Updated Session: The session is designed to provoke thinking and to provide delegates with approaches which they can develop further and apply at their organisations

Damp & Mould – getting the service right for tenants

Wednesday 25th October 2023 - 10.00am - 12.00pm

Using insight from Tenants and sector good practice we’ll explore practical customer service approaches to help organisations respond positively, proactively and with empathy to tenants concerns around damp and mould. 

We will specifically focus on the mindset, language, and actions needed to provide a supportive, inclusive and person-centred service experience for tenants. 

During this interactive and informative session, we will work through a range of key areas and what to consider, from accessibility of reporting systems and taking ownership, through to communications and aftercare. 

Session aim 

The session is designed to provoke thinking and to provide delegates with approaches which they can develop further and apply at their organisations.  

What will not be covered 

Please note – the session will not cover the following: 

  • Technical aspects of damp & mould; causes, detection etc 
  • Damp & Mould advice related information 
  • Legal matters, inc Claims Management Companies 

Who’s the session for – this workshop session is for staff with responsibility for related areas such as: asset management, repairs, customer service, complaints and service improvement. 

  • Tenants: £29+VAT 
  • Staff/Board (members organisations): £59+VAT 
  • Staff/Board (non-member organisations): £119+VAT  

This session is also available in-house – do get in touch if interested [email protected] 

Things to know: 
  • This is an online interactive training workshop via Zoom 
  • The session will not be recorded 
  • As this will be an interactive workshop you will be asked to turn your cameras on. 
  • Break out rooms may also be used to enable discussion and sharing of good practice 
  • The delegate rate is for one person not a group booking – each attendee needs to register individually 

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Description automatically generatedSession Facilitator – David Lloyd  



ShapeCancellation Policy – for paid online events

  • All cancellations for paid events must be made by email to [email protected]  If you cancel your place less than 2 working days before the online event you will incur the full cost.
  • If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to [email protected]
  • If you fail to attend a paid, online sessions, you will be charged the full cost of attendance.
  • Once we have received your cancellation, we will forward you a confirmation of your cancellation
  • For our paid events please note, one paid registration may only be used by one person, and the sharing of joining links /screens is prohibited. Therefore, each person attending this event must have a separate registration.
TPAS Cymru Right to Cancel

We aim to make sure that all online events run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel an event. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled event we will give you a full refund. Should we run the event again, we will give you priority  


Event Information

Event Title

Damp & Mould – getting the service right for tenants


Wednesday 25 October 2023, 10:00 - 12:00

Booking Available Until

Tuesday 24 October 2023

Early Bird Booking Available Until

Event Type


Eligible for



david lloyd

Venue Information

Venue Name


Venue Address

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Booking Guide

1. A link to an online booking form for the online event will have been provided. Please follow the link and complete the booking form.

  1. TPAS Cymru CANNOT accept any provisional bookings.
  2. To ensure opportunities for a wide range of organisations and voices, we may need to restrict the number of attendees per member organisation.
  3. Written / email confirmation is required for all cancellations. Cancellations received before the closing date will be refunded, minus an administration fee of £15.00 plus VAT. No refunds will be processed after this date
  4. Registered delegates who frequently do not attend the events they booked on, may find they are prevented from attending future events(unless written communication is received by the cancellation date).
  5. Where a fee is associated with an event, registered delegates who do not attend the event will be liable for payment in full unless written communication is received by the cancellation date
  6. TPAS Cymru reserve the right to cancel this event. In this case we will refund any payments received. We will not refund any costs you may incur as a result of the cancellation.