What are damp, mould and condensation?

Damp

Damp is unwanted moisture in your home. It can be caused by:

• Leaks from pipes, roofs, or windows 
• Rainwater getting in 
• Rising damp 
• Everyday moisture from cooking, showering, and drying clothes 

Mould

Mould is a fungus that grows in damp places. It often appears as black, green, or white patches on walls, ceilings, windows, or furniture. 

Condensation

Condensation happens when warm, moist air meets a cold surface. It is the most common cause of mould in homes. 

What is biofilm (slime or staining)?

Sometimes you may see black, pink, or red “slime” around taps, showers, tiles or plugholes. This is called biofilm – a natural build-up of bacteria found in air, water and household dust.

Biofilm:

• Is common in damp or humid areas. 
• Can look unpleasant. 
• Is usually harmless. 
• Can stain surfaces if not cleaned regularly. 

It can appear:

• Around taps and fittings 
• In shower heads and on shower curtains 
• On tiles and grout 
• In drains and plugholes 
• Around washing machine seals 
• In fridge drip trays 
• On kitchen draining boards 

Regular cleaning helps prevent staining. In most cases, Portus Supported Housing will recommend that this cleaning is done by the customer with support from their support provider if needed. 

How to report damp, mould or biofilm

Please tell us as soon as you notice the problem.

• Phone: 0161 786 6000
• Report here
• In person: speak to a member of staff or your support worker. 

A representative or advocate can report issues on your behalf if you prefer. 

What Portus Supported Housing will do – Our Responsibilities

We take damp and mould seriously. If you report a problem that may be a hazard to your health, we must follow strict legal timescales under Awaab’s Law. 

Awaab’s Law – Legal Timescales

When you report damp and mould, our Customer Experience Team will triage your report to decide whether a hazard is present:

If a hazard is identified

Emergency hazard

• We will inspect your home within 24 hours. 
• We will make it safe or carry out an initial clean if possible. 
• Within 4 days of your report, we will send you a written summary of what we found and what we will do next. 

Significant hazard

• We will inspect your home within seven days.
• We will make it safe or carry out an initial clean if possible. 
• Within 14 days of your report, we will send you a written summary of what we found and what we will do next. 

After the first visit, we may:

• Carry out temporary work to manage the issue (within 7 days of the written summary) 
• Arrange further investigation, such as a surveyor visit (within 28 days) 
• Complete further remedial works in line with the Portus Supported Housing Repairs Handbook. 

If your report does not involve a hazard, we will still investigate and put things right, but the Awaab’s Law timescales will not apply. 

Working together – what you can do.

Some moisture in a home is normal. You can help reduce condensation by:

• Opening windows for short periods 
• Using extractor fans when cooking or showering 
• Keeping internal doors closed when producing steam. 
• Keeping furniture slightly away from walls 
• Wiping condensation from windows 
• Drying clothes outdoors or in a ventilated room (such as your bathroom with the extractor fan on) 

These steps can help, but damp and mould are not your fault. If you are worried, please tell us.