Ventilation, Condensation and Tenant Communication: Best Practice for Letting Agents

Condensation is one of the most common moisture issues found in rented properties, particularly during colder months. Everyday activities such as cooking, showering, drying clothes and even breathing add moisture to the air, and when that moisture meets a cold surface, condensation can form.

For letting agents, the challenge is not simply explaining how condensation occurs. It is determining whether there may be an underlying property issue, documenting what is happening and communicating with tenants in a way that is practical, constructive and evidence-based.

Telling a tenant to “open the windows more” is rarely an adequate response to a damp or mould complaint.

With increasing attention on damp and mould in rented properties, including Awaab’s Law and the future Decent Homes Standard will apply to privately rented homes from 2035, agents need to be able to demonstrate both what advice was provided to tenants and what action was taken to investigate the property itself.

Understanding Condensation and Damp

Condensation occurs when moisture in the air comes into contact with a colder surface and turns into water droplets.

It is commonly found on:

• Windows and window frames
• External walls
• Bathroom walls and ceilings
• Kitchens
• Corners of bedrooms
• Areas behind furniture
• Poorly ventilated cupboards and wardrobes

Condensation can contribute to mould growth if moisture repeatedly accumulates and surfaces remain damp.

However, not every damp or mould problem is caused by condensation.

Moisture can also result from leaking plumbing, defective roofs, damaged guttering, water penetration, problems with the building fabric or other maintenance issues.

This is why letting agents should avoid diagnosing the cause based solely on the appearance of mould.

Avoid Starting with Assumptions About Tenant Behaviour

When mould appears, it can be tempting to immediately focus on how the tenant is using the property.

Are they opening the windows? Are they drying clothes indoors? Are they using the extractor fan?

These questions can form part of an investigation, but they should not be the starting assumption.

A tenant may be using an extractor fan correctly, but the fan itself could be defective. They may be heating the property appropriately while a cold external wall or building defect contributes to persistent condensation.

Government guidance advises housing providers to take a proactive approach and avoid automatically attributing damp and mould to tenant behaviour.

For letting agents, this means beginning with evidence.

What has the tenant reported? What can be observed? Is the ventilation working? Are there visible maintenance problems? Has the same issue been recorded previously?

Check Whether Ventilation Is Actually Working

Simply having an extractor fan or ventilation grille does not necessarily mean a room is being adequately ventilated.

During a property visit, relevant observations could include whether an extractor fan is present, whether there is visible mould surrounding it, whether ventilation points appear obstructed and whether there are obvious signs of damage.

Where there are concerns about whether a ventilation system is operating correctly or providing sufficient ventilation, further investigation by an appropriate professional may be necessary.

The role of the property report is not necessarily to diagnose the ventilation system. It is to document what can be observed and highlight concerns requiring further investigation.

Look at the Wider Property, Not Just the Mould

Where condensation or mould is identified, the surrounding condition can provide useful context.

If mould is discovered around a bedroom window, a report might also record:

• Condensation visible on the window
• Condition of the window frame
• Mould or staining on the surrounding wall
• Whether the affected wall is external
• Condition of nearby ventilation
• Visible water staining
• Other affected areas within the room

Similarly, mould in a bathroom might be considered alongside the apparent condition of the extractor fan, sealant, ceiling and surrounding surfaces.

These observations create a much more useful property record than a single photograph labelled “mould”.

Ask Tenants About What They Are Experiencing

Tenants can provide useful information about how and when a problem occurs.

An agent might ask whether condensation appears every morning, whether the problem becomes worse after showering, whether a room feels particularly cold or whether the tenant has noticed a leak.

Perhaps water occasionally appears around a window during heavy rain. Maybe an extractor fan has become noisier or stopped working. There may be a recurring damp smell even though no mould is currently visible.

These details should be recorded where relevant.

The objective should be to understand the circumstances rather than simply determine whether the tenant is “at fault”.

Give Tenants Clear and Practical Information

There are practical steps tenants can take to help manage everyday moisture.

Depending on the property and circumstances, advice may include:

• Using extractor fans when cooking and showering
• Allowing extractor fans to continue operating where designed to do so
• Using available background ventilation appropriately
• Reporting defective extractor fans
• Avoiding covering ventilation points
• Using lids on pans when cooking
• Ventilating rooms appropriately
• Reporting persistent condensation
• Reporting leaks or water ingress promptly

Advice should be realistic for the property.

Repeatedly telling a tenant to leave windows open for long periods during winter is unlikely to represent a complete moisture-management strategy and may create other issues around heating, comfort and security.

Document Ventilation Advice

If advice is important enough to give to the tenant, it is worth documenting.

The property record should ideally establish:

• What advice was provided
• When it was provided
• How it was communicated
• What concerns prompted the advice
• Whether any property defects were being investigated
• Any relevant response from the tenant
• Whether further action was agreed

For example, rather than simply recording:

“Advised tenant to ventilate.”

A stronger record could state:

“Tenant provided with guidance regarding use of bathroom extraction and reporting persistent condensation. Visible mould around the bathroom ceiling recorded during inspection. Property manager notified of apparent issue with extractor fan for further investigation.”

This records both the tenant communication and the property-related action.

Ventilation Advice Does Not Replace Property Investigation

This distinction is particularly important.

