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Dealing with damp and mould
Learn how to report damp and mould, what happens after you do and how you can help stop it from coming back.
Everyone should feel safe and comfortable in their home. If you’re dealing with damp or mould – especially during colder months – it’s important to let us know as soon as possible. These issues can damage your property and affect your health, so we’re here to help.
Guidance for private landlords and tenants
If you are a leaseholder or privately renting and concerned about damp and/or mould in your property, call your landlord in the first instance. See more about landlords' responsibilties on the Citizens Advice website.
Council tenants - how should you report it?
If you're a Norwich City Council tenant or leaseholder, you can report damp and mould quickly and easily. Once you’ve reported it, we’ll assess the problem and take the right steps to fix it - whether that’s a repair, a survey, or a mould wash.
Or call 0344 980 3333, then select option 3 followed by option 3.
Our dedicated damp and mould team will ask you a few questions about the issue, such as where it is and how large the affected area is.
What happens after you report It?
Depending on the issue, we will take one of the following actions:
1. Repair
If the problem is caused by something like a leaking pipe or roof:
- our contractor, NCSL, will contact you to arrange a visit
- the appointment will be scheduled based on urgency - within 24 hours, 5 working days, or 60 working days
- the contractor will inspect and, if possible, fix the issue during the visit. If more work is needed, a follow-up appointment will be arranged.
2. Survey
If a more detailed investigation is needed:
- our Property Services Team will arrange a damp survey within 14 days
- a surveyor will visit your home to identify the cause and recommend any necessary follow-up work.
You’ll be informed about:
- what work is needed
- how long it will take
- whether any furniture needs to be moved.
The work will be scheduled to start within 7 working days of the survey. NCSL will complete the work, followed by an inspection to ensure it meets our standards.
3. Mould wash
If the issue is surface mould:
- NCSL will arrange an appointment within 5 working days
- they will treat the affected areas with a mould wash
- the treated areas will need several hours to dry afterward.
Awaab's law
When two-year-old Awaab Ishak died in 2020 after prolonged exposure to damp and mould in his home, it shocked the nation.
To prevent future tragedies, the Government introduced Awaab’s Law in July 2023 as part of the Social Housing (Regulation) Act. This landmark legislation sets out clear legal responsibilities for social landlords, including councils, to tackle hazards quickly and effectively. Safe housing is a basic right – and in Norwich, we’re determined to protect it.
What does this mean for council tenants and leaseholders?
As a council we must:
- investigate and carry out any emergency repairs within 24 hours
- investigate hazards like damp and mould within 10 working days
- produce a written report to the tenant within three working days
- start repairs (if needed) within a further five working days and complete them in a reasonable time
- keep tenants informed at every stage
