Damp, Mould and Condensation

1. How to prevent condensation and mould (your role)

Condensation is the most common cause of damp and mould. You can help reduce it by:

Producing less moisture – put lids on pans, dry clothes outdoors (or in a ventilated room with the door closed), avoid using bottled gas heaters.
Ventilating your home – open windows briefly each day, use extractor fans when cooking or showering, do not block wall vents.
Keeping your home warm – try to keep a low level of heating on during cold weather. If you are worried about fuel costs, tell us – we can help you maximise your income.

We will never simply blame you for mould. We will investigate the root cause and help you find a solution.

2. What we will do when you report damp, mould or condensation

When you report damp, mould or condensation, we will:

Step	What happens
1. Log your report	We will treat you with respect and not prejudge the cause.
2. Inspect	We (or a contractor) will inspect within the timescales in section 3 below.
3. Investigate the cause	We look for building faults (e.g. leaks, poor insulation, lack of ventilation) as well as lifestyle factors.
4. Give you a written summary	Within 3 working days of finishing the inspection, we will tell you what we found.
5. Carry out repairs	If the problem is our responsibility, we will start work within the timescales below.
6. Provide advice and support	We will give you practical tips and, where needed, extra help.
7. Follow up	We will stay in regular contact during the work and for 3 months after completion

3. Damp, mould and condensation - how quickly we will respond

When you report a damp, mould and condensation, we will put it into one of the categories below.

The clock starts as soon as we know about the issue.

Category	Response time	Examples
Emergency hazards and repairs	Within 24 hours	Serious issues with damp or mould Blocked or fractured drains Gas escapes Electrical faults or loss of power Major leaks, bursts or loss of water Broken or insecure windows, glass or door locks
Significant hazard – damp & mould	Investigate within 10 working days Written findings within 3 working days of the inspection Make your home safe within 5 working days Begin additional work within 5 working days All work must begin within 12 weeks.	Damp or mould that poses a significant risk to health (see Awaab’s Law below)
Routine	Within 15 working days	Dripping tap, loose cupboard doo

4. Awaab's Law (your rights on damp and mould)

Awaab’s Law places clear legal duties on social landlords to protect tenants from the risks of damp and mould.

This means we must:

Investigate reported damp and mould hazards within defined timescales.
Identify whether there is a risk to your health, particularly for vulnerable households.
Take prompt action to remove or reduce serious health risks.
Keep you informed throughout the process and provide clear written outcomes.

We will never delay action where there is a risk to health. If you are worried about damp or mould, please report it as soon as possible so we can act quickly.

5. How we will support you (damp, mould and other vulnerabilities)

We know that some issues are not simple. We will:

Help with fuel costs – make sure you are getting all the benefits you are entitled to.
Provide a dehumidifier – if needed while we investigate or carry out longer‑term work.
Consider overcrowding – if your home is overcrowded, we will explore moving you to a larger property (if available).
Respect vulnerabilities – if someone in your home has a respiratory condition, a disability, or is undergoing chemotherapy, we will prioritise their safety.
Support domestic abuse victims – lock changes and extra security measures are free of charge.
Use specialist contractors – for complex cases we may bring in independent experts.

6. How to report damp, mould and condensation

You can report a problem in any of these ways:

Phone: 0161 272 6049 (9am to 5pm, Monday to Friday)
Out of hours emergency line: 0800 389 4616
Email: customerservices@arawakduplicate.happytesting.co.uk
WhatsApp: 07561690387
Visit our office: Margaret House, 23 Manor Street, Manchester M12 4HT
Drop‑in session – check our website for locations, dates and times
Tenant Portal – [link – coming soon]
Via our website: Report a repair

You can also ask someone else (a family member, friend or advocate) to deal with us on your behalf – just let us know through any of the above methods.

7. What we expect from you (to help resolve problems)

To help us resolve any repair or damp/mould issue, please:

Report issues as soon as you see them – do not wait.
Allow access – we need to inspect and carry out repairs. We will agree convenient times.
Clear the area – move furniture and belongings away from affected walls so we can work.
Follow reasonable advice – for example, using extractor fans or ventilating your home.
Tell us about any changes – if you have a new health condition, a baby, or difficulties heating your home, let us know so we can support you

8. Download the full policy

This page is a summary. The full policy contains more detail on legal context, roles, performance monitoring, complaints and disrepair claims.

Damp, Mould and Condensation Policy (version 1.0, November 2025)

Need help right now?

Phone: 0161 272 6049 (9am to 5pm, Monday to Friday)
Out of hours emergency line: 0800 389 2616

We are committed to treating you with dignity, respect and empathy – every time.

Please scan the QR code to view a video which supports tenants understanding of damp, mould and condensation and offers practical tips on managing moisture in your home.