Following the tragic death of two-year old Awaab Ishak in December 2020, caused by severe mould in his home, Awaab’s Law is coming into force on 27 October 2025. This new law means all social housing providers must implement new processes and follow strict timelines to deal with damp, mould and other emergency hazards in homes.
To get ready for this change, we’ve taken a close look at our current damp, mould and condensation policy. With help from our Policy Review group, we’ve improved our policy to help keep homes safe and healthy.
Key changes:
You can find out more about the Policy Review group and how to get involved here.
In February, we sent a detailed survey to customers who have previously reported a damp or mould issue in their home. We wanted to better understand your experiences, how effective our support has been, and where we can improve.
Most residents told us they found it straightforward to report damp and mould problems, and that the questions asked during the reporting process were clear and helpful.
Overall, customers felt that we responded either quickly or very quickly once an issue was raised. Many also shared that they felt their concerns were taken seriously, which is something we are committed to at every stage of the process.
When we asked how our damp and mould service could be improved, several common themes emerged:
We’re grateful for this honest feedback — it helps us understand what matters most to you and where we need to focus our efforts.
What happens next?
At the end of April, we’ll be holding customer focus groups to explore these points in more detail. Your insights will help us shape clear actions to improve the service and ensure we’re providing the support you need.
Thank you to everyone who took the time to share their experiences. Your voice is helping us build a better, more responsive service for all our residents.
Earlier this year, members of our Customer Task and Finish Group visited two recently refurbished properties that were ready to be let again. The purpose of the visit was to review whether improvements had been made since the group shared their recommendations six months ago.
The group were pleased to see general improvements in the overall standard of the homes, reflecting some positive steps forward since their last review. However, they also identified areas where further progress is needed.
The group highlighted two main points:
We’re grateful for the group’s ongoing commitment and honest feedback. Their findings will help us refine our processes, strengthen our quality checks, and work more closely with contractors to ensure every home we let meets the standard our customers expect.
We’ll continue to work with the Task and Finish Group as we take the next steps to improve our lettable standard. Their insight is invaluable in shaping better services for all our residents.
Our current Customer Task and Finish Group has been working hard, meeting most Wednesday evenings to take an in‑depth look at our anti-social behaviour (ASB) process.
The group is made up of ten dedicated members, including a resident chair, who are committed to helping us improve how we manage and respond to ASB.
So far, they’ve reviewed a wide range of information, including:
They have also sent surveys to our Housing Managers and Customer Support team to better understand how ASB cases are managed in practice.
We appreciate the group’s commitment and insight. We’ll keep you updated as their recommendations take shape
