WHG manages a housing portfolio of over 22,000 homes across the Midlands, with damp and mould presenting ongoing challenges in a small number of complex properties. These homes often need repeated interventions, coordinated activity between teams and close monitoring over time. In some cases, residents might not report any ongoing problems themselves, increasing the risk that those problems remain unresolved.
In 2023, WHG trialled Aico’s HomeLink technology and environmental sensors in a selection of their properties. The trial allowed the housing provider to monitor the indoor temperature and humidity of certain properties that were more susceptible to damp and mould and then view data-led insights in order to target the root causes. As of March 2026, there were 47 WHG homes with Aico’s environmental sensors installed.
With increasing regulatory focus, including the requirements set out under Awaab’s Law and the Housing Health and Safety Rating System (HHSRS), WHG needed a solution that supported proactive intervention, robust record keeping and clear evidence of compliance.
The solution
In 2024, Aico launched its Case Management system as part of its HomeLink Portal. WHG’s surveying team adopted the feature as a central tool for managing damp and mould cases across its housing stock.
Aico’s HomeLink Case Management focuses on five key areas:
- Identify – proactive detection;
- Analyse – smart data insights and compliance reporting;
- Assess – intervention review;
- Record – full case timeline and audit trail;
- Communicate – transparency and resident engagement.
The system enables housing professionals to:
- Create and manage individual cases for properties with damp and mould concerns.
- Log inspections, surveys, remedial works and follow-up actions in one central system.
- Track repeated problems and long-term trends at a property level.
- Coordinate activities across surveying, housing and asset management teams.
A key part of WHG’s approach is the use of the ‘finding my silence’ feature on Aico’s Case Management platform. WHG has a dedicated resource specifically focused on reviewing this data and then identifying properties where sensor readings show an elevated risk but where no active case or recent intervention has been logged. This allows the team to target homes that may otherwise fall through the cracks and take early, preventative action.
Case statuses have also been introduced to allow cases to be categorised as:
- Open – when a case is active and requires investigation or action.
- Closed – when all work is complete and the problem has been resolved.
- Reopened – previously-resolved cases that now need further action.
- Monitoring – when work has been completed but requires follow-up to ensure the problem doesn’t return.
As of March 2026, WHG had only eight cases which were being monitored.
The results
By combining our case management system with real-time environmental data from the sensors, WHG has created a more proactive and consistent approach to managing damp and mould. The key benefits include:
- Improved visibility of properties needing attention and further review.
- Clearer tracking of actions and outcomes against each case.
- Earlier identification of at-risk homes through environmental monitoring.
- Reduced reliance on residents’ reporting.
- Greater confidence in compliance, audit trails and decision-making.
This data-led approach supports better outcomes for residents while giving WHG’s teams the insight they need to use resources effectively. The proactive stance ensures that properties aren’t solely reliant on residents’ reporting and enables early interventions before conditions deteriorate.
These insights support WHG in demonstrating compliance with Awaab’s Law, HHSRS and internal governance requirements while assuring that damp and mould risks are being actively managed.
It has enabled a deeper dive into insights and generated data to ensure that root causes are found and dealt with. It has also highlighted the successful outcomes of interventions in some cases and highlighted areas to improve in others.
The WHG and Aico partnership
Dave Batsford, regional surveying manager, WHG, said, “Aico’s case management system has become a vital tool for our surveying team. It gives us a clear view of what’s happening in our most challenging properties and allows us to track every intervention over time.
“The visibility it provides means nothing is missed and we can demonstrate the proactive steps we’re taking to protect our residents and our homes. This data-led approach strengthens our ability to protect residents’ health while meeting evolving regulatory expectations.
“Aico’s support through our relationship manager and the company’s wider customer success team has been instrumental in our team’s understanding of the data presented.”
WHG is a great example of how housing providers can use data intelligently. By combining the platform with environmental sensors, the housing provider isn’t just reacting to damp and mould problems, it’s identifying risks early and acting before problems escalate. It’s exactly how this technology is intended to be used.
Looking ahead
WHG continues to build on its use of Aico’s HomeLink technology, embedding environmental data and case management into its processes. With dedicated oversight of sensor data and ‘silent’ properties, WHG is strengthening its ability to manage damp and mould proactively, consistently and transparently, thereby delivering safer, healthier homes for residents.
Gareth Butler is a relationship manager at Aico.
