1. Introduction
1.1. Waverley Borough Council (WBC) acknowledges its responsibilities as a social landlord to provide safe, warm, and healthy homes for all tenants. These obligations arise under several pieces of legislation, including the Landlord and Tenant Act 1985, the Homes (Fitness for Human Habitation) Act 2018, the Housing Act 2004, and the Environmental Protection Act 1990. They are further strengthened by the Social Housing (Regulation) Act 2023, which enhances regulatory oversight, and the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025 and Awaab’s Law.
1.2. The Council recognises that damp, mould and condensation are not matters of “tenant lifestyle” but serious housing hazards that can cause significant harm to health and wellbeing. Our approach is therefore one of zero tolerance: every case must be investigated promptly, addressed fairly, and resolved within the statutory timescales, in accordance with the Housing Ombudsman’s Spotlight Report on Damp and Mould (2021) and Follow-up Report (2023).
2. Purpose
2.1. The purpose of this policy is to set out how WBC will manage, remediate and prevent damp, mould and condensation across all its housing stock. It provides clarity for tenants on their rights, explains the responsibilities of the Council as landlord, and outlines the practical steps that will be taken to ensure homes remain fit for habitation.
2.2. This policy also ensures compliance with Awaab’s Law, which from 27 October 2025 places strict duties on social landlords to investigate and resolve damp and mould hazards within fixed timeframes. It underpins the Council’s wider objective to maintain decent, healthy homes and to act transparently and responsibly in partnership with tenants.
3. Scope
3.1. This policy applies to all WBC-managed housing, including communal areas and homes identified for disposal or demolition, for as long as they remain occupied. It covers all employees, contractors, and agents acting on behalf of the Council.
3.2. It does not extend to private rented accommodation or leasehold properties, except in cases where the Council retains responsibility for the external fabric of the building.
4. How the Council Deals with Damp and Mould
4.1. Our Commitments
4.1.1. Waverley Borough Council is committed to prioritising the identification, investigation and removal of damp, mould and condensation in all its homes. We will continually improve our approach by investing in better data collection, developing new Key Performance Indicators to measure outcomes, and improving both internal and external communication with tenants.
4.1.2. Staff training will be enhanced so that all officers and contractors are fully equipped to identify and respond appropriately to damp, mould and condensation issues.
4.2. In Unoccupied (“Void”) Homes
4.2.1. When a property becomes vacant, the voids team will inspect the building before it is re-let. This inspection will cover plumbing installations, the roof, guttering, external façades, and the property’s ventilation and past damp and mould history. The team will check for signs of rising or penetrating damp and will ensure that the home has working humidity tracking extractor fans in the kitchen and bathroom as well as a functioning heating system.
4.2.2. Accurate records will be taken and reported to the Damp and Mould Officer, and no void property will be returned to use unless it has been verified as free from damp and mould.
4.2.3. Where properties have a mould history, a Positive Input Ventilation will be installed prior re-letting.
4.3. In Occupied Homes
4.3.1. All reports of damp and mould in occupied homes will be investigated. The Council guarantees that every reported case will be inspected and assessed, with appropriate remedial and preventive works arranged where required.
4.3.2. Housing Maintenance Offciers will also provide tenants with practical guidance on how to heat and cross ventilate their homes effectively.
4.3.3. The remedial works will include mould removal and treatment.
4.3.4. The preventive works will include but not limited to: installation of humidity tracking extractor fans in the kitchen and bathroom; installation of Positive Input Ventilation; trim internal doors to minimum 10mm gap underneath to allow air circulation.
4.3.5. Other related preventive works may include: top up loft insulation; window checks and repairs; roof and gutter leaks; other leaks checks and repairs.
5. How to Report Damp and Mould
5.1. Any resident concerned about damp or mould in their home should contact the Housing Customer Service team.
5.2. Reports can be made by telephone on 01483 523054, by email to housingcustomerservices@waverley.gov.uk or via the Council’s online reporting system.
