Published on Thursday 23 October 2025
This law has come in due to campaigns for change after the tragic death of Awaab Ishak in 2020 who died from long-term exposure to mould.
We know how important it is to provide a safe home for tenants, and we take reports of damp and mould seriously.
When you report a problem, we’ll assess whether it’s an:
Emergency hazard – something that poses an imminent and serious risk to your health or safety.
Significant hazard – something that poses a serious risk to your health or safety, such as damp or mould.
If It’s an Emergency hazard
We will:
- Investigate within 24 hours
- Complete safety repairs (or offer alternative accommodation) within 24 hours
- Send you a written summary within 3 working days (unless repairs are already done)
- Begin preventative repairs within 5 working days, or as soon as possible (within 12 weeks)
If It’s a Significant hazard
We will:
- Investigate within 10 working days
- Send you a written summary within 3 working days (unless repairs are already done)
- Complete safety repairs within 5 working days, or offer alternative accommodation
- Begin preventative repairs within 5 working days, or as soon as possible (within 12 weeks)
- Keep you informed and share advice on staying safe
Please let us know as soon as possible, especially if it’s affecting your health or someone in your household.
Call 0800 028 1870, we’re here to help.