Video calls to support damp and mould reports
We’re introducing a new way to help customers report damp, mould, or condensation in their homes. Over the coming weeks, when you get in touch to tell us about a damp, mould, or condensation problem, our team may offer you an appointment for a short video call with one of our trained technicians. This won’t replace any of the ways you currently contact us. It’s an additional option that can help us understand and respond to your concerns more effectively.
A video call means our technician can see exactly what’s happening in your home straight away. This helps us make quicker decisions about what needs to be done and whether we need to send someone out urgently. It can also speed up repairs and help make sure we meet the response times required by Awaab’s Law.
You don’t need to prepare anything, all you need is a mobile or tablet with a camera and good enough signal or Wi-Fi. If a video call is suitable, our team will talk you through the steps. And if a video call doesn’t work for you, or you’d prefer not to use it, that’s absolutely fine. This isn't designed to replace an inspection.
Our priority is to keep your home safe, healthy, and comfortable. The video call option is another way for us to make sure we fully understand the issues and take the right action as quickly as possible.
If you report damp, mould, or condensation in the future, you might be offered this new service, but the choice is always yours.
If you have damp or mould in your home, call us on 0300 555 0500 or email reportdampandmould@chp.org.uk. We’ll work with you to identify the causes and find solutions to resolve or manage the problem.