Damp and mould Live & Direct: Key points and takeaways
In our recent Facebook live event, we met with our Damp, Mould and Disrepair team to find out about what they do and what they’re doing to help customers tackle damp and mould.
Firstly, we’d like to thank everyone that tuned in and sent through questions for the team. Damp and mould in the home can be incredibly distressing, and we understand the worries and concerns our customers have when they experience it.
In August 2023 we formed our brand-new team, who work hard to find the root causes of damp, treat existing issues and provide our customers with lots of information to help them live comfortably in their homes. The team is made up of designated damp and mould specialists, each with extensive knowledge and experience of dealing with damp and mould cases.
Feedback we’ve had since the new team formed has been really positive, and customers are feeling more supported than ever when it comes to damp and mould issues in their homes.
You can watch the full video below, but we’ve put together some of the key points and a list of questions and answers for you too.
What is damp, mould and condensation?
Damp, mould and condensation can occur in the home because of a build-up of moisture. There can be many different causes, which is why our team are here to investigate, diagnose and treat the issue.
What causes damp, mould and condensation?
The most common cause of damp and mould is lack of ventilation, but it could be an issue with the building itself.
Some cases are a quick fix and can be resolved by treatments and washes. However, some cases of damp and mould can be more complex and take a little longer to resolve.
As a team, our main aim is to find out what is wrong with the property to figure out the cause of the damp and mould. Historically, people might have been advised about your ‘lifestyle’, meaning the normal parts of life such as bathing and cooking and this being the problem. At Stonewater, we’ve long banned the word lifestyle, as we find it unreasonable to place blame on customers for living within their home, as intended. We’re focused on helping and supporting them in tackling the issue.
What’s your process?
We introduced our new process for damp and mould in October 2023. When a customer contacts us with a damp and mould issue, this report is then passed to the Damp, Mould and Disrepair team who open a case, which helps us to keep everything in one place and monitor and track the issue.
We have two categories within the process. Stage one is usually repair and a mould wash, which is really important to remove the immediate risk. We’ll then track this and contact the customer to see if the issue is resolved. If it is resolved, we’ll close the case but will reopen it in 6 months to check in again.
If we’ve carried out a repair and mould wash but you’re still experience issuing, we’ll escalate the case to stage two and send it over to our business partners. This is where we’ll carry out in-person inspections and look at the building itself to find the root cause.
Is the brickwork inspected for recurring damp and mould issues?
We do consider the external building i.e. the brickwork as damp can be caused by water getting in externally. A survey enables us to identify if this is the cause of the damp and our external contractors have specialist equipment that can check the brickwork.
Can I use bleach or household cleaner to clean mould?
No, do not try to remove mould by using washing up liquid, bleach, or a vacuum cleaner.
Bleach kills bacteria, but mould is fungal and this could cause more damage. Most shops now sell anti-mould cleaners, but you can also use household products such as white vinegar.
My home is a new build, how come I am getting mould?
We are finding more cases of mould with new build homes, and this could be a ventilation issue. Many developers build homes with lots of insulation, making them more energy efficient, however it’s really important that homes have a sufficient amount of ventilation or mould can form. If you’re experiencing these issues, please get in touch.
What are the different kinds of damp and mould?
You can find out more about the different types in our handy damp, mould and condensation guide which you can find here.
Do you put cases in priority order?
It’s important to us that all customers receive the service they need. As part of the case, we’ll gather all the information we have about a customer, including vulnerabilities and health issues, to prioritise the work we do. Our Business Partners play an important role in getting to know our customers to help us understand their circumstances. This isn’t just with damp and mould, this is with every service we deliver at Stonewater.
What should I do if I have issues with damp and mould?
The first thing you should do is contact us. If you’ve contacted us in the past and are still having issues, please get in touch again. Our team will get to know you and your circumstances and will work with you to resolve the issue. You can email customers@stonewater.org, call us on 01202 319119 or message us on social media or live chat on our website.