Awaab’s Law and Your Home: Our Commitment to Safer Repairs | News

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 coming into effect on 27th October 2025.

This new 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 about Awaab's Law, visit the official government guidance.

What the New Law Means for You, and How We're Responding

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.

How We're Getting Ready: A Proactive Approach

We've been investing heavily and doing a lot of work internally to make sure we're ready to meet and exceed these new legal requirements.

• Policy Updates: We've reviewed and updated our relevant policies and procedures, including our decant policy, so our teams know exactly what to do.
• Investing in Training: We’re committed to upskilling our surveyors with the necessary Housing Health and Safety Rating System (HHSRS) training. We’re also investing 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 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.

Response Times You Can Trust

We’re committed to transparency and keeping you fully informed at every stage.

• Emergency Repairs: We respond and attend emergencies (something deemed life-threatening and needing to be made safe) within 24 hours (we aim to be with you in 4 hours). We'll make sure your home is safe if we can’t fix it right away.
• Routine Repairs: We'll be with you within 20 working days. We'll offer you a choice of morning, afternoon, or between school drop off and pick up slot.

Guaranteed Communication

We promise to keep you in the loop! You'll get a prompt acknowledgment of your report right away, plus text messages to confirm your appointment details, the night before, and even when we’re on the way.

What If Things Go Wrong? Our Complaint Commitment

We always aim to deliver the best service possible, but we know we don't always get things right. We use complaints as a valuable opportunity to learn and improve; working with you to find a fair resolution. A complaint is defined as ‘an expression of dissatisfaction’ with our service.

How to Contact Us to Complain

We make it easy to give feedback. You can reach us by telephone, email, web form, Your Online Account, social media, or letter.

To get guidance or support on the process, contact our Complaint and Customer Feedback Team:

· Phone: 0300 304 5000 · Email: feedback@estuary.co.uk

Find out more about how to make a complaint, how we deal with complaints, and our complaints performance.