We’ve expanded our team of specialist surveyors, who are trained to recognise, report and prevent damp and mould. This investment to our service means we’ll carry out inspections faster, better manage complex repairs and make sure the programme of works is delivered to a good standard.
We’ve also introduced dedicated Case Managers, who will have responsibility for tracking the progress of repairs and setting out clear timescales. They’ll provide regular updates and explain the actions we’re taking to resolve the issue.
Jo Evans, A2Dominion’s Director of Repairs and Maintenance said: “We want you to feel safe and make sure your home is in good repair.
“To take action and improve the service, we launched a major new project last year. This involved reviewing thousands of damp and mould cases to see if cases were resolved and whether further works were needed.
“We’ve now gone one step further and invested in a new team with additional surveyor capacity, new case managers and contractors. Each geographical patch will have a dedicated team of specialists who will be proactive at identifying symptoms, investigating root causes and overseeing the programme of works.
“We’re also providing a single point of contact for customer queries and concerns. This will improve our service and give you a better experience.”
When you report damp and mould to us, we will:
- Contact you within 5 working days and arrange a visit to your home within 21 working days.
- When we visit, we’ll inspect the damp and mould and take readings and photos. At this stage we’ll also ask you about any vulnerabilities or health conditions in your household. This is to make sure we take the right measures to understand your needs and provide the right support.
- The findings from the visit will be reviewed by our senior surveyor and follow on repairs arranged where needed. The programme of works will be managed by a dedicated Case Manager who will provide customer updates on each stage of the process.
- Our Senior Surveyor will inspect the works to make sure they have been completed to a good standard and in line with government regulations.
- We’ll also get in touch with you after the work has finished to see if you are happy with it and to check if it has solved the issue.
How to report damp and mould
The safety of your home is our number one priority. If you’re experiencing damp and mould, please let us know as soon as possible so that we can help.
- Call us on 0800 432 0077
- Speak to a Customer Contact Centre agent on Live Chat
- Email: dampandmould@a2dominion.co.uk
Please note, if you’re a homeowner, it is likely that you’re responsible for treating any damp and/or mould in your home. Please check the terms in your lease for more information or contact us if you’re unsure.
You can also visit our dedicated customer website Help pages to find out more about steps you can take to tackle damp and mould in your home:
For further information, please see our Damp, Mould and Condensation Policy.