Damp, Mould and Condensation Policy

This document should be used by all colleagues, customers and stakeholders of YHG to understand the obligations placed upon YHG to maintain a safe environment for their customers and colleagues within the homes of each customer and within all buildings.

This policy applies to all assets within YHG’s portfolio where YHG have a maintenance responsibility. Leaseholders should check the detail of their lease agreement to understand their maintenance responsibilities.

The Director of Repairs and Maintenance has reviewed this policy with input from representatives from the wider business.

As part of the review of this Policy and in line with the Home Standard consultation, a review by the Customer Connect panel has been undertaken. This policy is also subject to approval by the Customer Services Committee before publication.

DMC is caused by excess moisture. Moisture in buildings can be caused by leaking pipes, rising damp in basements or ground floors, or rain seeping in because of damage to the fabric of the building, roof or around window frames.

A newly built home may be damp if the water used when building it is still drying out – for example, in the plaster on the walls. Excess moisture indoors can also be caused by condensation.

DMC-related health outcomes may affect people regardless of age or current health; the frail elderly, very young children and those with other vulnerabilities are potentially more at risk.

We recognise that our customers have diverse needs and that in some circumstances customers may require additional assistance. YHG, in adherence to our Repairs Policy and Vulnerability, Support for Customers & Reasonable Adjustments Policy, are committed to ensuring the repairs service is accessible by all and where required we may adjust response times and increase our service offering on a case-by-case basis.

If customers require additional assistance, every attempt will be made to identify any individual circumstances at first point of contact to ensure all operatives and colleagues are aware when visiting customers’ homes and, where necessary, make reasonable adjustments to conduct the repair.

The main types of damp are:

Rising Damp

movement of moisture from the ground rising through the structure of the building though capillary action (a phenomenon in which liquid spontaneously rises or falls in a narrow space such as a thin tube or in the voids of a porous material)

Penetrating Damp

water penetrating the external of a structure or internal leaks causing damage to the internal surfaces or structure. Causes of penetrating damp may be due to:

• Defective components – for example, external wall doors and windows, roof coverings.
• Defective or blocked rainwater gutter and pipes.
• Defective or leaking internal waste pipes, hot and cold water and heating systems.
• Water ingress through brickwork, leaks or defective design of the structure.
• Flooding.

Condensing Damp

moisture held in warm air meeting cold surfaces, subsequently condensing and causing water droplets. Causes of condensation may be due to:

• Excess moisture – for example, pans do not have lids on when cooking and drying washing inside the property without adequate ventilation
• Lack of ventilation – for example, windows are not opened, trickle vents are closed, extractor fans are not used, furniture is placed too close to external walls
• Inadequate heating resulting in the property repeatedly being below 21 degrees Celsius
• Defective insulation, for example where insulation has become dislodged in lofts
• Overcrowding, for example, insufficient bedrooms for the number of occupants (as per the legal definition).

Mould is a natural organic compound that develops in damp conditions and will only grow on damp surfaces. It is often noticeable in situations where condensation damp is present.

The Social Housing White Paper published in November 2020 also set out a number of expectations placed upon social landlords, a number of these themes are appropriate to this policy, including:

• To know how your landlord is performing, including on repairs, complaints and safety, and how it spends its money, so you can hold it to account.
• To have your complaints dealt with promptly and fairly, with access to a strong ombudsman who will give you swift and fair redress when needed
• To be treated with respect, backed by a strong consumer regulator and improved consumer standards for tenants
• To have your voice heard by your landlord, for example through regular meetings, scrutiny panels or being on its board
• The government will provide access to help, if you want it, for you to learn new skills to ensure your landlord listens
• To have a good quality home and neighbourhood to live in, with your landlord keeping your home in good repair

In October 2021, the Housing Ombudsman issued a report to social landlords, recommending that they adopt a zero-tolerance approach to damp and mould. The report recognised the challenges for landlords tackling these issues, and identified best practice and 26 items for landlords to implement including:

• Greater use of intelligence and data to prevent issues.
• Adopting a consolidated policy for actions it may take based on diagnosis.
• Reviewing communication with residents to improve tone.
• Improve access to complaints to resolve issues, including alongside disrepair claims, and learn from them.

