Mould damp and mould issues - contact details for RBKC/WCC

At a recent meeting of the Safeguarding Adults Executive Board, it was requested for the SAEB Team to look into contact details for Mould damp and mould issues being experienced by residents – please see details below:

For RBKC, contact your landlord or, if you are in social housing, the Royal Borough of Kensington and Chelsea's customer services directly via phone (0800 137 111) or email (HM-CustomerServices@rbkc.gov.uk).

For private tenants, also contact your landlord immediately, especially for health risks, and report structural issues like rising or penetrating damp to them as it is their responsibility under the Landlord and Tenant Act 1985. You can also contact the RBKC Private Sector Housing Team for advice on 020 7361 3002. 

If you are a private tenant

• Contact your landlord immediately: Report the issue straight away, especially if it poses a health risk.
• Landlord's responsibility: They are responsible for structural faults like rising or penetrating damp.
• GOV.UK advice: The government advises to keep paying rent while waiting for repairs and ask your landlord for a timeline.
• RBKC Private Sector Housing Team: You can get in touch with them at 020 7361 3002 for advice. 

If you are in social housing

• Contact RBKC: Report the issue directly to the council's customer services on 0800 137 111 or HM-CustomerServices@rbkc.gov.uk.
• Awaab's Law: New legislation from October 27, 2025, requires social landlords to act within strict timeframes to fix reported issues like damp and mould.
• Shelter England advice: Social housing providers must fix the problem if it's serious, makes the home unfit to live in, or is caused by a repair problem like a leak. If they don't, you may be able to take legal action. 

General prevention tips

• Use extractor fans in kitchens and bathrooms and keep doors closed while cooking or showering.
• Ventilate the home by opening windows, especially in the morning and after showering.
• Dry clothes outside or use a dehumidifier rather than drying them indoors on radiators.
• Wipe down condensation from surfaces like windows. 

For damp and mould issues in Westminster, the hotline for council tenants is 

0800 358 3785, and for issues in private properties or more general housing enquiries, call 0800 358 3783 or email housing.enquiries@westminster.gov.uk. 

For council tenants

• Call the dedicated hotline at 0800 358 3785.
• Use the Westminster City Council online form.
• A team member will contact you to arrange a free home visit to assess and fix the problem. 

For private residents

• Contact the Housing Enquiries line at 0800 358 3783.
• Email housing.enquiries@westminster.gov.ukto report issues like damp and mould in privately rented properties.
• You can also report problems relating to private housing standards on the Metastreet website. 

For other housing matters

• For general housing enquiries, including those about Westminster Community Homes, call 0800 358 3783.