Protecting Vulnerable Tenants from Damp and Mould Hazards

Awaab Ishak's death was a stark reminder that damp and mould poses severe risks to vulnerable people. While these conditions affect all residents negatively, some groups face disproportionate harm. Housing providers have both a moral and legal obligation to identify and protect these tenants.

Who Is Vulnerable?

Health-Related Vulnerability

Certain health conditions increase susceptibility to harm from damp and mould:

• Respiratory conditions: Asthma, COPD, chronic bronchitis
• Immunocompromised: HIV/AIDS, cancer treatment, organ transplant recipients
• Allergies: Mould sensitivity, environmental allergies
• Cardiovascular disease: Increased strain from respiratory issues

Age-Related Vulnerability

• Young children: Developing respiratory systems, more time indoors, floor-level exposure
• Infants: Particularly at risk; immature immune systems
• Elderly: Weaker immune response, may not recognise or report issues

Circumstantial Vulnerability

• Pregnant women: Health of both mother and unborn child at risk
• Mental health conditions: May struggle to maintain property or report issues
• Physical disabilities: May be unable to ventilate property effectively
• Language barriers: May not understand advice or know how to report
• Digital exclusion: May miss communications, unable to use online reporting

Legal and Regulatory Expectations

HHSRS and Vulnerability

The Housing Health and Safety Rating System explicitly considers vulnerability:

• Hazard scoring increases when vulnerable groups are present
• A property may be Category 2 for general population but Category 1 for vulnerable resident
• Assessment must consider actual occupants, not just theoretical risk

Consumer Standards

The Regulator expects providers to:

• Understand which residents have vulnerabilities
• Adapt service delivery accordingly
• Prioritise those at greatest risk

Equality Act Considerations

Disability-related vulnerabilities engage equality duties:

• Reasonable adjustments to service delivery
• Proactive approach, not just responding to requests
• Documentation of how vulnerability was considered

Identifying Vulnerable Tenants

Data You Should Hold

Build a picture through multiple sources:

• Application/sign-up data: Health conditions, household composition
• Support needs assessments: For supported housing
• Housing officer knowledge: Information gathered through contact
• Adaptations records: Properties modified for health reasons
• Care referrals: Social services involvement

Asking the Right Questions

At tenancy start and periodically thereafter:

• Does anyone in the household have respiratory conditions?
• Are there young children (under 5) in the property?
• Is anyone pregnant or likely to become pregnant?
• Does anyone have conditions affecting their immune system?
• Is there anything about your health we should consider for property maintenance?

Privacy Considerations

Collecting health data requires care:

• Clear explanation of why information is needed
• Data used only for housing management purposes
• Secure storage with appropriate access controls
• Regular review and updating

Adapting Your Response

Priority Flagging

Mark properties and cases appropriately:

• Housing management system flags for vulnerable households
• Automatic escalation of damp reports from flagged properties
• Faster response timescales than standard service levels

Proactive Monitoring

Don't wait for complaints from vulnerable tenants:

• Environmental sensors: Automated monitoring in at-risk homes
• Regular check-ins: Scheduled contact to ask about conditions
• Inspection priority: More frequent property visits

Communication Adjustments

Adapt how you engage:

• Phone calls rather than letters for some tenants
• Easy-read materials where appropriate
• Translation services for non-English speakers
• Longer appointment windows for those with mobility issues

Response Escalation

When issues are identified:

• Treat as higher priority than standard cases
• Consider whether interim measures (dehumidifiers, temporary heating) are needed
• Involve health professionals where appropriate
• Document vulnerability considerations in case records

Supporting Vulnerable Tenants

Practical Assistance

Some vulnerable tenants need help managing their environment:

• Demonstrating how heating and ventilation controls work
• Installing easier-to-use controls if manual dexterity is an issue
• Providing equipment (dehumidifiers) if they can't manage condensation themselves
• Regular visits to ensure advice is being followed

Multi-Agency Working

Connect with other services:

• Social services for safeguarding concerns
• Health visitors for young children
• Adult social care for elderly or disabled tenants
• Mental health services where relevant

Financial Support

If heating costs are a barrier:

• Energy company support schemes
• Warm Home Discount eligibility
• Local welfare assistance
• Fuel debt advice services

Documentation Requirements

What to Record

For each vulnerable tenant case:

• Vulnerability identified: What condition/factor and when identified
• Response adjustment: How your approach was modified
• Priority given: Evidence of faster response
• Support provided: Additional assistance offered
• Outcome: Resolution and follow-up

Why This Matters

Good documentation:

• Demonstrates compliance with regulatory expectations
• Supports defence if complaints or claims arise
• Enables audit of whether vulnerable tenants receive appropriate service
• Identifies gaps in your approach

Organisational Culture

Staff Training

Ensure all relevant staff understand:

• Why vulnerability matters for damp and mould
• How to identify and record vulnerability
• When and how to escalate
• Communication approaches for different needs

System Support

Make it easy to do the right thing:

• Vulnerability flags visible to all relevant staff
• Automatic prompts when handling cases from flagged properties
• Reporting that shows vulnerable tenant outcomes separately