We take the issue of damp and mould in our homes extremely seriously

We are committed to giving you and your family a safe, warm and comfortable place to live in and want to reassure all residents that we take the issue of damp and mould extremely seriously and investigate every report of damp and mould thoroughly.

Following our partnership with Riverside, one of our key pledges was to invest an additional £2.5m in tackling issues like damp and mould. To support our work, we’ve created a new policy which outlines how we deal with this. You can download the copy here.

We’re also training all our teams – not just repairs people – to spot signs of damp, mould and condensation so, if they visit your home and spot a warning sign, they can report it. This helps us ensure we put in place a plan to tackle any issues at an early stage to prevent the situation getting worse.

Please report damp and mould issues

We ask that you contact us as soon as you notice any signs of damp and mould so we can visit your property. Please send us photos and videos with your report so we can assess the extent of the issue. We’ll then attend within 10 days to carry out immediate treatment known as a mould wash. We’ll also provide practical advice for dealing with damp and mould.

If we need to investigate further, a surveyor will visit your home. They will identify what remedial works are needed and will put together a treatment plan to make sure the damp and mould problem has been fixed.

To report damp and mould, please use your MyOneHousing account or email ask@onehousing.co.uk. Alternatively, you can call us on 0300 123 9966.

If you need information in another language or if you require an interpreter to be present when we visit your home, please let us know.