What Are Damp, Mould and Condensation?
Condensation happens when warm air meets a cold surface, like water on a window after a shower. If left, condensation can lead to mould forming. By reducing the amount of moisture in your home, you can prevent condensation, which will stop mould from forming. The best way to do this is to increase air circulation in your home.
Damp is when water gets into your home from leaks, rain, or the ground, causing wet patches.
Mould is a fungus that grows where there’s too much moisture. It can cause health problems, especially for people with allergies or breathing issues.
Our Commitment to You
From October 2025, new rules called Awaab’s Law mean all social landlords must inspect and fix serious problems like damp and mould within strict time limits.
At North Star, we were ready to meet these rules, and go further, to make sure your home is safe, healthy, and free from anything that could harm your wellbeing.
When you tell us about damp or mould, we will:
- Inspect your home within 10 working days. However, if what you tell us sounds like an emergency, such as a major leak, we'll take a look within 24 hours.
- Send you a report within 3 working days of the inspection to explain what we found and what happens next.
- Start work to fix the problem within the set time limit for that type of issue.
- Offer temporary housing if needed.
- Check in after a few months to make sure the problem has been fully fixed.
Repair Timescales
We take all reports of damp, mould, or condensation very seriously. Our priority is to make sure your home is safe, dry, and healthy.
If you tell us about damp or mould, we will act quickly to assess the problem and put things right.
|
Type of Issue |
What Happens |
Response Time |
|
|
Emergency (major leak, flooding, or unsafe electrics caused by damp or mould) |
We will attend to make the area safe and prevent further damage. |
Within 24 hours |
|
|
All other significant hazards from damp, mould, or condensation |
We will inspect your home to identify the cause of the problem. |
Within 10 working days of becoming aware of a potential hazard |
|
|
We will send you a written summary of what we found and what will happen next. |
Within 3 working days of completing the inspection |
|
|
|
We will begin any repairs needed to remove a health-related hazard. |
Within 5 working days of confirming the hazard |
|
|
|
If major works are required (for example, structural repairs or access issues), we will explain what is needed and make sure your home is safe while you wait. |
Within 12 weeks maximum |
|
|
|
|
|||
Case Handling and Monitoring
Each report of damp, mould, or condensation will be triaged, risk scored, and appropriate work arranged. A daily report will be sent to our Damp, Mould and Condensation Case Handler, who will monitor all open cases and track them through to completion.
They will:
- Track inspections, repairs, and follow-up actions and escalate any issues when required.
- Make sure that timescales set out under Awaab’s Law are met.
- Keep you informed of progress and next steps.
- Review completed works after three months to ensure the issue has been fully resolved and has not returned.
This approach ensures that every case of damp, mould, or condensation is properly investigated, fixed, and followed up to protect your health and home.
How You Can Help
You can help reduce condensation by:
- Keeping rooms warm and well ventilated.
- Using extractor fans in kitchens and bathrooms.
- Wiping away surface moisture and reporting any mould early.
If you are worried about damp, mould, or condensation in your home, please report it immediately by calling us on 03000 110011
Follow-up and Aftercare
Once the works have been completed, our Damp, Mould and Condensation Case Handler will contact you after around three months to make sure everything remains resolved. They will:
- Check that the problem has not returned and that the repair has been successful.
- Offer further support or arrange another visit if any signs of damp or mould reappear.
- Record learning from your experience to help us prevent similar issues in other homes.
This follow-up is an important part of our commitment under Awaab’s Law and ensures that homes remain safe and healthy in the long term.
Tips for preventing damp, mould and condensation
Open windows and use extractor fans to let moisture out
Make sure to do this when you’re cooking or bathing. Extractor fans are cheap to run and some operate automatically when moisture levels in rooms are high, so please leave them running and use any ‘booster’ functions when cooking or bathing.
Please report any broken extractor fans immediately so we can repair them.
Wipe away water on windows, tiles, and walls
Use a cloth to remove condensation from the windows and windowsills of your home every morning. Wipe down bathroom tiles and shower screens after bathing to avoid moisture being released into the air.
Keep your home warm to stop damp
It is best to have your home at a consistent temperature of 14º or above. If you need help with heating costs, contact our Welfare Benefits Team on 03000 11 00 11 or email Welfare.Benefits@northstarhg.co.uk.
Avoid drying clothes on radiators
Hang them outside if you can. If you can’t, dry them in the bathroom on an airer with the door closed and the extractor fan on (or in another well-heated room with the windows open and the door closed).
Leave space between walls and furniture
Don’t push furniture right up against the wall or radiators.
Ventilate cupboards and wardrobes
This can be done by providing breather holes in the units’ false backs. Do not overfill cupboards and wardrobes and use slatted shelves if possible.
Struggling to heat your home?
If you're worried about paying your energy bills, please contact our Welfare Benefits team through our Customer Services Team on 03000 11 00 11 or email them at Welfare.benefits@northstarhg.co.uk.They. They can help make sure you're getting all of the help you're entitled to.
Click below to find out more about getting help with energy costs: