Healthy Home Charter
We believe that home is what makes everything else possible. By offering safe, stable, affordable homes, we open the door to health and wellbeing, work and education, family, friends and communities.
Our Healthy Home Charter is our commitment to you on the condition of your home. It underpins our approach to reports of damp and mould through our Healthy Home Policy. Our charter also sets out what we reasonably expect of our customers and how we commit to working together to meet our values.
Cornerstone will
- Ensure that we treat tenants reporting damp and mould with respect and empathy and that each case is treated in a fair and consistent way.
- Take a proactive approach to managing damp and mould rather than being reactive.
- Comply with the findings of Housing Ombudsman Spotlight report on damp and mould as far as reasonably practicable.
- Comply with statutory requirements and good practice.
- Provide and maintain dry, warm and healthy homes for our tenants.
- Work in partnership with tenants to resolve issues of damp and mould in their home. This will include advising them on ways to reduce condensation and excess moisture within the home environment.
- Embrace the use of technology and intelligent data collection methods to provide feedback and advice to customers and inform maintenance works that may be required. i.e. use data loggers, provide hygrometers, use thermal imaging etc.
- Make sure the fabric of our homes are protected from deterioration and damage resulting from damp and mould.
- Complete effective responsive repairs in a timely manner to minimise damage to the structure, fixtures and fittings of the property.
- Know our stock and the type of properties and components that are likely to suffer from damp and mould. Use this data to inform property improvements such as energy efficiency and planned maintenance improvements.
- Plan resources to respond to higher demand. For example, during the winter months increase our monitoring of damp, condensation and mould cases.
In return, we need you to
- Report the need for repairs to your home as soon as possible
- Take care of your home and to make sure that you, members of your household and visitors do not damage or misuse it
- Repair or replace anything in your home that you or anyone else has either damaged or not taken proper care of. This includes:
- Windows, doors, locks and keys
- Washbasins, bath, WC pan and seat
- Kitchen units and worktops
- Utility meters and meter boxes
- Repair or replace anything in your home or garden that you fitted or installed, or that was gifted to you or you took responsibility for when you moved in
- Ensure the condition of your home does not deteriorate because of carelessness or general neglect, this includes:
- Condensation caused by the way you are living in your home
- Hoarding
- Keep the inside of your home in good decorative condition
- Carry out minor maintenance tasks such as:
- Change lightbulbs or strip lights
- Replace tap washers
- Replace shower hoses and curtains
How will we achieve this?
We will promote and provide general advice and guidance on how to manage damp and condensation. All residents reporting mould or damp will receive a copy or our latest guidance.
What can I expect from Cornerstone?
- We will promote and provide general advice and guidance on how to manage damp and condensation. All residents reporting mould or damp will receive a copy or our latest guidance.
- We will investigate to determine the cause of damp and condensation and carry out remedial repairs and actions in accordance with the tenancy agreement and repairs standard.
- We will ensure that all relevant front-line staff have training and are aware of and understand the delivery of the service that will meet the aims of this policy.
- When we are satisfied that in partnership with the tenant all reasonable efforts in managing condensation damp have been carried out and this has not been successful, we will visit the property and investigate the matter further.
- Embrace the use of technology and intelligent data collection methods to provide feedback and advice to customers and inform maintenance works that may be required. i.e. use data loggers, provide hygrometers, use thermal imaging, use of healthy home app etc.
- We will diagnose the cause of damp correctly and deliver effective solutions based on the ethos of dealing with the cause of the damp not just the symptom and wherever possible “fixing first time”.
- We will inform the tenant of the findings of the investigations following a house visit. This will include identifying the possible causes of damp, recommending effective solutions and all necessary remedial works / actions / enhancements and the estimated timescales to complete the works /measures. This will be communicated to the tenant keeping them up to date with their enquiry through the process from inception to completion.
- Cornerstone will respond to a report of damp and condensation and complete any remedial works/measures within a reasonable timescale in accordance with the processes and procedures. This will be dependent on the severity and urgency of the problem and on the complexity of the solution of the remedial works/actions required.
- Cornerstone will undertake reasonable improvement works required to assist in the management and control of condensation damp, for example installation of mechanical extract fans, fresh air vents, repairing existing insulation, etc.
- Remedial works will only be carried out where it is reasonable and practical to do so. Cornerstone will have regard to the constraints of the existing building design and structure and will take a pragmatic approach in finding appropriate solutions.
- Cornerstone will make reasonable attempts to access the property to inspect and carry out the works and if required implement our no access Policy and Procedure.
- Cornerstone will not be able to control condensation damp where it is unreasonable or impractical to do so or if any remedial action would be ineffective for example:
- Poor construction / design (not meeting current construction and living standards) for example:
- Non habitable rooms / For example:
- Out –buildings / sheds that have been converted including linking buildings between the house and an outbuilding and other add-on structures.
- Unheated / uninsulated semi external storerooms, garages or stores.
- Non habitable rooms / For example:
- Poor construction / design (not meeting current construction and living standards) for example:
- Where Internal conditions within a home for example, overcrowding and excessive hoarding of personal belongs are having an effect on health and wellbeing of the occupants or are preventing inspections or remedial works being carried out, Cornerstone will provide support and assistance to review the tenant’s options. This may include: help from partnering agencies/ charities or in extreme cases moving to more appropriate alternative suitable accommodation. Or supporting such a move if this is not possible within Cornerstone’s stock. Effective remedial action will not be possible in these instances until the situation(s) has been resolved.
- If it is unsafe for the occupants to remain in the property while the works are carried out, alternative accommodation arrangements will be made. This may be on a day by-day basis or a temporary decant to an alternative property. The tenant will be supported through this process to find suitable accommodation.