Providing advice about condensation should not be treated as evidence that the problem is automatically the tenant’s responsibility.

If an extractor fan is defective, a window is damaged or water is penetrating through the building, changing tenant behaviour alone will not address the underlying cause.

A good property record should therefore show two separate elements where relevant:

• Tenant communication: What practical advice or information was provided?
• Property action: What inspection, maintenance or further investigation was undertaken?

This creates a much more balanced and defensible record.

Make It Easy for Tenants to Report Problems

Tenants should know how to report:

• Persistent condensation
• Recurring mould
• Leaks
• Water staining
• Defective extractor fans
• Problems with windows
• Unusual damp smells
• Heating problems
• Water entering the property

Where possible, tenants can also be asked to provide photographs showing the affected area.

This can help the property manager assess what should happen next, although tenant photographs should not necessarily replace a property inspection where further investigation is appropriate.

Put Important Communication in Writing

Verbal conversations can be useful, but important communication about damp, mould and condensation should also be documented.

Written communication creates a clearer record of what information was provided and what action was requested.

Following an inspection, for example, an agent might confirm that visible condensation and mould were recorded, explain that the landlord has been informed, provide appropriate ventilation guidance and tell the tenant when a contractor is expected to attend.

This is much stronger than simply recording:

“Spoke to tenant about condensation.”

Communication Should Work Both Ways

Tenant communication should not consist solely of instructions.

If tenants are asked to report changes, agents should have a process for acknowledging those reports and responding appropriately.

For example:

Tenant reports mould → Agent acknowledges complaint → Inspection arranged → Findings documented → Landlord informed → Tenant updated → Work arranged → Follow-up completed.

This creates a two-way communication process and a clear chronological record.

Record Facts Rather Than Conclusions

Language matters when recording damp and mould concerns.

Compare:

“Tenant is causing condensation by not opening the windows.”

with:

“Condensation was visible on the internal bedroom window at the time of inspection. Mould spotting was noted around the lower window frame and adjoining wall.”

The second is considerably more useful as a property record.

It describes what was actually observed without making an unsupported conclusion about responsibility.

If the tenant provides information about how they use heating or ventilation, this can be recorded as information supplied by the tenant rather than automatically presented as the established cause.

Use Routine Property Visits to Reinforce Communication

Agents do not need to wait until a mould complaint is received to discuss ventilation and condensation.

Routine property visits provide an opportunity to identify early warning signs and speak with tenants about anything they have noticed.

If condensation is visible, it can be documented.

If there is early mould spotting, this can be photographed and reported.

If the tenant mentions that an extractor fan has stopped working, this can be escalated.

Regular property reporting therefore helps move damp and mould management from a reactive process towards a more proactive one.

Read more: How Routine Property Visits Help Identify Damp Early

What Happens When Mould Is Reported?

Where condensation has developed into mould, communication should form part of a wider documented response.

The agent should retain a record of when the complaint was received, when it was acknowledged, what the tenant reported, when the property was inspected, what was found and what action followed.

Photographs, inspection reports, contractor findings, maintenance records and tenant communications can then form a chronological evidence trail.

Read more: What Letting Agents Should Document After a Mould Complaint

Awaab’s Law and the Changing Regulatory Environment

Awaab’s Law has increased attention on the importance of responding appropriately to damp and mould hazards.

The current statutory Awaab’s Law requirements apply to social housing, and its existing response times should not be presented as statutory deadlines for private letting agents.

However, the government has committed to extending Awaab’s Law to the private rented sector. The Decent Homes Standard is also being extended to privately rented homes.

For letting agents, these developments reinforce the value of establishing robust processes for property inspections, tenant communication, evidence collection and follow-up.

Follow Up Rather Than Assuming the Problem Is Solved

Good tenant communication should continue after repairs or mould treatment.

Where appropriate, agents should establish whether the problem has returned.

If a ventilation issue was repaired, is condensation still excessive?

If a leak was fixed, has the affected area dried?

If mould was treated, has there been further growth?

A follow-up property visit can provide photographic evidence of the condition after work has been completed.

Better Communication Creates Better Property Records

Managing condensation is not simply a matter of telling tenants to ventilate their homes.

For letting agents, good practice combines tenant communication, property inspection, factual reporting, maintenance and follow-up.

Tenants should understand practical ways to manage everyday moisture and know how to report concerns. At the same time, letting agents should investigate potential property-related causes and maintain a clear record of the action taken.

When those processes work together, agents have a much stronger foundation for managing damp and mould complaints consistently.

Read our complete guide: Damp, Mould and Tenant Complaints: Building a Defensible Property Reporting Process

Professional Property Reporting from No Letting Go

No Letting Go provides professional property reporting services for letting agents, landlords and property managers across the UK.

Our routine property visits provide detailed written observations and photographic evidence of property condition, helping agents identify developing maintenance concerns and maintain consistent records throughout the tenancy.

Where condensation, damp or mould is identified, having a clear history of the property’s condition can provide valuable context for property managers, landlords and contractors when deciding what action should happen next.

Combined with clear tenant communication and appropriate maintenance processes, professional property reporting can help letting agents take a more proactive approach to managing property condition.

Find your local No Letting Go office to discuss professional property reporting for your portfolio.