Making our communications more accessible

What is Awaab's Law and what does it mean?
Awaab’s Law is named after two-year-old Awaab Ishak who tragically died after being exposed to mould in his home. His family had reported the problems many times but the issues continued.
Awaab's Law sets out clear timescales for landlords to deal with damp and mould when it is reported by customers.
The law will enforce landlords to act quickly when a home is found to be unsafe or potentially harmful to someone’s health.
From Monday 27th October, Awaab’s Law covers damp and mould, but it will later be extended to cover other hazards – we’ll keep you updated as this comes in.
We’ve worked with our Resident Scrutiny Panel, Customer Communications Group, as well as customers who have recently experienced damp and mould, to develop our approach to dealing with this and ensure the process is one that best supports our customers.
What to expect if you report damp or mould
We’ll ask you a series of questions to help us understand the problem.
If we believe there is damp and mould that could be harmful to your health, this is what will happen:

Step 2
A property inspector will visit within 10 working days to work out the cause of the problem and how to fix it.

Step 3
We’ll provide you with a copy of the inspector’s report within 3 working days of the inspection.

Step 4
The repairs will be booked in and we will take steps to begin work within 5 working days of the inspection. We will work as quickly as we can and must ensure all works are completed within 12 weeks of the inspection.
If the answers you give suggest that repairs are needed but there isn’t an immediate risk to your health or safety, this is what will happen:
Report damp and mould by calling us on 0300 561 1111, or via live chat.
Please help us to help you by being at home for appointments so we can get things sorted as quickly as possible.
Condensation, damp and mould
Damp and mould can be caused by many things – from leaking pipes to blocked gutters or excessive condensation.
Some condensation in your home, especially over the winter months is normal. Managing this, will reduce the risk of mould in places like around the window frames or windowsills and there are steps you can take to help reduce it.
Click here for more information.
Update your personal details so we can meet your needs
Some people need us to do things differently when we provide services to them.
This is particularly important when dealing with hazards such as damp and mould - for example, if you have young children, or people with certain health conditions in the home, or if you need us to communicate in a certain way.
Please update your personal information using our online portal. If you don't have a portal account you can sign up for one by clicking here.
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Mould Growth Life Cycle
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