What Letting Agents Should Document After a Mould Complaint

When a tenant reports mould, the way the complaint is documented can be just as important as the initial response.

A telephone call, email or photograph from a tenant may be the first indication that there is a problem, but it should also become the starting point of a clear property record showing when the concern was raised, how quickly it was investigated, what was found, what action was taken and whether the problem was resolved.

For letting agents, this evidence can help property managers coordinate repairs, keep landlords informed and create a chronological record if questions are later raised about how a mould complaint was handled.

With damp and mould receiving increased regulatory attention, including through Awaab’s Law and the future Decent Homes Standard will apply to privately rented homes from 2035, consistent documentation is becoming increasingly important.

How Quickly Should Letting Agents Respond to a Mould Complaint?

A mould complaint should not simply sit in an inbox or maintenance system waiting for the next routine property visit.

The first step should be to record and acknowledge the complaint and assess whether there are circumstances requiring urgent action.

The appropriate response will depend on the nature and severity of the problem. There is also an important distinction between acknowledging and investigating a complaint quickly and being able to complete every necessary repair immediately.

Awaab’s Law has introduced statutory response requirements for qualifying hazards in social housing, including significant damp and mould hazards. The government has committed to extending Awaab’s Law to the private rented sector, but letting agents should not treat the current social-housing statutory timescales as existing PRS deadlines.

Nevertheless, the direction of travel reinforces the importance of having a process that records exactly when concerns are received and how they are handled.

For each complaint, agents should ideally be able to establish:

• When was the complaint received?
• When was it acknowledged?
• When was its urgency assessed?
• When was the property inspected?
• When was the landlord informed?
• When was any contractor instructed?
• When was work completed?
• When was the outcome checked?

Record When and How the Complaint Was Received

The initial complaint establishes the starting point of the evidence trail.

The property record should include:

• Date and time the complaint was received
• How it was reported
• Which tenant reported the issue
• Where in the property the problem was reported
• How the tenant described the issue
• When the tenant first noticed it
• Whether it has happened previously
• Any photographs or videos supplied
• Any associated concerns reported by the tenant

Where a tenant reports a leak, persistent condensation, defective extractor fan, heating problem or another relevant issue, this should also be documented.

Record When the Complaint Was Acknowledged

Recording the initial report is not enough.

The property file should also show when the agent responded.

This provides evidence that the complaint was received and acted upon rather than simply sitting unaddressed.

Where an inspection or contractor visit is being arranged, the tenant should be given appropriate information about the next step.

Keep Copies of Tenant Communications

Communication surrounding the complaint should form part of the property record.

This could include emails, messages, maintenance requests and notes from telephone conversations.

Where discussions take place by telephone, agents may find it useful to record a short factual summary of what was discussed and any next steps agreed.

The objective is to create a chronology that another property manager could understand without having been involved in the original conversations.

Document the Property Inspection

Once a mould complaint has been received, an inspection can provide more detailed information about the property’s condition.

The report should clearly identify the affected room and the location of the mould within that room.

Rather than simply recording:

“Mould in bedroom.”

A more useful observation might identify mould growth around the lower section of an external-facing wall, around the window frame or in the corner behind a wardrobe.

The more precise the record, the easier it becomes to compare the area during subsequent inspections.

Take Clear Photographic Evidence

Photographs are an important part of documenting a mould complaint.

Where possible, the report should contain both wider photographs and detailed close-ups.

A wider image establishes where the affected area is located within the room, while a closer photograph records its visible condition.

Photographs may capture:

• Extent of visible mould
• Staining or discolouration
• Condensation around windows
• Damaged paint or wallpaper
• Deterioration around window frames
• Water staining
• Damaged sealant
• Visible leaks
• Condition of nearby ventilation

Government guidance recommends photographing and documenting mould before it is removed.

Photographs should also be supported by written observations. An image alone may not explain exactly where the problem was located or what else was observed.

Record the Wider Condition of the Room

When mould is present, the inspection should not focus solely on the visible mould.

Relevant observations could include the condition of:

• Windows and frames
• Extractor fans
• Ventilation points
• Heating
• Plumbing
• Walls and ceilings
• Bathrooms and kitchens
• Visible water damage
• External-facing walls

This wider context can help establish whether further specialist investigation is required.

However, property reporting should distinguish between observation and diagnosis.

If mould can be seen around a window, that can be documented. Unless the cause has been established, the report should avoid presenting assumptions about why it developed as fact.

Document Ventilation and Condensation

Condensation and ventilation are often relevant when mould is reported, but they need to be recorded carefully.

An inspection might note visible condensation on windows, mould surrounding an extractor fan or a ventilation grille that appears obstructed.

Agents should also record any relevant information provided by the tenant.

