We are committed to tackling damp and mould issues quickly and effectively. If there is damp and mould in your home, please let us know immediately and we'll work with you to resolve this. We will send one of our specialist team to carry out an inspection to work out what is causing the problem.  

How can I report damp and mould?

You can do so by using the following channels: 


There's always moisture in the air but condensation in your home can cause problems. Condensation occurs mainly in cold weather and can be worse in newly built homes that are still drying out. The main causes of condensation at home tend to be drying laundry indoors and heating water for cooking, baths or showers.

Mould can grow on any surface, so if you spot any mould it's important to take early action as it can spread quickly. 

Top tips for preventing condensation

  • Cover pans when cooking.
  • Use extractor fans in kitchens and bathrooms.
  • Close internal doors when showering or cooking.
  • Dry clothes outdoors or use a dehumidifier when drying your clothes indoors.
  • Open your bedroom windows for 10 minutes when you get up in the morning.

Tips for treating mould

  • Wear protective gloves and a face mask, along with old clothes you don’t mind throwing away.
  • Open windows in the room you’re cleaning and shut the door.
  • Use a domestic cleaning product or mould remover – you can buy these from supermarkets and DIY stores. Carefully follow product guidance and safety instructions.
  • Some natural products, such as vinegar or baking soda, can tackle mould.
  • After clearing the mould, clean all surfaces by wiping down with a wet cloth to remove any spores that may have spread, then dry the surfaces.

What not to do

  • Don't use a vacuum cleaner on the affected area as this can transfer mould spores.
  • Avoid using bleach as this can sometimes make the situation worse.
  • Don’t use washing up liquid – it’s not powerful enough.

Our response to the Regulator of Social Housing 

In November 2022, the Regulator of Social Housing wrote to all Housing Association Chief Executives requiring Registered Providers to submit a return on damp and mould by 19 December 2022. Hightown submitted the following return to the Regulator on 15 December 2022.

The Regulator requested information on how Registered Providers across the social housing sector approach assessing the extent of damp and mould, and the prevalence of Category 1 and 2 damp and mould hazards in their properties (as assessed under the Housing Health and Safety Rating System).

The Housing Health and Safety Rating System (HHSRS) is a risk-based evaluation tool used to identify potential risks and hazards to health and safety due to any deficiencies in dwellings.

A Category 1 hazard is one which risks the most serious harm outcome. A Category 2 hazard is one which is less serious or urgent. Hightown's approach to categorising damp and mould is to record all cases as Category 2 unless they are identified to be Category 1.

Hightown's FOI response