Tackling Damp and Mould
Over the last few years we have made substantial progress in tackling damp and mould that has been reported to us. Condensation is usually the biggest cause of damp within homes, and we know this often increases in colder months of the year. There are 4 key steps that you can take to prevent condensation, damp and mould in your home.
Please read our helpful guide to preventing condensation, damp and mould in your homes here.
Report it
If you discover damp and mould, including any recurring issues, please report it straight away so that we can resolve the issue promptly. You can do this in the following ways:
Complete the dedicated Damp and Mould report form on the Pinnacle website. Call Pinnacle on 0800 0318628, selecting option 1, then option 4. Chat to Pinnacle online, you can do this by selecting the chat option on Pinnacle website.
Our commitment
Awaab’s Law, which took effect in October 2025, requires social landlords to address all damp and mould hazards within fixed timeframes. While we are not bound by this legislation, DIO has voluntarily committed to upholding the standards expected of a responsible landlord and our response times to damp and mould reports in UK SFA have been adjusted.
When you contact Pinnacle, our teams will assess the severity of the problem, on a scale from level 1 to 5, with 5 considered the most severe. Pinnacle will then coordinate with Amey/VIVO to begin their investigation to address the issue.
Levels 1-3: Amey/VIVO will respond within 10 working days.
Levels 4-5 (highest priority): Amey/VIVO will respond within 48 hours, and families will be offered temporary accommodation during the investigation.
If we cannot fully complete the required work after investigation, we will provide the family with a written summary within three days, outlining completed tasks and any remaining work.
If you have any queries related to damp and mould, please contact Pinnacle on 0800 031 8628. You can find further information about seasonal safety advice on Defence Homes.