Your home

Damp & mould

All homes are at risk of condensation, especially during the colder winter months. While small amounts of condensation are normal, excess moisture can lead to mould growth, which may affect both your health and the condition of your home.

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.

Emergency Vs Significant Hazards

Under Awaab’s Law, social landlords in England must respond to housing hazards within strict timeframes, based on whether the issue is classified as Emergency or Significant. Here's a breakdown of the emergency vs significant criteria:

Emergency Hazards

Definition: Hazards that pose an imminent and significant risk of harm to health or safety. These require immediate action.

Examples:

Extensive black mould in a child’s bedroom or throughout the property.
Severe damp causing structural instability
Mould causing acute respiratory issues

Response Requirements:

Within 24 hours: Investigate and make the property safe or offer alternative accommodation
Within 3 working days: Provide a written summary of the investigation and actions taken

Significant Hazards

Definition: Hazards that pose a serious health risk but are not immediately life-threatening. These still require prompt attention.

Examples:

Damp and mould not causing immediate harm but affecting health over time
Excessive draughts coming into a property through windows which as a result has caused early signs of mould to appear around the surrounding areas.

Response Requirements:

Within 10 working days: Investigate the hazard
Within 5 working days after investigation: Begin repairs

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.

Preventative Tips for Damp & Mould

Ventilation & Airflow

Open windows regularly to allow fresh air to circulate
Use extractor fans in kitchens and bathrooms
Avoid blocking air vents or trickle vents on windows

Moisture Control

Dry clothes outdoors or in well-ventilated areas
Use a dehumidifier in rooms prone to damp
Wipe down condensation from windows and walls daily

Property Maintenance

Report leaks or plumbing issues promptly to our Contractors Chigwell, MNM or to Karibu
Regularly clean your kitchen and bathroom extractor fans to maximise their efficiency. This is your responsibility as a Karibu resident. If your extractor fan is not working, please report it Chigwell, MNM or to Karibu
When you redecorate your property, use a good quality anti-fungicidal paint to help prevent mould appearing again

Temperature Regulation

Maintain a consistent indoor temperature. It is better to heat your home gently throughout the day than to heat it for a brief period
Use heating to reduce humidity, especially in colder months
Thick curtains above radiators will stop heat from escaping
Keep curtains/blinds open on sunny days to help warm rooms
Don’t trap heat - ensure large furniture is kept away from radiators as it prevents heat from circulating

Cleaning & Monitoring

Regularly clean areas prone to mould (e.g., bathroom tiles, window sills)
Use mould-resistant paint or sealant when decorating your property
Inspect hidden areas like behind furniture or inside cupboards and clean these easily forgotten areas
If you notice after cleaning mould away and it re-appears regularly please report it to us Chigwell, MNM or to Karibu

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.

Your Home

Having Damp or Mould Problems at Home?

Use our handy reporting form to let us know you are experiencing damp or mould issues. Our team will carefully review your message and aim to respond within 24 hours.

Report damp or mould