• This policy is for all tenants of Fareham Housing, including Later Living and those living in temporary accommodation that is owned by the Council. It includes shared areas, such as communal lounges or stairs.
• There may be a shared responsibility for fixing the damp and mould if you are a leaseholder.  The details will be in your lease.

• Damp – This is when there is too much moisture in the home that cannot escape. Causes of damp could be rising damp, penetrating damp, or condensation.
• Mould – A microscopic fungus, with spores that are found everywhere. Mould grows where there is damp that doesn't go away.
• Penetrating damp – water enters the house over a period of time, for example, from a roof leak.
• Rising damp – water that has been absorbed through the ground and rises up through the structure of the building.
• Traumatic damp – Caused by leaking water from waste and heating pipes, overflowing baths or sinks, burst pipes or defective water storage vessels inside the building. It may also originate from outside the property, for example from another building or environmental flooding.
• Condensation – when moisture in the air meets a cold surface such as a window or external wall and causes wet patches to appear.

• We will investigate any reports of damp and mould within specified times. Timescales will be dependent on how serious the issue is.
• We will visit your property to see what could be causing the damp and/or mould, what rooms it is affecting and check whether any there are any existing health concerns or vulnerabilities.
• We will provide you with an inspection report within 3 working days of visiting your property.
• We may also provide you with additional advice, support or equipment, depending on what we find.

• There are several ways that you can report an issue:
• Calling 01329 824771 to speak directly to the Responsive Repairs Team (08:45 – 5:15).
• Calling 0800 374485 for the emergency out of hours telephone number.
• Emailing responsiverepairs@fareham.gov.uk
• Through your Neighbourhood Housing Officer:
  • Telephone: 01329 824435
  • Email: housing@fareham.gov.uk   
• Through your Later Living Officer:

Reports received via the Neighbourhood Housing Officer or Later Living Officer will be passed and logged with the Responsive Repairs Team, in line with our Repairs Process.

• Calling the Council's Customer Service Centre on 01329 236100.
• Visiting or writing to the Council at: Civic Offices, Civic Way, Fareham, PO16 7AZ.

• Report any damp, mould, and condensation concerns to us as soon as you see them. This includes any issues that may have come up before but have returned.
• Let us and our contractors into your home to investigate and treat damp and mould.
• Contact us to get advice on how to treat condensation and surface mould.
• Make sure rooms are kept at a temperature between 18? and 21?. This will help stop condensation.

• Check and report to us any damaged windows, blocked or broken extractor fans, leaks or faulty heating.
• Make sure air can get through your home by keeping windows and vents slightly open and use any extractor fans that are fitted. This is especially helpful when cooking or using the bathroom.
• Keep your home adequately heated at a constant temperature using the heating systems provided. (The World Health Organisation recommends 18°c.)

HHSRS Category	Investigation Timeframe	Examples	Remedial Works Timeframe
Emergency	Within 24 hours	Extensive mould in multiple rooms Structural damp Vulnerable occupants (children, elderly, those with respiratory illnesses)	Start immediately and make safe within 24 hours. Complete relevant safety work within 5 working days. A decant to temporary accommodation if unsafe.
Significant	Within 10 working days	Widespread mould in one or two rooms, Recurring damp, No immediate health emergency	Undertake relevant safety work  within 5 working days of investigation. Begin any supplementary preventative work within 5 working days of investigation or as soon as possible. If complex, full works must begin within 12 weeks with supplementary preventative works completed within a reasonable time period.
Routine	Planned inspection (as part of routine maintenance)	Small patches of mould on sealant Condensation on windows	Within 28 days or as part of planned works

• Our Responsive Repairs team will ask you questions about the damp and mould. They will include:
  • Where is the damp and mould?
  • Are there any children aged 0-14 living in the property?
  • Are there any household members with respiratory related conditions?
  • What is the extent (how much) damp and mould is there?
• If you are able to send in photographs, this will be very useful to help us in our investigation.

• If the problem is urgent, based on the answers from the questions above, we will class it as an 'emergency'.
• We will then investigate within 24 hours and start works immediately.

• When you report damp and mould to us we will ask you if you have any health problems that could be made worse by the issue.
• We will categorise the issue as 'emergency' and investigate within 24 hours.
• We may need to temporarily move you to another property if it is unsafe. We will let you know if this is needed and we will support you with the move.

• If you need extra help, we can assist you with this. If you need to be referred to another agency or support service for help, we will arrange this.

If you are unhappy with the way your damp and mould problem has been handled you can speak to the Responsive Repairs team, or the Responsive Repairs Manager by calling, writing or emailing any of the contact details under the 'How do I report an issue with damp, mould or condensation?' question above.

Alternatively, Fareham Borough Council's Complaints Policy can be found on our website at:
https://www.fareham.gov.uk/about_the_council/complaints/complaints.aspx

Complaints may be made online, by email, or in writing.

Complaints Administration
Fareham Borough Council
Civic Offices
Civic Way
Fareham
PO16 7AZ
Email: complaints@fareham.gov.uk 

• You can read our full Damp and Mould Policy on our website: https://www.fareham.gov.uk/housing/housing_policies_and_strategies/hsgstrategy.aspx. 
• You can find lots of information about repairs on our website: https://www.fareham.gov.uk/housing/repairs_and_improvements/intro.aspx.
• You can also reach a member of the Responsive Repairs team (01329 824771).
• You can email at responsiverepairs@fareham.gov.uk.