As the UK enters peak damp and mould season, housing associations are being warned that new legal duties under Awaab’s Law will put unprecedented pressure on how quickly and transparently they respond to health-related hazards in tenants’ homes.
New insight from James Rowell, Housing Sector Specialist at customer experience and cybersecurity provider FourNet, alongside Rick Bartlett, Executive Director of Customers at Mosscare St Vincent Housing (MSV), suggests the law has moved tenant safety from a procedural concern to a board-level risk, exposing whether housing providers are operationally equipped to meet rising expectations.
The legislation comes into force at a critical moment for the sector. In 2024/25 alone, more than 263,000 new social housing lettings were made in England, with nearly three-quarters provided by housing associations and other private registered providers. With lettings remaining broadly stable year-on-year [1], experts say the volume of tenants potentially affected by damp, mould and other housing hazards remains significant, particularly as colder, wetter months increased risk.
How Awaab’s Law has changed the tenant-provider relationship
Awaab’s Law introduced legally binding timeframes for responding to damp and mould, requiring investigations within 14 days, repairs to begin within a further seven days, and issues to be resolved within 21 days. While clear in principle, the legislation demands a fundamental shift in how housing providers log issues, track actions, and demonstrate ownership across teams.
James says the law represents a cultural reset for the sector: “Awaab’s Law has fundamentally reset the relationship between housing providers and tenants. It’s accelerated the shift towards a ‘prevent it before it harms’ mindset, where safety is treated with the same seriousness as regulatory compliance.
“Tenants now expect faster action, clearer communication and visible accountability, and they are far less tolerant of delays or vague assurances.”
He warns that compliance risk often arises not from a lack of intent, but from fragmented systems and manual processes that struggle to keep pace with legally enforced deadlines.
“When a tenant reports damp or mould, that information has to flow seamlessly from the contact centre to repairs and housing management. Any breakdown in that chain creates risk. Providers can no longer rely on siloed teams, paper trails or retrospective reporting to evidence compliance.”
Renewed focus on vulnerable tenants
The law has also sharpened the focus on vulnerability, particularly for tenants with respiratory conditions, disabilities or other health risks that may require prioritised intervention. Without robust ways to find and surface vulnerabilities at first contact, housing associations risk failing to escalate cases appropriately.
Rick Bartlett, Executive Director of Customers at Mosscare St Vincent Housing (MSV), says the legislation has raised the bar on transparency and ownership.
Rick said: “From an MSV perspective, Awaab’s Law has reset the baseline. It’s no longer enough to respond to damp and mould concerns; we’re expected to demonstrate urgency, clarity and absolute ownership.
“The law has pushed the sector closer to what we’ve always aimed for — safe homes, transparent service, and a culture where issues don’t get ignored or downplayed.”
James adds that the impact on contact centres has been particularly significant. With tenants more aware of their rights, demand has increased and interactions are often emotionally charged.”
Impact on contact centres
Rick continued: “Contact centres are no longer just logging reports. They’re responsible for showing that action is being taken, documenting every step and ensuring clear communication throughout. These are conversations about people’s homes and health, which makes accuracy and empathy equally critical.”
While some housing associations were well-positioned before Awaab’s Law came into force, others are now racing to modernise processes, improve data visibility and equip frontline teams with better escalation tools. According to James, the gap between sector leaders and laggards is widening.
James said: “The organisations adapting best are those that invested early in integrated systems, empowered frontline staff, and used data to identify risk sooner. Those still reliant on manual or disconnected processes are exposing themselves to unnecessary legal and reputational risk.”
Looking ahead, James warns that Awaab’s Law is only the beginning. Future phases are expected to expand the scope to include additional hazards such as excess cold and heat, falls, structural safety and fire risks.
James added: “Housing providers should treat this moment as a warning. Compliance, customer experience and data can no longer sit in silos. The organisations that succeed will be those that design their operations around prevention, proof and protection — not just response.”
For more information on how you can support vulnerable customers visit FourNet’s guide: https://fournet.co.uk/content-hub/how-you-can-support-vulnerable-customers/
