If you're experiencing damp, mould or condensation in your home, it could be caused by a maintenance or building issue. Let us know as soon as possible so we can work with you to manage the issue.
Before you contact us about damp in your home
Before you get in touch, it’s helpful if you have as much information as possible so we can understand the best steps to take.
The more information you can give us, the more effectively we’ll be able to address your problem. If you can, take photos of the affected areas.
We’ll need to know:
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Which rooms are affected?
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What does it look like? What colour is it? How big is the patch?
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Is the mould behind your furniture or other things against your walls?
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Do you have working extractor fans in your kitchen and bathroom?
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Have you told us about a damp, mould or condensation issue in your home in the past 12 months?
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Do you have a photo of the affected areas?
How to get in touch with Citizen about damp, mould or condensation
The quickest way to let us know is through My Account. Try to include as much of the above information as possible and attach photos.
If your problem is urgent, or you can't use My Account please give us a ring on 0300 790 6555. We may ask to do a video call with you, so we can see the issue and take the right steps to fix it.
From 27 October we will be managing all cases of damp, mould and condensation and emergency repairs in line with Awaab’s Law. You can still report it using My Account or a phone or video call, but we will respond within the new time frames set out by the law. These are 24 hours for emergency hazards and 10 days for other significant hazards. We will also be sharing more written progress updates with you.