Damp & mould

At Karibu, we take our responsibility seriously to provide you with a safe and healthy living environment. That’s why we’re committed to offering practical advice and explaining the different ways you can report damp and mould to us if you notice a problem.

Karibu’s Commitment Under Awaab’s Law

From 27 October 2025, Awaab's Law will come into effect, introducing legally binding timeframes for social landlords to investigate and resolve hazards such as damp and mould.

Karibu fully supports the principles of Awaab's Law, and we are committed to acting swiftly and responsibly when damp and mould are reported to us. Our commitments to customers are:

• Investigate emergency hazards within 24 hours of being reported to Karibu or our appointed contractors, and take immediate action to make your home safe.
• Offer alternative accommodation where necessary if a property cannot be made safe within the required timeframe.
• Respond to significant damp and mould concerns within 10 working days, either through a visit from our contractor or a Karibu Surveyor. We will provide clear updates, and within those 10 working days, we will begin the repairs.

We believe everyone deserves a home that supports their health and wellbeing. If you notice damp or mould in your home, please report it to us immediately so we can take action.

New Damp & Mould Online Reporting Form - Now Available

Karibu has launched a new damp and mould reporting form on our website to make it easier for residents to report issues at any time, from anywhere.

We encourage all residents to use this tool to report concerns at their convenience. Once submitted, a member of the Karibu Repairs team will review your report during working hours and aim to respond:

• Same day if submitted before 5 PM, Monday to Friday
• Next working day if submitted outside office hours

This new tool helps us respond more efficiently and ensures your concerns are logged and addressed promptly.

​​​​​Click the button below if you would like to report to us now.

Report Damp & Mould

Alternatively, you can report damp and mould directly to our contractors Chigwell and MNM by phoning our helpline which is 020 8607 7777.

Triage Questions Karibu and our Contractors will ask you

When residents or their representatives report damp or mould to Karibu or our contractors, we assess each situation on a case-by-case basis. We recognise that every case is unique, and therefore we follow a structured triage process to ensure appropriate action is taken.

As part of this process, we ask a series of standardised questions relating to:

• Resident vulnerabilities
• Health concerns
• Details about the damp or mould issue

We may also request photos to help us determine the most suitable category for the case. This enables us to prioritise effectively and respond appropriately.

We believe in working collaboratively with our contractors, so our triage questions and service standards are aligned across all parties. This ensures consistency, fairness, and a high-quality response for every resident.

Escalating your concerns

If you have informed us of a damp and mould problem and we have not resolved the issue to your satisfaction, please escalate the issue using our complaints process.

You can find the full complaints policy and procedure on this page under Downloads section or on our Policy Library page.

Downloads

Damp & Mould Policy (290.9KB)

Damp & Mould Service Standard (512.6KB)

Complaints Policy (320.4KB)