Staying well in your home

We invited members of our customer Forum to collaborate with our Property Services Team and Communications Team in a task and finish project to help shape and improve the response to reports of damp and mould. We focused this on the Housing Ombudsman Spotlight Report - tackling damp and mould. 

Through three meetings the group identified some actions that would help customers and colleagues to recognise and report damp and mould cases.

• The introduction of a recorded message on our telephone lines during October to May encouraging customers to report any damp and mould issues.
• A review of the damp and mould leaflet including reviewing how it is accessible to those who can’t access online.
• Additional training for colleagues responsible for damp and mould detection and diagnosis

 At our next meeting we will look at customer satisfaction since the introduction of the new damp and mould policy and procedures.