Damp and Mould: Why Resident Communication Matters

Residents need a simple way to report concerns

Residents should be able to report damp, mould and related concerns without navigating a complicated process.

The initial report should make it easy to provide useful information, including:

• where the issue is located
• when it was first noticed
• whether it is getting worse
• photographs of the affected area
• any impact on the household
• previous reports or repair visits
• suitable contact and appointment information

Clear reporting helps housing teams understand the concern and determine the next appropriate action.

Acknowledgement builds confidence

After raising an issue, residents need confirmation that it has been received.

Silence can leave people unsure whether anyone is taking responsibility. A clear acknowledgement should explain what will happen next and when the resident should expect another update.

Even when a full assessment cannot happen immediately, timely communication shows that the concern is being taken seriously.

Keep communication connected to the case

Damp and mould cases may involve housing officers, repair teams, surveyors, contractors and other support services.

Residents should not have to repeat the same information every time the case moves between teams.

A connected record can help everyone involved understand:

• what the resident originally reported
• what evidence has been provided
• which appointments have taken place
• what work has been recommended
• which actions remain outstanding
• what information has been sent
• whether the resident has responded
• whether the issue has returned

This supports continuity and makes responsibility clearer.

Status updates reduce uncertainty

Residents should know whether their concern is awaiting review, assigned for inspection, scheduled for work or being monitored after completion.

Regular updates can reduce the need for residents to call for progress and help them understand why a case may require several stages.

Updates should be written in plain language and make the next action clear.

Resolution involves more than completing a repair

Closing a job in a repair system does not always mean the resident considers the problem resolved.

Housing providers may need to confirm:

• that the planned work has been completed
• whether further monitoring is required
• whether the resident has ongoing concerns
• whether another issue contributed to the problem
• whether practical guidance is needed
• whether the case should remain open

Resident confirmation and follow-up can help housing teams understand whether the outcome has been effective.

Identify patterns across homes and services

Individual reports also contribute to a wider understanding of property and service performance.

Consistent reporting can help housing providers identify:

• repeated concerns within a property
• recurring issues across similar homes
• delays between reporting and attendance
• missed appointments
• cases requiring repeated visits
• gaps in resident communication
• areas where earlier intervention may be useful

The purpose is to support better decisions and a more consistent response.

Communication supports accountability

Clear communication records help housing providers demonstrate what action was taken and when.

They also give residents greater visibility of their case and reduce the risk of important information being lost between teams.

A strong response combines effective investigation and repair work with clear ownership, regular updates and resident follow-up.

HomeHub and issue resolution

HomeHub Resolve gives residents a straightforward way to report concerns, add photographs and follow progress.

Housing teams gain a connected view of the issue from first report to final resolution, supporting clearer communication, coordinated action and a complete record of the case. This builds on the same approach to Compliance and Regulation used across HomeHub.