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Damp, mould or condensation

If you’ve noticed damp, mould or condensation at home, we’re here to support you. Find out some simple things you can do, as well as how to ask for our help.

Reporting damp, mould or condensation
How can I prevent damp, mould or condensation in my home?
Dealing with heating costs
Difference between damp, mould and condensation

Reporting damp, mould or condensation

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:

Which rooms are affected?
What does it look like? What colour is it? How big is the patch?
Is the mould behind your furniture or other things against your walls?
Do you have working extractor fans in your kitchen and bathroom?
Have you told us about a damp, mould or condensation issue in your home in the past 12 months?
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.

How can I prevent damp, mould and condensation in my home?

There are three main things you can do to prevent problems with damp in your home.

stop moisture from building up
improve the ventilation in your home
maintain a comfortable temperature

How can I stop moisture from building up?

Follow these steps to help reduce moisture from building up inside your home.

open your windows every day, particularly when showering, bathing or cooking. Make sure trickle vents remain open and wipe down any visible condensation you see.
make sure any extractor fans in your home stay on so they can work effectively
if you’re having a bath, run the cold water first, then add the hot – this can reduce condensation by as much as 90%!
wipe condensation off your windows and windowsills

How do I improve ventilation in my home?

Improving the ventilation in your home will allow damp air to escape.

open windows and or use your extractor fans when cooking or bathing
if you have to dry your clothes inside, try to do it in a small room with an open window to let the moisture escape
make sure your air vents aren’t blocked
leave a small gap between your furniture and the walls to improve air flow
leave trickle vents open

How can I keep my home warmer?

By keeping your home at a constant temperature, you can reduce the amount of condensation build-up.

draught-proofing your home can keep it warmer while reducing your fuel bills – this might include installing draft excluders around your door frames and keeping your curtains closed at night
if you can, try keeping a gentle background warmth, it often works better than short bursts of high heat.

Dealing with heating costs

It’s important to maintain a constant temperature in your home to help control condensation. If you’re worried about keeping your heating on due to energy bill costs, we’re here to help. Contact our Money Advice Team and ask to speak to our specialist energy advisors.

My Account

What is the difference between damp and condensation?

Condensation is the visible water that forms on surfaces due to warm, moist air meeting a cold surface, like when you see water droplets on a cold window. Damp is excess moisture within the fabric of the building, often caused by leaks or rising moisture from the ground. Essentially, condensation is a surface issue, while damp is a building issue.

Find out more

Damp

If you think your home has a damp problem, it’s important that you contact us so we can take steps to resolve it. There are two main types of damp which can affect your home.

Penetrating damp

Penetrating damp is when rain soaks through the walls, roof, windows or doors, and can be caused by building problems like overflowing gutters, missing roof tiles and leaking pipes. It can happen anywhere in a building, but usually affects floors that are higher up.

Rising damp

Rising damp is when moisture rises through your floor and into the walls of your home. It sometimes appears as a tide mark on your skirting boards and can be caused by a failed damp-proofing barrier.

Mould

Mould is a living organism that thrives on condensation and moisture that usually appears as black or dark coloured patches and spots. If you’ve only got small amounts of mould, for instance on your windows or the sealant in your bath, it might be quicker and easier for you to try treating with a DIY anti-mould spray from a supermarket or hardware shop.

If you’ve tried this, and the mould has come back, it’s important you contact us as it may need specialist treatment.

Condensation

Condensation is when water accumulates on the inside walls and windows of your home when warm, damp air meets a cold surface, causing drops of water to form.

Condensation can be a big problem in colder months and is often caused by things like steam from cooking, boiling water, showering, or drying clothes indoors. A lack of ventilation can make this worse as it means the warm air has nowhere to escape to.