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Newlon Housing Trust

Dealing with damp and mould

We want our residents to live safely and securely in high quality, healthy homes and we take all reports of damp and mould very seriously.

If you spot signs of damp or mould in your home please report it to us immediately, even if the problem only seems to be small.

We will respond to all reports of damp and mould in line with the requirements of Awaabs Law.

Awaab’s Law requirements

  • Emergency hazards are urgent issues that pose an immediate and serious risk to a resident’s health, such as life-threatening damp and mould.

    • Response time: The landlord must investigate and make the property safe within 24 hours.
    • Alternative housing: If the home cannot be made safe within that time, the landlord must provide and pay for suitable temporary accommodation.
    • Written report: A written summary of the findings must be provided to the tenant within 3 working days of the investigation conclusion.


    Significant hazards     are a serious health risk but are not an immediate emergency.

    • Investigation: The landlord must investigate the issue within 10 working days of being notified.
    • Written report: A written summary of the findings must be provided to the tenant within 3 working days of completing the conclusion (unless works completed within 3 days).
    • Repairs begin: It should be made safe or work must start within 5 working days of the investigation concluding.
    • Repair completion: All necessary repairs must be completed within a reasonable timeframe, with a maximum of 12 weeks for any follow-up work to start.
    • Alternative housing: As with emergencies, if the home cannot be repaired within the deadlines, the landlord must arrange for the tenant to move temporarily until Significant Hazard is resolved.

How to report damp and mould in your home

To report damp or mould, please contact our Service Centre by calling 020 7613 8080. If the problem is urgent, please always call us.

When you call us our Service Centre team they will work with you to access the level of hazard in your home and understand your household needs. This is so we can respond as required by Awaab’s Law to ensure that your home is safe to live in.

You can also report issues with damp and mould using the My Newlon portal or emailing repairs@newlon.org.uk. Please only do this if it’s a minor issue. If the problem is urgent, please call us.

Everyday things you can do to help prevent damp and mould

Please follow the link for some useful everyday tips that everyone can do to help keep their home healthy and reduce the risk of damp and mould.

Working to prevent damp and mould

We don’t just respond to reports of damp and mould we also work to stop problems occurring. We do this through our ongoing survey programme, smart use of data and our stock investment programme.

Survey programme

We aim to survey 20% of our rented housing each year. The surveying methodology includes assessing for risk of damp and mould. We will put steps in place to deal with any damp and mould we find. In addition the information gathered from these surveys is used to plan and prioritise longer term improvements as well as identifying any urgent health and safety issues.

Using data to reduce damp and mould

We analyse data from stock condition surveys, repair reports, complaints and complex repair cases to identify higher risk properties where there could be more chance of damp and mould occurring. We carry out a programme of surveys and inspections to assess potential problems in these properties and take any actions required to deal with damp and mould.

Stock improvement programme

We continue to invest significantly in structural improvements across our housing stock, especially those that enhance the thermal performance of properties and reduce the risk of damp and mould.

What if I am struggling to pay my energy bills?

We know that some people are struggling to heat their homes because of high energy costs and sometimes this can lead to issues such as condensation. To find out what support Newlon can offer and find useful links to advice from other organisations please visit our cost of living support page.