Damp & Mould – getting the service & support right for Tenants

Updated workshop session 

Thursday, 20^th March 2025: 10am – 12noon

Using insight from Tenants and the latest sector good practice we’ll explore practical customer service approaches to help organisations respond positively, proactively and with empathy to tenants concerns around damp and mould. 

During the session we will focus on learning from cases where landlords haven’t appropriately dealt with damp and mould. We will also consider what support and actions are needed to provide a supportive, inclusive and person-centred service for all tenants.

This will be an informative and interactive session and areas covered will include:

• sector context
• understanding who is most at risk of health issues from damp and mould.
• the importance of clear communications, including empathy & tone.
• gathering the right information to respond appropriately.
• ‘taking ownership’
• taking pre-emptive action and proactively problem solving

The session is designed to provoke thinking and to provide delegates with approaches which they can develop further and apply in their work.  

Please note – the session will not cover the following: 

• Technical aspects of damp & mould; causes, detection etc 
• Legal matters

Who’s the session for – this workshop session is for staff involved in areas such as: asset management, repairs, Housing Management, tenancy support, customer service, complaint handling  and service improvement.

• Tenants: £29+VAT
• Staff/Board (members organisations): £59+VAT
• Staff/Board (non-member organisations): £119+VAT

• This is an online interactive training workshop via Zoom
• The session will not be recorded
• The delegate rate is for one person not a group booking – each attendee needs to register individually

 Please note - Places are limited for this event and so you are advised to book early via this Zoom link

• All cancellations for paid events must be made by email to [email protected]  If you cancel your place less than 2 working days before the online event you will incur the full cost.
• If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to [email protected]
• If you fail to attend a paid, online sessions, you will be charged the full cost of attendance.
• Once we have received your cancellation, we will forward you a confirmation of your cancellation.
• For our paid events please note, one paid registration may only be used by one person, and the sharing of joining links /screens is prohibited. Therefore, each person attending this event must have a separate registration.

We aim to make sure that all online events run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel an event. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled event we will give you a full refund. Should we run the event again, we will give you priority