New legal timeframes are changing how serious hazards in social homes must be dealt with.

Awaab’s Law was introduced following the tragic death of two-year-old Awaab Ishak, who died in 2020 after prolonged exposure to mould in his home.

His case highlighted the devastating consequences that can occur when serious housing hazards are not addressed quickly enough.

Since 27 October 2025, Awaab’s Law has placed legally enforceable requirements on social landlords in England to investigate and address certain serious hazards within fixed timeframes.

What Does Awaab’s Law Cover Now?

The first phase applies to:

Significant damp and mould hazards, where the conditions present a significant risk of harm to somebody living in the property.

It also applies to all emergency hazards where there is an imminent and significant risk of harm.

Government guidance gives examples of potential emergency hazards including serious electrical faults, gas or carbon-monoxide leaks, major water leaks, loss of water supply, broken boilers, dangerous structural defects and insecure external doors or windows. Severe damp or mould affecting somebody's health can also potentially constitute an emergency hazard.

Importantly, landlords must consider the individual circumstances of the household when assessing the seriousness of a hazard. Something that poses a particularly serious risk to a child, older person or vulnerable resident may therefore require a different response.

This is something I particularly want TBLP to emphasise.

Making the immediate problem safe isn't necessarily the end of the landlord's responsibility.

Where additional preventative work is required to stop a significant or emergency hazard from returning, the landlord must begin that work, or take steps to begin it, within 5 working days following the investigation.

Where the work itself cannot begin immediately, it must physically start within 12 weeks at the latest, subject to the detailed provisions of the regulations.

For example, simply cleaning mould may not deal with whatever is causing the moisture in the first place.

What If the Home Cannot Be Made Safe?

Where the necessary safety work cannot be completed within the required timeframe, the social landlord may be required to provide the household with suitable alternative accommodation at the landlord's expense until the property can be made safe.

Awaab’s Law Is Expanding Again in 2026

Another important change is approaching.

The Government has published Phase 2, which is intended to take effect from 30 November 2026.

This will extend the significant-hazard requirements beyond damp and mould to include areas such as:

• excess cold and excess heat;
• fire and explosions;
• electrical hazards;
• structural collapse;
• falls, including hazards involving stairs and different levels; and
• domestic and personal hygiene and food-safety hazards.

A further Phase 3 is planned to extend Awaab’s Law to the remaining Housing Health and Safety Rating System hazards, with overcrowding excluded from that expansion.

What Should You Do If You Have Damp, Mould or Another Serious Hazard?

If you live in social housing and are concerned about conditions in your home:

Report the problem to your landlord as soon as possible and keep evidence.

Where possible, keep photographs or videos, copies of emails and messages, repair reference numbers and a simple record of when you reported the problem and what happened afterwards.

Tell your landlord if the conditions are affecting your health or somebody else in your household, and make them aware of any circumstances that may make somebody particularly vulnerable.

Most importantly, don't assume that repeatedly reporting a serious problem without action is simply something you have to accept.

Awaab’s Law now creates specific legal requirements for qualifying hazards, alongside the other existing duties social landlords have to keep homes safe and in repair.

This is one of the most important parts for residents to understand.

🚨 Emergency Hazards — Within 24 Hours

Where a social landlord has reasonable grounds to believe there may be an emergency hazard, it must investigate within 24 hours.

If the investigation confirms an emergency hazard and safety work is required, the landlord must make the property safe as soon as reasonably practicable and within the required 24-hour timeframe.

🏠 Significant Damp & Mould — Investigation Within 10 Working Days

Where there is a potential significant damp or mould hazard, the landlord must investigate it within 10 working days of becoming aware of it.

🔧 Making the Home Safe — Within 5 Working Days

If the investigation confirms a significant hazard, the landlord must complete the relevant safety work needed to make the property safe within 5 working days after the investigation concludes.

📝 Tenants Must Be Told What Was Found

The landlord must generally provide the tenant with a written summary within 3 working days after completing its investigation.

This should explain the findings and the steps being taken to make the property safe. There are limited circumstances where a written summary is not required, such as where all required work has already been started and completed within that period.

How The Better Living Project Can Help

At The Better Living Project CIC, we believe people should understand their housing rights without having to navigate complicated legislation alone.

We can help residents:

• understand the housing complaint process;
• organise and document evidence of housing problems;
• communicate concerns clearly to their landlord;
• understand possible routes for escalation;
• identify organisations that may be able to provide additional assistance; and
• where appropriate, signpost or refer residents to suitably regulated specialist services.

Our aim is not simply to tell people they have rights — it is to help them understand how to use them.

Experiencing Problems With Your Social Housing?

You don't have to work out the next step alone.

CONTACT TBLP

Damp and mould shouldn't simply be painted over. Understanding what your landlord should do can help you challenge problems effectively.

Damp and mould are more than cosmetic problems. They can damage a home, belongings and, importantly, the health and wellbeing of the people living there.

Government guidance is clear that landlords should not dismiss damp and mould as the result of a tenant's “lifestyle”. Landlords should investigate the underlying cause and find appropriate long-term solutions.

