Awaab's Law

Awaab's Law

We know that the safety and quality of your home is what matters most. That’s why we made some big changes ahead of Awaab's Law, which came into effect on 27th October 2025.

This law, introduced as part of the Social Housing (Regulation) Act 2023, isn't just about meeting deadlines; it’s about our commitment to safer homes, especially when dealing with damp and mould. Our promise is simple: we're working to make sure every customer lives in a safe home.

To find out more please take a look at our Awaab's Law Policy Statement and visit the official government guidance.

April 2026 Update

Following the introduction of Awaab’s Law for Damp, Mould and Condensation (DMC) in October 25, we have enhanced our approach to managing DMC. This update outlines what this means in practice and shares the progress we have made so far in strengthening our response.

Ensuring our customers live in safe, dry and healthy homes is everyone’s responsibility. DMC are not just property issues, they are health and wellbeing concerns that require all of us to act quickly, meaning we all need to take ownership and work together.

 

What this means in practice

  • Take every report seriously
    Any mention of damp, mould or condensation is treated as a priority and acted on promptly.
  • Report concerns immediately
    If staff see or suspect damp or mould during a visit or are told about it by a customer, they must ensure it is reported straight away – even if it hasn’t been formally raised.
  • Act quickly based on risk
    Some cases are urgent and must be addressed within 24 hours, particularly where there is a risk to health. All other cases still require timely investigation.
  • Focus on the cause, not just the symptoms
    It is not enough to remove mould. We are identifying and resolving the underlying cause (e.g. leaks, ventilation or heating issues).
  • Keep you informed
    Customers should always understand what is happening, what actions are being taken, and expected timescales.
  • Be understanding and supportive
    Customers may be worried or vulnerable. Staff will listen carefully, take concerns seriously, and consider individual needs.

 

Supporting our customers

We will:

  • Continue to provide clear advice on managing condensation
  • Carry out inspections and repairs within agreed timeframes
  • Offer additional support where required
  • Arrange alternative accommodation in serious cases

This approach ensures we meet our legal obligations and, most importantly, keeps you safe.

 

Performance update

Since Awaab’s Law came into effect on 27th October 2025:

Since Awaab’s Law came into effect on 27 October 2025: • 475 cases have been raised with Axis • As we move into the warmer months, we anticipate this number will decrease Of these: • 428 cases progressed to inspection • 45 cases were treated as emergencies, with immediate action taken where required • No cases have been reported via Axis as Category 1 (severe) • 47 cases were cancelled prior to inspection (due to resident cancellation or incorrect classification as DMC)

As we move into the warmer months, we anticipate the number of cases raised overall will decrease. 

 

Additional actions

  • A temporary dedicated member of the Property Services team, Sam Bishop, has been appointed to oversee all new DMC cases
  • Work is underway to improve performance reporting, ensuring data is accurate and automatically generated
  • Additional training has been delivered both internally and externally to front facing staff
  • Further external training is being planned for frontline colleagues

If you are made aware of any customers who have concerns, please encourage them to report it direct to Axis on 0808 169 1969.

What It Means For You

This law strengthens your rights and guarantees action on serious issues like damp and mould. Here's a breakdown of the timescales you can count on from us:

  • Investigation: If you report an emergency repair to us (something life threatening), we must undertake an investigation within 24 hours and take immediate action to make it safe (this may include a move to a temporary, decant property). We must investigate other significant hazards (non-life threatening) within 10 working days of you reporting it to us.
  • Clear Summary: You'll receive a written summary of the investigation findings within 3 working days of its completion.
  • Undertaking Relevant Safety Works: If a significant hazard is found, we must undertake relevant safety works within 5 working days of the investigation.
  • Full Repair Completion: We must physically start work within 12 weeks of the investigation, and all repair works will be completed within a reasonable time period.
  • Alternative Accommodation: If your home genuinely cannot be made safe within the set timescales, we will offer to arrange suitable alternative accommodation at our expense until it’s safe for you to return.

What We Did to Prepare

We invested heavily and did a lot of work internally to make sure we were ready to meet and exceed these new legal requirements.

  • Policy Updates: We reviewed and updated our relevant policies and procedures, including our decant policy, so our teams know exactly what to do.
  • Investment in Training: We committed to upskilling our surveyors with the necessary Housing Health and Safety Rating System (HHSRS) training. We also invested in extra equipment to measure the environment within your home for accurate assessments.
  • Proactive Action: We actively review all properties with existing damp and mould or other non-life-threatening hazards and collaborate closely with our partners to mitigate these issues as soon as possible.
  • Better Tracking: We’re exploring options to automate our IT systems to improve real-time tracking, reporting, and workflow management for all repair requests, making the process smoother for everyone.

How to Report a Repair

How to Report a Repair to Us

To help us act quickly, particularly on issues related to damp and mould, it’s essential that you report it to us clearly using one of the following easy methods:

Routine Repairs (Non-Emergency):

  • Phone: Call us at 0808 169 1969 (Monday to Friday, 8:30am–5:00pm).
  • Online: Use our Repairs ChatBot on our website (24 hours a day).

Emergency Repairs (Urgent):

  • 24/7 Phone: Call 0808 169 1969. This line is available 24 hours a day, 7 days a week.

Help Us Help You: Crucial Reporting Information

When you call or report online, please remember to:

1. Clearly tell us if the issue is damp, mould, or a hazard.

2. Tell us exactly where in your home the issue is (for example, ‘behind the sofa in the living room’, or ‘around window frames only’).

3. Describe how serious it is (for example, ‘there’s a leak coming through the ceiling’).

4. If reporting online, please attach clear photographs. This helps our team assess how severe the issue is. 

Take a look at our full Repairs Service Standard to see what you can expect from us and our Repairs page for more information on our repairs service.