We’ve just wrapped up our latest Service Review Group, where residents – including both shared owners and general needs tenants – came together with our team to help shape how we’ll deal with damp and mould going forward.
These sessions were the first step in making sure our new policy, communications, and processes are not only fully compliant with Awaab’s Law, but also designed with residents at the heart.
What we covered in the sessions
Session 1: Reviewing the policy
Residents got an early look at our new damp and mould policy to check it was clear and easy to understand. While most people said it made sense overall, 58% felt some parts were too technical. Thanks to that feedback, we’ll be adding a glossary and FAQs when the policy goes live on our website.
Session 2: Finding the right tone of voice
We asked residents to choose between three styles of communication:
- urgent and fear-inducing
- reassuring and friendly
- empowering and direct
The group preferred the reassuring and friendly tone, which is also how we try to communicate with residents day-to-day. We’ll be using that tone across everything we publish about damp and mould.
Session 3: Improving the resident journey
In this session, residents reviewed the full customer journey, including our new reporting form, website content and follow-up letters.
The key feedback? Less text, more visuals! So we’re now adding infographics and diagrams to make things easier to understand at a glance.
What’s happening now?
- We’ll be running test calls in the contact centre to make sure our team are confident in helping you report issues.
- Training is underway for colleagues across the business, so they understand the new process and why it matters.
- Our website and printed materials are being updated to include resident feedback.
- We’re reviewing our resources and systems to make sure we’re ready to go in October.
What’s next?
We’re working hard behind the scenes to get everything ready ahead of Awaab’s Law coming into force on 27 October 2025.
What is Awaab’s Law?
Awaab’s Law sets clear legal timeframes for social landlords like us to tackle damp, mould and other health hazards in your home. From 27 October 2025, we must:
- Investigate emergency hazards within 24 hours
- Investigate significant hazards within 10 working days
- Send you a summary of our findings within 3 days
- Complete safety work within 5 working days
- Start longer-term repairs within 5 working days (or no later than 12 weeks)
- Offer alternative accommodation if work can’t be completed in time
- Keep you updated and give advice on how to stay safe in the meantime
The law is designed to ensure no one has to live in unsafe or unhealthy conditions.
Read more about Awaab’s Law here.
We’re incredibly grateful to the residents who took part in shaping our new approach. Your insight is helping us create a better, safer experience for everyone. Thank you!