Damp, mould and condensation

Your rights as a tenant 

• You have the right to live in a safe, healthy home free from harmful damp, mould, and condensation. 
• Your landlord must investigate and fix these hazards quickly, within strict legal timeframes. 
• They must keep you updated during the repair process. 

What you must do 

• Report issues promptly: Contact Waverley Borough Council as soon as you notice signs of damp, mould, or condensation. Early reporting is essential. 
• Provide detailed information: When reporting, include all rooms affected, such as hallway/landing, bedrooms, kitchen, bathroom, living/dining areas. 
• Send photographs of the signs of damp and mould, including any damage to your belongings to help us assess
• Give a phone number and email address: Your phone number and email is required to help the council respond faster and keep you informed. 
• Allow access: Grant access to your home for inspections and repairs promptly to avoid delays. 

How to report a damp and mould issue 

Damp and mould aren’t just unsightly; they can seriously affect your health and damage your home. If you’ve spotted black patches on walls, a musty smell, or persistent condensation, it’s time to act. 

Report damp and mould in your home

What to expect after reporting damp and mould 

You will receive an acknowledgment letter or email confirming your report. 

The letter or email will include: 

• Information on the next steps and key timeframes. 
• Details on how you will be kept updated. 
• Support options if you need extra help. 

Response times landlords must follow 

• Emergency hazards: Investigated and actioned within 24 hours. 
• Significant hazards: Investigated within 10 working days; repair started within 5 working days. 
• A written investigation summary is sent to you within 3 working days of conclusion. 
• Further works to start within 5 working days or as soon as possible, not exceeding 12 weeks. 

How to prevent damp and mould 

• Keep your home warm.
• Well-ventilate your home by leaving internal doors open, unless cooking, showering or drying clothes.
• Try to open windows between five to ten minutes each day, including internal doors to allow for good cross ventilation (open windows on either side of the room) around the home.
• Do not open windows all day or night if it is cold outside.
• Do not block or switch off any ventilation units.
• Keep furniture and belongings away from walls, ensure you leave a gap.
• Don’t overfill cupboards and wardrobes.
• Report any sign early and take pictures of the areas where the issue is and belongings damaged by mould.

If you need any support heating your home, visit our cost of living page about your home and energy costs.

More information 

See our Damp and Mould Policy for more details.

For further information, contact our Customer Services team on 01483 523054 or email housingcustomerservices@waverley.gov.uk