Damp and mould advice

We want you to feel proud of your home

Living in a home with damp and mould isn’t just unpleasant - it can cause serious damage to your health and home.

We understand how worrying it can be living in a home with damp and mould. That’s why we’ve made some changes to how we tackle it in our customers’ homes - to ensure you all have warm, safe, dry homes you are proud to live in.

We’ve reviewed and updated our damp and mould policy. Plus, we’ve launched a new ‘Spot It, Report It, Sort It’ awareness campaign to help you identify and report damp and mould issues in your home. Take a look at our information guide and watch the video opposite for more details.

Spot it

Look out for these common signs of damp and mould in your home:

Water damage or leaks
Musty, damp smell
Black spots on walls, floors, windows
Peeling or discoloured paint
Cold, damp walls and floors

See our information guide and FAQs for more tips and advice.

Report it

As soon as you notice any signs of damp or mould, let us know. Don't wait for the problem to get worse.

Reporting is easy. You can report any damp or mould concerns to us:

By telephone: 0300 323 0011
By email customer@moat.co.uk
On our online portal myMoat
On web chat Moat | Contact us
By telling us in person to any Moat employee
Writing to us at: Moat, Mariner House, Galleon Boulevard, Dartford DA2 6QE

Sort it

When you report damp and mould to us, our dedicated team will listen to your concerns and work with you to resolve any issues.

What we will do:

Respond quickly to inspect and assess the damp and mould reported. We will keep you informed on next steps.
Identify and fix the underlying cause/s, not just remove visible mould. This includes repairs and improvements to stop water getting in, increase ventilation, and offer advice and help on heating your home.
Follow up after repairs to check the damp has not returned. More work will be done if needed.

Our commitment to you

We take all reports of damp and mould seriously. Our goal is to find long-term solutions, not quick fixes.

If you live in a shared owner flat or are a leaseholder and report damp and mould to us, we’ll visit your home to check whether the cause is related to a part of the building we’re responsible for – and if it is, we will fix it.

To learn more about how we will deal with any damp and mould issues in your home and the timescales we will follow to resolve it, read our damp and mould policy.
Our performance figures

To keep you informed of how we’re managing damp and mould cases in our homes, we’ll be sharing regular updates on our website.

Please click here to see our performance figures for the period 1 September to 31 December 2023.

We’re committed to promptly addressing damp and mould issues to ensure your comfort and safety. Check back soon for updated performance numbers.

Preventing damp and mould

Damp and mould can be caused by lots of reasons, however, there are some simple things that you can do to help avoid this problem appearing in your home.

Report any damp and mould concerns to us as soon as you spot it.
Open windows for 15-20 minutes each day, especially when cooking or showering, even in cold weather to remove moist air.
Use extractor fans when cooking or showering and keep doors closed in these rooms to stop moisture spreading.
Heat your home efficiently. If your home is under-heated, you’re more likely to have issues with condensation.
Invest in a hygrometer to measure the moisture content in your home to ensure that the humidity levels are not too high.

Watch our new video to find out other ways you can reduce condensation in your home.

See our information guide for more tips