Report damp and mould

At SHP we take damp and mould very seriously and we're working as fast as we can to address reported cases. 

Read our Damp and Mould Leaflet and our  Damp and Mould Policy - September 2025.pdf [pdf] 649KB

How to report damp and mould

Call our Customer Experience Team immediately on 020 8915 2000 Monday to Friday, 9AM to 5PM, stating that you need to report a damp or mould in your home. This will allow us to pick up your report immediately and ensure it is flagged for action within the new timescales.

Give us as much detail as you can, including whether anyone in your household is vulnerable, and include pictures of the affected areas.

Damp and mould response times

Dangerous damp and mould that poses a significant risk of harm to your health and safety must be investigated within 10 working days and then must be made safe within a further five working days.

If the works is extensive, we must take steps to begin work (like booking appointments) within five working days of your report to us, and complete works within 12 weeks.

When you report damp and mould to us, we must take your circumstances into account when assessing the risk of an issue, including how the problem is impacting your household, and whether anyone in your household is vulnerable.

What should I do about damp and mould?

  • To kill and remove mould, wipe down walls and window frames with a fungicidal wash which carries a Health and Safety Executive ‘approval number’. Follow the manufacturer's instructions precisely

  • Dry-clean mildewed clothes, and shampoo carpets. Disturbing mould by brushing or vacuum cleaning can increase the risk of respiratory problems so make sure that your home is ventilated while you do this

  • After treatment, redecorate using a good quality fungicidal paint to help prevent mould. Note that this paint is not effective if overlaid with ordinary paints or wallpaper

  • The only lasting way of avoiding severe mould is to eliminate dampness.

Preventing mould and condensation

If your windows are getting steamy or your window ledges are wet then there’s too much moisture in the air. Here are some tips to help you prevent condensation and mould in your home:

Step 1 Temperature Set your heating to come on for a longer period but at a lower temperature; spikes in temperature from very warm to very cold create the perfect conditions for condensation to form. Step 2 Ventilation Make sure you always have your extractor fans on when you’re in the shower or bath, or when you’re cooking, and keep the kitchen or bathroom doors closed too. Step 3 Remove excess water

 

Step 4 Air rooms Open windows when you can to let fresh air in and moist air out - especially first thing in the morning. Step 5 Dry washing Dry your clothes outside, if you can - if that’s not an option then think about drying them in the bathroom or kitchen, keep the extractor on, a window open and the doors closed. Step 6 Allow air space around furniture Make sure your furniture is away from radiators and external walls as this stops air moving around your home.

Step 7 Put lids on pans Keep lids on your pans when you’re cooking to stop steam escaping. Step 8 Tumble drying If you have a tumble dryer, make sure it’s ventilated outside. Step 9 Clean away mould If you do get mould, use a mould cleaning product to remove it. 

 

For leaseholders

If you own your own home and intend to replace your window units at any time, make sure that the new frames incorporate trickle ventilators.

Insulation in the loft, cavity wall insulation and draught proofing of windows and outside doors will help keep your home warm and you will have lower fuel bills as well. When the whole home is warmer, condensation is less likely.

Help with insulation costs

Check your eligibility for support from the government’s Great British Insulation Scheme.