From 27 October 2025, Awaab’s Law will require social housing landlords including Great Places to fix emergency hazards and serious damp and mould problems quickly.
This law was introduced after the tragic death of two-year-old Awaab Ishak in 2020, caused by mould in his home.
We have taken the opportunity to review how we handle these reports.
What’s New?
Timescales and our approach for Damp and Mould
From October 27 2025, if there’s an emergency damp and mould risk reported, we’ll investigate and visit within 24 hours to remove the risk as we would now and will also aim to carry out a follow-up-in-person inspection within 10 working days. This approach may be subject to change as part of our ongoing review and improvement process.
If there is a significant damp and mould case reported, we will investigate and visit within 5 working days to remove the immediate risks and may follow up with an inspection where required.
All other damp and mould cases will be investigated within 10 working days.
After an initial damp and mould investigation is completed, if there are no emergency/ significant hazards identified all relevant repairs will be raised within our standard Service Level Agreement (SLA) timescale.
Initial checks
We’ll speak to you directly to understand the issue and your household’s needs. We may also use a video call to help us understand the issue more and to make sure we provide the most effective response.
More questions
Our Customer Hub will ask for extra details to help us respond quickly and effectively, which may mean you call is a little longer than normal but this is so we can fully understand you and your household’s circumstances and needs.
Clear updates
Once you’ve reported the problem, where appropriate, you’ll get written summaries, and, in all cases, regular updates throughout the process.
How to Report
Call us on 0300 123 1966, option 1 then option 3 OR use our online form — we’ll contact you within 24 working hours.
You can also find a range of tips on managing moisture in your home by visiting the following web page Damp, mould and condensation – Great Places
