Mid Devon Housing was Highly Commended in the Customer Services category of the Housing Technology 2025 Awards. Rosie Wills from Mid Devon Housing explains the background and outcome of its damp and mould programme.
As social housing providers, we’re all constantly seeking innovative solutions to ensure safe, healthy and compliant homes for our residents. One of the most pressing challenges we face is managing damp and mould effectively, balancing our tenants’ wellbeing with regulatory compliance. At Mid Devon Housing, we’ve embraced Aico’s HomeLink Case Management (HCM) system to improve our approach to property management and resident engagement.
This partnership and joint commitment to improving tenant services was recognised at the Housing Technology 2025 Awards, where we were ‘highly commended’ in the customer services category for our use of HCM in tracking and managing damp and mould cases.
A new approach to compliance & tenant engagement
HCM is a digital platform that provides a structured and proactive way to manage damp and mould cases. By integrating real-time environmental monitoring, case tracking and automated alerts, it enables us to take a more data-driven and transparent approach. The system also offers a clear audit trail, ensuring we meet the expectations set out by Awaab’s Law and the Social Housing Regulation Act 2023.
For housing providers, compliance is just one aspect of the challenge; communication and engagement with tenants are equally critical. HCM facilitates this by providing a structured, two-way communication platform, allowing us to keep tenants informed about the status of their cases and offer practical guidance on managing indoor conditions to reduce the risk of damp and mould.
Tracking damp & mould cases
HCM has transformed how Mid Devon Housing tracks and manages damp and mould cases. The system allows us to log, monitor and analyse cases efficiently, ensuring timely interventions and resolutions. Some of the key ways in which we use HCM include:
- Early detection & monitoring – By integrating HCM with environmental sensors, we can track humidity, temperature and ventilation patterns in homes, identifying potential damp and mould risks before they escalate.
- Case management & audit trails – Each damp and mould report is logged in HCM, allowing our teams to track progress, document interventions and ensure regulatory compliance.
- Tenant engagement & education – HCM enables us to share data-driven insights with tenants, helping them to understand how their home environment impacts damp and mould levels. This allows for more productive conversations and informed decision-making.
- Resource allocation & trend analysis – By analysing data across multiple properties, we can identify high-risk areas, prioritise our maintenance efforts and plan long-term improvements to our housing stock.
Real-world impact
One of the key benefits of HCM is its ability to provide evidence-based solutions. For example, in a case where previous inspections had ruled out structural defects and remote monitoring highlighted poor ventilation, our tenants still felt certain that the problem was one of rainwater ingress.
By using HCM, we pinpointed the root cause using sensor data combined with tracking the home against other homes locally and nationally. Thus, combined with tracking specific weather events (i.e. heavy rain) and indoor environmental factors, we were able to confirm that the mould risk was not affected by rain but spiked during school holidays, allowing us to implement a targeted solution and prevent further deterioration.
Tenants’ concerns & behavioural change
One of the ongoing challenges in damp and mould management is addressing the behavioural factors that contribute to indoor moisture levels. While building fabric problems such as insulation and ventilation play a crucial role, tenants’ habits such as blocking vents or under-heating rooms can significantly impact damp conditions.
HCM helps bridge this gap by providing tenants with evidence-based, real-time insights into their home environment. By sharing relevant data and educational resources, we can empower residents to take simple but effective steps to reduce condensation and mould growth. This collaborative approach helps shift the conversation from blame to shared responsibility, making tenants feel more engaged in the solution.
The future beyond damp & mould
While our primary focus has been on tackling damp and mould, HCM’s potential extends further. Future updates will incorporate fire safety, carbon monoxide compliance and decarbonisation strategies, offering an all-encompassing case management tool for housing providers.
Fire safety remains a top priority for housing providers and integrating fire risk management into HCM will enable us to streamline our compliance processes and ensure timely interventions. And while the housing sector moves further towards decarbonisation, having a robust data-driven platform will also support energy efficiency initiatives, enabling housing providers to track the impact of retrofit projects and improve home energy performance.
Key take-aways
Our experience with HCM has reinforced several key lessons that may benefit other housing providers:
- Proactive monitoring improves outcomes – Early detection through environmental data helps to prevent minor issues from becoming major problems.
- Tenant communication is vital – A structured case management system fosters transparency and builds trust between housing providers and their tenants.
- Compliance is streamlined – A digital audit trail ensures that housing providers can demonstrate due diligence and regulatory adherence with ease.
- Scalability is key – The flexibility of HCM allows for expansion beyond damp and mould, providing a future-proof solution for wider housing challenges.
- Data-driven decisions lead to smarter investments – Using insights from environmental monitoring, housing providers can allocate their resources better, prioritising properties that require intervention and reducing unnecessary costs.
The future of digital case management
We’re continuing to refine our use of technology to create healthier, safer homes. By adopting data-led approaches such as HCM, housing providers can not only meet regulatory requirements but also enhance the quality of life for their residents. As the housing sector evolves, embracing smart solutions will be crucial in delivering sustainable and effective property management.
For other housing providers considering similar solutions, the key takeaway is that technology alone isn’t a silver bullet; it must be matched by strong processes, tenant engagement and a commitment to continuous improvement. With the right approach, digital case management can transform how we manage homes, delivering benefits for both housing providers and residents.
Rosie Wills is the technical support and repairs manager at Mid Devon Housing. The housing provider was Highly Commended in the Customer Services category of the Housing Technology 2025 Awards.
