Customer Scrutiny Panel
Damp, Mould and Condensation Review

Scope and Approach
Background
The Panel were approached by Asset Management and Customer Board Partnership to carry out a review of how North Devon Homes deal with Condensation, Mould and Damp. Damp and mould has been a priority for North Devon Homes and nationally due to the sad death of Awaab Ishak who lived in a Rochdale property caused by damp.
The review commenced on 8th June 2023 and has been completed on 14th August 2023.
The Panel met with Head of Asset Management who explained that a policy and procedure has been put together to cover how North Devon Homes deal with damp and condensation and explained that the company want to help and support customers to prevent to resolve/carry out repairs as needed.
The company have also seen an increase in damp, mould and condensation cases being reported from customers due to the media and awareness along with customers’ challenges with cost of living.
The Panel recognise that mould causes health implications and these have been highlighted to social landlords. NDH are working with customers as best they can to ensure properties are ventilated.
Scope of the review was:
- Review the advice provided on the website and current leaflet
- Review the procedure and check that this is what NDH are doing
- Review the procedure to advise NDH whether the current approach works or where anything needs to be added.
The Panel looked at:
- The North Devon Homes Damp and condensation Policy
- The North Devon Homes Damp and Condensation procedure February 2023
- Damp update from CBP meeting May 2023
- Extractor fan noise levels and costs
- 9 examples of leaflets from the sector; Birmingham City Council, Westward, Network Homes, Cornerstone, Plymouth Community Homes, Livewest, Peabody, Rochdale, Trident London.
- Senior Surveyor asked the Panel to look at Environment leaflet for useful tips on damp and mould
- North Devon Homes current damp leaflet and website content
- Toolbox talk on Damp, mould and presentation from Senior Surveyor
- Results of the Summer Fayre Condensation awareness game
- Results of the telephone surveys to customers who have experienced damp and mould
Based on this review the Scrutiny Panel will make recommendations around the following three themes: Stop, Start and Continue.
Continue | Things which the Scrutiny panel identified were of value |
Start | Things which the Scrutiny panel identified they felt would be well received by customers |
Stop | Things which the Scrutiny panel felt were adding little value to the customer |
Process
Step one:
The Panel requested to meet with the Senior Surveyor to talk about how North Devon Homes approaches damp and deals with issues raised. The Panel met with the Senior Surveyor on 20th July 2023 and were shown toolbox talk presentation on different types of damp and different methods that North Devon Homes use to treat damp.
Step two:
Scrutiny requested to see some sector examples on other housing association policies and information. The Panel reviewed the following:- Birmingham City Council – website content Westward – reduce condensation checklist, website content, controlling condensation in your home Cornerstone – website content & guide to damp and mould leaflet Rochdale – website content Network Homes – leaflet Plymouth Community homes – leaflet & damp & mould policy Livewest – website content & damp and mould policy Peabody – Damp and mould Policy Trident – website content
Step Three:
The Panel discussed with the Head of Asset Management ideas to raise awareness of condensation and moisture at the summer fayre. One Panel member agreed to be Captain Condensation and make a house on a board for customers to see how much moisture is produced in their homes. The Panel worked with the Senior Surveyor to agree the approach and also offered a free prize draw ticket if customers discussed damp and mould at the summer Fayre.


Step Four:
The Panel asked how many disrepair cases there have been this year and how many have gone to the solicitor. There are currently 10 cases in total but only 4 are active. 3 have gone to solicitors this year and 1 through North Devon Homes complaints process.
Step Five:
The Panel have reviewed the current leaflet and policy and no changes to be made. The Panel will consider putting together a shorter leaflet with useful information.
Step Six:
Two Scrutiny Members telephoned customers, who have reported damp and mould, to find out their experience and any improvements to the process. They spoke to 5 customers. Findings of these are in this report as recommendations.
Step Seven:
The Panel asked to see data on the running costs and noise levels of extractor fans. They were satisfied that the cost of these is acceptable and not excessive for customers.
See below chart for costings:-
Step Eight:
The Panel reviewed feedback from both the Summer Fayre awareness game and the telephone surveys. They spoke to 61 customers (59 during awareness game and 2 during corporate plan survey) in total about condensation/damp awareness issues at the Summer Fayre. The Panel telephone 5 customers to get feedback on their experience of reporting/having damp/mould works done through North Devon Homes. Findings of these are in the report as recommendations.
Step Nine:
Panel members have shared their top 5 points that are important to include in a shorter leaflet for customers and front line-staff to hand out. This forms part of the recommendations below.
Step Ten:
The Chair of Scrutiny to present the report at Customer Board Partnership for approval and comments on Wednesday 6th September.
The panel concluded their review with the following recommendations and comments (key findings and recommendations in brief):
- Start – From their feedback of Summer Fayre Awareness game and telephone surveys, the Panel would like communication to be improved when works are carried out to include every contact from staff, contractors, etc. recorded as a CRM on the housing system.
