Damp, Mould and Condensation Policy

17.1 We aim to provide a high quality, customer focused service and welcome feedback from tenants. We will seek feedback via our website, email, in writing and verbally to learn from customer insight to improve services.

17.2 We operate a Corporate complaints policy that is open and transparent. If a tenant or service user feels the need to make a complaint against an individual or the organisation, the complaints policy and procedure will be followed. All complaints will be recorded and dealt with under Complaints Policy, which meets the requirements of the Housing Ombudsman Service Report - Spotlight on: Damp and Mould (published October 2021) (opens new window).

17.3 We monitor our repairs performance on a monthly basis and the data is reviewed and shared with Group Management Team and reported via the HEHC Overview and Scrutiny Committee. Performance is also discussed with the contractors during monthly performance review meetings.

17.4 Any tenants or other stakeholders who are dissatisfied with how we have managed their repair(s) are able to submit a complaint using our complaints process. Once our Complaints Policy and procedure is complete and the tenant remains dissatisfied, then they will be advised to contact the Housing Ombudsman's Complaint Handling Code (opens new window).