What Can Cause Damp & Mould?

There isn't one single cause.

Problems can be connected to leaking roofs or pipes, defective windows, inadequate ventilation, condensation, penetrating damp, rising damp, insufficient heating or insulation, and other defects within the property.

This is why simply wiping away mould or painting over it may not solve the problem.

Your landlord should investigate the cause.

The Government's guidance applies to both social and private rented housing providers in England and emphasises identifying and addressing the source of the problem rather than simply treating its visible effects.

What Should You Do?

Report damp or mould to your landlord as soon as possible.

Try to keep:

• photographs and videos;
• dates when problems were reported;
• repair reference numbers;
• emails, letters and messages;
• photographs showing the problem getting worse;
• details of damaged belongings; and
• records of appointments, inspections and repairs.

If somebody in your household is particularly vulnerable or the conditions are affecting someone's health, make your landlord aware of this too.

What If Your Landlord Doesn't Deal With It?

Reporting a repair and making a formal complaint are different things.

If you've reported the problem but are unhappy with your landlord's investigation, delays, repairs or lack of action, you can make a formal complaint.

For social landlords, Awaab's Law also now provides specific legal timeframes for qualifying significant damp and mould hazards and emergency hazards.

Don't keep making the same repair report indefinitely.

If nothing is changing, consider whether it is time to move from simply reporting the problem to formally complaining about how your landlord has handled it.

How TBLP Can Help

The Better Living Project CIC can help residents understand the process, organise evidence, communicate their concerns clearly and identify appropriate escalation routes.

Where legal or other regulated professional assistance is required, we can help people identify appropriate specialist services.

A safe home shouldn't depend upon how good you are at navigating a complicated complaints system.

Need help understanding your next step? Contact TBLP.

A good complaint isn't necessarily the longest complaint. It's one that makes it easy to understand what went wrong, what evidence exists and what needs to happen next.

One of the most important things tenants can understand is the difference between reporting a problem and making a complaint.

If you tell your landlord your boiler has stopped working or your roof is leaking, that will usually begin as a service request.

If you're dissatisfied with what your landlord has done — or failed to do — in response, you can make a formal complaint.

Before Writing Your Complaint

Build a simple timeline.

For example:

3 March — Leak first reported
7 March — Contractor attended
14 March — Leak returned
21 March — Reported again
2 April — No further appointment received

That is often much easier for somebody investigating your complaint to understand than several pages of unstructured information.

What Should Your Complaint Include?

Try to explain four things clearly:

1. What happened?
Describe the original problem.

2. When did you report it?
Provide dates and reference numbers wherever possible.

3. What went wrong afterwards?
Explain missed appointments, unsuccessful repairs, delays, poor communication or other failures.

4. What do you want the landlord to do?
Be specific about the outcome you're seeking.

The Housing Ombudsman similarly recommends explaining when you first reported the problem, what the landlord subsequently did, what you believe it should have done and the impact on your household.

Put It In Writing

Where possible, submit your complaint by email, letter or the landlord's online portal.

That creates a record.

If you complain by telephone, note the person's name, date and time of the conversation and ask for a complaint reference number.

Know the Complaint Timescales

Social landlords covered by the Housing Ombudsman's statutory Complaint Handling Code should operate a two-stage complaints procedure.

At Stage 1, the landlord should acknowledge the complaint within 5 working days and provide its written response within 10 working days of acknowledgement.

If you remain dissatisfied, you can request escalation to Stage 2. The escalation should be acknowledged within 5 working days, with a written Stage 2 response normally provided within 20 working days of acknowledgement. Extensions are possible within the Code's requirements.

Don't Just Say “I'm Not Happy”

Explain why.

For example:

“I remain dissatisfied because the response does not address the repeated leak reported on 4 May and 19 May, nor explain why the promised inspection did not take place.”

That gives the complaint handler something specific to investigate.

How TBLP Can Help

We can help residents understand the complaints process, organise evidence and present their concerns in a clear and structured way.

Your complaint should tell a story that somebody unfamiliar with your case can understand.

When you've complained to your social landlord but the problem still hasn't been resolved, there may be somewhere else to turn.

The Housing Ombudsman Service provides an independent route for resolving disputes between residents and landlords that belong to the Housing Ombudsman Scheme.

Social landlords are required to be members of an approved scheme, while some other landlords can join voluntarily.

When Can I Approach the Ombudsman?

Normally, you should first give your landlord the opportunity to resolve your complaint through its internal complaints process.

This means completing:

Stage 1 → Stage 2 → Housing Ombudsman

The Stage 2 response is generally your landlord's final response.

If you're still dissatisfied after receiving it, you can ask the Housing Ombudsman to consider your complaint.

The Ombudsman can also provide assistance where a landlord isn't properly responding to a complaint.

What Information Will I Need?

The Housing Ombudsman says its online process asks for information including:

• who your landlord is;
• your tenure type;
• details of the complaint;
• the complaint you submitted;
• the landlord's complaint responses; and
• information about you.