In June 2023, the Regulator of Social Housing issued a report (Damp and mould in social housing – learning the lessons) which relayed a summary of the responses they had received to a survey of social housing landlords undertaken in December 2022. The report 5identified, what the Regulator considered, were the better and weaker response to damp and mould issues. The report covered areas of:

• governance
• stock condition data and systems
• operational approach

In July 2023, the Social Housing (Regulation) Act received Royal Assent, and this also formally introduced ‘Awaab’s Law’ onto the statute books. In February 2025, the government confirmed the timelines for the implementation of Awaab’s Law, which will introduce time limits for social landlords to respond to potential hazards in residents’ homes. The following requirements will be introduced, in a phased approach:

From 27 October 2025

Social landlords will be required to address all emergency hazards and all damp and mould hazards that present a significant risk of harm to tenants in fixed timeframes.

Once a hazard is reported or we become aware of it, we will make an Initial Determination as to if it is an emergency hazard, significant hazard or it is out of scope of Awaab’s Law.

Emergency hazards requirements:

• • We will investigate any potential emergency hazards and if it is confirmed to be an emergency hazard, we will take emergency make safe action as soon as possible and within 24 hours of becoming aware.
  • If we are unable to resolve the emergency hazard and make the property safe within 24 hours, we will provide suitable alternative accommodation until the required safety works are completed.
  • We will begin or take steps to begin supplementary preventative work to prevent a hazard recurring within 5 working days of the investigation concluding.
  • If steps cannot be taken to begin work in 5 working days this will be done as soon as possible, and work will be physically started within 12 weeks. o A written summary of the investigation and conclusion will be provided within 3 working days of investigation conclusion.
  • However, if all required works (both to make the home safe and prevent the problem recurring) are completed before the end of the 3 working day period, a written summary will not be required but the customer will be kept informed.

Significant hazards requirements:

• • We will investigate any potential significant hazards within 10 working days of becoming aware.
  • We will undertake relevant safety work within 5 working days of the investigation concluding if a significant hazard is identified.
  • We will begin or take steps to begin supplementary preventative work to prevent a hazard recurring within 5 working days of investigation concluding.
  • If steps cannot be taken to begin work in 5 working days this will be done as soon as possible, and work will be physically started within 12 weeks.
  • A written summary of the investigation and conclusion will be provided within 3 working days of investigation conclusion.
  • However, if all required works (both to make the home safe and prevent the problem recurring) are completed before the end of the 3 working day period, a written summary will not be required but the customer will be kept informed.

YHG are committed to:

a) offering advice and assistance to customers living in our properties, including information on thermal comfort, and preventing condensation, and support from YHG’s Money Advice Team for customers who may be experiencing fuel poverty.

b) complying with legal and regulatory requirements.

c) implementing arrangements designed to ensure that:

• there is a suitable and sufficient response to initial reports of DMC.
• we identify the cause of damp occurring in the property and order remedial works where required within set timescales, including advice and assistance to the Customer.
• there is increased awareness for Customers through communication and information on how to combat condensation.
• YHG colleagues have adequate levels of basic damp and condensation awareness through effective training programmes.
• there is adequate review of DMC performance information within YHG to inform targeted interventions such as information campaigns.
• components are installed as part of the responsive repairs and maintenance service and planned investment programmes to prevent DMC.

Landlord Responsibilities

a) Within legislation YHG as a landlord are responsible for keeping the structure of our assets in good repair in addition to maintaining heating, sanitation and service installations. YHG is responsible for those installations that are fitted by us, or which have been adopted by us.

b) Ensure diagnosis and repairs are ordered aligned with those detailed in YHG’s Repairs & Maintenance Policy.

Customer Responsibilities

c) The Customer is responsible for ensuring no damage occurs to YHG Assets in line with their responsibilities as detailed within their tenancy agreement and should ensure they:

• Report any repairs that YHG is responsible for as soon as possible.
• Give YHG, or its contractors, access to the property, provided a minimum of 24 hours’ prior written notice has been given, in order to inspect or survey, carry out any repairs, servicing, treatment, modernisation, replacement or Improvement works; or safety inspections.

