Damp and mould advice

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.

In the past year 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.

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.

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

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.

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.