Damp and Mould Policy consultation

You wanted the policy to recognise the impact damp and mould issues can have on you and your home.

We have made this the focus of the damp and mould service offer, with 1.1 detailing how customer health and safety is paramount in our approach in dealing with damp and mould.

You wanted us to recognise your unique circumstances and how they may be impacted by issues with damp and mould.

We have ensured this is recognised in our approach to damp and mould issues, with 1.4 detailing we will make reasonable adjustments to how we deliver the service, based on your circumstances, disabilities, and support needs.

You wanted to understand how we categorise and prioritise reported issues of damp and mould.

We have included references to our severity categories and provided information on what is considered when applying a category to the issues you report.

You wanted clear information on the responsibilities of our Damp and Mould team with language that is not open to interpretation (such as ‘completion of jobs’)

We have detailed the key responsibilities with the Damp and Mould team, with clear information on what each role will provide, for example 4.4 details the role of team leaders and operatives in completing repairs that have caused damp and mould issues, together with repairs needed to put affected areas back to their original state.

You wanted to understand our approach to tackling your damp and mould issues after they have been reported.

We have added 6.4 to detail how we assess and prioritise your issue, together with how we ensure our performance is managed; in this instance based on our response times.

You wanted to understand our approach to investigating your damp and mould issues at your home.

We have added 6.5 to detail our approach and what you can expect from visits to your home during the investigation of your issue.

You wanted to see references to improvements we have made and lessons we have learned from your previous experiences reporting damp and mould.

We have added 6.6 to highlight the investment made into a specialist damp and mould team, solely focused on resolving your reported damp and mould issues.

You wanted confidence in our approach to damp and mould where we cannot confidently identify the cause of your issues, or when you have concerns in our assessments or the work we have carried out, that you would not be left with unresolved issues.

We have added 6.7 to highlight how we will enlist independent and external specialists to ensure work is completed to a standard you are happy with.

You wanted to have confidence that we understand the emotive nature of damp and mould issues and the impact they can have on your home, together with the importance of not assigning blame for damp and mould issues occurring.

We have added 6.8 to detail how we will not apportion blame when we provide guidance, information and tools to help you prevent damp and mould issues.