Damp and mould

Helping you Spot it, Report it, Sort it

Back in 2022, we launched our Spot it, Report it, Sort it awareness campaign to make it easier for you to recognise the signs of damp and mould early, and know what to do next.

We keep this campaign up to date, so you always have access to the latest advice, practical tips and support.

Take a look at our campaign video, our policy and our information guide for more info.

Spot it
Look out for early signs, such as:
- Water damage or leaks
- Musty, damp smell
- Black spots on walls, floors, windows
- Peeling or discoloured paint
- Cold, damp walls and floors
Read our information guide for more info.
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Report it
As soon as you notice any signs of damp or mould, let us know. Don't wait for the problem to get worse. You can report any damp or mould concerns to us:
- By telephone: 0300 323 0011
- By email customer@moat.co.uk
- On our online portal myMoat
- By telling us in person to any Moat employee
- Writing to us at: Moat, Mariner House, Galleon Boulevard, Dartford DA2 6QE
Stanhope PFI customer? contact 01233 647396 or email stanhopecustomer@moat.co.uk
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Sort it
When you report damp and mould to us, we will listen to your concerns and work with you to sort it. We will:
- Respond promptly and arrange an inspection appointment based on the urgency of the issue.
- Share the findings with you, within three working days, if significant damp is found.
- Treat and repair minor repairs within 21 days. And aim to complete major works within 12 weeks.
- Provide you regular updates and follow-up any repair work after three months.
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Awaab's Law

From Monday 27 October 2025, a new law called Awaab’s Law comes into effect, that sets strict deadlines for social housing landlords to investigate and fix damp and mould that presents a significant risk in homes.

We’re already committed to tackling damp and mould as quickly as we can, and Awaab’s Law helps support this.

Keep on top of condensation

As the weather gets colder, your home becomes more likely to experience condensation - and if left unchecked, this can lead to damp and mould.

To help you manage condensation and reduce the risk of damp and mould, watch our 'keeping condensation under control' video.

Top tips to reduce moisture

Since we launched our Spot it, Report it, Sort it campaign back in 2022, 64% of damp and mould cases reported occurred in bathrooms or kitchens - these areas are especially vulnerable due to their exposure to moisture and condensation.

Take a look at our 'top tips' video to find out ways you can reduce moisture in your home.

Read our information guide for more info