The safety and wellbeing of our customers and their homes has always been our highest priority. With the introduction of Awaab’s Law, we welcome the strengthened legal framework that ensures faster, more accountable responses to damp, mould, and other housing-related health hazards.
What the law means for our customers
From October 2025, all social housing landlords must meet strict legal timescales for dealing with damp and mould:
- Inspect reported issues within 10 working days
- Provide written findings within 3 days of inspection
- Remove the hazard within 5 working days
- Make emergency hazards safe within 24 hours
- Offer temporary accommodation if a home is unsafe
These requirements represent a vital step forward in protecting customers’ health and ensuring safe living conditions. We fully support this legislation and have embedded its principles into our everyday operations.
Awaab’s Law in practice
Customers can report damp or mould through phone or email, while colleagues help identify issues early through our “See Something, Say Something” approach. Once a report is flagged, our Healthy Homes team takes the lead, assessing and prioritising cases based on severity and customer vulnerability.
In response to Awaab’s Law, we’ve introduced new systems and processes to speed up response times and keep customers informed. Our updated digital forms and dashboards help teams record, track, and share hazard information quickly, while customers now receive clear, automatic updates on any issues found. Enhanced training, reporting, and refreshed policies mean we can act faster, stay compliant, and ensure every home meets the safety standards our customers expect.
Reporting damp and mould
If customers notice signs of damp or mould, it’s vital they report it promptly.
You can report an issue by:
- Phone: 0300 123 1567
- Email or letter
We’re committed to acting quickly, keeping customers informed, and ensuring every home is safe and healthy.