Why damp and mould matter
Damp and mould are not just unpleasant. Mould releases spores that can affect breathing and are linked to respiratory problems, and the risks are greater for babies and young children, older people, and anyone with asthma, other lung conditions or a weakened immune system. Damp can also damage belongings, make rooms unusable and push up heating costs.
Government guidance for landlords now makes clear that damp and mould should be treated as a health hazard, and that landlords should not simply blame tenants' 'lifestyle' for the problem.
What social landlords are responsible for
Social landlords are responsible for keeping homes in good repair and dealing with hazards that affect health and safety. That generally includes the structure and exterior of the building — roofs, walls, windows, guttering — and installations such as heating and ventilation. Damp is often caused by problems in these areas, such as leaks, defective damp-proofing, poor ventilation or inadequate heating.
Recognised standards relevant here include the Homes (Fitness for Human Habitation) Act 2018, the Housing Health and Safety Rating System, the Decent Homes Standard, and the Housing Ombudsman's guidance on damp and mould. Landlords are expected to investigate reports, find the underlying cause and take action, rather than placing responsibility back on tenants.
How to report damp and mould effectively
Report the problem as soon as you notice it, and report it in writing where possible — by email, online repairs portal or letter. If you phone, follow up with a short written message confirming what you said. Always ask for and record a reference number.
- Describe where the damp or mould is and how much of each room is affected.
- Mention any likely cause you have noticed, such as a leak, a cold wall or broken extractor fan.
- Say who lives in the home and mention any health conditions or young children.
- Attach dated photographs.
- Ask what the landlord will do next and by when.
Common challenges social tenants face
- Being told the problem is caused by 'lifestyle' or condensation rather than disrepair.
- Surface treatments, such as mould wash or a coat of paint, that do not address the underlying cause.
- Long waits for inspections and repairs.
- Missed appointments and promised work that is delayed or never completed.
- Different staff or contractors each time, with no one seeming to know the history.
- Difficulty keeping track of contact across a large organisation.
If you are told it is condensation
Condensation can contribute to mould, but it is often linked to things within the landlord's control, such as poor insulation, inadequate ventilation or heating that does not work properly. If you are told the problem is down to your lifestyle, ask for the findings in writing, keep photographing the problem with dates, and note the steps you are already taking, such as ventilating and heating rooms. A clear history of mould returning despite cleaning helps show the issue is not simply day-to-day living.
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.
It also helps to keep a simple log of inspections and appointments — who came, when, what they said and whether they turned up at all — and a health diary for any household members affected. If belongings have been damaged, photograph them and keep a list; our tenant compensation for damp and mould guide explains why.
Escalating when nothing changes
If your reports are not acted on, you can raise a formal complaint through your landlord's complaints procedure. Under the Housing Ombudsman's Complaint Handling Code, which social landlords must follow, there are usually two stages, each with set response times. Make it clear that you are making a formal complaint rather than another repair request.
Once the landlord's complaints process is exhausted, you may be able to refer the matter to the Housing Ombudsman, which is free. You may also be able to contact your local council's environmental health team in some circumstances, or seek advice about a housing disrepair claim. At every stage, a documented case — with a timeline, evidence and communication history — is what makes escalation effective. Our Housing Ombudsman complaint process guide walks through each step.