Condensation, Damp and Mould Policy

1. Policy purpose

1.1 This policy sets out our approach to damp, mould and condensation (DMC) and ensures that all One Manchester customers who experience DMC issues within their homes are listened to and action is taken to treat the root cause in a timely manner. 

1.2 One Manchester is committed to delivering a high-quality, customer-focused repairs and maintenance service that ensures homes and neighbourhoods are safe, well-maintained, and offer value for money.

2. Regulatory and legislative requirements

2.1 The Regulator of Social Housing’s, Safety and Quality standard requires social landlords to comply with the Decent Homes Standard. According to the Decent Homes Standard, a home must:
• Meet the current statutory minimum standard for housing
• Be in a reasonable state of repair
• Have reasonably modern facilities and services, and
• Provide a reasonable degree of thermal comfort.

2.2 The Social Housing (Regulation) Act 2023 aims to establish a more robust and effective framework for the regulation of social housing including the
implementation of Awaab’s Law.

2.3 Awaab’s Law introduced a statutory duty for social landlords in England to take prompt and effective action to address housing hazards, particularly those related to damp and mould. The legislation requires landlords to assess and respond to such hazards in a timely and accountable manner, ensuring that tenants are protected from conditions that pose a risk to their health and safety. These legal obligations are embedded within tenancy agreements, providing tenants with enforceable rights should landlords fail to act. Awaab’s Law requires housing providers to:
• Address damp and mould hazards that present a significant risk of harm to tenants to fixed timescales.
• Address all emergency repairs including for damp and mould or other hazards as soon as possible and within 24 hours.

2.4 In line with Awaab’s Law, One Manchester will:
• Complete an initial investigation into potential DMC hazards by ensuring an inspection is carried out within 10 working days
• Provide a written summary of the investigation findings within 3 working days of the inspection
• Undertake relevant safety work within 5 working days of the investigation concluding, if the investigation identifies a significant hazard
• Aim to begin work in 5 working days. If work cannot start within 5 working days One Manchester will start as soon as possible and no later than 12 weeks from the conclusion of the investigation.
• Ensure emergency repairs will be carried out within 24 hours and where this is not possible customers will be offered temporary accommodation until the health and safety hazard has been removed.
• Maintain adequate record keeping throughout the repairs.

2.4 The Homes (Fitness for Human Habitation) Act 2018 amended the Landlord and Tenant Act 1985, with the aim of ensuring that all rented accommodation is fit for human habitation. While it did not create new obligations for landlords, it required landlords to ensure their properties are fit for human habitation at the beginning of, and throughout, the tenancy. 

2.5 The Landlord and Tenant Act does not define “fit for human habitation”, but consideration should be given to repair, stability, freedom from damp, internal arrangement, natural lighting, ventilation, water supply, drainage and sanitary conveniences, facilities for preparation and cooking of food, the disposal of wastewater and any prescribed hazard. The Act also strengthened tenants’ means of redress where landlords do not fulfil their obligations, with the expectation that if tenants are empowered to take action against their landlord, standards will improve.

3. Our overall framework to tackle condensation, damp and mould

3.1 We operate a zero-tolerance stance against DMC and have a proactive approach to identifying the root cause and completing remedial works to tackle this.

3.2 Our responsive repairs team will utilise data to support a risk based, proactive approach to identifying and surveying homes that may be at risk from DMC. This will reduce over reliance on customers to report issues, help us identify hidden issues and support us to anticipate and prioritise interventions before a complaint or disrepair claim is made.

3.3 From the surveys and data, we aim to introduce a continuous programme of work to tackle DMC across our homes. This includes introducing monitoring technology. 

3.4 Our neighbourhood model is designed to understand our customers and their homes in detail and the insights from this will allow us to tailor and deliver services in a more pre-emptive way. We will be prioritising tenancy visits using a risk-based approach, using data and insight to identify those customers that may need a higher level of support and reducing the over reliance on customers to report issues.

