Damp, Mould and Condensation Policy Consultation

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We are currently updating our Damp, Mould and Condensation Policy, and would like to get your feedback.

Derby Homes recognises the impact that damp, mould and condensation in the home can have on our customers, including distress, inconvenience and concerns about health and wellbeing.

This policy has been updated to ensure we diagnose, respond to and effectively manage reports of damp, mould and condensation within our properties.

It outlines the causes of damp, mould and condensation, Derby Homes' and customers' responsibilities, what prevention methods can be used to reduce and prevent further issues occurring, and how we use your feedback to monitor and report occurrences to improve services.

Please read the Damp, Mould and Condensation Policy before taking part in the short survey below.

This survey closes on Friday 1 August 2025.

We are currently updating our Damp, Mould and Condensation Policy, and would like to get your feedback.

Derby Homes recognises the impact that damp, mould and condensation in the home can have on our customers, including distress, inconvenience and concerns about health and wellbeing.

This policy has been updated to ensure we diagnose, respond to and effectively manage reports of damp, mould and condensation within our properties.

It outlines the causes of damp, mould and condensation, Derby Homes' and customers' responsibilities, what prevention methods can be used to reduce and prevent further issues occurring, and how we use your feedback to monitor and report occurrences to improve services.

Please read the Damp, Mould and Condensation Policy before taking part in the short survey below.

This survey closes on Friday 1 August 2025.

  • You said

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    In creating this policy, we have consulted with our customers through a customer survey containing 9 questions and then gives an opportunity to explain why. 129 customers took part in the survey. Please see appendices. Generally, our customers were in agreement with the proposed policy.

    On one question 3.2% (4 customers) disagreed that the policy clearly explains the difference between damp, mould and condensation, and their causes. On another question 6.6% (8 customers) did not feel the policy clearly explained Derby Homes' responsibilities in relation to damp, mould and condensation.

    Some customers mentioned their own issues with damp, mould, and condensation. All those that gave us their contact information will be contacted to enable us to handle any issues. Some customers did not include contact details so we have been unable to contact them, and therefore take this opportunity to encourage customers who have issues with damp, mould, and condensation to report these directly to the Customer Service Team on 01332 888777.

  • We did

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    In addition to the policy information is provided in the damp, mould and condensation procedure and our website which includes videos on how to deal with condensation within the home. We are also reviewing what information is provided on customers signing up for a property.

Page last updated: 27 Nov 2025, 11:25 AM