Damp and Mould

We want you to be happy and safe in your home and we take reports of damp and mould very seriously. 

We want to make sure that your home is free from damp and mould. If you have any issues or concerns with damp and mould, please report it to us as soon as you spot it, this will help us identify any causes sooner. You can do this by: 

  • Calling us on 0808 100 9596 (freephone number, 24 hours a day, 7 days a week)
  • Emailing contactus@magentaliving.org.uk 
  • Visit our office to report your concerns in person. You can visit our office Monday to Friday from 9am to 5pm at Partnership Building, Hamilton Street, Birkenhead CH41 5AA
  • Remember, if you have any new or unresolved repair issues, contact us first and we will ensure these are logged. Click  here to report a repair.

To help us understand what is causing the problem and what we need to do to put it right, we will need to visit you in your home.  We may also request to arrange a video call with you, to help us with your report.


Our commitment to you...

Our Damp and Mould commitment to you

Appointments and access you your home   

We will visit your home within 5 working days to investigate the issue, this may also result in further visits to conduct works such as anti-fungal washes and upgrades or installations of fans.

We will discuss the availability and book these appointments with you on the day. If this is not possible, we will contact you shortly to arrange. If an appointment is booked, you must be home and allow access for your appointment.


Not going to be in for your appointment?

Please let us know with as much notice as possible if your appointment isn’t suitable, and we will work with you to rebook for a time that suits you better. Your assistance in allowing access is important and is a condition of your tenancy agreement.  

The causes of experiencing Damp and Mould

Damp and Mould can occur for many reasons and is caused by excess moisture in the home. Moisture can be found in every home, and it occurs through everyday activities such as breathing, cooking, and washing. 

Additional moisture can enter the home when there are issues with the fabric of the building such as defects in render, leaking roofs, faulty guttering, and leaks from inside the property.  

Mould is commonly found in homes when the atmosphere creates the right environment for it to grow. It usually can be seen around windows reveals, on walls and ceilings but can also grow on furniture, carpets, upholstery, and wooden items such as doors and skirting boards. 

It may not always be clear why you have damp or mould in your home, so it’s important you report it so we can fully investigate. 

Condensation and mould in your home

Condensation can affect homes of any age and size and is more noticeable during colder months, even if the weather’s dry! 

A small amount of condensation is manageable but in instances where the factors affecting condensation are out of balance, there can be too much moisture from normal day-to-day activities that is unable to escape. 

Once the moisture in the warm air hits any colder surfaces this may condense and can cause damp and mould to grow.  

Did you know… an average family of four produces 24 PINTS of water vapour in 24 hours! 

If you have any concerns or would like to speak to us please call us free on 0808 100 9596 or email contactus@magentaliving.org.uk  

Treating Mould in your home

If you see a small amount of mould within your home, here’s a few tips to try: 

1) Wipe the area with a cloth and hot water, then use a mould remover/treatment to treat the area 

2) Shampoo any carpet that has mould on it  

3) Wash any clothes that have damp on them  

4) Allow plenty of ventilation during this process, also when washing carpets - open windows and doors to allow the moisture to escape. 

You might find that removing the mould may take a few attempts. If there’s no improvement, please call us free on 0808 100 9596 or email contactus@magentaliving.org.uk 

How you can help…

Reduce the level of moisture in your home, this can be done through: 
  • Popping the lids on your pans when cooking  

  • Closing internal doors when cooking and showering  

  • Avoiding drying your clothes on radiators and where possible, peg washing outside or in a room that is well ventilated 

  • Wipe down surfaces where condensation has built up 


Ventilate your home.

There are some quick wins when it comes to ventilating your home, such as: 

  • Keeping your window vents open  

  • Opening your windows when cooking and showering 

  • Not blocking air vents in your home 

  • Using your extractor fans when cooking and showering  

  • Opening windows for short periods when there is visible condensation on windows. 


If you have any concerns about faulty ventilation, please call us free on 0808 100 9596 or email contactus@magentaliving.org.uk 


Keep your home warm.  

Making sure your home is warm will reduce your risk of damp and mould.  

  • Set your thermostat to between 18.C and 21.C  

  • Close your curtains and blinds at night to keep the heat in 

  • As part of your annual gas safety check, we’ll service your boiler to keep it healthy. This will save you money in the long run!  



Magenta Living is aware that Claims Management Companies contact our customers about making a claim against us for disrepairs. These companies are not what they seem and can put you at serious financial risk. They encourage customers to make a claim for disrepair by telling you that your home needs a repair and will encourage you to make a claim against us, to try to get you compensation. You may then be asked to sign a legal contract. 

Please report any repair issues direct to us as soon as you can.   

Be aware of bogus callers too, never give your details out to anyone who you don’t know, or you think they may not be who they say. Always check ID if you are unsure or someone ‘cold calls’ at your home. Remember, Magenta Living will always arrange an appointment with you before carrying out any work or visits to your home. If you are unsure please contact us on 0800 100 9596.

How can I raise a complaint?

How can I raise a complaint?


We know we don’t always get things right and we will do our best to resolve any issues you have. If you are unhappy with the service you have received, you can raise a complaint. For details on how you can raise a complaint, please click here

What questions will I be asked?

When you first contact us to report damp or mould, we will ask you a series of questions to help us find a solution to the issues you’re experiencing, including:

  • Who lives in your household – Are there any young children or older people living in your home? Are there any family members who have health conditions? 

  • How long have you been experiencing this issue for? Try and be specific with the timescales you provide, so we have the most up to date information.