Reporting damp and mould

We take all reports of damp and mould seriously and will investigate every report.

Damp and mould: your guide

Our booklet explains what causes damp and mould, what you can do to help prevent it, and how Gateway can support you.

Read the Damp and Mould booklet →

If you notice damp or mould in your home, please report it to us as soon as possible: 
Phone: 0208 709 4300
Letter or in person: Gateway Housing Association, 409-413 Mile End Road, London, E3 4PB

MyHome Portal

When reporting an issue, please tell us: 

  • Where the problem is  
  • How long it has been present  
  • Whether anyone in your household has health conditions  
  • If possible, provide photographs.

Damp and mould

Click on the image to download the damp and mould leaflet.

Why damp and mould matters
Damp and mould can affect health, particularly for: 
  • Babies and children  
  • Older people  
  • People with respiratory conditions  
We will always investigate whether there are underlying building or repair issues contributing to the problem. 
Awaab’s Law
Awaab’s Law introduced legal timescales for social landlords to investigate and respond to damp and mould hazards. 

Under the law: 

  • Investigations must begin within required timescales  
  • Serious hazards must be addressed quickly  
  • Residents must receive updates and written outcomes  
  • Temporary accommodation may be provided where required   
What causes damp and mould?

Damp and mould can happen for different reasons, including:

  • Leaking pipes
  • Roof leaks
  • Damp coming through walls
  • Problems with ventilation
  • Condensation from everyday activities such as cooking, washing and showering

Our inspection will help identify the cause and what action is needed.

What happens after you report damp and mould?

We will: 

  • Arrange an inspection  
  • Investigate the cause  
  • Explain what action will be taken  
  • Keep you updated throughout the process  

We will not close cases until the underlying issue has been addressed. 

Our commitment

We are committed to providing safe, healthy homes. When damp or mould is reported, we will:

  • Take your concerns seriously
  • Investigate the cause
  • Communicate clearly with you
  • Keep you informed
  • Take action to resolve the issue

Your health and safety are important to us.

If you would like further information about how we manage damp, mould, condensation or other hazards, please read Damp, Mould and Hazard Management Policy