This is another reason why keeping records throughout your complaint is so important.

Is There a Deadline?

Yes.

The Housing Ombudsman says complaints should normally be referred within 12 months of the landlord's Stage 2 response.

Don't leave a final response sitting in a drawer indefinitely if you intend to challenge it.

What Does the Ombudsman Actually Do?

The Ombudsman investigates complaints about member landlords and can make final decisions on disputes falling within its jurisdiction.

It isn't simply another department of your landlord.

Its role is to independently consider what happened and how the landlord dealt with the matter.

The Complaint Handling Code

This is another important protection.

Since April 2024, the Housing Ombudsman's Complaint Handling Code has been statutory, meaning landlords covered by it have a legal requirement to comply with its requirements.

How TBLP Can Help

TBLP can help residents understand where they are within the complaint process, organise relevant correspondence and understand possible routes for escalation.

Being told “that's our final response” doesn't necessarily mean there is nowhere else to go.

Something has gone wrong with a product or service. You've contacted the company and you're getting nowhere. What next?

Consumer complaints can feel confusing because the correct route depends upon what you're complaining about.

A bank complaint isn't necessarily handled in the same way as a problem with a retailer, energy provider, builder or housing service.

But there is one useful principle:

Start With the Business

Explain:

What you bought or agreed to
What went wrong
When it happened
What you've already done to resolve it
What outcome you're asking for

Include relevant evidence such as contracts, receipts, statements, emails, photographs and previous correspondence.

Keep copies of everything you send.

Make It a Formal Complaint

If ordinary customer-service conversations aren't resolving the issue, ask for the organisation's formal complaints procedure.

For complaints about financial services or products, GOV.UK advises consumers to follow the firm's complaints procedure first.

What Happens With Financial Complaints?

If the complaint concerns a regulated financial business, there may eventually be a route to the Financial Ombudsman Service (FOS).

For many financial complaints, if you're dissatisfied with the company's final response — or it hasn't responded within the applicable period, commonly 8 weeks — you may be able to approach an independent complaints service, usually FOS.

Different complaint types and circumstances can have different rules and deadlines, so check the information contained in the firm's final response carefully.

Don't Send Your Complaint Everywhere at Once

First identify:

Who is actually responsible?

Then:

What complaints procedure applies?

And finally:

Which independent body, regulator or ombudsman has jurisdiction if the company doesn't resolve it?

That might be the Financial Ombudsman, another ombudsman scheme, Citizens Advice/consumer services, a regulator or ultimately a legal route depending upon the issue.

Be Careful With Deadlines

Complaint and legal limitation periods can matter.

If you receive a final response letter, don't ignore it. Read the section explaining your escalation rights and any applicable deadline.

How TBLP Can Help

TBLP can provide general information and practical support around understanding complaint routes, organising documentation and identifying appropriate services.

Where a matter requires regulated financial, debt or legal advice, we can signpost people towards appropriately authorised or regulated organisations.

You don't need to know every law before making a complaint. You need to know what happened, what evidence you have and where the complaint needs to go next.

Millions of households receive financial support — but understanding what's available can be difficult.

Changes in income, employment, disability, caring responsibilities, rent, children or household circumstances can all potentially affect what financial support someone may be entitled to.

And there isn't one simple answer that applies to everybody.

Start With a Benefits Check

GOV.UK recommends independent benefits calculators that can estimate:

• benefits you could potentially receive;
• estimated payment amounts;
• how starting work or increasing hours might affect entitlement; and
• how changes in circumstances could affect benefits.

The Government currently points people towards calculators including entitledto, Turn2us and Policy in Practice.

What Information Will You Need?

Having the right information available makes a benefits check much easier.

You may need details about:

• household income;
• your partner's income;
• savings;
• existing benefits and pensions;
• rent or mortgage costs;
• childcare costs;
• Council Tax; and
• other household circumstances.

These are among the details GOV.UK recommends having available when using a benefits calculator.

Support Isn't Necessarily Just Universal Credit

Depending upon your circumstances and where you live, there may be other forms of assistance worth investigating, including Council Tax support, help with housing costs, disability-related benefits, support for carers and local or charitable grants.

Eligibility varies considerably, so never assume you're not entitled simply because you've been told that by somebody else or because you weren't eligible previously.

A change in circumstances can change the answer.

Beware of Out-of-Date Information

Benefits and support schemes change.

A social-media post from two years ago or advice from a friend may no longer be accurate.

Use current official information and reputable benefits-checking services.

Ask for Help If You Need It

Not everyone is comfortable completing forms or navigating government websites.

That shouldn't prevent somebody from discovering what support may be available.

Local councils, Citizens Advice, welfare-rights organisations and other community services may be able to provide assistance.

How TBLP Can Help

The Better Living Project CIC wants to help make information more accessible.

We can help people identify useful information and appropriate services, build confidence using online tools and signpost people towards organisations able to provide specialist welfare, benefits, debt or financial advice where required.

Sometimes improving someone's situation begins with one simple question:

“Am I receiving everything I'm entitled to?”

Let us help you find the right place to start.