Please tell us as soon as you can if you’re concerned about damp and mould in your home | News

No matter how big or small you think the issue is – if you’re concerned about damp and mould in your home, please tell us as soon as you can by calling 01204 328000. Our dedicated teams are here to help.

In this two-minute film, Robbie, one of our supervisors, explains what happens when you report damp and mould-related issues to us.

Here’s a quick overview:

1. When you get in touch, we’ll ask you some important questions about the issues in your home. This helps us to assess your situation right away.
2. After they’ve reviewed your report, our technical team will be in touch to arrange what’s known as an initial triage visit. During the visit, we’ll take photos of any damp/mould, treat it where possible, and identify and underlying causes.
3. After this visit, one of our senior building surveyors will review the information and photos to determine the best course of action.

We’ll tailor our solutions depending on how your home has been affected. For example, we might arrange a further mould treatment, a damp inspection by one of our surveyors, ventilation systems to be installed/serviced, or put other specialist solutions in place for your home. It’s really important you allow us access into your property for these scheduled visits.

We're getting better at how we do things so that we can respond to outstanding cases faster. Plus, we’re on-track to meet the important requirements set out in Awaab’s Law (which comes into effect this October).

Awaab’s Law sets clear legal timeframes for how quickly housing associations like us need to investigate and resolve damp and mould-related issues. It’s being introduced to ensure that no one’s health is put at risk by unsafe living conditions, and it reinforces our commitment to safe and healthy living conditions for everyone.

We’re committed to going beyond compliance. We want to learn from every case, listen to your feedback, and continue to improve how we respond.

For more information on dealing with damp, mould, and condensation issues, as well as what we’ll do when you report them, just tap: www.boltonathome.org.uk/damp-condensation-mould.

Just in case you haven’t heard, we’ll be known as Be One Homes from April 2026. To learn more about the rebrand and what it means for you, please visit www.beonehomes.com. You can continue to use the Bolton at Home website for everything else for the time being, and we’ll keep you updated as things change.