Every resident in Norwich deserves to live in a safe and healthy home. We know that some properties develop damp and mould problems, particularly at certain times of the year. If this is something you believe is affecting your home, please get in touch to let us know.
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 and then 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?
After receiving your report, we will take the appropriate action, which could be one of the following.
1. Repair
Depending on the issue, we will take one of the following actions:
- our contractors, 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 contact you to arrange an appointment 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
What does this mean 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.
