Intelligent housing repair software made simple.

Handling Condensation and Mould in Social Housing

Now winter is here, many housing providers are seeing the seasonal influx of condensation and mould reports from residents. And it’s estimated that almost one in five homes in the UK suffer with this problem.

Often over-simplified and referred to as a “lifestyle” issue, condensation and mould in social housing is sometimes misdiagnosed. It also causes a lot of emotion and stress for tenants, as well as a big spike in customer demand at this time of year.

Worryingly, left untreated, condensation can lead to black mould on walls, ceilings, and more, and can affect a range of health problems:

• respiratory issues;
• headaches;
• skin rash;
• eye irritation;
• fatigue; and
• depression.

An Avoidable Tragedy

We were all very saddened to read reports about the death of 2-year-old Awaab Ishak, in 2020. The coroner explained that this was the result of a severe respiratory condition caused by prolonged exposure to mould. Sadly, the inquest found that action to treat the mould had not been taken.

Coroner Joanne Kearsley said that his “tragic death… will and should be a defining moment for the housing sector in terms of increasing knowledge, increasing awareness and a deepening of understanding surrounding the issue of damp and mould”.

Now, more than ever, tenants need help to understand the risks. In addition, housing providers should put robust processes in place to ensure this tragic event is never repeated.

Energy Crisis

This year, the UK is beginning to feel the impact of soaring energy prices, increased cost of living, and higher interest rates. Which means that those on low incomes and the vulnerable now face greater financial and housing risks. And we’ve already seen reports of people having to choose whether to heat their homes or put food on the table.

Unsurprisingly, social housing providers are expecting an increase in reports of damp, condensation and mould. In fact, it’s almost inevitable, as residents look to reduce their heating bills.

We’re Here to Help

At Omfax, we’ve been working in the Social Housing sector since the 1990s and we want to do all we can to help. We provide software that gives staff the right tools, skills, confidence, and knowledge, to handle any housing enquiry.

Keyfax can be accessed by staff or used online 24/7. Users are presented with advice, questions and answers, to logically step through a diagnosis to achieve the desired outcome.

Many existing customers use Keyfax to diagnose initial reports of condensation and mould. They then log any associated repairs or inspections.

In addition, for staff with limited experience of housing repair and maintenance, there is a repairs e-learning course. This is ideal for onboarding of new employees or refresher training for existing contact centre staff. The Effective Repairs Reporting course covers all aspects of repairs, including ventilation, rising damp, mould, and condensation.

Top Ten Tips for dealing with Mould & Condensation

Ten ways that Keyfax can help you diagnose and log initial reports of mould and condensation.

1. Providing immediate advice, ensuring the right questions are asked, the correct information is collected, and details passed accordingly.
2. Raising of property repairs, such as leaking guttering, faulty ventilation units, heating repairs and window related faults.
3. Raising inspections to technical staff, such as Surveyors, to carry out on-site or remote visits.
4. Triaging enquiries to specialist staff within the contact centre or other departments.
5. Linking to help guides, online (or internal) video content and internal documents.
6. Signposting users to additional resources and support, such as Environmental Health Agencies.
7. Generating information leaflets or letters for emailing or posting to customers.
8. Recording an accurate and detailed audit history of the customer contact.
9. Providing online repairs diagnostics for customers to report and upload images of mould related issues.
10. Ability to review and easily change your processes at any time using Diagnostic Script Flows.

Live Video Diagnostics

In the first quarter of 2023, the latest version of Keyfax will include the capability to use Live Video Diagnostics. This will enable contact centre staff to initiate a live video call, through Keyfax, with the customer. Using a mobile phone, the tenant can share what they are seeing, which helps the advisor or trade specialist:

1. take screen shots of the issue;
2. record video (with the tenant’s agreement);
3. use augmented reality to draw and pinpoint areas of interest.

At the end of the repairs diagnosis, all this information is returned to the Housing Management System or Dynamics 365.

Summary of Condensation & Mould in Social Housing

In conclusion, issues of mould and condensation should be taken seriously. Social housing providers have a duty of care to provide customers a safe place to live. They should educate staff and assist tenants in handling these issues. Similarly, housing providers should devise clear policies and procedures for dealing with condensation and treating mould. In addition, these should be easily built into a robust diagnostics toolset so that customers and staff can get the right assistance and support.

For more information on how Keyfax can support your organisation, please get in touch.