Damp and Mould

Condensation forms when moisture in the air reaches a cold surface.

Penetrating damp can be caused by water entering through roofs, walls, windows, pipes or gutters.

Rising damp moves upwards from the ground into the building.

Traumatic damp follows a sudden event such as a burst pipe or flood.

Mould is a fungus that grows where there is excess moisture. It can appear as black, green or brown patches. Damp or mould may also be hidden and noticed first as a musty smell.

Damp and mould can affect anyone. Some people may be at greater risk, including young children, older people, and for someone who has asthma or other health conditions.

Please tell us about anything that may affect the level of risk or how we get in touch with you. You do not have to provide medical proof. We can provide reasonable adjustments, including interpreting, translation and information in accessible formats.

Assess your request. We will ask about the problem, the home and your household.

Arrange an investigation. A trained member of staff will normally visit your home to understand what is causing the problem.

Take immediate or interim action where needed. This may include mould treatment, stopping a leak, improving ventilation, monitoring or other safety measures.

Send you a written summary. We will explain what was found, whether your home is substantially free from damp and mould, what action is needed and the expected dates for repairs.

Complete the right repairs. If there are issues identified, we will fix the cause.

Follow up. We will check whether the work has resolved the issue and whether any further support is needed.

We will follow the timescales set out in The Investigation and Commencement of Repair (Scotland) Regulations 2026, better known as Awaab’s Law.

Our Investigation will be completed within 10 working days of us becoming aware of damp or mould.

A written summary will be issued within three working days after the investigation is completed.

If substantial damp or mould is found, repair work will start within five working days after the investigation.

The repair will be completed within 20 working days from the date repair work starts.

These are the minimum standards, and we will act quicker as often as we can.

Your summary will explain:

• when the issue was reported and investigated;

• who carried out the investigation;

• what was inspected and found;

• whether the home is substantially free from damp and mould;

• the likely cause;

• action already taken;

• further repairs, interim measures or monitoring;

• target start and completion dates;

• how to ask questions, complain or request further investigation; and

If there is a delay

Sometimes weather, access, specialist contractors, materials, structural complexity or external approvals can affect an investigation or repair. If circumstances beyond our control prevent a deadline being met, we will explain this in writing and provide a revised timeframe and take reasonable steps to minimise the damp or mould while work continues.

Please:

• report problems as soon as possible;

• allow access for agreed inspections and repairs;

• tell us if an appointment is unsuitable;

• use extractor fans and vents where available;

• tell us if heating costs, equipment or accessibility make advice difficult to follow;

• tell us if you are struggling to move furniture to prepare for repairs or if you need support to communicate with contractors; and

• contact us again if the issue continues.

Please tell us if you feel your concerns are not being taken seriously and ask for the case to be reviewed. You can also make a formal complaint.

If you remain dissatisfied after our final response, you may contact the Scottish Public Services Ombudsman.

Tenants may be able to claim Right to Repair compensation where an investigation or start to repair work deadline is missed.

Find out more about your rights.