dehumidifiers) 
 

3.22. Provide support to help people manage their heating costs in a way which avoids the risk of damp, mould, and condensation issues.

4. Legislation and regulation

Recent changes to current legislation increase the liability of maintenance and repair to the landlord and in particular the introduction of the Homes (Fitness for Human Habitation) Act 2018 and Awaab's Law, as follows. 
 

4.1. Homes (Fitness for Human Habitation) Act 2018 
The Act applies to the social and private rented sectors and makes it clear that mhs homes group must ensure that our property, including any common parts of the building, is fit for human habitation at the beginning of the tenancy and throughout. 
 

Local authorities also have a range of powers which allow them to tackle poor and illegal practices by landlords and letting agents, including when landlords do not carry out necessary works that have been brought to their attention. As Heart of Medway is registered social housing landlord, the Regulator of Social Housing and the Housing Ombudsman will also have a role to play if required. This would not apply to mhs homes as a non-registered social landlord. The courts will decide whether a property is fit for human habitation by considering the matters set out in section 10 of the Landlord and Tenant Act 1985, which includes if any damp and mould growth (amongst other criteria). 
 

4.2. Landlord and Tenant Act (LTA) (1985) 
 Under section 11(1) (a) of the LTA, landlords have an obligation to “keep in repair the structure and exterior of the dwelling-house”. This is a continuing obligation to keep up the standard of repair throughout the tenancy. It also requires the landlord to put the premises into repair if it was not in repair at the start of the tenancy. “Due to the duty they owe to tenants, the landlord must repair any defect to the structure/exterior of the property which is resulting in damp.”
  

4.3. The Housing Health and Safety Rating System (England) Regulations 2026
 Sets out 21 specific measures which must be complied with to meet the standards, these include as the first 3: 

  • Damp and mould growth - Exposure to house dust mites, damp, mould, or fungal growths. 

  • Excess cold - Exposure to low temperatures. 

  • Excess heat - Exposure to high temperatures.

 

4.4. Awaab's Law - The Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025

Requires that mhs carry out an initial determination if it believes that the premises has any emergency hazards and damp and mould growth hazards that present a significant risk of harm.

mhs must then ensure it makes safe and carries out preventative works in accordance with the timescales as set out in the regulations 2025 and/or other Legislation that maybe in force as at the time of this policy.

5. Monitoring and compliance

5.1.    This Policy will be reviewed as a minimum every two years as standard. However, we recognise that Awaab's Law is being introduced in 3 phases and therefore we will review this policy at each phase to ensure compliance. 

5.2.    This policy will be reviewed should legislation or regulations change, and amendments are required.

6. Principles

Equality statement 

mhs homes has a duty to ensure that no person receives less favourable treatment from the organisation on the grounds of age, disability, gender reassignment, marriage, civil partnership, pregnancy, religion or belief, race, sex, or sexual orientation. 
 

Data protection 

mhs homes will only share information that meets the requirements of the Data Protection Act 2018 and the UK GDPR. Confidentiality and impartiality will be exercised by mhs homes at all times.

Feedback 

We welcome suggestions and comments from people who use or provide our services. We believe that this can provide some important lessons to help us ensure that the service is improved for everyone. 
 

If you have something to say about this policy or the information that is provided about them, then please let us know. Please refer any comments to the author of this document.