Awaab's Law
The first part of Awaab's Law started in October 2025. It covers damp and mould that could seriously harm your health or safety. It also covers emergencies.
We've been preparing for these changes and much of what they involve is already how we work. Listening to you, taking concerns seriously and keeping you informed are all important parts of the service we provide.
Our customer promise is that every customer feels we provide them with a good place to live. That's why we want you to feel confident that when you contact us about something in your home, we'll listen, keep you updated and work with you to put things right.
If there's an emergency safety concern in your home, we'll check and make it safe within 24 hours
If you report a problem that could affect your health or safety, we'll look into it within 10 working days and do what's needed to make things safe within 14 days
Once we’ve made the checks and made safe, we'll keep you informed and let you know what we've found within 3 working days
If repairs are needed to make your home safe, we'll aim to get started within 5 working days of checks being completed
The same problem can affect people differently.
When you contact us, please tell us if anything means the problem could cause more harm to you or someone in your home. This includes any health conditions that the problem could affect.
You can also keep your information up to date in your online account.
If something doesn't seem right in your home, please let us know and we can help.
