Behaviour vs Blame – Supporting Tenants to Reduce Moisture Without Stigma

James

Okay, team, welcome back to Breathe Pure—James here. Eric, Emma, good to see you both. Today: damp, mould, and, crucially, how we approach the people living with these problems. There’s so much talk in the sector about “tenant behaviour”—but, if you’ve been following recent episodes, you’ll know there’s a world of difference between helping residents and blaming them for things beyond their control. Shall we jump in?

Emma

Absolutely, James. I think for so long, the assumption’s been, “Oh, it’s just condensation—tenants must be drying washing or not opening the windows,” but, honestly, that just doesn’t wash anymore—excuse the pun! I was reading the English Housing Survey for 2023–24, and it’s really worrying: damp problems are up to 5% of all homes, and it’s even worse in social housing—7%. So, this really is urgent for everyone, especially with what we now know about health risks.

Eric Marquette

Yeah, and those health risks—let’s not gloss over them. Damp and mould aren’t just cosmetic; they’re genuine threats, linked to respiratory illnesses, infections, mental health dips, and the most severe cases, well, we all saw how tragic that can turn out, especially after Awaab Ishak’s case. And with Awaab’s Law coming in, landlords simply can’t drag their feet anymore, can they?

James

No, there’s no hiding from it—Awaab’s Law is really clear. From late October 2025, social landlords have to investigate emergency hazards within 24 hours, get on to serious damp and mould within 10 working days, feedback to residents within three days, and actually start fixing things within 5 days—at the latest, 12 weeks if there’s a reason, but that’s the exception. This is a whole new level of accountability. And the new Safety and Quality Standard’s upping the ante even more—holding accurate data, proving action, not just talking.

Emma

That’s the thing—there’s this big shift happening, and the Ombudsman’s “It’s not lifestyle” report kind of sums it up. For years, the default was to blame the resident—tell them to “just ventilate more”—but that erodes trust and completely misses the big picture. The new guidance says what we do in response has to be urgent, root-cause focused, and sensitive. It’s organisational responsibility, not a blame game.

Eric Marquette

And landlords—housing providers, I mean—need to take that to heart. The evidence’s all there. Most moisture problems aren’t simply about how someone cooks or showers. It’s leaky buildings, broken ventilation, cold bridges, — y’know, things the average tenant literally can’t change themselves.

James

Exactly, Eric. And, I mean, from a compliance point of view, you can’t just say, “Oh, must be something you did, nothing to do with the bricks-and-mortar.” The legal obligation is to find the real source—leaks, failed fans, bad insulation—and fix it. That’s your starting point. The physical assessment comes first, right?

Emma

Absolutely. And I keep thinking about the health side, too—the WHO’s global research shows links between damp and asthma, infections, even mental well-being. The UK Health Security Agency’s numbers put thousands of asthma cases down to mouldy homes, with kids and disadvantaged families hit especially hard. So when landlords act quickly, it’s a genuinely life-changing intervention—not just ticking a box.

Eric Marquette

It’s interesting, too, because if you look at the official advice, like NICE guidance and that Approved Document F—sorry, I always get these docs mixed up, someone’s definitely going to message me about that—they all stress ventilation is a right, not a “nice-to-have.” So, supporting residents means making it easy to do the right thing: providing working extractor fans, clear information, and reminding folks, “Hey, pop that trickle vent open after you shower,” in a way that doesn’t sound patronising or, y’know, accusatory.

James

Yeah, Eric. And we see this with the homes we work in—designing for moisture, not against residents, is the future, actually. The whole BS 5250:2021 approach is about treating the building as a system. So even the most careful tenants will struggle if the property’s letting them down, ventilation breaks, or it’s just too insulated and can’t “breathe.” And supporting daily routines—using fans, reporting repairs early—that makes a real difference, but it can’t make up for a failing building.