5.3. The Council also accepts referrals from third parties, including general practitioners, adult and children’s social services, contractors, and other professionals who may encounter damp and mould during their work. All reports, regardless of source, will be logged and investigated in line with statutory requirements
6. Statutory Timeframes for Investigation and repairs under Awaab’s Law
- investigate any potential emergency hazards and, if the investigation confirms emergency hazards, undertake relevant safety work as soon as reasonably practicable, both within 24 hours of becoming aware of them
- investigate any potential significant hazards within 10 working days of becoming aware of them
- produce a written summary of investigation findings and provide this to the named tenant within 3 working days of the conclusion of the investigation
- undertake relevant safety work within 5 working days of the investigation concluding, if the investigation identifies a significant hazard
- begin, or take steps to begin, any further required works within 5 working days of the investigation concluding, if the investigation identifies a significant or emergency hazard. If steps cannot be taken to begin work in 5 working days this must be done as soon as possible, and work must be physically started within 12 weeks
- satisfactorily complete works within a reasonable time period
- secure the provision of suitable alternative accommodation for the household, at the social landlord’s expense, if relevant safety work cannot be completed within specified timeframes
- keep the named tenant updated throughout the process and provide information on how to keep safe
7. Council and Tenant Responsibilities
7.1. Council Responsibilities
7.1.1. As landlord, WBC will take responsibility for investigating, remediating and preventing damp, mould and condensation. All cases will be recorded in the Damp, Mould and Condensation Case Management System, which will serve as the definitive record of actions taken. Council staff and contractors are trained to identify issues during visits, and proactive inspections will be undertaken in higher-risk properties.
7.1.2. Where major works are required, or statutory deadlines cannot be met, WBC will provide suitable alternative accommodation for tenants until their homes are made safe. After works are completed, the Council will follow up with inspections and tenant surveys at 12 months to confirm that the problem has not returned.
7.2. Tenant Responsibilities
7.2.1. Tenants are expected to report issues as soon as they arise, allow access for inspections and repairs, and use ventilation and heating systems appropriately.
7.2.2. While tenants are responsible for reasonable upkeep of their homes, the Council recognises that damp and mould are fundamentally a landlord responsibility.
7.2.3. To support tenants, the Council will provide advice on reducing and preventing condensation, issue educational materials, and offer additional support to those who are vulnerable.
7.3. Tenants with Vulnerabilities
7.3.1. The Council recognises that some tenants are more vulnerable to the effects of damp, mould and condensation, including young children, elderly residents, people with disabilities, and those with respiratory or immune system conditions. In such cases, the Council will prioritise inspections and remedial works. These cases will be deemed as ‘urgent’ during the triage.
7.3.2. All staff visiting homes, including those from Children’s and Adults’ Social Care, are trained to look for signs of damp, mould and condensation and to report concerns directly to Housing Customer Services.
7.3.3. Where surveyors identify wider contributory factors, such as hoarding, mental health concerns, or fuel poverty, these will be referred to the appropriate support services.
7.4. Redecoration
7.4.1. Once the Council has carried out any remedial works, mould treatments and made good any damage caused by water stains and mould, the surfaces will be left ready for decoration. Tenants are responsible for redecorating.
7.4.2. In certain circumstances, on a case-by-case basis, the Council may carry out redecoration works and will consider how best to assist vulnerable or disabled tenants with redecoration.
7.4.3. Where there is damage due to disrepair, the obligation is on the landlord to both repair and make good including any redecoration.
8. Communication and Support
8.1. The Council will maintain open communication with tenants throughout the reporting, investigation, and repair process.
8.2. Written updates will confirm inspection dates, findings, expected timescales, and safety guidance.
8.3. Where statutory timescales cannot be met, tenants will be informed.
8.4. The Council will also continue to issue advice on preventing damp and mould and will maintain follow-up contact after works are complete.
9. Record Keeping and Monitoring
9.1. WBC will maintain accurate records of all cases, including inspection notes, reports, pictures, communications, and outcomes.
9.2. These records will be available for review and used internally to measure compliance and performance.
9.3. Quarterly monitoring will be undertaken by the Damp and Mould Officer, and lessons learnt will be incorporated into future practice.
10. Complaints and Redress
10.1. Tenants dissatisfied with the handling of their case may raise a complaint through the corporate complaints procedure.
10.2. Where disrepair has caused damage, the Council will make the repairs good and carry out redecoration, with additional support provided to vulnerable households.
11. Policy Review
11.1. This policy will be reviewed annually or sooner if legislative or regulatory changes are required.
11.2. It will also be updated in response to lessons learnt from complaints, Ombudsman investigations, and monitoring data.
12. Related Information
12.1. This policy should be read in conjunction with the Tenancy Agreement and the Repairs and Maintenance Policy. It is also supported by national guidance and reports from the Housing Ombudsman and the Regulator of Social Housing.
Publication date: September 2025
Date of next review: September 2026