We take reports of damp and mould very seriously. If you spot signs of damp or mould in your home please report it to us immediately, even if the problem is only small.

How to report damp and mould in your home

You can contact our customer service centre or your Neighbourhood Housing Lead.

What we’ll do to tackle damp and mould

There are lots of reasons that mould and damp can occur in homes. To make sure that every case is investigated we introduced our dedicated Healthy Homes team.

When a case of damp and mould is reported, we prioritise identifying and addressing the root cause of the issue. Our initial step is to diagnose any necessary repairs to resolve the problem at the first point of contact.

Where we cannot diagnose a damp and mould problem, we will send out an L&Q surveyor or contractor to investigate the problem.

During their visit, they will identify the causes of the mould and raise any repairs or remedial works.

While at your home, they may also change your heating controls to help them perform better and work with you to help make changes that will prevent mould in the future.

To help tackle future mould growth, you may be offered a humidity and temperature sensor. The sensor sends alerts to let you know when conditions at your home may encourage mould growth.

Where appropriate, experts will clean any affected surfaces, before shielding them with an anti-mould agent to help prevent them from returning. 

Frequently asked questions about damp and mould

  • What happens when I report damp and mould?

    We’ll attempt to diagnose the issue to raise a repair immediately.

    If a clear diagnosis cannot be given, we will escalate your case and send an L&Q surveyor or contractor to investigate further.

    When an L&Q surveyor or contractor attends an inspection, they will provide us with a report advising on the issue’s severity. The outcome of the report will determine what treatment or repair is required.

    Should a repair be advised, the timeframe and duration of the repair will depend on the severity of the issue and this will be discussed with you.

    Where appropriate, experts will clean any affected surfaces, before shielding them with an anti-mould agent to help prevent them from returning.

  • How does L&Q treat damp and mould?

    Where appropriate, experts will clean any affected surfaces, before shielding them with an anti-mould agent to help prevent them from returning.

    Additionally, we'll investigate the root cause of the problem and carry out any repairs needed to tackle this.

    We will work with you and provide advice to stop the issue from reoccurring.

    There are some simple things you can also do to help avoid this problem appearing in your home.

  • Why does damp and mould occur?

    There are lots of reasons that damp and mould can occur in homes. These can range from too much moisture in the air to plumbing or ventilation faults, or more deep-seated problems with a building.

    You should always report damp and mould in your home as soon as possible by contacting our customer service centre. Damp and mould are easier to tackle when it is caught early.

  • How can I avoid damp and mould?
    Lots of things can cause damp and mould. However, there are some simple things that you can do to help avoid this problem appearing in your home.
  • Do I have to have a sensor fitted?
    No, but it is advisable to help monitor and manage the issue and help you remain safe and healthy in your home.

Our response to the Regulator of Social Housing’s letter on damp and mould

Together with the rest of the housing sector, we want to make sure that the tragic case of the passing of Awaab Ishak in Rochdale never happens again.

We will continue to deliver our Healthy Homes programme to tackle damp and mould, along with other interventions.

The Regulator for Social Housing asked us to respond with how we are tackling damp and mould in our resident's homes. Read a summary of our response (PDF).