Emma

And sometimes it’s not even possible to “do the right thing” if you’re on a tight budget, or it’s a crowded flat, or you’ve got health conditions. The evidence shows that cost-of-living pressures, overcrowding—those all make the problem worse, and blaming tenants just puts up barriers. It’s not just a “lifestyle” choice—everyone’s vulnerable in the wrong environment, especially kids and those with fragile health. The Ombudsman is really clear—blame delays solutions and undermines trust.

Eric Marquette

That’s why, you know, the practical side is so important. Good landlords need a zero-tolerance approach: inspect, diagnose, fix, and then follow up. Keep accurate records—Awaab’s Law and the Regulator now expect it, after all—and, crucially, share information in plain English, not cryptic reports. I remember, not that long ago, you’d hear stories about tenants not hearing back for weeks… those days need to be over if we’re gonna do right by people.

James

Let’s get specific—how do we turn “no blame” into practice? We’ve got a toolkit used out in the field, and it really works for frontline teams: start every conversation with health and help, like, “We know damp and mould can harm health, especially for children and people with chest conditions. We’ll sort the root cause and make it easier to keep the home dry.” No mention of “lifestyle”—it’s all about actions and outcomes.

Emma

Exactly. And a proper “moisture map” walk-through with the resident—ten minutes, max—where you both note leaks, cold patches, stuck vents, and log repairs right there and then. That genuinely shows you’re on the same side. Paired with those “habit cards”—little reminders for after-shower extraction, pan lids, and safe window purging. It’s positive, not patronising, especially if you make sure residents know that you, as the landlord, are fixing actual defects as well.

Eric Marquette

And then, once works are done, share back—photos, next steps, clear language. Something as simple as following up can rebuild trust in a big way. Plus, all this lines up perfectly with Awaab’s Law timelines—acting fast, communicating clearly, doing what you say you’ll do.

James

Just to clear up a common question: people often ask about our dehumidifiers. Look, they’re a helpful support tool at controlling humidity, - but they never, ever substitute for finding and fixing the cause of a leak, or broken Part F ventilation. Government guidance is really blunt on this: if you haven’t fixed the leak or the bad fan, you’re just plugging holes. You’ve got to get the fundamentals right first.

Emma

Yeah, and the compliance bit—it can sound a bit dry, but I think having a quick-reference for teams is really useful: 24 hours for emergencies, 10 days for damp investigations, five days to kick off repairs, and always keep accurate records. The actual process is built so residents aren’t waiting months just to be heard, or given generic advice that doesn’t address the real problem.

Eric Marquette

So true. And, just to wrap it together, I think today’s landscape is clear: behaviour change matters, but blame’s a dead end. Public health guidance, Awaab’s Law, the Ombudsman’s findings—they all point towards urgent, root-cause action, and building trust, not just compliance. Supporting people, not lecturing them.

James

Exactly, Eric. We want to see a future where “no blame” isn’t just a catchphrase, but the absolute norm for housing providers, health teams, and everyone around the table. Healthier homes, safer tenants, and, frankly, happier landlords too. That’s the new bar we’re setting for 2025—fix fast, fix right, communicate clearly, no judgement.

Emma

And I suppose just thinking back to our previous episodes, all these points are part of a much bigger shift—Awaab’s Law, all the new standards, but also just letting residents know they matter. So, for anyone listening, if you’re a frontline worker or a manager, even one honest conversation that starts with “How can I help?” could be the thing that changes everything for a resident.

Eric Marquette

Couldn’t agree more, Emma. That’s what being solutions-first is all about. And if you want more on the legal or technical rules, stick with us—we’ll dig deeper in upcoming episodes. James, Emma, always a pleasure talking through these issues with you both.

James

Thanks both—and thanks to everyone listening. If you’ve got questions, or want us to tackle a specific scenario, drop us a message. We’ll be back soon with more practical solutions for safer homes. Take care, Eric, Emma—see you next time.

Emma

Thanks, James, Eric—bye for now!

Eric Marquette

See you both, and bye to all our listeners. Keep breathing pure!