Since October 2025, we’ve entered an important new phase in how we deliver safe, high quality homes with the introduction of Awaab’s Law. This strengthened legislation places clear expectations on social landlords to respond more quickly and effectively to reports of damp, mould and other health related hazards. As we move through Q3, our focus has been on reviewing our performance against these new requirements, looking closely at how well we’re responding to repairs, how effectively we’re communicating with customers, and how our teams are adapting to the updated processes now in place.
In this update, I’ll share how we’ve performed so far, the progress we’re making to meet and exceed the standards set out in Awaab’s Law, and where we’re continuing to refine our services to ensure every customer has a safe, warm and healthy home.
Awaab’s Law
Our Damp and Mould performance continues to reflect strong compliance with the evolving expectations set out under Awaab’s Law, which introduces strict statutory timescales for responding to damp, mould and other significant housing hazards. In line with the proposed requirement for landlords to investigate potential hazards within 14 calendar days, we successfully investigated and removed initial hazards within this timeframe in 97.82% of cases year-to-date (YTD) taking into account instances of no access or customer‑preferred appointments. This demonstrates our commitment to putting customer needs first while still meeting regulatory intent.
Awaab’s Law also requires landlords to provide clear communication, including issuing a written summary report within 3 working days of an investigation. We have put a dashboard in place to update on our reporting which ensures our compliance and that we are achieving our timescale of keeping our customers informed throughout the process. In addition, repairs linked to significant hazards must begin within 5 working days of investigation under the new regulations. Our performance shows 100% of remedial works were started within this timeframe (or as soon as possible within the overall 12‑week maximum), highlighting our strong operational response to emerging risks and our readiness for full implementation of Awaab’s Law.
Repairs Performance
Alongside our response to the new regulations, our repairs performance continues to show a strong and positive trajectory when viewed against previous financial years. The YTD position for 2025/26 demonstrates clear improvements across all core measures, with particularly notable progress in the speed of completing repairs.
The average days to complete all repairs has improved significantly, dropping to 17.69 days YTD, with an even stronger in month performance of 13.59 days in December 2025. This represents the fastest performance in the five year dataset and marks a major improvement from the 2021/22 high of 28.6 days.
Similarly, the average days to complete routine repairs has reduced to 22.55 days YTD, with an in month average of 19.51 days, the first time we have consistently moved below the long standing 26–27 day range seen in previous years.
Our ability to complete emergency repairs on time remains excellent. Performance has reached 99.12% YTD, with 99.03% in month, continuing the steady upward trend from prior years and improving on the already strong 98.38% seen in 2024/25.
What is especially encouraging is that these improvements in speed and reliability are happening alongside higher customer satisfaction. The 2025/26 YTD transactional satisfaction score of 94.6% (and 94.9% in month) shows a further uplift from the 93.5% achieved in 2024/25.
This means we are not only completing repairs faster and more consistently, but customers are also reporting a better overall experience.
Our latest repairs figures
| Financial Year | Average days to complete all repairs | Average days to complete routine repairs | Emergency repairs completed on time | Customer satisfaction on repairs transactional |
|---|---|---|---|---|
Financial Year 2021/22 | Average days to complete all repairs 28.6 | Average days to complete routine repairs 36.49 | Emergency repairs completed on time 93.63% | Customer satisfaction on repairs transactional |
Financial Year 2022/23 | Average days to complete all repairs 21.27 | Average days to complete routine repairs 26.71 | Emergency repairs completed on time 93.49% | Customer satisfaction on repairs transactional |
Financial Year 2023/24 | Average days to complete all repairs 21.15 | Average days to complete routine repairs 27.03 | Emergency repairs completed on time 97.85% | Customer satisfaction on repairs transactional 92% |
Financial Year 2024/25 | Average days to complete all repairs 21.44 | Average days to complete routine repairs 27.14 | Emergency repairs completed on time 98.38% | Customer satisfaction on repairs transactional 93.5% |
Financial Year 2025/26 December 25 YTD | Average days to complete all repairs YTD 17.69 days In month 13.59 days | Average days to complete routine repairs YTD 22.55 days In month 19.51 days | Emergency repairs completed on time YTD 99.12% In month 99.03% | Customer satisfaction on repairs transactional YTD 94.6 In month 94.9% |
Looking ahead, our focus remains firmly on ensuring every home meets the standards set out in Awaab’s Law and beyond. The progress we’ve made this quarter shows what’s possible when our teams work with pace, purpose and accountability, and we will continue to build on this momentum. With faster repair times, stronger communication, and rising customer satisfaction, we are demonstrating not only compliance but genuine cultural change in how we respond to damp, mould and wider repairs. As we move into the final quarter of 2025/26, we remain committed to listening to customers, strengthening our processes, and delivering the safe, warm and healthy homes that every resident deserves.
Ralph Facey, Chief Operating Officer