We identified 16 regulatory compliance gaps and began working to resolve them quickly and effectively, working closely with the Regulator of Social Housing throughout the process. One of the identified concerns was with our approach to handling damp and mould cases.
We reviewed our working practices to ensure that we can provide a timely and right first-time resolution to repairs, with a particular emphasis on a long-term plan to help to resolve the issues around damp and mould which impacts a number of our properties.
Significant progress has already been made and our priorities include the introduction of ‘Getting to Know You’ visits to all council and leasehold properties which will see us visit 100% of our residents within the next 12 months, the largest exercise of this kind in the country. The visits are providing us with an opportunity to inspect the property to identify damp and mould as well as helping us to get a better understanding from the resident’s perspective, identify any support needs and allow us the opportunity to engage with every single resident. Due to the proactive nature of our visits, we have seen an increase in the amount of reports in relation to damp and mould.
In July 2024, at the point of transfer, around 50% of our damp and mould reports were outstanding. We have been able to significantly reduce that backlog to around 20% due to changes in how we now prioritise the reports, despite the increased level of reports we are seeing. We aim to have the backlog cleared by the end of April 2025. We welcome the additional reports as knowing about the problem enables us to resolve it quickly and effectively.
A Newcastle City Council spokesperson said: “We have had a damp and mould policy in place since October 2023, which outlines our responsibilities and our approach to tackling damp and mould. This policy sits under our broader Repairs policy. At April’s Cabinet meeting, they will be asked to approve changes to our current Repairs Policy which will be implemented to ensure that we are compliant with the required standards that are set out by the Regulator of Social Housing’s Consumer Standards as well as Awaab’s Law, which will come in to force in October 2025. This will include the need to respond to emergency hazards, including those related to damp and mould, within 24 hours.
“We’re confident that the small changes will help us to deliver a more effective, efficient, and timely repairs, maintenance and planned improvement service to our residents. They will also help us to better meet the needs of our vulnerable residents, allowing us to take a more flexible approach and adjust services where needed.
“We’ve also commissioned an external contractor to complete a stock condition survey to be sure that all of our properties meet the Decent Homes Standard and ensure that we have up to date information about their condition. Stock condition surveys will also help us to plan and prioritise repairs and improvements to properties.”