Help With Damp, mould and condensation

Help to deal with damp, mould, and condensation

We want our customers to live in dry and mould-free homes. If you’re experiencing problems with damp, mould and condensation, we want to fix this as soon as we can.

To identify how best we can help, please request help with damp by filling out our online form. The form will help us identify:

  • What type of damp, mould or condensation issues you’re experiencing.
  • If you have any outstanding repairs.
  • If there are any health and safety concerns, including any conditions in your family.

If you prefer to speak to someone, you can contact us on 020 8221 4000 or email us at

What is penetrating damp?

Penetrating damp is when moisture enters your home from above ground – for example, a roof leak or leaking pipes inside or outside the building, cracks in brickwork or renderor high ground levels which enable moisture to get into the structure of the building. This type of dampness will damage the building fabric and can be costly and disruptive to put right if not dealt with quickly. It will also increase the likelihood of condensation as humidity levels will be higher than they should be. Because penetrating damp is caused by repair issues it is our responsibility as your landlord to deal with it. If you have a penetrating damp problem, contact us straight away. We will either arrange an inspection by a surveyor or one of our contractors to help diagnose and resolve the repair. 

What is condensation?

Condensation is when moisture is generated internally. It occurs when warm moist air comes into contact with cooler surfacesand the moisture in the air then condensesleaving water behind on these colder surfaces. Condensation related dampness is most closely associated with mould growth. 

It can happen if the property is not regularly aired/ventilated or if the heating isn’t used enough, we ask all our customers to please make sure their homes are well ventilated and heated. It can also be caused by poor insulation, or faulty heating and ventilation systems, all of which are our responsibility as your landlord.

The following things can help to lessen the problem: 

  • Check the extractor fans in your bathroom and kitchen are working. Let us know if they need to be repaired. When bathing, showering, and cooking switch the fan on and keep the door closed to prevent moist air travelling to the other areas of your home.  
  • Try to keep your home properly heated. It usually helps to have a low background temperature of at least 15 degrees in all rooms. (21 degrees is what people typically find to be a comfortable temperature). We know that some of our customers struggle to cover their energy bills. Price comparison websites such as and can help you switch tariffs and reduce bills.   
  • If you have outside space, dry your washing outside. (please check the rules for drying clothes on balconies beforehand).
  • Make sure any vents on your windows, walls or ceilings are not blocked.
  • A few mornings each week, as a temporary measure, wipe away any moisture from areas which are prone to condensation such as windows and corners of rooms (particularly near the floor) to help reduce the likelihood of mould growth occurring.

We are working on improving the energy efficiency of our homes as we know this has the biggest impact on preventing damp and condensation. We are continuing our programme of replacing windows, doors, and roofs and are looking at how we can better insulate our homes.  

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