Awaab’s Law overview
In preparation for the introduction of Awaab’s Law Phase 1, Great Places completed a comprehensive programme of service improvements to strengthen the management of damp and mould cases, improve customer safety, and ensure compliance with emerging legislative requirements.
From 30 November 2026, Awaab’s Law will be extended to the following hazards where they present a significant risk of harm: excess cold, excess heat, falls on the level (including falls on the level, falls on stairs, etc, falls between levels), structural collapse, fire and explosions, electrical hazards, domestic hygiene (including personal hygiene and food safety).
A revised damp and mould operating model was introduced, creating a clear end to end process for reporting, inspection, escalation and resolution. Service standards were reviewed to support faster response times, with a particular focus on cases presenting potential health risks or involving vulnerable customers. Enhanced triage arrangements now ensure that reports are assessed consistently and prioritised according to risk.
Significant improvements were also made to case management and oversight. New monitoring and reporting arrangements now provide greater visibility of open cases, enabling stronger management control and assurance that issues are progressed through to completion. Alongside this, improved record keeping and audit processes have strengthened compliance evidence and enhanced the organisation’s ability to identify trends and recurring concerns across the housing stock.
To support a more effective and sustainable response, Great Places has increased the use of surveying expertise to identify and resolve the root causes of damp and mould, moving away from treating symptoms alone. This is supported by enhanced quality assurance processes and a greater focus on long term property solutions.
Customer experience has been a central element of the implementation programme. Communication standards have been strengthened to ensure customers receive clear information, regular updates and appropriate support throughout the lifecycle of their case.
Staff training and awareness has been delivered across operational and customer facing teams, reinforcing the principle that damp and mould should be treated as a housing condition issue and ensuring colleagues understand the requirements and expectations of Awaab’s Law.
These changes are supported by strengthened governance arrangements, regular performance monitoring and ongoing compliance reviews. Collectively, the improvements provide a more proactive, customer focused and risk-based approach to damp and mould management, placing Great Places in a strong position to meet the requirements of Awaab’s Law Phase 1 while delivering safer homes and better outcomes for customers.
