Introduction
On 22 November 2022, Norwich City Council received a request from the Regulator of Social Housing (RSH) to provide detailed insights into our approach to addressing damp and mould issues in our residential properties. We promptly responded to the regulator. Below is a comprehensive overview of our strategy and actions to address the issue.
Assessing damp and mould
When we receive issues relating to damp or mould in our residential properties, our response is based on the following process:
- Triage: We start by assessing the reported issue to determine its root cause.
- Contractor or surveyor visit: if necessary, we engage contractors or surveyors to visit the property, conducting remedial works or in-depth investigations.
- Desktop review: in cases where the issue is related to building fabric, we conduct a thorough review to identify potential risks across similar property archetypes.
- Stock condition data: we use our existing stock condition data to gain insights into various construction types and potential risk factors.
Extent of damp and mould hazards
While we acknowledge the presence of damp and mould issues in some properties, it's important to note that our housing stock is diverse in terms of age and construction methods. These variations can affect the propensity for such issues. To mitigate risks, we have put in a range of measures in place, including insulation programs and boiler replacements.
Comprehensive approaches
- Stock condition surveys: we have commissioned extensive stock condition surveys to identify risks, including those relating to damp and mould. These surveys encompass a significant portion of our housing stock and will help us better understand and address potential issues.
- Thermography surveys: to identify energy-inefficient properties and combat fuel poverty and damp. We are applying thermography surveys to all our properties. This advanced technology will pinpoint areas that require further insulation and eco-friendly measures.
Remedial actions and Decent Homes Standard
Our commitment encompasses the following:
- Investigation: every reported case of damp or mould is thoroughly investigated.
- Prompt repairs: we ensure necessary repairs are carried out swiftly.
- Major works: for substantial repairs, we expedite major works programmes to rectify identified issues.
- Revised approach: we have recently enhanced our approach to dealing with damp. This ensures residents do not have to endure ongoing mould issues while investigations are ongoing.
Monitoring and compliance
To maintain transparency and accountability, we have incorporated damp and mould reports and remedial actions into our performance monitoring system. This system tracks various key performance indicators:
- Reports of damp made
- Frequencies of reports
- Remedial actions raised
- Timescales for carrying out remedial actions
Our ongoing commitment
We understand that damp and mould can have a significant impact on people’s quality of life. Our process for addressing tenant-reported damp, mould, or condensation issues begins with the customer contact team. They promptly register the issue, which is then referred to our property service team. Repairs, including mould washes, are carried out swiftly. The administration team ensures that completed repairs are reported back, potentially leading to further investigations by experienced damp surveyors if needed.
