Damp, Mould and Condensation Policy

1.1 Stonewater operates a zero-tolerance approach to damp, mould and condensation (DMC) which is supported by our data led DMC process.

1.2 We understand that access to a safe, warm and affordable home is essential, supporting all Stonewater customers and their families to thrive.

1.3 Stonewater is committed to working with our customers to ensure any household either experiencing or at risk of experiencing damp, mould or condensation is provided with targeted and proportionate support to address this.

2.1 This Policy outlines our commitment to both reactively addressing any known damp, mould or condensation cases within a Stonewater home and proactively utilising a range of data, property information (including age profiling, property architype and component information), customer information (including household vulnerabilities) and wider insight to identify and manage the possible development of damp, mould or condensation in our customers’ homes.

2.2 Stonewater introduced its current DMC process in August 2021 and revised it for the requirements applying from 27 October 2025 under the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025, commonly known as Awaab’s Law. This policy must be read with the supporting procedure, which records the point at which Stonewater becomes aware of an issue and controls every statutory deadline.

Initial contact and triage - Every report, observation or other information indicating that a hazard may affect a home will be logged immediately. A trained colleague will consider the nature, severity and likelihood of harm, the actual circumstances of every household member and whether the matter may be an emergency hazard or a significant damp and mould hazard. Classification will not depend solely on a customer having a recorded vulnerability.

Emergency action - Where Stonewater has reasonable grounds to suspect an emergency hazard, a competent investigator will investigate as soon as reasonably practicable and Stonewater will complete the investigation and any work needed to make the home safe within 24 hours of becoming aware of the issue. Customers will be given immediate safety advice and kept informed. If the home cannot be made safe within 24 hours, Stonewater will provide suitable alternative accommodation at its expense until it is safe to return.

Significant damp and mould investigation - Where Stonewater has reasonable grounds to suspect a significant damp and mould hazard, a competent investigator will complete an investigation within 10 working days of Stonewater becoming aware of the issue. The investigation will include a physical inspection where required and will identify the cause, extent and risk, taking account of the household’s circumstances. If a significant hazard is identified, Stonewater will complete work needed to make the home safe within five working days after the investigation concludes.

Written summary and communications - Stonewater will provide the customer with a written summary within three working days after an investigation concludes. It will explain the findings, whether an emergency or significant hazard was identified, the work required to make the home safe, supplementary preventative work, expected dates, interim precautions, contact arrangements and how to make a complaint or challenge the outcome. Information will be accessible and reasonable adjustments will be made where required.

Supplementary preventative work - Where an investigation identifies an emergency or significant hazard, Stonewater will begin, or take steps to begin, any additional work needed to prevent recurrence within five working days after the investigation concludes. If this is not possible, Stonewater will act as soon as reasonably practicable, physically start the work within 12 weeks and complete it satisfactorily within a reasonable period. The customer will receive progress updates and revised dates where circumstances change.

Further and renewed investigations - Stonewater will arrange any further investigation needed to reach a reliable conclusion. A renewed investigation, including a physical inspection by a competent investigator, will be undertaken where there is a material change, evidence that a hazard persists or recurs, or other information calling the earlier conclusion into question. A new statutory timetable will be controlled from the relevant point of awareness.

Follow-up and support - Stonewater will confirm after completion that the home is safe and the identified work has been effective. All closed DMC cases will also receive a follow-up within six months. A case will be reopened promptly where damp or mould returns. Customers may be referred, with consent where appropriate, for support relating to fuel poverty, overcrowding, health, tenancy sustainment or other relevant needs.

2.3 As part of our process, we assign properties to one of the following categories:

• Emergency hazard - a hazard posing an imminent and significant risk of harm to the health or safety of an occupier. Stonewater will apply the 24-hour investigation and make-safe duty.

• Significant damp and mould hazard - damp or mould posing a significant risk of harm to an occupier’s health or safety. Stonewater will apply the 10-working-day investigation, three-working-day written-summary and five-working-day make-safe duties.

