Damp, Mould & Condensation Policy

2. Scope

The policy covers customers that rent a home from us and/or where we have repairs responsibility as landlord.

Where the customer is a leaseholder or shared owner in a flat (dwelling) within a structure that we are responsible for (a flat within a block of flats), we will deal with any root cause repairs that we are responsible for including structural defects or where Damp and Mould is a result of repairs to the building that B3 had completed.

If the root cause is not obvious, for example where there is no clear sign of water penetration, we will discuss the circumstances with the leaseholder or shared owner and agree the most appropriate way to establish the cause. If the root cause is our responsibility, we may refund the cost of any survey agreed as part of this process.

In addition, B3 have buildings insurance on which a Leaseholder can make a claim against for damage to their property.

This policy excludes leasehold or shared ownership houses where we have no repair responsibility for the property or structure unless they are within the 12-month defect period where our customer repairs team will log it as a defect and manage the developer to attend to assess.

It also excludes our leased properties where we have no repairs responsibilities, and non-dwelling buildings such as garages and sheds.

3. Aims and objectives

This policy sets out our approach to tackling the presence of damp, mould and condensation and their root causes in our customers’ homes.

We’re committed to a zero-tolerance approach in line with Awaab’s law to the presence of hazardous levels of damp and mould and condensation in our customers’ homes.

We will treat all customers with fairness, respect and empathy when they report damp, mould and condensation issues. Our communications will reflect B3Living’s supportive culture, focusing on understanding the cause, explaining the process clearly, and working with customers on any practical steps that may help resolve or prevent damp and mould.

We will consider individual or family circumstances as well as the property condition in all our dealings to make sure, we’re offering the right solutions.

3.1 Approach

3.1.1 We understand that Damp, Mould, and Condensation can have a significant impact on the lives of our customers. There are a number of factors that can cause damp, mould and condensation and we will thoroughly investigate the root cause(s), find solutions and monitor that they have been successful in addressing the issue.

3.1.2 No matter the cause, we will support our customers in resolving the issue and show empathy throughout the process. Where customers may benefit from additional support within the home, we can offer information, advice or practical guidance to help identify the right solution and support prevention where appropriate.

Our approach and procedure set out a compliant approach in line with Awaab’s law and its reporting requirements.

4. Equality, diversity and inclusion

We will apply this policy consistently, fairly and with professionalism. We do not discriminate against any person on grounds of their age, disability, gender reassignment/transgender, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation, or any other matter that may cause a person to be treated with injustice.

An initial Equality Impact Assessment has been carried out on this policy, and a full assessment is not required.

We will use plain language and make information available in different formats and languages for staff and customers on request.

We will consider the individual circumstances of each household, including any vulnerabilities to assess the impact of Damp and Mould on a case-by case basis. In particular where extensive works may be required, and whether or not it is appropriate to move resident(s) out of their home at an early stage.

5. Data protection and information security

This policy will be operated in line with B3 Living’s Data Protection and Confidentiality

Policy and relevant Data Sharing Protocols with partners.

Where we do not have formal data sharing protocols with partners, we will operate our own policy and procedures and ensure that all data is stored and used appropriately.

6. Customer voice

Together with residents, we have reviewed our damp, mould and condensation information, materials and support to make sure they strike the right tone and are effective in helping residents understand the issue, the support available, and any practical steps that may help reduce risks in their homes as part of our Damp and Mould action plan.

In addition, we have reviewed our initial response to reports of damp and mould to ensure our communications continue to be clear, empathetic and consistent with B3Living’s established supportive culture. This helps customers understand the process, the support available and any practical steps that may assist resolution.

7. Compliance

This policy complies with key legislation and the Consumer Standards published by the Regulator of Social Housing. The specific requirements of Decent Homes apply to this policy along with The Homes Health and Safety Rating System (HHSRS).

The Decent Homes Standard was revised in 2006. A decent home meets the following four criteria:

1. It meets the current statutory minimum standard for housing.
2. It is in a reasonable state of repair.
3. It has reasonably modern facilities and services.
4. It provides a reasonable degree of thermal comfort.

The Homes Health and Safety Rating System (HHSRS) came into effect in 2006 and replaces the fitness standard as the statutory element of the Decent Home Standard. The HHSRS is a risk assessment procedure and does not set a standard.

This policy complies with Awaab’s law enacted through the Social Housing Regulation Act 2023.

Related legislation

• Awaab’s Law – Social Housing Regulation Act 2023
• Landlord and Tenant Act 1985, Section 11
• Fitness for Human Habitation Act 2018
• Decent Homes Standard
• Housing Health and Safety Ratings System
• Housing Act 1985, 1988, 2004
• Equality Act 2021
• Defective Premises Act 1972

8. Health and safety considerations

Policy to be reviewed following enactment of Awaab’s law once reached royal ascent.

Damp, Mould & Condensation cases are assessed for HHSRS category 1 failures and whether properties meet the decent homes requirement.

Decent homes are reported regularly to the Executive Team.

9. Linked policies, procedures and guidance

Related Documents - The Damp, Mould & Condensation Procedure

10. Responsibilities

All relevant employees have a responsibility to ensure that this policy is applied as intended. The roles and responsibilities of individual officers are detailed in relevant job roles. The overall responsibilities are with:

• Policy approval – Executive Team, H&S Committee and Board.
• Overview of performance – Leadership Team and Executive Team.
• Day to day responsibility:
  • Our customers
    We encourage customers to report instances of damp and mould to us as soon as they become aware of them, so we can investigate promptly and support resolution.
    We ask customers to provide access for us and our contractors so that surveys and remedial works can be completed, and we will work with them to make access arrangements wherever possible.
    We will provide advice and guidance on reducing mould and condensation in the home where this may help support prevention or resolution.
    Where works are needed, we will discuss any access or preparation requirements with customers, including any areas that may need to be kept clear of personal items so the works can be completed safely and effectively.
  • Our Colleagues
    All customer-facing colleagues are responsible for flagging damp, mould and condensation concerns they spot to the Customer Repairs Team.
    Our Customer Repairs Team play an important role in triaging as they take calls from customers and identify the severity of the situation. They will then book an Inspection for our Damp and Mould Surveyor to attend in a timely manner.
    Our specialist Damp and Mould Surveyor will manage all reported cases in line with our procedure.
    We will ensure all colleagues are trained and competent to meet these expectations.
    We will undertake preventative actions in identifying damp, mould and condensation through our program of stock condition surveys, void inspections and front life staff being trained to identify damp, mould and condensation when visiting homes.