Earlier this year, SLH’s Tenant Scrutiny Panel carried out an in-depth review of our approach to tackling damp and mould issues in our homes after we thoroughly reviewed our processes in late 2022.
Damp and mould are persistent issues that can have detrimental effects on both the physical and mental health of tenants living in our homes, as well as causing damage to homes and belongings.
In the wake of the tragic case of Awaab Ishak, a two-year-old boy who died in Greater Manchester after suffering severe health complications due to prolonged exposure to damp and mould, we and housing associations across the country have overhauled our approach to damp and mould to ensure our homes are the safest they can be and to protect tenants from damage to their health and wellbeing. We asked our Scrutiny Panel to take a deep dive into our new processes which include robust measures to identify problems of damp and mould and clearer timescales for dealing with any significant issues.
They wasted no time getting stuck into the review, taking a closer look at our processes, shadowing home visits with surveyors, observing phone calls at the Avela Home Service contact centre, reviewing recent repair complaints and delving into our damp, mould and condensation communications plan.
Overall, they were happy with our communication to tenants about identifying damp and mould and how to report it. They felt that the information on our website was clear, accessible and easy to find and that processes were followed.
The Scrutiny Panel did identify areas where they thought we could improve. Here are some of their suggestions for improvement following their review:
- Increase the customer response rates for repairs satisfaction surveys as they found this to be low. This will help us pick up any damp and mould issues through the surveys.
- Carry out follow-up visits to homes where tenants have previously reported damp and mould in the winter months in addition to the planned two- and six-month visits, as winter is the time when damp and mould thrive in homes.
- Provide surveyors with more detailed information before visiting homes. This will help them deal with damp and mould issues on their first visit as they will have been fully prepped about the issues.
- Continue with our proactive approach towards damp, mould and condensation, regularly communicating with tenants about signs to look out for and reporting issues urgently.
We'd like to thank all members of the Scrutiny Panel for their time in undertaking this review, their feedback has been instrumental in helping us to improve our damp and mould processes further.
Join the Scrutiny Panel
Carrying out reviews of our services is a key part of Scrutiny Panel’s role and their next review will take a closer look at how we deal with anti-social behaviour. If you are interested in joining the panel, we are always looking for new members. Please get in touch by emailing [email protected] or call 0330 303 3000.