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Decision on local government reorganisation

The Government has confirmed that Surrey will move to a two-unitary council model following its review of local government arrangements. Read our full story and future steps.

Dealing with damp and mould

We take reports of damp and mould seriously. Under Awaab's Law (opens new window), we have legal duties to investigate and deal with serious damp and mould hazards quickly.

How to report damp and mould

You can report damp and mould to us in the following ways:

  • Online: Report Damp and Mould
  • Phone: 01483 505050
  • Email: repairs@guildford.gov.uk
  • Post or in person:
    Customer Services, Millmead House, Millmead, Guildford, Surrey GU2 4BB
    (Reception open Monday-Thursday 8.30 am-5 pm, Friday 8.30 am-4.30 pm)

What happens after you report it

When we receive a report, we will assess whether the issue is:

  • Significant hazard - serious risk to health or safety
  • Emergency hazard - immediate danger
  • Out of scope - not covered by Awaab's Law (but may still require action)

We then act within the legal timeframes:

  • Emergency hazard - Investigated within 24 hours
  • Significant hazard - Investigated within 10 working days
  • If a hazard is confirmed, we:
    • Provide a written summary within 3 working days
    • Start safety work within 5 working days
    • Begin further work within 12 weeks if needed
    • Offer alternative accommodation if the property can't be made safe quickly

Once all work is completed and the hazard is resolved, the legal duty ends.

Additional guidance

For tips on preventing condensation, damp, and mould in your home, visit our damp and mould guidance page.

See our full Damp and Mould Policy (PDF, 217 KB) for more details.

Damp and mould - Awaab's Law: Steps we must take

Step 1 - Report received
We log your report when you contact us or when our staff or contractors identify a potential issue.

Step 2 - Initial assessment
We assess whether the problem is:

  • Significant hazard - a serious risk to health or safety
  • Emergency hazard - an immediate danger
  • Out of scope - not covered by Awaab's Law (but may still require action under other housing duties)

Step 3 - Investigation

  • If it's an emergency hazard, we will investigate within 24 hours.
  • If it's a significant hazard, we will investigate within 10 working days.
  • If the first check wasn't in person and no work has started, you can ask for a renewed investigation.
  • If the cause isn't clear, we'll arrange further investigation as soon as possible.

Step 4 - After the investigation
If a significant or emergency hazard is confirmed, we will:

  • Send you a written summary within 3 working days of the investigation finishing. This will include what we found, what action we'll take, timeframes, and who to contact.
  • Start work to make the property safe within 5 working days.
  • Begin any further work within 12 weeks (or sooner where possible).

Step 5 - Temporary accommodation
If we can't make the home safe quickly, we will offer you suitable temporary accommodation until the problem is resolved.

Step 6 - Resolution
Once the hazard is fully resolved and any work completed, the legal duty under Awaab's Law ends. We will confirm this to you in writing