Condensation, Damp, and Mould

Condensation occurs when humid air touches a cold surface. Fogged, streaming windows, black mould and musty smells are early signs. This can keep recurring and we can help by improving ventilation, doing a mould wash, and providing advice.

Our contractors will carry out a survey to see if there is an underlying problem which can be causing damp. Common signs of damp include:

• Water droplets, mould, mildew or discoloured patches.
• Excessive condensation on windows, all year round.
• Rotting woodwork.
• Peeling wallpaper.
• A damp, musty smell.

We will find and remedy the cause, assist in drying the home out, and repair any damage. This may need a damp and mould specialist or claim against any warranty. We will aim to do this as quickly as possible. In disrepair claims, we will seek to remedy the problem, without waiting for a legal judgment.

When you report damp and mould to us we will normally do the following:

• An inspection within 14 days of the report.
• Provide you with a written summary of investigation findings within 48 hours of the inspection, detailing any hazards found and next steps.
• Begin repair works within 7 calendar days if a hazard is found that poses a significant health or safety risk to you.

When you report damp and mould to us, please let us know if any of the following vulnerabilities apply to your household:

• Households with a child aged 5 and under
• Households with an adult aged 75 and over
• People with respiratory conditions (including asthma and any allergy to mould)
• People with cardiovascular conditions
• People with compromised immune systems
• People with existing skin conditions such as atopic eczema
• People with physical disabilities 
• People who are pregnant

If you have any signs of condensation, damp or mould, please report them to us (customer_desk@hexagon.org.uk or 020 8778 6699).

You can read our Damp and Mould Policy for more information.

Reducing condensation in your home

Some damp can be caused by condensation, we’ve put together a handy leaflet with tips, tricks and advice on how to reduce condensation in your home .