Damp, Mould and Condensation (DMC) – April 2026 Update
Following the introduction of Awaab’s Law for Damp, Mould and Condensation (DMC) in October 25, we have enhanced our approach to managing DMC. This update outlines what this means in practice and shares the progress we have made so far in strengthening our response.
Ensuring our customers live in safe, dry and healthy homes is everyone’s responsibility. DMC are not just property issues, they are health and wellbeing concerns that require all of us to act quickly, meaning we all need to take ownership and work together.
What this means in practice
- Take every report seriously
Any mention of damp, mould or condensation is treated as a priority and acted on promptly. - Report concerns immediately
If staff see or suspect damp or mould during a visit or are told about it by a customer, they must ensure it is reported straight away – even if it hasn’t been formally raised. - Act quickly based on risk
Some cases are urgent and must be addressed within 24 hours, particularly where there is a risk to health. All other cases still require timely investigation. - Focus on the cause, not just the symptoms
It is not enough to remove mould. We are identifying and resolving the underlying cause (e.g. leaks, ventilation or heating issues). - Keep you informed
Customers should always understand what is happening, what actions are being taken, and expected timescales. - Be understanding and supportive
Customers may be worried or vulnerable. Staff will listen carefully, take concerns seriously, and consider individual needs.
Supporting our customers
We will:
- Continue to provide clear advice on managing condensation
- Carry out inspections and repairs within agreed timeframes
- Offer additional support where required
- Arrange alternative accommodation in serious cases
This approach ensures we meet our legal obligations and, most importantly, keeps you safe.
Performance update
Since Awaab’s Law came into effect on 27th October 2025:
As we move into the warmer months, we anticipate the number of cases raised overall will decrease.
Additional actions
- A temporary dedicated member of the Property Services team, Sam Bishop, has been appointed to oversee all new DMC cases
- Work is underway to improve performance reporting, ensuring data is accurate and automatically generated
- Additional training has been delivered both internally and externally to front facing staff
- Further external training is being planned for frontline colleagues
If you are made aware of any customers who have concerns, please encourage them to report it direct to Axis on 0808 169 1969. You can also find out more on the Damp, Mould and Condensation page.