Start with a clear written complaint
Verbal reports are easily forgotten or denied. A written complaint creates a record your landlord cannot ignore. Include what the problem is, where it is, when it started, and what impact it is having on your home and health.
What to include in your complaint
Your complaint should cover:
- Where the damp or mould is located (rooms, walls, ceilings)
- When you first noticed the problem
- Any previous reports or missed appointments
- Any health or safety concerns (breathing problems, damage to belongings)
- Photos or evidence if you have them
Your legal rights
Under Section 11 of the Landlord and Tenant Act 1985, your landlord is responsible for keeping the structure and exterior of your home in repair. This includes dealing with issues that cause damp.
The Homes (Fitness for Human Habitation) Act 2018 goes further — your landlord must ensure the property is fit for human habitation throughout your tenancy. Persistent damp and mould can breach this requirement.
If the damp is caused by a structural defect (e.g. a leaking roof or rising damp), your landlord is almost certainly responsible. If it is caused by condensation, they may argue it is a lifestyle issue — but they still have a duty to ensure adequate ventilation and heating.
What happens after you complain?
Your landlord should acknowledge your complaint and arrange an inspection. A reasonable timescale is 14–21 days for non-urgent issues.
If they do not respond, or if the repairs are not carried out, you can escalate through their formal complaints procedure (usually stage 1 and stage 2). After that, you can refer the matter to the Housing Ombudsman.
When to escalate
If your landlord ignores your complaint, responds but takes no action, or carries out a poor repair that does not fix the problem, you should escalate. Options include:
- Making a formal stage 2 complaint
- Contacting your local councillor
- Referring the matter to the Housing Ombudsman
- Contacting Environmental Health at your local council
- Seeking legal advice from Shelter or Citizens Advice
Frequently asked questions
There is no fixed legal deadline, but your landlord must act within a reasonable time. For non-urgent repairs, 21 days is generally considered reasonable. If the issue is affecting your health, it should be treated more urgently.
Yes. Photograph the affected areas and include the date. This creates evidence that is very useful if you need to escalate your complaint.
This is risky and generally not recommended without legal advice. Withholding rent could lead to eviction proceedings. Seek advice from Citizens Advice or Shelter before taking this step.
Landlords sometimes blame condensation on tenant behaviour. However, they are still responsible for ensuring adequate ventilation and heating. If the property design makes condensation inevitable, that is a landlord responsibility.
Yes. Your local council Environmental Health team can inspect the property and serve notices on your landlord if conditions are hazardous. This is a separate route from the Housing Ombudsman.