Damp and mould policy

At Cross Keys Homes we believe no one should live with damp and mould. We know the terrible effects that a damp home can have on residents’ mental and physical health and we will do all we can to eliminate it from our homes.

If you believe you have any signs of damp, mould or condensation in your home, call us immediately and we will take action to remedy it.

  • Call us, 24/7, on: 01733 385030
  • Email: housingrepairs@crosskeyshomes.co.uk.
  • Fill in the form on MyCKH.
  • Chat to us on Live Chat on the CKH website (office hours only).
  • Speak to us in person at CKH Customer Central.
  • Talk to your Scheme Manager, if you live in Retirement Housing.

If you want to find out in more detail how we will support you, please keep reading. This policy will outline the approach we will take to ensure that everyone is listened to and the actions we will take to tackle damp and mould in our properties.

The policy relates to all properties and communal areas owned and/or managed by CKH.

Our commitment to you

When we receive a report of damp or mould from you, as the resident, we will:

  • Record accurate details of the damp or mould and where it has occurred.
  • Respond to all incidents according to the severity of damp and mould - we will respond within 24 hours if the incident is affecting the your or your family’s health and wellbeing
  • When the mould is slight we will provide a self-help kit to remove the mould, or it will be attended to by our Damp and Mould Cleaning Team.
  • When the mould is moderate the damp and mould cleaning team will be able to carry out remedial work. Where there is a specific health related issue, then moderate cases will be escalated to “moderate priority” and a 24-hour response.
  • Look to diagnose the issue at the first visit and agree an appropriate solution with you and communicate this to you.
  • We will ensure we investigate all potential causes of damp and mould in your home, including looking at neighbouring properties, if necessary.
  • Where further work is required or an additional visit is necessary, we will work with you to agree an appropriate timescale for the works to be completed.
  • Communicate with you throughout the process and record all contacts.
  • There may be occasions where the work will not be completed within 24 hours – for instance, where scaffolding to repair the external structure is required. In these instances, we will keep you informed of progress.
  • Should you need to move out while any work is completed, we will agree with you the best solution, taking into consideration your individual circumstances, the condition of the home and the nature and likely disruption the works may cause.
  • We will follow up all reports and treatments of damp and mould with you after a maximum of two months to check for any sign of recurrence.

How we will work to prevent damp and mould from occurring

We will take a preventative approach by regularly improving our properties, training our staff, using data analysis, and working closely with residents to ensure that they are aware of the causes of damp and mould and how it can be avoided.

We will visit all our residents annually to conduct a property visit, an element of which will be to discuss any damp and mould issues.

We will survey the condition of 20% of our properties annually. Part of these surveys will proactively address any emerging problems with damp and mould.

We will promote information about how to tackle damp and mould through our resident engagement and other channels of information.

We will help to tackle fuel poverty through advice, information and guidance and signpost to external agencies.

We will keep a comprehensive record of all reports of the action we have taken (including complaints and right first times) and use that data to identify trends and those areas where we can improve our approach.

We will also ensure that we make the best use of all contacts with our residents to check proactively for any occurrence of damp/mould but this has not been reported to us.

We will also ensure that empty properties are thoroughly inspected and are in a good state of repair and free of damp/mould before re-letting them.

Our strategy for delivering net zero carbon homes considers and plans for how we can identify and respond to any unintended consequences around damp and mould.

What is damp, mould and condensation?

Rising damp occurs when moisture moves up a wall from the ground below the building in a capillary action. This is rare and can be identified by:

  • dark patches and tidal marks low on ground floor walls
  •  peeling wallpaper and rotten skirting boards
  • It is generally caused by a defective Damp Proof Course (DPC)

Penetrating damp occurs where moisture moves from one side of a wall to another. It is generally caused by defects to the building structure, such as bridged wall cavities, faulty guttering and leaks. Common signs of penetrating damp include:

  • damp staining on external walls
  • damage to the interior decoration and crumbly plaster
  • mould growth only in isolated areas.

Condensation occurs when moist air comes into contact with a colder surface, for example, a wall, mirror, or window. The air cannot hold the moisture and droplets of water can appear. This can also occur in places where the air is still, for example behind furniture or in corners of rooms. Mould caused by condensation usually appears as black dots or smudges and can most frequently be found within bathrooms and kitchens. It can be caused by the humidity of indoor air, low temperature, or poor ventilation.

Mould is the term used for many different types of naturally occurring fungi that can grow on damp surfaces, in poorly ventilated conditions. There are many types of dampness-related mould agents, some of which can be harmful to health, causing respiratory damage and accentuating breathing difficulties, making asthma worse and causing allergic reactions. The prevalence of mould types which are hazardous to health should always be treated as a Category 1 hazard under the Housing Health and Safety Rating System (HHSRS).

Your responsibilities

You have a responsibility to report any signs of damp and mould, or repairs required to your home as soon as possible.

You can report repairs by phone, 24/7: 01733 385030

All emergency repairs should be reported by phone. Non-emergency repairs can be reported via:

Further information:

Staff and contractor training

We will ensure that our staff and contractors have regular training that ensure they are able to:

  • Understand our approach and process for handling incidents of damp and mould.
  • Demonstrate empathy towards residents when responding to incidents of damp and mould.
  • Spot signs and understand the causes and remedies of damp and mould
  • Ensure residents are supported and that they are treated in a fair and non-discriminatory way.

Who is responsible for managing damp and mould?

Our Director of Asset, Housing Needs and Estate Management, is responsible for this policy and the overall management of damp, mould and repairs in our homes and communal areas.

Legislation and regulation

This policy is written in accordance with the following regulatory and legislative requirements:

  • Housing Health and Safety Rating System (HHRS) and the Decent Homes Standard
  • Landlord and Tenant Act 1985
  • Environmental Protection Act 1990
  • The Homes (Fitness for Human Habitation) Act 2018 (HFHHA)

Information sharing

Cross Keys Homes has an information sharing agreement with key agencies and contractors to share information in relation to the management and treatment of damp and mould and carrying out associated repairs. Information shared must be relevant and the Data Protection Procedure adhered to when handling data.

Monitoring and review

The Damp and Mould Policy was written and approved in September 2024 and will be reviewed every two years – next review October 2025.

Other related policies

  • Repairs and Maintenance Policy and Procedure

  • Complaints Policy & Procedure