- Start – The Panel recommend that it is important to provide videos for customers -this can be in house ones or use the original Mr Mouldy/Captain Condensation videos.
- Start – Panel to commission Fresh Ideas to produce a shorter leaflet based on Scrutiny Panel’s 5 top tips and also using other sector examples and the Environment leaflet. It is important this is accessible for vulnerable customers. (See Appendix 1 for top tips and Environvent leaflet.
- Start – Panel suggested that Every Visit Matters was important for both staff and contractors to log damp issues raised during any visit.
- Start – The Panel felt it was important to raise awareness and educate customers on how to manage condensation in their homes. The Panel agreed this can be done in a variety of ways.
- Start – The Panel have recommended that they revisit with the Head of Asset Management the number of damp cases reported in January/February 2024
- Continue – The Panel recognise the Senior Surveyor strengths, commitment and dedication and recommend that Toolbox talks continue to both staff and customers to raise awareness.
- Continue – The Panel liked the North Devon Homes approach to visit any customer who contacts about a damp concern and would like this to continue and that this is kept as a priority for customers reporting problems
- Continue – The Panel recognise that customers reporting damp problems has increased and would like the promotion of importance of reporting to continue on social media, website, home news.
Table of key findings more detail
Recommendation 1
From their feedback of Summer Fayre Awareness game, corporate plan survey at summer fayre and telephone surveys, the Panel would like communication to be improved when works are carried out. This recommendation is based on the below feedback from Summer Fayre and telephone surveys:
- Involved Customers discussed damp and mould to a total of 59 customers at the summer fayre and made 8 referrals to the Surveyors Team. 4 of these were new referrals and 5 out of 8 of these advised that they had ongoing problems with damp in their property which had previously been reported to NDH.
- Two additional customers also reported damp problems in the Corporate Plan survey at the summer fayre. Both were waiting for follow up works on damp and mould that had been reported over a period of time.
- Involved customers carried out a telephone survey and spoke to 5 customers who had reported damp issues to North Devon Homes. Majority of these were historic and a few years old so advice given to them is out of date. 3 out of 5 of these customers advised that they still have ongoing damp issues .
- All of these queries have been referred to the surveyor team who will carry out visits/inspections to these customers.
Although the majority of these comments are historic, the Panel recommend that customers are kept up to date regularly and any contact with customer is recorded on NDH housing computer system. This includes every contact from staff, contractors, etc. recorded as a CRM on the computer system. This will enable all data to be seen by staff. The Panel recognise that investigating damp and mould can take up to a number of years to resolve which is why communication with the customer is important. The Panel would like customers to be updated regularly on progress relating to mould/damp works.
Recommendation 2
The Panel recommend that it is important to provide videos for customers -this can be in house ones or use the original Mr Mouldy/Captain Condensation videos. Involved customers are happy to produce these videos with North Devon Homes. The Panel recommend that videos are produced for all leaflets NDH have available to customers.
Recommendation 3
Panel to commission Fresh Ideas to produce a shorter leaflet based on Scrutiny Panel’s 5 top tips, Environment and also using other sector examples. See Appendix 2 for the Panel’s 5 top tips. It is important this is accessible for vulnerable customers and Panel are keen that vulnerable customers are involved in putting together the leaflet to ensure it includes useful icons and pictures that explain things.
Recommendation 4
The Panel recommended that Every Visit Matters was important for both staff and contractors to log damp issues raised during any visit. The Panel were made aware that one of the queries picked up during summer fayre feedback was linked to a customer reporting mould problem at a visit. This information was not fed back so customer did not receive a visit.
Recommendation 5
The Panel felt it was important to raise awareness and educate customers on how to manage condensation in their homes in particular the importance of ventilation and to promote the health side/carbon dioxide levels in home. The Panel agreed this can be done in a variety of ways. From the telephone surveys, it was apparent that customers may not be reporting damp problems through. The Panel recommend that the new North Devon Homes approach to dealing with damp is communicated to wider customers. The Panel would like to identify trends by location and work with front line teams and involved customers to carry out local conversations, themed coffee events out in the communities and the Panel would like to do telephone calls to customers to discuss any damp concerns they have. This is to raise awareness of moisture in home and to pick up any damp concerns and to explain North Devon Homes process, to leave useful information leaflet. The Panel would also like to promote at Health & Safety events, monthly coffee mornings on sheltered sites, home news, etc.
Recommendation 6
The Panel have recommended that they revisit with the Head of Asset Management the number of damp cases reported in January/February 2024. This will enable the Panel to see if their promotional awareness events have made a difference and to see how many cases have been resolved.
Recommendation 7
The Panel recognise the Senior Surveyor strengths, commitment and dedication and recommend that that Toolbox talks continue to both staff and customers to raise awareness. This creates a strong, dedicated team to enable staff and customers to tackle all issues raised with the skills and knowledge.