The safety and wellbeing of our customers and their homes is our highest priority. We remain committed to addressing all instances of damp and mould with the urgency and proactivity they demand. Alongside our dedicated Damp, Mould and Disrepair Team, we are actively engaging with customers, providing training opportunities to our colleagues, upskilling frontline teams, and taking proactive measures to identify and resolve cases as early as possible.
Our Damp and Mould Policy can be found here.
Dedicated resource
At Abri, our dedicated Damp, Mould, and Disrepair Team leads our coordinated response to damp and mould. With over 40 specialists, including decorators, surveyors, ventilation installers, and operatives, the team works together to address the root causes of damp and mould.
The team ensures a consistent, customer-first approach, prioritising safety. It includes a Senior Surveyor who is also a qualified Environmental Health Officer, offering expert oversight.
When a report of damp and mould is received, it is carefully triaged, assigned a priority rating, and given a target timescale. This process considers the severity of the issue and whether vulnerable customers are affected. Our contact centre colleagues follow clear guidance to help prioritise reports effectively.
When a report is received, it is triaged, prioritised, and assigned a target timescale based on severity and customer vulnerability. A trained operative will then carry out mould treatment and a ventilation assessment, addressing immediate risks and identifying improvements, either in-house or with our partner EnviroVent. For complex cases, a surveyor will inspect and recommend further repairs.
A proactive approach
While we encourage customers to report concerns, we understand the need for proactive measures to address these issues.
We've adopted a ‘see something, say something’ culture, empowering colleagues to report property concerns, ensuring our homes remain safe and compliant with relevant standards. Reports of damp and mould from colleagues are sent directly to our Damp, Mould, and Disrepair Team for action.
We’ve also piloted a new approach with gas engineers. During annual gas safety checks, engineers photograph areas prone to damp and mould, such as kitchens and bathrooms. If signs are found, a report is raised and triaged for prompt action. This initiative will soon be rolled out across all regions, ensuring every home is inspected for damp and mould at least once a year.
Recognising inadequate ventilation as a key cause of damp and mould, we provide planned ventilation upgrades through our Quantum Heating and Kitchens and Bathrooms programmes. Our Empty Homes Process also includes ventilation system installations and anti-fungal paint applications before new tenants move in.
Engaging with customers
We’re dedicated to providing our customers, including shared owners, with the information and guidance they need to prevent and address damp and mould. This includes advice on spotting early signs, prevention tips, and how to report issues to us.
We also recognise that rising living costs are a concern, and some customers may worry about the cost of running ventilation systems. To address this, we’ve partnered with EnviroVent to create a handout comparing the cost of running a ventilation system to everyday appliances like kettles or hairdryers, helping reassure customers of its affordability.
Educating colleagues
Ensuring our colleagues are well-informed is key to delivering effective support to customers. Our frontline teams receive regular training and updates on damp and mould, including guidance on fostering a ‘See Something, Say Something’ culture. This is backed by an online tool that makes it quick and simple for colleagues to report concerns.
We are also upskilling our trade colleagues in areas such as mould treatments and ventilation system checks. This reduces reliance on external contractors, enabling faster response times.
Additionally, we offer an online module on damp and mould via our e-Learning platform, accessible to all colleagues who wish to deepen their understanding, regardless of role.
How customers can report damp and mould
To stop signs of damp and mould getting worse, it’s important they’re reported to us as soon as possible. Customers can report issues to us directly either over the phone, via email or through the MyAbri portal.