Protecting your home against damp and mould

We’ve been really pleased to see that customer satisfaction with our repairs service is improving. Our 2024-25 Tenant Satisfaction Measures (TSMs) report that over 80% of NCHA customers are satisfied with our overall repairs service.

We’re already dedicated to managing and responding to damp, mould and condensation issues.

We’re making even more changes to help keep you safer in your home, in line with new regulations from the government, called Awaab's Law.

From today (27 October 2025), we’ll be responding to emergency repairs within 24 hours and investigating damp and mould hazards within 10 working days. This is just the first phase.

Over the next three years, we’ll continue to adapt our services to meet new legal standards and ensure your home is safe, healthy and well maintained.

Reporting repairs

Damp, mould and condensation can sometimes be caused or made worse by underlying repair issues that need fixing in a home. We want to act and support you as fast as possible, so it’s really important that you tell us straight away if you have any repair needs in your home.

These repairs could be:

• A leak, particularly in kitchens/bathrooms or from roofs/guttering/pipes in loft, boilers, mains stop tap, or water coming in from front/back doors (etc.)
• Drainage issues
• Broken extractor fans in kitchens and bathrooms
• Issues with chimneys or external brickwork
• Broken window handles, trickle vents or issues with double-glazing
• Damaged bathroom tiling or bath/shower sealing
• Leaking toilet.

Reporting damp and mould issues

If you’re experiencing damp, mould or condensation in your home, please let us know as soon as possible so we can fix the issue quickly for you. We’ll also provide support and guidance to help make sure it doesn’t come back.

You can call us on 0800 013 8555 or email us using this online contact form.

You can also find resources and guidance on our damp and mould webpage.