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North Star’s priority is to ensure our customers have a safe and secure home to live in.

If you spot signs of damp and mould in your home, please report it to us immediately so we can work together to resolve this. You can do this by filling in the form at the bottom of this page, emailing or calling our Customer Services Team on 03000 11 00 11.

We take reports of damp and mould very seriously. Inspections will be prioritised within 10 working days. Repair work will be carried out within 20 days, unless this requires specialist damp works which will be completed within 40 days. 3 months after completion of works, we will complete a follow up call with you to ensure the work has been successful.

There are lots of reasons that damp, mould and condensation can occur in homes. To make sure every case is properly investigated we will:

  • Listen to you and take your report seriously
  • Visit and inspect your home to find out what the cause is and any work that may be required
  • Ensure all repair work is carried out, if needed
  • Make improvements to the ventilation of your home (extractor fans etc.), if needed
  • Undertake mould treatment, if needed.

We may also provide advice on how we can work with you to make changes to prevent mould in the future.

For more detailed information about damp, mould and condensation read our leaflet.

What are damp, mould and condensation? 


Damp looks like a wet patch on a wall or ceiling and usually appears when condensation is left for a long time. If not treated, damp can cause structural issues over a long period of time.


Mould is black dots in areas where water collects such as windows. Mould can be bad for your health, so it is important not to leave it and to act.


Condensation is when water or moisture in the air collects on a cooler surface. Most people have condensation, such as droplets of water after a shower. Condensation is usually nothing to worry about, but if left too long, can lead to damp and mould.


How to avoid damp, mould and condensation

Keep your home properly ventilated

Try and open windows regularly to let moisture out and fresh air in. Try to use an extractor fan if you have one. When you are cooking or having a shower or bath, try and keep the kitchen and bathroom doors closed.

Stop rooms from getting cold

Mould can grow in very cold rooms – it is recommended that you do not let your home temperature fall below 14°C. If you are struggling to keep your home warm due to the high energy costs, contact our Welfare Benefits Team, who may be able to provide you with further support and advice.

Remove moisture from your home

Condensation is a common cause of mould on the surfaces in your home – mainly in the kitchen and bathroom. To avoid this, wipe condensation or water droplets from walls, tiles, windows, and shower screens. If you have a leak or damp patch, please report this immediately to us.

Avoid placing furniture close to walls

Mould can grow in spaces where air can’t circulate, so try and avoid having large pieces of furniture against the wall.

Drying clothes on the radiator

Drying clothes on the radiator increases the moisture that they release and can cause damp spots. Try and hang them on a clothes airer in a well-ventilated room with the door closed, if possible.

Report damp, mould or condensation below

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Max. file size: 50 MB.