Damp and mould | CHS Group

As your landlord, it is our responsibility to deal with damp and mould in your home if it is caused by a repair or defect.

Please contact us to report a problem if you are concerned.

You can a report a problem online using our Damp and mould reporting form or you can call us on 0300 1113555 to speak to one of our Customer Service Advisors.

To help you identify the problem, a helpful description of the different types of damp and mould and possible causes can be found in our damp and mould policy

When you report damp and mould to us, we will assess what the possible cause of the problem is, how serious it is and check if anyone who lives with you may be at significant risk. A surveyor may also be asked to inspect your property to further investigate the cause.

If the health of anyone in your household is at significant risk, we will deal with the problem urgently.

There are a number of ways you can help manage condensation and mould in your home and you can find out more information in our Damp and mould leaflet.

At CHS, we are committed to ensuring that we resolve condensation, damp and mould where they occur and our staff and contractors are trained to identify and report damp and mould when they see it. Our planned investment programme also aims to improve the standard and energy efficiency of our homes.

Awaab’s Law – what does this mean for you?

In preparation for the implementation of Awaab’s Law on 27 October 2025, we have been busy making a number of important changes. With Awaab’s Law, your rights as a tenant are strengthened, especially when it comes to issues such as damp, mould and other hazards in your home.

What we’ve been doing

We’ve been working behind the scenes to make sure we’re fully ready. This includes:
• Updating our website so you can report issues easily and find help fast
• Reviewing our policies and procedures to ensure faster response times for repairs and investigations
• Training our staff to handle damp, mould and other hazards more proactively
• Improving communication so you’re kept up to date every step of the way

What Awaab’s Law means for you

From October 2025, if you report a health or safety hazard in your home:
• We must investigate emergencies and significant hazards within a set time
• We must give you a written summary
• We must fix serious problems quickly
• You do not need to prove that it’s impacting your health

How you can help

To make sure we can act quickly, please:
• Report issues as soon as you spot them – ideally using our online form or by calling our repairs team 0300 1113555
• Take photos of the issue where possible
• Keep us updated if the problem gets worse