Damp, Mould and Condensation Policy

Date approved: September 2025
Review date: September 2028

Please be aware that this full policy may include acronyms or technical jargon used internally within Raven. If you have any questions, please contact us.

1. Purpose of the policy

1.1. Outlines Raven Housing Trust’s approach to managing reports of damp, mould, and condensation, with a proactive focus on protecting our customers and homes.

1.2. Aligns with statutory requirements and industry best practice to ensure legal compliance and consistent, fair treatment for all customers.

1.3. Supports the safety and wellbeing of our customers by reinforcing our responsibility to provide good quality, safe, and secure homes.

1.4. Confirms our commitment to taking all reports of damp, mould and condensation seriously and resolving hazards that pose a significant risk to tenants.

1.5. Commits to carrying out effective investigations and implementing all reasonably practicable repair solutions to address and manage damp, mould, and condensation.

1.6. Ensures we protect the structure of our homes from deterioration or damage caused by damp, mould, and condensation.

1.7. Designed to be read alongside Raven Housing Trust’s Damp, Mould and Condensation Procedure, which details the operational processes.

2. Scope of the policy

2.1. This policy applies to all Raven Housing Trust employees, contractors, and stakeholders involved in addressing issues related to damp, mould, and condensation.

2.2. For leaseholders and shared owners, Raven will meet its responsibilities as outlined in the terms of the lease.

2.3. This policy does not override existing tenancy agreements or lease terms, nor does it remove the shared responsibility of residents to care for their home and take reasonable steps to prevent and address damp, mould, and condensation.

2.4. The policy ensures alignment with Raven’s values and reinforces our commitment to
supporting customers in maintaining a home to be proud of.

3. Detailed policy content

3.1. Raven Housing Trust will work collaboratively with customers to identify causes and agree actions to resolve issues where damp, mould and/or condensation is present. Responsibilities may lie with both Raven and the customer.

3.2. We are committed to ensuring that every customer has a good quality, safe, and warm home, in line with our long-term investment and sustainability goals.

3.3. Raven Housing Trust will ensure that staff and contractors receive appropriate training to report, diagnose, and treat damp, mould, and condensation.

3.4. Our Major Works Investment Programme prioritises improving energy efficiency, aiming to bring properties up to EPC C and Net Zero standards where achievable.

3.5. Raven Housing Trust is committed to taking a proactive approach to identifying and managing damp, mould, and condensation using data, technology, and risk-based prioritisation.

3.6. We use property condition data, historic repair trends, and customer vulnerability profiles to identify homes at higher risk and prioritise inspections and interventions accordingly.

3.7. We implement the use of sensors for remote diagnostics in selected properties, to monitor humidity, temperature, and other indicators that may signal early-stage damp or mould issues.

3.8. Insights gained through data monitoring will help long-term investment and asset management planning. As well as customer engagement strategies.

3.9. Raven Housing Trust Responsibilities include:

• Investigate and diagnose the cause of damp, mould, and condensation, and implement effective solutions to address the root cause.
• Maintain clear communication with customers, including sharing investigation findings and providing a schedule of works with timelines for remedial actions.
• Make reasonable adjustments for households where appropriate.
• Provide accessible reporting channels for customers to raise issues and track progress.
• Carry out thorough inspections and any necessary remedial works during the ‘void’ stage to address damp, mould, and condensation before re-letting a home.
• Ensure all staff and contractors are trained and competent to investigate and resolve damp, mould and condensation issues.
• Offer clear and accessible guidance to customers on preventing damp, mould, and condensation through proper ventilation, heating, and moisture control.
• Ensure customers have access to Raven Housing Trust’s internal complaints procedures, which follow the Housing Ombudsman’s Complaints Code.
• Where Raven is the managing agent, we will meet the policy and legal timeframes set out in our contractual obligations.
• Where Raven is not the managing agent and no specific contract applies, we will apply our standard policy timeframes to meet our responsibilities.
• Raven Housing Trust recognises that some customers may face challenges in fulfilling their responsibilities and will provide support, advice, and guidance where needed.

3.10. Customer responsibilities include:

• Take reasonable steps to manage the home to prevent and address damp, mould, and condensation, including maintaining adequate heating and ventilation.
• Customers are responsible for promptly reporting any damp, mould, or condensation in their home.
• Regularly check for signs of leaks and report any issues promptly, including faulty equipment such as windows or heating systems.
• Comply with tenancy or leasehold obligations, including allowing Raven staff and contractors access for inspections and remedial works.

4. Definitions

4.1. Damp is generally categorised into three main types. Understanding the differences helps with accurate diagnosis and effective treatment.

4.2. Three main categories of damp:

4.2.1. Penetrating damp: this occurs if water (rainwater or otherwise) is coming in through a wall or roof, (for example under a loose roof tile) or through cracks. It can be identified by:

• Discolouration of internal walls or ceilings.
• The presence of tidemarks or salt deposits.
• Blown or blistered plaster.
• Rusted nails in skirting boards and floor timbers.
• Random damp patches to walls and ceilings (at any height) may appear and be severe
• Black mould around the source of the leak may be present.

4.2.2. Rising damp: this is relatively rare and occurs where there is a problem with the damp proof course (dpc). Rising damp results in bricks becoming porous and means water will flow from the ground level and be carried up the brickwork. This will transfer moisture from wet bricks to dry ones. Like penetrating damp, rising damp usually leaves a tide mark.

4.2.3. Condensation: this occurs when the moisture in the air becomes cooler and tiny water droplets appear on the surface. Condensation is caused by: –

• Humidity of indoor air
• Low temperature
• Poor ventilation
• Poor insulation
• Overcrowding

Condensation usually happens during cold weather and appears on cold surfaces and places where there is little movement of air. For example, in corners of rooms, on or near windows, in or behind furniture. If left untreated, mould will begin to grow when the humidity levels are 70% or above for any prolonged length of time.

