Tenant Communication Best Practices for Damp and Mould Cases

Housing Ombudsman complaints frequently cite poor communication as a key factor—even when repairs were eventually completed. How you engage with tenants experiencing damp and mould shapes their perception of your organisation and can determine whether issues escalate to formal complaints.

Why Communication Matters

Tenants living with damp and mould are often anxious about their health and frustrated by their living conditions. Poor communication amplifies these feelings:

• Feeling ignored increases stress and complaint likelihood
• Uncertainty about timescales breeds distrust
• Perceived blame creates defensive, adversarial relationships
• Lack of explanation leaves tenants feeling powerless

Good communication can transform the same repair experience into a positive tenant interaction.

Initial Response: Setting the Tone

Acknowledge Quickly

Within 24 hours of a report, the tenant should receive:

• Confirmation: We've received your report
• Reference number: For tracking and follow-up
• Next steps: What will happen and when
• Contact point: Who to reach if they have questions

Show You're Taking It Seriously

Avoid phrases that minimise the issue:

During Investigation: Keep Them Informed

Explain What You're Doing

After inspections, tell the tenant:

• What you found: In plain language, not technical jargon
• What it means: The likely cause and implications
• What happens next: Repairs needed, who will do them, timeline

Be Honest About Timescales

Don't promise what you can't deliver. Better to:

• Give realistic estimates, even if longer than ideal
• Explain if there are factors affecting timing (specialist contractors, part ordering)
• Update proactively if timescales slip—don't wait for the tenant to chase

Don't Disappear

Silence breeds complaints. Even if there's nothing new to report:

• Weekly contact for active cases
• Confirmation when repairs are scheduled
• Reminder before contractor visits

The "Lifestyle" Conversation

This is where many providers go wrong. If ventilation or heating behaviour is contributing to condensation, the conversation requires care.

What Not to Do

• Don't blame before you've investigated
• Don't assume lifestyle is the cause
• Don't lecture or condescend
• Don't dismiss underlying property issues

A Better Approach

If, after proper investigation, occupant behaviour is a factor:

• Lead with facts: "Our humidity readings show levels that cause condensation"
• Explain the science: "When warm moist air meets cold surfaces, water forms"
• Offer practical advice: "Running the extractor fan for 15 minutes after cooking helps"
• Check for barriers: "Is there anything preventing you from heating/ventilating?"
• Address property issues too: "We'll also check the extractor is working properly"

Consider Context

Before attributing issues to behaviour, consider:

• Can the tenant afford to heat adequately?
• Are they home during the day (more moisture production)?
• Do they have health conditions affecting their choices?
• Is the property actually capable of being adequately heated/ventilated?

Health and Vulnerability

Ask the Right Questions

Early in the case, establish:

• Does anyone have respiratory conditions (asthma, COPD)?
• Are there young children or elderly residents?
• Is anyone immunocompromised?
• Has anyone's health been affected by the conditions?

Respond to Health Concerns

If a tenant reports health impacts:

• Take it seriously—don't dismiss or minimise
• Suggest they consult their GP if they haven't
• Consider whether conditions warrant accelerated response
• Document that you've discussed health concerns

After Repairs: Close the Loop

Follow Up

Don't assume the job is done when the contractor leaves:

• Confirm completion: Contact the tenant to verify repairs done
• Check satisfaction: Were they happy with the work?
• Provide guidance: Any ongoing advice for preventing recurrence
• Set expectations: What to do if the issue returns

Scheduled Review

For significant cases:

• Diary a follow-up contact in 4-6 weeks
• Check conditions haven't recurred
• Document that you've confirmed resolution

Handling Difficult Conversations

When Tenants Are Angry

• Acknowledge their frustration: "I understand this has been difficult"
• Don't be defensive: Focus on solutions, not excuses
• Be specific about what you'll do: Vague promises increase frustration
• Follow through: Broken promises destroy trust permanently

When You Can't Meet Expectations

• Be honest about limitations
• Explain why (genuinely—not bureaucratic excuses)
• Offer alternatives where possible
• Escalate if the tenant remains dissatisfied

Documentation Throughout

Every communication should be recorded:

• Date and time: When contact occurred
• Method: Phone, email, visit, letter
• Content: What was discussed or communicated
• Outcome: Any agreements or next steps

This protects both the tenant (ensuring their concerns are captured) and the organisation (demonstrating good practice if challenged).