Staying warm and well

We want to make sure everyone can have a comfortable and happy home without worrying about condensation, dampness, or mould growth.

We understand that these issues can be both frustrating and harmful to your health, so we want to give you some easy steps to follow that will help prevent them from happening in the first place.

All you need to do is let us know about the problem as soon as possible, and we’ll do our best to help you fix it. The earlier you let us know, the quicker we can work with you to fix the issue before it gets worse.

Keeping your home dry

Keeping moisture away is key to preventing condensation and stopping mould growth.

Here’s how to do it:

Air it out: Let fresh air in through windows, doors, and vents.

Fix leaks: Report leaks promptly to prevent wetness and mould.

Use lids: Cover pots when cooking to keep moisture down.

Dry clothes well: Use good airflow or a dehumidifier if drying clothes.

Wipe down: Dry surfaces after showering or cooking to prevent dampness.

Use extractor fans: Turn on fans to suck out humid air in kitchens and bathrooms.

Warm rooms: Keep your home warm to keep it dry.

Dehumidify: Use a dehumidifier if your home feels too humid.

Create space: Let air circulate around furniture by not placing it against walls, vents or radiators.

Keep clean: Regular cleaning helps prevent mould growth.

What is cross ventilation?

Cross ventilation is a form of natural ventilation that allows air to enter one side of a room and out another. Ideally, cross ventilation uses air-driven force to bring cooler air from outside and replace the stale, warm interior air.

Do not leave your windows open for extended periods of time as this will result in excessive heat loss, instead open windows for “short, sharp bursts” of around 15 minutes every few hours to allow purge ventilation, especially first thing in the morning to remove the stale air produced overnight.

Opening windows at opposite ends of the property to allow cross flow is recommended.

Condensation

Condensation happens when warm, wet air meets cold surfaces. It can cause dampness and mould. Everyday activities like cooking and breathing release moisture. Keep your home well-ventilated to avoid condensation.

Why is condensation an issue?

Excessive condensation can lead to mould growth, damage building materials, and ruin decorations. Look out for signs like damp spots and musty smells.

Spot the signs

Look for streaming windows, damp areas, and peeling wallpaper. Damp means wetness that’s not supposed to be there. There are two types.

Mould

A little more about damp and mould 

Damp and mould can happen when moisture builds up in a home and doesn’t have a chance to escape. It might show up as black spots on walls, musty smells, or patches on ceilings and windows. 

Sometimes it’s caused by simple things we all do in our homes. Still, there are often small changes that can make a big difference in reducing moisture and helping fresh air flow. 

Mould spores are tiny living things that are always in the air, even inside your home.

You can’t see them, and we breathe them in without knowing. But when they land on things and get the right conditions to grow, this is when it can become a problem. It needs four things: nutrients, moisture, the right temperature, and air.

Why is mould a problem?

Mould can cause allergies, irritations, and even asthma attacks. If you find mould, let us know. We’re here to help.

What do I do if I find mould?

You should treat any mould you may already have in your home then do what you can to reduce condensation to prevent it from reforming or spreading.

If you notice damp or mould and you’ve already tried a few things, let us know early. We’re here to support you, and we’ll always work with you to find the right solution for your home. 

Getting help when you need it

Working together when you need us

If you’ve tried things and the problem’s still there, or if it’s affecting your health or comfort, we’re here to support you.

You can reach out at any point. We’ll listen and arrange a visit to understand the situation and work alongside you on a plan that suits you and your home. 

This support can be especially important if anyone in your home: 

• is a baby, child or older adult 

• has asthma, eczema, or another health condition 

• is undergoing treatment that affects their immune system 

We’re here to help, not to judge. Your wellbeing matters to us. 

Remember, you can help stop damp and mould growth by following the steps set out in this guide. But if you ever need help, our skilled team is here for you. Your home’s comfort and your health matter to us, and we’re here to make your home a great place to live.

Reporting Damp and Mould

When you call us about damp and mould, our contact centre team will ask you some question about it.

They’ll then use your answers to help our specialist contractors Mouldex plan a visit to your home.

On that first visit they’ll wash down any mould and then do a survey of your home to try and identify the cause. 

Depending on what they find in that survey, they might come back out to do some more works, or we might come out to do an additional survey if bigger works are required.  

Sometimes it can be hard to understand what is causing a more difficult issue, but we can all work together to try and fix it- even if to takes a couple of visits. 

We’ll keep you updated every step of the way so that you know what is happening and why.  

To report damp and mould please call us on 03000 030 888 or email customerservices@trivallis.co.uk.  

Financial support

Need a hand with costs? 

If you’re finding it hard to balance warmth and energy bills, you’re not alone—and help is available. 

Our money advice team can support you with:  

• finding grants or financial support 

• checking your eligibility for benefits 

• ideas for cutting down on energy costs 

Just fill out the contact form on our website or call us on 01443 494560. We’ll take it one step at a time, together.