Damp and mould project shortlisted for national award

whg has received national recognition for its work with customers to tackle damp and mould.

The leading Midlands’ landlord has been shortlisted at the Aico Community Awards in the Resident Engagement category, after asking customers to help shape the way it deals with damp and mould.

Thanks to their involvement, whg saw a 70% reduction in damp and mould cases, from 295 in January 2023 to 82 in November 2023.

The initiative began with the formation of a Damp and Mould Task & Finish Group in early 2022. Comprising nine dedicated customers, the group’s mission was to refine whg’s approach to damp and mould issues. This included the complete revision of telephone scripts, enhancement of website information, and the development of targeted communication for vulnerable customers. The group also introduced “dampbusters” a group of customers knowledgeable about damp and mould issues who accompany surveyors on visits to homes affected by these problems. These customers  offer a unique perspective and communicate effectively with residents about the challenges they may face that could be contributing to damp and mould.

Vicky Green, Head of Inclusion and Organisational Culture, said: “Our goal to engage with customers, combined with use of new technology and data to improve and develop whg damp and mould services, has been met. But far more than that, our aims have been exceeded by giving customers a voice and using their experiences and skills to provide more authentic, relevant and user-friendly damp and mould communications and support services.

“We’re delighted with the project’s success and will maintain the group’s involvement as we continue to enhance our ways of working.”

Winners will be announced at an event in Birmingham on 18 April.