What social landlords are responsible for
Social landlords are responsible for keeping homes in good repair and addressing hazards that affect health and safety. Damp and mould are increasingly recognised as serious hazards rather than cosmetic problems, and landlords are expected to investigate reports and take action rather than placing the responsibility back on tenants.
Recognised standards relevant here include the Homes (Fitness for Human Habitation) Act 2018, the Housing Health and Safety Rating System, and the Housing Ombudsman's guidance on damp and mould.
Common challenges social tenants face
- Being told the problem is caused by 'lifestyle' or condensation rather than disrepair.
- Surface treatments that do not address the underlying cause.
- Long waits for inspections and repairs.
- Promised work that is delayed or never completed.
- Difficulty keeping track of contact across a large organisation.
Building a documented case
In a large organisation, the staff you deal with may change and your history can easily be lost. Keeping your own complete record means the full picture stays with you, no matter who you are dealing with.
From the very first sign of a problem, keep your own records. Save photographs, note the dates, record any health impacts, keep every message from your landlord, and build a clear timeline. Storing everything in one place — a Housing Issue Case File — is what turns scattered notes into a record that is easy to follow and hard to ignore.
Escalating when nothing changes
If your reports are not acted on, you can raise a formal complaint through your landlord's complaints procedure and, once that is exhausted, refer the matter to the Housing Ombudsman. At every stage, a documented case — with a timeline, evidence and communication history — is what makes escalation effective. The stronger your record, the stronger your position.