Mould in SFA/SSFA

For many years, families have come to AFF with concerns about damp and mouldy SFA.

In 2012, we decided to set up our own AFF Mould Database for families to record their SFA address so that we could start to build up a picture of the issue; we now have over 1,000 addresses on the database and through sharing this with DIO and CarillionAmey (CA) we have helped them to pinpoint ‘hotspot areas’. 

As a result, DIO have committed 6 million over two years to upgrade and refurb those houses/estates worst affected.

DIO and CA also agreed a revised three-stage process for responding to reports of mould and damp, following discussion with the Families Federations:

  1. Family contacts the CarillionAmey (CA) helpdesk on 0800 707 6000 to advise that they have problems with damp and/or mould.
  2. The CA helpdesk advisor raises a survey for the Accommodation Officer (AO) to attend the property - the AO is expected to attend the property within five full working days of the call to the helpdesk. Please note: The day after this call is classed as day one.
  3. AO visits the property and takes one of the following steps: a) raises a suitable repair plan and advises the customer of the plan and timeframes for the work. Or b) calls in a specialist contractor and advises the customer of the appointment and what it entails. The AO passes the details to the CA Damp Remediation Project Manager.
  4. Either a) this happens - The repairs are undertaken, issues resolved. Or b) the specialist contractor suggests an action plan and the CA Damp Remediation Manager advises the customer of this and what it entails and any timeframes for the work. At this point, it may be necessary for CA to raise a Statement of Need (SON) for the works, DIO will need to approve if the cost of the work is above 5,000 and the customer will be advised by the CA Damp Remediation Manager of the action, how long it will take, the impact of the work and any preparation they may need to do beforehand. If DIO approve the SON, the work will need to be appointed and the customer engaged with for suitable dates for the work to be carried out.
  5. If DIO reject the request, the customer is able to raise a stage two complaint with DIO. 

CA are to keep families informed at all stages of the process.

The new process means that a report of serious damp or mould will be inspected by a specialist contractor who will have access to damp meters and other technology for establishing the cause of the issue, and which will be recorded on a common survey form.

For an infographic on the process, click here.

This progress wouldn’t have been possible without families coming to AFF with the evidence, so please continue to register on the AFF database

If you find that this process isn’t being followed, please log an official complaint with CA and let AFF know at 

On this page:

Mould in houses
How to deal with mould in your SFA
A mould success story


Mould in houses

 Register your SFA or SSFA on our mould database 

Have you ever wondered what causes mould? Mould needs moisture to grow and there are two underlying reasons why moisture/damp might appear in a house - structural reasons and condensation. Read more


How to deal with mould in your SFA

Condensation issues can often be effectively dealt with by your family. The 'Your Service family accommodation - Dealing with damp and mould' shows what you can do to reduce condensation and tackle mould in the home. 

However, in cases where mould is caused by structural or ventilation issues (such as insufficient extractor fans in bathrooms and kitchens), families should contact the CarillionAmey Customer Helpdesk as these causes will need to be dealt with by CarillionAmey.

Whatever the cause of the mould, the first time you notice it call the CarillionAmey Customer Helpdesk (0800 707 6000) and ask for someone to come and look at it. A Technical Officer (TO) will attend with a damp meter to assess whether the mould is caused by structural or general condensation issues. Read more


AFF in ActionA mould success story

For many years during the winter period, families approached AFF about mould in their SFA and the way it was dealt with by DIO and MHS.

In 2012, AFF decided to launch its Mould database in order to gather as much information about how many SFA experience mould and damp problems. Read more

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