5. Applicability

5.1. This policy applies to all Raven Housing Trust customers living in Raven rented properties and communal areas, as well as leaseholders and shared owners, recognising that leaseholders’ and shared owners’ responsibilities are governed by their individual lease agreements.

5.2. All Raven staff and contractors with involvement in managing damp, mould, and condensation issues are also covered by this policy.

5.3. There are no exclusions from the policy; and any necessary variations are addressed.

6. Related policies and references for more information

Housing Ombudsman Repairing Trust Spotlight Report

Housing Ombudsman’s Complaint Handling Code

Decent Homes Standard

Social Housing White Paper: Levelling up

Awaab’s Law

Housing Ombudsman Damp and Mould Spotlight Report

RSM – A pathway to improvement

7. Implementation procedures

7.1. This policy is supported by Raven Housing Trust’s Damp, Mould and Condensation Procedure, which outlines in detail how we achieve the goals of this policy, in line with current legislation, service level agreements (SLAs), and best practice.

7.2. Raven Housing Trust will prioritise reports of damp, mould, and condensation based on their severity and potential impact on residents’ health and safety. This assessment will determine the priority level of the repair and the associated target completion timeframe, which is automatically assigned within our systems as follows:

• Emergency repairs – attended to within 24 hours
• Urgent repairs – addressed within 7 calendar days
• Routine repairs – completed within 28 calendar days

7.3. The procedure ensures clear responsibilities, timelines, and actions required to diagnose, manage, and resolve damp, mould, and condensation issues effectively.

7.4. We are committed to ensuring all homes are safe, healthy, and free of hazards, and will act promptly in accordance with Awaab’s Law and other relevant legislation.

7.5. Where this policy is customer-facing, it will be made available on the Raven Housing Trust website to ensure transparency and accessibility.

7.6. Education and Communication

7.7. Clear, consistent, and accessible information will be made available to customers across multiple channels, including our website, social media, Raven Times, and other appropriate communication platforms.

7.8. Customers will be provided with guidance on:

• Causes of condensation, damp, and mould.
• Preventative actions and how to manage the issue if it occurs.
• What falls under Raven Housing Trust’s responsibilities and what is expected from customers.

7.9. Information will be regularly updated and promoted to ensure ongoing awareness.

7.10. Printed materials such as leaflets, posters, and Raven Times articles will be used to reach customers who may prefer or require non-digital communication.

7.11. Customer information drop-in events will be held at community centres, particularly in high housing stock areas during autumn, to offer advice, answer questions, and provide direct support.

7.12. Training
7.13. Raven Housing Trust is committed to ensuring all relevant front-line staff understand their roles and responsibilities in line with this policy.

7.14. We ensure our in-house teams, contractors, and consultants are trained and competent to diagnose and address damp, mould and condensation effectively.

7.15. Training is regularly reviewed and updated to meet the latest standards, legal requirements, and sector best practices.

7.16. Learning from complaints

7.17. Raven Housing Trust is committed to learning from customer feedback and complaints relating to damp, mould, and condensation.

7.18. Complaint trends are regularly reviewed to identify root causes and areas for improvement.

7.19. Actions taken and learnings identified, because of complaints, are monitored to ensure continuous improvement and a proactive approach to issue prevention.

7.20. Self-Assessment

7.21. Raven Housing Trust carry out quarterly self-assessments of our approach to Damp, Mould and Condensation.

7.22. We use the Housing Ombudsman’s Spotlight Reports and other sector guidance to benchmark performance and identify areas for improvement.

7.23. Findings from these assessments will feed into service improvement plans and will be shared with relevant teams.

7.24. Governance

7.25. Raven Housing Trust will monitor the effectiveness of this policy through clear Key Performance Indicators (KPIs), internal audits, and regular performance reviews.

7.26. Policy compliance and performance will be subject to Board oversight, with regular reporting to ensure accountability and alignment with statutory and regulatory requirements, including those introduced under Awaab’s Law.

8. Policy impact

8.1. This policy sets out Raven Housing Trust’s commitment to proactively identifying, managing, and resolving issues of damp, mould, and condensation in our homes.

8.2. It reinforces our legal and regulatory obligations, supporting compliance with the Housing Ombudsman’s Complaint Handling Code, the Decent Homes Standard, and health and safety legislation.

8.3. Any customer who is not satisfied with our approach to assessing or managing their damp, mould and condensation concerns has the right to make a complaint. All complaints will be investigated and responded to in line with Raven Housing Trust’s published complaints procedure.

8.4. By defining clear responsibilities for both Raven and our customers, the policy promotes a shared approach to maintaining healthy living environments.

8.5. The policy supports our wider strategic goals, including:

• Delivering high-quality, safe, and energy-efficient homes.
• Improving customer satisfaction and trust.
• Reducing long-term repair and maintenance costs by addressing root causes early.
• Supporting environmental targets, such as improving EPC ratings and contributing to Net Zero goals.

8.6. It ensures consistent and fair service delivery, especially for vulnerable residents, through a combination of clear communication, accessible advice, and practical support.

8.7. No person experiencing damp, condensation, or mould in their home will be discriminated against or receive a lesser standard of service due to their protected characteristics or for raising concerns.

8.8. All Board members, staff, and involved residents are expected to uphold Raven’s policy on equality and diversity, and to avoid any form of discriminatory behaviour or language.

8.9. Internally, it guides operational decisions, ensures alignment across teams, and enhances
accountability by providing a framework for training, inspection, and monitoring