Keeping your home free from condensation, damp, and mould is really important for your comfort and your health. At Innisfree, we take these issues seriously and respond within the legal timeframes set by Awaab’s Law. If you are ever worried about damp, mould or condensation in your home, please let us know straight away – even if it seems minor.

Why this matters – Awaab’s Law

Awaab’s Law was introduced after the tragic death of a two-year-old boy, Awaab Ishak, in 2020 due to mould in his home. The law requires all social landlords, including Innisfree, to act quickly and safely when any damp or mould is reported.
That means:
· We must investigate reports within 10 working days.
· We must make homes safe within 24 hours if there is an immediate risk to health.
· We must keep you informed in writing after our inspection.
· We must complete repairs and remedial works within a reasonable time, normally within 12 weeks.
You have the right to a safe, dry, and healthy home.

Understanding Damp and Mould

External Damp

External damp shows as wet patches on walls or ceilings, usually caused by issues such as leaks from the roof or gutter, damaged cladding, or window faults. Innisfree is responsible for fixing these issues. Please report them as soon as you notice any damp or staining.

Internal Damp (Condensation)

Internal damp is often caused by condensation – when warm, moist air meets cold surfaces. It can appear as water droplets on windows or walls, damp corners or black mould patches, or a musty smell. Condensation can be reduced by:

· Heating your home to maintain a steady temperature (ideally above 15°C).
· Ventilating regularly, especially after showering or cooking – open trickle vents and use extractor fans.
· Wiping windows to remove moisture.
· Keeping lids on pans and doors closed when cooking or bathing.
· Avoiding drying clothes indoors if possible.

Signs to Look Out For

· Black, green, or white patches on walls, ceilings, or furniture.
· A musty or damp smell.
· Peeling wallpaper or bubbling paint.
· Water stains or mould near windows, bathrooms, or kitchens.
· Any breathing problems that may be linked to damp or mould.

How to Report a Problem

Report damp, mould, or condensation as soon as you notice it. You can contact us in any of these ways:
· Phone: 0207 625 1818 (option 2)
· Email: maintenance@innisfree.org.uk
When you report it, please tell us where the problem is, how long it has been there, whether anyone has health issues affected by it, and send photos if possible. This date of contact becomes ‘Day Zero’ – when our legal timeframes start.

What Happens Next

Where applicable, short-term safety works will begin within 5 working days, and full repairs will be completed within 12 weeks where possible. This depends on the findings of the inspection.

If You’re Not Happy

· You can make a formal complaint under our Complaints Policy by calling us on 0207 625 1818 (option 4) or emailing complaints@innisfree.org.uk
· If still unresolved, you can contact the Housing Ombudsman.
· You can also raise serious concerns with the Regulator of Social Housing.

Summary

Condensation, damp, and mould are problems we take seriously. We are committed to acting quickly and transparently, keeping you safe and healthy, and ensuring you feel listened to and supported throughout the process. If in doubt, please report it – no issue is too small.
Phone: 0207 625 1818 (option 2)
Email: maintenance@innisfree.org.uk

We log your report and confirm receipt.

We assess the risk, and depending on severity, we will attend within 24 hours if there is an immediate health risk or inspect within 10 working days for other issues.

After the inspection, we will send you a written summary of what we found within 3 working days.

The leaflet below identifies the different types of damp, what can cause it and what we can do together to reduce it. It also helps identify where it could be a fault in your property and how to report it.