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Damp and Mould

If you notice damp or mould in your home, please contact us on 0800 953 0213 (option 1) or fill out the form below.

Damp, Mould and Condensation Policy
We are committed to providing and maintaining a dry, warm and safe home for all our tenants. 
We recognise the significant impact damp and mould can have on the health and wellbeing of our tenants. When you report damp and mould to us, you can expect that:
  • We will listen to your concerns and take them seriously.
  • We will visit your home and carry out a thorough inspection.
  • We will work hard to identify the root cause of the problem.
  • If needed, we will complete any repair work to fix structural or plumbing issues.
  • If needed, we will make improvements to the ventilation in your home.
  • In the case of mould, we will remove the mould and treat the affected area with specialist products.
  • We will keep you fully informed about appointments, inspections, outcomes and the timeline of works.
  • We will carry out a follow-up call six weeks after the works have been completed to ensure that the issue is fully resolved and has not returned.
Contact us to report Damp and Mould
If you think you may have damp or mould in your home, please contact us immediately, using any of the following options:
 
  • Call 0800 953 0213 (option 1) 
  • Email repairs@communitygateway.co.uk
  • Visit us Harbour House, Port Way, Preston, PR2 2DW (Mon - Fri 10am - 4pm)
  • Fill in the form below

What we will do

We know how important it is to feel safe and comfortable in your home. That is why, under Awaab’s Law, we make sure any reports of damp, mould, or other serious hazards are dealt with quickly and properly.

When you report a problem to us, we will ask you a few questions to help us understand what is happening, including details about how many people live in your home, any health conditions, where the issue is and how severe it appears. This information helps us decide whether it is an emergency or significant hazard.

  • Emergency hazards: We will visit within 24 hours to assess your home and will either fix the issue or make it safe within 24 hours.
  • Significant hazards: We will visit within 5 days to carry out an assessment. If the hazard is significant, we will complete the repair within 5 days. If the risk is lower, we will attend within 10 days. For anything else we will attend within 20 days.
  • Remedial works: Any follow-up repairs or treatments will be logged and completed in line with our standard procedures.

Spot the Signs 

Have you noticed damp or mould in your home? Our Spot the Signs guide below can help you identify what to look out. If you see anything like this in your home, please contact us. 

DMC around kitchen window
Windows

Black mould around windows is often caused by condensation. A simple way to help prevent it is to spend a few minutes each morning wiping away the condensation. 

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Celings

Black mould on the ceiling is often caused by cold spots in the loft. This can happen if insulation has been moved or disturbed, creating areas where moisture can settle and lead to mould. Try avoid using your loft for storage

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Rising Damp 

Rising damp usually affects walls near the floor. You might notice tide marks, peeling wallpaper, or damp skirting boards. It may cause plaster to crumble or cause wallpaper to peel off.

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Penetrating Damp

Penetrating damp happens when moisture comes in from outside, like damaged roof tiles, blocked gutters, or cracks in walls. You can usually see an obvious damp patch that feels wet to the touch.

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Behind Furniture or Cupboards 

Sometimes damp and mould can be hidden behind furniture or cupboards, so it is important to look out for stains or discolouration on floors, walls, windows, fabrics, or carpets. A musty, earthy smell can also be a sign of a damp and mould problem.

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Damage and leaks 

Wet and windy weather can highlight problems you might not notice in Summer. Leaking roofs, damaged walls, blocked gutters, or burst pipes can all cause damp patches. Cold temperatures can damage pipes and cause leaks, driving rain can get through damaged brickwork and blocked gutters can overflow onto walls.

If you feel we have not met our repair timescales or you are dissatisfied with the service you have received from us, you can make a formal complaint. All complaints are investigated in line with The Housing Ombudsman’s Complaint Handling Code and we will take appropriate action to ensure your home is safe and well-maintained. To make a complaint click here.