The assessment will be evidence-based and made from the perspective of a reasonable landlord, considering the likely harm, its seriousness and immediacy, the condition and use of the home, duration and recurrence, and the circumstances of all household members.

2.4 Factors that may increase the risk or consequences of harm include, but are not limited to, age, pregnancy, respiratory, cardiovascular or other health conditions, disability, weakened immunity, medication, previous exposure, the rooms affected and the customer’s ability to avoid the hazard. The absence of a recorded vulnerability does not prevent a hazard from being assessed as significant or emergency. Customers will not be required to provide evidence of circumstance or medical condition in order to be considered at imminent or significant risk of harm.

2.5 Colleagues are engaged, equipped and committed to reviewing all known DMC cases, with colleagues collaboratively to review all cases and contacting customers to identify whether our interventions have been successful. This not only reinforces our customers’ voices but allows us to further embed a culture of continuous learning.

2.6 In all circumstances any customer who has accessed this process will be contacted within a maximum of six months to confirm that the agreed DMC intervention has been successful or agree alternative actions.

3.1 Awaab's Law and the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025

3.2 Landlord and Tenant Act 1985

3.3 Fitness for Human Habitation Act 2018

3.4 Housing Health and Safety Rating System (HHSRS)

3.5 Regulator of Social Housing Consumer Standards, including the Safety and Quality Standard

3.6 Decent Homes Standard 2026

3.7 Equality Act 2010

3.8 Data Protection Act 2018

4.1 Every Stonewater customer will be supported to access our DMC Policy and associated process, with the most appropriate support provided to assist in the remediation and / or avoidance of DMC in their home.

4.2 This will be overseen by trained and equipped individuals, either through Stonewater’s internal colleague base or our wider partnering framework, with ongoing communication maintained with affected customers.

4.3 Where a home cannot be made safe within the applicable statutory deadline, Stonewater will provide suitable alternative accommodation at its expense until the home is safe. The accommodation and move arrangements will take account of household composition, accessibility, health, education, caring responsibilities, pets and other relevant circumstances. This duty is not discretionary.

4.4 Stonewater will seek to work collaboratively with any affected customer / household as a priority; recognising that any interventions or remedial works impact the use of their home.

5.1 Delivery will be monitored through monthly operational controls and quarterly assurance to relevant governance bodies, including the Chief Officers Group and the Homes and Development Challenge and Assurance Panel. Reporting will cover cases received, hazard classifications, compliance with each statutory deadline, overdue actions, temporary accommodation, repeat cases, access barriers, customer communications, complaints, equality impacts, contractor performance, corrective action and lessons learned. Any actual or potential statutory breach will be escalated immediately to the accountable director.

6.1 Stonewater is committed to ensuring that Equality, Diversity & Inclusion (EDI) is considered throughout our policy, procedure and process development.

6.2 Insight into all DMC cases across our portfolio has influenced the development of this Policy and the supporting process, with further engagement with customers affected by DMC to be undertaken alongside ongoing discussions with our Customer Scrutiny Panel.

6.3 The Equality Act 2010 will be applied when delivering this policy. Stonewater will identify communication, access and support needs; make reasonable adjustments; provide information in accessible formats; and ensure that no customer is disadvantaged because of a protected characteristic.

6.4 Protected characteristics and vulnerability are distinct concepts. Stonewater will consider both as part of an individual, evidence-based risk assessment and when deciding communication, access, temporary accommodation, support and repair arrangements. No fixed characteristic or checklist will be used as the sole basis for hazard classification.

6.5 The Vulnerable Persons Policy, which contains our approach to reasonable adjustments, will be applied throughout the DMC process. Customers will not be blamed for damp or mould, and advice on heating, ventilation or use of the home will not replace Stonewater’s duty to investigate, make safe and remedy building defects or hazards.