However, the presence of condensation should not automatically lead to the conclusion that the tenant caused the mould.

The condition of the property, ventilation provision, heating, insulation, leaks and other building-related factors may all require consideration.

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

Document Any Advice Given to the Tenant

If practical ventilation or condensation advice is provided, keep a record of it.

The record could establish:

• What advice was provided
• When it was provided
• Whether it was given verbally or in writing
• Whether any property-related concerns were being investigated at the same time
• Any relevant response from the tenant

Providing ventilation advice should not be used as a substitute for investigating potential defects.

A strong property record demonstrates both sides of the process: what the tenant was advised to do and what the landlord or agent did to investigate the property.

Record Potential Maintenance Concerns

If the inspection identifies a maintenance concern, it should be clearly documented.

Examples could include a leaking pipe, damaged bathroom sealant, defective extractor fan, staining beneath a bathroom, signs of water penetration, deterioration around a window or a leaking radiator.

The report should identify what was observed and where.

If further investigation is required, that recommendation should also be recorded.

Record When the Landlord Was Informed

For managing agents, the chronology should establish when the landlord was informed of the findings.

Records could show:

• When the landlord was contacted
• What information was provided
• Whether the inspection report was supplied
• What action was recommended
• Whether authority for works was requested
• When authority was received

This can become particularly important where repairs require landlord approval.

Record Contractor Instructions and Findings

Where a contractor or specialist is instructed, their involvement should become part of the same evidence trail.

Records may include:

• Date instructed
• Reason for attendance
• Appointment date
• Contractor findings
• Photographs
• Quotations
• Recommended works
• Completed works
• Invoices or completion records

This prevents important evidence becoming fragmented across emails, contractor systems and individual staff members.

Keep the Tenant Updated

A good reporting process should include communication with the tenant throughout the case.

Tenants should know that their complaint has been received, what is happening next and, where possible, when inspections or repairs are expected.

If there are delays, these should also be communicated and documented.

Document Remedial Work

Once work has been completed, record exactly what was done.

Where possible, supporting evidence should be retained.

For example:

Before photographs → Contractor findings → Repair records → After photographs.

This creates a stronger record than simply changing the maintenance status to “completed”.

Arrange a Follow-Up Where Appropriate

A mould complaint should not necessarily be considered resolved simply because visible mould has been cleaned or a repair has been completed.

A follow-up inspection can establish whether the affected area has improved and whether there are signs of the problem returning.

The evidence trail then becomes:

Complaint → Acknowledgement → Inspection → Evidence → Investigation → Repair → Follow-up → Outcome.

Avoid Automatically Blaming the Tenant

One of the most important principles when documenting damp and mould is avoiding assumptions about responsibility.

Government guidance advises housing providers not to automatically attribute damp and mould to tenant behaviour.

Property reports should therefore use neutral, factual language.

Rather than:

“Tenant has caused mould by not ventilating the bedroom.”

A report could record:

“Visible mould noted around the bedroom window and adjoining external wall. Condensation visible to the internal window pane at the time of inspection. Further investigation recommended.”

The second statement documents what was actually observed without making a conclusion that has not been established.

Read more: How Routine Property Visits Help Identify Damp Early

Build a Chronological Evidence Trail

A strong mould complaint record should make it possible to reconstruct the entire case.

For example:

• 12 September: Tenant reports mould.
• 12 September: Complaint acknowledged.
• 14 September: Inspection completed and photographs taken.
• 14 September: Landlord informed.
• 16 September: Contractor instructed.
• 18 September: Contractor attends and provides findings.
• 21 September: Remedial work completed.
• 5 October: Follow-up inspection records condition.

The exact timeframe will vary depending on the circumstances, but documenting dates creates evidence of how the complaint progressed.

Why This Matters in a Changing Regulatory Environment

Awaab’s Law and the future extension of the Decent Homes Standard to private rented properties are increasing attention on how property condition problems are identified and addressed.

Although the current Awaab’s Law statutory response times apply to social housing rather than the PRS, the government has committed to extending Awaab’s Law to privately rented homes.

For letting agents, establishing strong processes now can help create greater consistency across their portfolios.

Building a Defensible Property Reporting Process

Good documentation is not about creating paperwork for the sake of it.

It is about being able to demonstrate:

• When the agent became aware of the problem.
• What was found.
• How quickly it was investigated.
• What action was taken.
• What was communicated to the tenant and landlord.
• Whether the problem was ultimately resolved.

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.

From inventories and check-ins to routine property visits and specialist reports, our services provide detailed written and photographic records of property condition throughout the tenancy.

When a tenant reports mould, consistent property records can help establish previous condition, document what is currently visible and create an evidence trail as the issue is investigated and resolved.

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