Sutton Housing Partnership Increases Budget to Combat Damp and Mould, Improves Customer Service

Sutton Housing Partnership (SHP) is significantly increasing its investment in tackling damp and mould issues, with the Housing, Economy & Business Committee approving an annual budget of £20 million. This boost in funding, as noted in the minutes from the previous meeting on 8 July 2025¹, aims to shift the focus towards preventative measures and reduce the need for reactive repairs.

The announcement was made during the Carshalton and Clockhouse Local Committee meeting on Tuesday, 14 October 2025², where the Interim Director of Sutton Housing Partnership provided an update on ongoing capital works programmes in the Clockhouse ward.

SHP officers addressed concerns about damp and mould, stating that resident tickets for such issues remain open for six months to allow for follow-up and to check if the problem persists. This extended timeframe allows SHP to monitor the effectiveness of the initial repairs and address any recurring problems, going above and beyond their statutory obligations.

In addition to the budget increase, SHP is focusing on maintaining acceptable work standards, equivalent to those expected of private landlords. To ensure quality control, spot checks and post-completion surveys are conducted, which directly inform contractor payments. Furthermore, residents receive follow-up questionnaires to gauge their satisfaction, contributing to a published baseline of satisfaction which Officers said demonstrates transparency. Residents can cite a reference number when complaining about unsatisfactory work.

Residents are encouraged to direct complaints to SHP, which is actively reviewing and seeking to improve its processes. The Customer Experience team has been restructured to improve accessibility and efficiency.