AFF is very aware of the issues many families have experienced with damp and mould in their homes and for the last 10+ years have been working behind the scenes to push for better processes to support families in dealing with this.
In 2012 AFF created a mould database where families can record their addresses if they are affected by mould. As a result of this evidence from families, we have been able to highlight areas of concern to DIO which have resulted in major project works being undertaken to help eradicate the root cause of damp and mould in many areas.
This progress wouldn’t have been possible without families coming to AFF with the evidence, so once you have reported the issue to Pinnacle please continue to register your address on the AFF mould database if your home is affected by damp and mould.
AFF is delighted that DIO has recently announced more improvements to the process for reporting damp and mould in your quarters.
Following a recent rise in damp and mould reports, a task force has been created to deal with the problem. DIO is making sure that the worst affected homes are dealt with as soon as possible.
If you’ve previously reported an issue with damp and mould to the Pinnacle National Service Centre, you should receive a phone call to discuss the level of damp and mould in your home. This will be from a private number so please ensure you answer this call if possible.
From this conversation, they will then be able to communicate the next steps with you and provide a realistic timeframe for scheduling a visit to your home. As of 8 March 2023 most families have been called at least once and those who haven’t answered calls are being written to by the local supplier (VIVO or Amey). It is hugely important that you respond to either the call or letter so that your home can be included in the process. Two letters will be sent and if there is no response your home address will be removed from the process until such time as you report it again (if necessary).
In the future, if you report a problem with damp and mould, you’ll need to answer a few questions so that Pinnacle can determine the extent of the issue in your home and make sure that the worst cases are prioritised.
As part of the new First Responder process, operatives may attend to ‘mould wash’ the affected areas to reduce the impact it may be having on you. This is to ensure that the mould spores have been eliminated. The product is called TECcare, which is a high-level broad-spectrum disinfectant and decontamination product which destroys mould to the root in just 15 minutes. The product is environmentally friendly and it does not contain bleaches or any other toxic chemicals. It is also biodegradable and safe to use whilst the SFA is still occupied.
Whilst we understand that the mould wash may not be visually pleasing, please be assured that this is a vital step that needs to be taken in the damp and mould process and is not an alternative to doing the works needed to resolve the core issue.
At the visit to treat the issue, photos will be taken before and after, and additional information will be gathered (e.g. looking to see if the gutters are blocked). If the cause is easily identified then works will be triggered to rectify those, leaving the surveyors free to look at the cases where there isn’t an obvious cause.
In the most severe cases families may be moved to another SFA.
Part of the process will be to identify any health issues in the family as this will help the triage process – please do ensure that you tell the call handler if there are any health or medical issues.
If you are experiencing issues with damp and mould, but have not yet reported the issue, please call the NSC on 0800 031 8628 and select option 4 for damp and mould.Back to top
If you notice that you have damp and mould in your home, which you are unable to deal with by wiping down surfaces and ventilating rooms, you will need to report the issue to Pinnacle for further investigation.
Call the Pinnacle damp and mould direct line on 0800 031 8628 option 1 and then option 4. A plan will be drawn up to resolve the issues and then visits will take place at three and six months to ensure that the work has resolved the issue fully. For more information see Pinnacle: Dealing with damp and mouldBack to top
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.
Structural issues are related to the fabric of the building which means water or moisture is getting into the property. Examples of the types of problems that occur include:
Condensation is caused by something happening inside the house, such as:
So, how do you tell whether the mould in your home is caused by a structural issue or from excessive condensation? Mould due to structural issues tends to appear in the following places:
Mould from condensation tends to be seen in the following areas:
In Britain, condensation is mainly a winter problem when warm moist air is generated in areas like kitchens and bathrooms and then travels to colder parts of the house.
The moisture in the air comes from a number of sources within the house. Water vapour is produced in relatively large quantities from normal day to day activities – a five-person household generates about 10 kg of water into the air every day (before any heating) with the biggest sources being:
Condensation issues can often be effectively dealt with by your family. 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 Pinnacle National Service Centre as these causes will need to be dealt with by your local contractor (Amey/VIVO).
Whatever the cause of the mould, the first time you notice it call the NSC and ask for someone to come and look at it.
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