Customers will be provided with information and guidance on minimising condensation in their home via newsletters and the YHG website. There are also small, practical actions customers can take to prevent and reduce any conditions that can lead to condensation, damp and mould, these include:

• Managing humidity levels in the home and maintaining these at a healthy level. This can be achieved by keeping levels of moisture to a minimum, for example, covering pans when cooking, drying washing outside and keeping the kitchen or bathroom door closed when cooking or bathing.
• Adequately heating rooms – ideally between 18 and 21C.
• Keeping the property well ventilated, for example, opening windows when cooking or bathing and showering, turning on and ensuring that the extractor fan is working, keeping trickle vents in windows open, and allowing air to circulate around furniture.
• Informing YHG if their household circumstances change, particularly if someone moves into the property.

Chief Executive

The Chief Executive will need to ensure that resources are made available to allow the actions and measures detailed in this policy and any associated procedures to be effectively delivered. They will discharge their responsibilities for the delivery of services in line with policy and procedures to the Director of Asset Management and Director of Repairs and Maintenance. However, the Chief Executive will retain an oversight on progress/performance.

Board Members

Board Members will review reports and/or performance indicators that provide progress updates to ensure that YHG is meeting the requirements of its obligations under industry guidance and the policy measures.

Director of Asset Management

Director of Asset Management will work closely with the Director of Repairs and Maintenance to seek assurances that obligations under industry guidance and the policy measures are being adhered to and services are delivered in line with budget. They will carry out regular strategic performance reviews of contractors to ensure compliance with their contractual obligations.

Director of Repairs and Maintenance

Director of Repairs and Maintenance is responsible and accountable for the overall implementation, and regular review, of this policy and ensuring its objectives are achieved. They are also responsible for performance reporting to the Executive Director of Housing and Customer, Board and Chief Executive. They will ensure that any performance compliance and/or Health and Safety related issues are brought to the attention of the Executive Director of Housing and Customer and provide regular updates on service delivery against budget.

Head of Housing/Supported Housing/Older Persons Services

These roles will ensure Housing Management colleagues adhere to the access procedure, ensuring appropriate and timely action is taken to secure access to properties.

Head of Repairs and Maintenance

This role will be responsible for the day-to-day operational delivery. They will effectively manage the performance of service delivery (both direct employees and contractors), including their ongoing competence, and proactively monitor service delivery against targets. They will be responsible for monitoring the quality of work undertaken and ensuring all certification is received and verified. They will act as the organisations technical lead, ensuring that YHG continue to work in line with the most up to date regulations and industry guidance.

Head of Asset Strategy and Sustainability

This role will be responsible for obtaining and analysing data (including but not limited to repair trends, stock condition data) to identify suitable and reasonable measures which seek to prevent the occurrence of DMC.

The risks of not following this policy are that we will not comply with the requirements of legislation detailed in the Housing Act 2004 and the Landlord and Customer Act 1985.

This policy complies with the principles of GDPR and YHG’s Data Protection Policy, any personal information relating to customers affected by this policy will be stored on YHG systems which are compliant with.

As part of the development of this Policy, an equality impact assessment will be undertaken. The outputs of that review will be considered to shape the policy before publication.

This Policy will be applied in a way which ensures equality of treatment for all customers without discrimination, or victimisation on account of any protected characteristic as defined within the Equality Act 2010. In developing this policy YHG has considered its public sector equality duties under s149 of the Equality Act 2010, namely the need to:

• eliminate discrimination, harassment, victimisation, and any other conduct that is prohibited under the Act.
• advance equality of opportunity between people who share a relevant protected characteristic and persons who do not share it.
• foster good relations between persons who share a relevant protected characteristic and persons who do not share it.

The policy pays regard to diversities around access to and delivery of any services.

An Equality Impact Assessment (EIA) has been undertaken on this policy and copies of the EIAs are available upon request.

On request YHG will provide translations of all its documents, policies and procedures in various languages and formats including computer disc, braille, large print and tape.

This policy is available to view by all customers on the YHG website and will be updated with any changes. Internally this policy will be viewable and accessible by all colleagues and stored on the group’s intranet site Youggle.

All colleagues in the Asset Management and Housing Management Teams will be required to read this policy in line with their duties and responsibilities.

Performance will be reported to Group Board and Property Operations Committee to demonstrate the compliance with the Decent Homes Standard. The Key Performance Indicators include:

This policy will be reviewed every two years, or sooner if required by statutory, regulatory, best practice, emerging developments, or circumstances arising from reviews of other Group wide policies.

The policy will be reviewed by the Director of Repairs and Maintenance.