myMoat Login (opens in new tab)
myMoat Login (opens in new tab)

Damp, mould and condensation

Woman holding a mug behind glass with condensation

Damp, mould and condensation

Everyone deserves to live in a safe, healthy home. That’s why tackling damp, mould and condensation is a priority for us.

From 27 October 2025, the first phase of Awaab’s Law introduced new legal requirements for social landlords. These rules set clear timescales for investigating and dealing with serious damp and mould concerns.

Find out more about Awaab's Law Read our damp and mould guide here (opens in new tab)

Helping you Spot it, Report it, Sort it

Our Spot it, Report it, Sort it campaign helps you spot damp, mould and condensation early and report concerns as soon as possible. We provide practical advice and support to help you understand the causes and keep your home safe and healthy.

Head over to our campaign page now
Customer Services DSC 0935(1)

Report it

If you spot signs of damp and mould in your home, please call us straight away on 0300 323 0011 (opens in new tab).

This is the quickest way for us to understand the issue, assess any potential risks and make sure we take the right action as quickly as possible.

We'll talk through the problem with you, explain what will happen next and arrange any inspections or repairs that may be needed.

Stanhope PFI customers: Please call 01233 647396 (opens in new tab).

Awaab's Law update

Awaab’s Law gives social housing landlords clear timescales to investigate and respond to serious damp and mould where there may be a risk to customers’ health and safety.

We have included these requirements in the way we manage damp and mould reports, so concerns are recorded, assessed and dealt with as quickly and consistently as possible.

We want every customer to feel safe and comfortable in their home. If you notice damp, mould or anything that does not feel right, please tell us as soon as possible so we can investigate it and take the right action.

Find out more about Awaab's Law Read our Awaab's Law FAQs (opens in new tab)

  • Supporting you

    We've improved our approach to damp and mould to make it faster, clearer and focused on your wellbeing. When you report a concern, we'll explain what happens next, keep you updated and provide clear timescales for inspections, repairs and follow-up actions.

    Read our information guide to see how we manage damp and mould in your home and the timescales you can expect us to follow.

    Read our damp and mould guide here (opens in new tab)

  • Supporting our shared owners and leaseholders

    If you're a shared owner or leaseholder, you're responsible for managing damp and mould within your home. However, if you notice damp or mould in a communal area, please let us know.

    Where we don't own the building, we'll work with the managing agent to ensure the issue is reported and addressed.

    Call us straight away on 0300 323 0011 (opens in new tab) or if you're a Stanhope PFI customer, please call 01233 647396 (opens in new tab).

  • We're here to help

    We understand that rising energy costs can make it more difficult and stressful to keep your home warm. If you’re concerned about your heating bills, our Income and Advice team is here to offer practical support and guidance.

    Whether you need help managing your costs or understanding what assistance is available, we’re just a call or message away. 

    Get in touch with us today