3.5 Our commitment under this approach is to:
• Respond to every report of DMC with a survey that will identify the root cause of the issue.
• Undertake any works required to treat the root cause within the timescales set under Awaab’s Law.
• Monitor to ensure that the actions taken have been successful.
• Undertake a proactive and risk-based approach to identifying properties at risk of DMC.
• Check with neighbouring homes of the same archetype where we have instances of DMC to ensure that any issues are identified as soon as possible.
• Undertake stock condition surveys of all properties at least once every five years. These surveys may also identify early signs of DMC. Root cause analysis and remedial works will then be completed.
• Constantly review the products and specifications of products and materials used for repairs, planned maintenance and empty homes to ensure that
they contribute to a healthy home and environment for our customers.
• Take reasonable steps to gain access in the instances where we are unable to gain access to ensure our homes are safe.
• Provide appropriate training for colleagues so they are able to report any instances of DMC.
• Provide appropriate training for colleagues to ensure identification, root cause and remedial works are sufficient to tackle DMC.
• Assess whether a reported hazard constitutes an emergency (category 1) risk and, where remedial works cannot be completed immediately, arrange and
support the customer’s move into suitable temporary accommodation that meets statutory standards, ensuring their health and safety are protected
throughout the process.
• Where access to a property is repeatedly denied and an emergency (category 1) damp and mould hazard is present, initiate legal proceedings to gain entry and carry out necessary remedial works. This action will follow all reasonable attempts to engage with the customer and explain the urgency and legal obligation to address health risks
• In cases where temporary accommodation is necessary due to the presence of an emergency (category 1) hazard such as severe damp or mould, staff
must provide clear, empathetic guidance to customers who are hesitant to relocate. This includes explaining the health risks associated with remaining in the affected property, the organisation’s legal obligation to prevent ongoing exposure to hazardous conditions, and the range of support available to assist with the temporary move. All communication must be tailored to the customer’s individual circumstances, delivered in an accessible and respectful manner, and fully documented to ensure transparency and accountability.

4. Policy statement on tackling of damp and mould

4.1 There could be a number of reasons for DMC and OM will identify and resolve the problem by taking a number of steps:
• In line with our commitment to safeguarding customer health and wellbeing, One Manchester will triage reports to prioritise cases of DMC based on individual health vulnerabilities. Particular attention will be given to households with children, older adults, and individuals with respiratory or other medical conditions. Where a heightened health risk is identified, escalation protocols will be followed to ensure urgent intervention, including accelerated inspections, remedial works, and temporary accommodation where necessary. This approach ensures that resources are directed where they are most needed and supports compliance with Awaab’s Law.
• The responsive repairs team will carry out an inspection to identify the cause of the DMC. These inspections will be carried out to determine the root
cause with a view to addressing this. The inspection shall be undertaken within 10 working days of the initial report. The findings of these reports will be shared with the customer within 3 working days of the inspection.
• Any assessment of damp, mould and condensation will be done so in conjunction with the customer information we hold including any
vulnerabilities.
• Relevant safety work following the inspection will be completed within 5 working days where a significant hazard of damp and mould is present, with
both pre and post photographic evidence of the repairs completed. If work cannot start within 5 working days One Manchester will start as soon as possible and no later than 12 weeks from the conclusion of the investigation.
• We will carry out any repairs, remedial works or improvements to tackle the root cause of damp problems identified following an inspection. We may also install specialist monitoring sensors within the property to monitor the levels of moisture.
• Where an emergency (category 1) damp and mould hazard is identified through an HHSRS survey or through initial triage, works to remove the hazard will be carried out within 24 hours. Where this is not possible the customer will be temporarily moved repairs are completed.
• Post inspections will be undertaken of the works completed on cases of condensation, damp and mould and customers contacted to ensure the issues have been resolved.
• We will undertake follow-up surveys as appropriate where the remedial work has been ineffective.

5. Equality, diversity and inclusion statement

5.1 One Manchester promotes a diverse and inclusive environment for our customers and colleagues to thrive. We are committed to enhancing a culture
that respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential. 

5.2 We accept our responsibility to comply with equalities legislation and regulatory requirements and aim to do more. We believe, everyone requires access to the same opportunities. Through our behaviours, we aim to challenge and remove systemic barriers to equal opportunities and reduce the likelihood of all forms of discrimination, harassment, and victimisation within our organisation and our communities. 

5.3 We are committed to providing excellent customer services, which are fair, equitable and inclusive. As such, we will endeavour to understand and make any reasonable adjustments required for customers in line with One Manchester’s Reasonable Adjustment Statement, and Reasonable Adjustment Policy and the Equality Act 2010

6. Monitoring and review

6.1 Compliance with this policy shall be monitored by the Director of Operations and Head of Repairs.

6.2 This policy shall be reviewed every 3 years or if further government changes impact this policy.

6.3 The Director of Operations is responsible for interpreting this policy where the provisions are unclear or there is ambiguity. Any interpretation will automatically become incorporated into the policy.

6.4 The Officer or Officers operating the policy in practice are responsible for implementing the policy and interpreting the policy giving the words of the
policy their common everyday meaning

7. Contact person

7.1 The Head of Repairs has responsibility for the effective delivery of this policy.