If you are worried about damp and mould in your home, please get in touch with us straight away, so we can investigate and work with you to solve any problems quickly.

You can get in touch:

  • By emailing CustomerServices@AccentGroup.org. Please attach photos of the problems you are reporting if you can. Photos are very helpful to us and may help us to better diagnose the problems you are having.  
  • By calling 0345 678 0555
  • Via your MyAccount (however, if you feel the problems are serious, please contact us on the above number).

Whichever way you report problems to us, we will listen to you, take your report seriously and act on what you have told us.

We also have a damp, mould and condensation leaflet which provides information on what to do if you are having problems and how you might be able to treat minor problems yourself.

What we will do

Once we know what the cause of any problems are, we will talk them over with you and book a contractor to visit. We will prioritise the most urgent reports which may carry a risk to you or your family’s health. We will explain the timescales we will resolve issues in and what the work to treat your home may involve.

It may include:

  • An inspection of your home to find out what the cause of the problems are and what work might be needed to put things right.
  • Repair work to fix any problems, if there are issues with the structure of your home, for instance, or plumbing issues coming from leaks.
  • Improving the ventilation in your home - for example, installing extractor fans in your kitchen and bathroom.
  • Treating mould with chemicals, such as anti-mould spray to stop the problem coming back.

When you report any problems to us, our technical hub advisors will be your first point of contact. Our advisors are trained to try and get as clear a picture as possible of what is happening so they can make sure the contractor is equipped to sort any problems quickly and efficiently when they visit your home. More than one visit may be needed to treat more serious problems.   

Did you know that we have improved our processes for responding to damp and mould issues?

Our building services managers monitor damp and mould cases carefully, and we have provided our surveyors with equipment which can better detect damp and mould at early stages, including humidity sensors and thermal imaging cameras. Our surveyors are also carrying out more routine home inspections to detect early signs of damp and mould, and to provide support to customers as soon as possible. We also identify homes which could be at a higher risk of forming damp and mould and work to reduce that risk by, for example, fitting ventilators, and ensuring we manage any cases quickly and effectively.

The Difference between Damp, Mould and Condensation

Damp, mould and condensation can happen in any home, and it can be caused by a number of things.

There are three main types of damp:

  • Rising damp: This is rare as our buildings are usually treated with damp proof courses. You can tell rising damp from tide marks or ripples above your skirting boards.
  • Penetrating damp: This is usually caused by damage to the structure of your home. It is more obvious when it rains.
  • Plumbing or broken pipes: These can show similar signs to penetrating damp and may need an investigation to find the exact cause.

If mould is already present, there are things you can do yourself to treat it and stop it from coming back. There is a safety approved special wash for removing mould and fungus, which you can buy at any supermarket or DIY store. Wipe down the affected area then decorate it with a safety approved fungus paint to help stop it coming back. Don’t brush or clean mould with a vacuum as this can disturb the dry spores which could lead to you inhaling them.

Once the mould has gone, keep following our advice to make sure your home stays free of condensation, mould and damp. 

There are four things that mainly cause condensation: 

  • Moisture from everyday living - such as cooking and washing. More moisture in the air can lead to mould forming on surfaces such as walls, ceilings and windows, and even furniture.
  • Not enough ventilation.
  • Cool temperatures in cold weather.
  • Heating not being on at all or turned off in unused rooms.

Things you can do to help stop condensation 

There are things you can do yourself to help stop condensation, such as:

  • Opening windows when bathing and cooking
  • Covering boiling pans
  • Wiping down surfaces on which moisture gathers
  • When clothes can’t be dried outside, drying in a room which can be well ventilated will help to keep extra moisture from forming
  • If you have trickle vents, always keep them open and never block air vents.
  • Keep your home warm can also stop excess moisture forming. With energy costs being so high, if you are worried about the cost of heating your home, please speak with us, we can support you in managing your money.

Please never use bottled gas or paraffin heating in your home. These create a lot of moisture and they are a breach of your tenancy as they can be a serious health and safety risk.

We survey our homes regularly in line with current regulations and guidance.

Our video ‘Preventing Damp and Condensation’ explains how you can help stop condensation forming in your home and how to avoid more serious damp and mould issues.  


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