Mould and moisture collection around window frames

The buyer’s complaint

The buyer claimed the home was damp, with continual water collection on the interior of the windows.  Although the builder had made small attempts to rectify the issue, they buyer felt they were uninterested in fixing the problem, claiming the buyer was responsible due to the window air vents being closed. The buyer requested compensation in the sum of £10,000.

The builder’s defence

The builder stated it had responded to all the buyer’s communications within reasonable time periods, noting it had returned to the property to undertake remedial works but there were no visible signs that construction faults had caused the damp within. The builder stated that all window air vents were closed, leading to high levels of internal moisture.

The adjudicator’s findings

The adjudicator noted the builder had found areas of cold spots to wardrobes and a ceiling, and as a result completed remedial works to those locations. The builder had also recommended the window vents be kept open.

The adjudicator was satisfied the builder had responded to the buyer’s communications within a reasonable time period, taking steps to rectify the issues brought to its attention by the buyer and had not attempted to deny responsibility.

The adjudicator was further satisfied that the builder’s replies to the buyer’s enquiries were provided in a timely manner and in fact the builder had made the buyer aware of the applicable dispute resolution arrangements.

Learning points:

For buyers:

• New homes are complex structures that take time to settle and dry out. Ventilation is particularly important in the first 9-12 months after completion, depending on weather conditions. Air vents in window frames are designed to allow enough air to circulate to allow your home to dry naturally and should be kept open to avoid moisture build up.
• Your builder should explain the process of settling in and what to expect. In many cases, builders provide materials to help explain what you can do to help your home dry out well. You can also download our guide on what to expect from your new home.
• If you are concerned about condensation or mould, and your home is well ventilated, speak to your builder for advice.

For builders:

• It’s really important to explain to home buyers what to expect from their new home and how they can help ensure their home settles well. If you don’t have your own materials which cover this, download or signpost your buyers to our free ‘what to expect from your new home’ guide.
• Be mindful that buyers may be concerned about the impact on warmth and fuel costs of having air vents open all the time. Take the time to listen to concerns and explain how the vents are designed and why it’s essential to allow fresh air to circulate.
• Don’t ignore concerns about damp, condensation or mould. These should always be investigated to ensure there are no construction faults causing or contributing to the problem.