From 27 October 2025, Awaab’s Law comes into force for social housing. This is in direct response to the tragic death of Awaab Ishak in 2020 due to prolonged exposure to mould.
The law is designed to make sure everyone living in social housing has a safe and healthy home.
We are committed to meeting all the requirements of Awaab’s Law and going beyond where possible, to ensure your home remains safe, warm and free from hazards.
Awaab’s Law is connected to the Social Housing (Regulation) Act 2023 (Clause 42).
It gives tenants the legal right to have certain hazards — especially damp and mould — addressed within fixed timeframes, and for emergency repairs to be carried out promptly.
The law will be introduced in phases, starting with emergency hazards and serious mould/damp risks from October 2025.
Later phases (2026, 2027) will bring in additional hazards such as excess cold or heat, fire risks, structural faults, hygiene, and more.
Importantly, even before these dates, your landlord (us) is already legally required to keep your home in a safe condition — Awaab’s Law does not replace existing duties but strengthens them with stricter time limits.
Awaab’s Law means all social landlords must respond to reports of serious hazards, such as damp and mould, within strict time limits. We’re updating the way we work to make sure we meet — and aim to exceed — these requirements.
When you report a serious problem (like damp, mould, or another hazard), here’s what we’ll do:
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At the outset: Our Customer Service Centre (CSC) team will triage your report to make sure it’s prioritised correctly and any urgent issues are acted on straight away.
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Within 24 hours: We’ll check the issue to make sure your home is safe and take any emergency action if needed.
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Within 10 working days: We’ll carry out a full inspection to understand the cause of the problem.
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Within 3 working days of the inspection: We’ll send you a summary of what we found and explain what happens next.
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Within 5 working days after that: We’ll start the repair or confirm the date when the work will begin.
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After that: We’ll complete the work as quickly as possible and keep you updated on progress.
We’ve also invested in additional resources with our repairs partner, Equans, to increase capacity and make sure we can deal with reports swiftly — always with resident safety in mind.
To make sure we’re getting this right, we’re regularly monitoring and reporting on cases, using data to track response times, repairs, and outcomes. This helps us identify any issues early and ensure that keeping residents safe and healthy remains our top priority.
Report issues promptly — If you see mould, damp, leaks, or anything unsafe, let us know straight away.
- Use our online repair service or call us at 03000 123 123.
- Keep records of your reports (dates, photos, names of who you spoke to).
- If someone comes to your home, always check their ID before letting them in.
- Let us know if the problem gets worse, or if our repair attempts are not effective.
Awaab's Law - What you can expect from us
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Awaab’s Law comes into force 27 October 2025 and strengthens your rights to a safe, healthy home.
In its first phase, it focuses on emergency hazards and serious damp / mould risks, with stricter deadlines.
We will communicate clearly with you, start work quickly, and keep you informed at every step.
You play a key role by reporting issues early and keeping in touch.
If you have any questions about Awaab’s Law or how it will affect your home, please get in touch with our Housing Services team.
We’re here for you
If you’re worried about damp, mould, or any other issue affecting your home, please let us know straight away. Our team will make sure your report is dealt with promptly and that your home remains safe and comfortable.
Your health and wellbeing are our top priority, and we’re committed to taking every concern seriously.
If you need extra support or are worried about other matters affecting your wellbeing, you can find more information and advice on our Support & Wellbeing portal:
