As the weather grows colder over the winter months, we start to see an increase of damp and mould reports. To help tackle these issues – and, more importantly, prevent them - we have a new, dedicated team at Yorkshire Housing.
The damp and mould team will deliver a speedy response for customers who are experiencing these seasonal problems and keep our homes healthy. Last year saw a whole-organisation approach to damp and mould training, plus more targeted focus for the repairs team and surveyors. We invested in new kit to seek out the source of humidity and damp issues.
This year we have recruited twelve extra people to focus solely on the work to do what we can to keep our customers safe and our homes healthy.
The team
Clint Lear is our new damp and mould team leader. He joined us in July 2024 from a housing association and has a sound working knowledge of industry standards, relevant legislation and best practice relating to damp and mould. Along with drafting processes and policies, Clint has been recruiting the new team.
His remit to ensure reported damp and mould is dealt with quickly by six first responders, four multiskilled operatives and one tech coach. Clint is working with the Customer Experience team to upskill on damp and mould issues so the customer can be guided to the correct initial steps. A key part of Clint’s role is creating a culture where all damp and mould issues are effectively managed, escalated proactively and correctly, and concerns raised by customers are dealt with understanding.
The new tech coach, Chris Ramsden, provides effective technical guidance, advice, and support to the team. Chris came from an environmental services background and started at Yorkshire Housing as an environmental services officer. After six months in the role, he was promoted into the tech coach job. He responds to complaints, keeps an eye on quality by carrying out audits and looks at the health and safety side of things. The first responders go to properties, take the first look and clean down any mould that is present.
The process
You might have noticed we’re using a medical emergency analogy. This is because we know there is a direct impact of mould on the health of our customers.
Got damp and mould in your home? Here’s what will happen:
- We need you to call us to let us know about the case. If it’s not reported, we won’t know about it and won’t be able to help. Once we receive the report we will ‘triage’ it, send out ‘first responders’, rate the report red/amber/green and assess. The team will work across all four geographical areas of Yorkshire housing.
- When the first response team head out to your home they treat any mould. This specialist treatment can sort out the immediate problem and will reduce any risk to health.
- The first responders go through a checklist of possible reasons for mould to be present in a property. It is vital we look for the root cause of the damp.
- The first responders will and provide follow-up guidance. We’ll work with you to find a solution to damp and mould and give you the support that you need to permanently fix the problem.
Cath Mustafa, head of repairs, said it’s important to listen to what customers are telling us: “We’re taking this problem seriously; we’ve focused on the responses to customer surveys and complaints and listened to feedback. We’re responding to customers and regulators. We understand the impact of damp and mould on people and their home. We want people to be proud of their home.
“The biggest shift is putting together a specialist team as we can’t carry out the work without the people. This new team of 12 people, an increase in headcount, didn’t exist this time last year.”
Innovation
The team are here to treat, not to clean. There’s little point in clearing mould with a product that treats the surface as it’s likely to return weeks after. This is why we are no longer using chlorine-based products as a form of treatment – it masks the problem but does not neutralise or kill the mould. What is important is identifying why it’s appeared and looking at the source. We’re using specialist equipment such as moisture meters and thermal imaging cameras to assess what is happening in homes for continual monitoring.
We’re trailing thermal paints to see if the product can help keep mould at bay by not allowing the wall surface to fall below a certain temperature. We’re also considering what alternative products we are using, wherever possible.