Awaab’s Law Compliance Policy

Our Commitment

We are committed to:

1. Rapid Response — Meeting all statutory timescales for investigation and remediation
2. Root Cause Analysis — Identifying and addressing the underlying causes of damp and mould
3. Effective Remediation — Delivering lasting solutions, not temporary fixes
4. Resident Safety — Prioritising the health and wellbeing of residents
5. Evidence-Based Approach — Documenting all findings and actions thoroughly
6. Clear Communication — Keeping residents informed throughout the process
7. Continuous Improvement — Learning from cases to prevent future occurrences

Legal Framework

Awaab’s Law

Awaab’s Law is the informal name for amendments to the Social Housing (Regulation) Act 2023, introduced following the death of two-year-old Awaab Ishak from a respiratory condition caused by mould in his family’s housing association flat in Rochdale.

The law requires social housing landlords to:

• Investigate hazards within specified timescales
• Provide written summaries of investigations
• Begin remediation within specified timescales
• Complete emergency repairs within specified timescales
• Ensure repairs are completed within a reasonable time

Statutory Timescales

Requirement	Timescale
Acknowledge hazard report	Within 24 hours
Investigate reported hazard	Within 14 calendar days
Provide written summary of investigation	Within 14 calendar days
Begin repair works	Within 7 calendar days of investigation
Complete emergency repairs	Within 24 hours
Complete non-emergency repairs	Within a reasonable period

Related Legislation

Legislation	Relevance
Social Housing (Regulation) Act 2023	Awaab’s Law provisions
Homes (Fitness for Human Habitation) Act 2018	Landlord duty to ensure fitness
Landlord and Tenant Act 1985	Repair obligations
Housing Act 2004	HHSRS hazard assessment
Defective Premises Act 1972	Duty of care in construction/repair
Environmental Protection Act 1990	Statutory nuisance
Building Regulations Part F	Ventilation requirements
Building Regulations Part C	Resistance to moisture

Housing Health and Safety Rating System (HHSRS)

Under HHSRS, damp and mould growth is a prescribed hazard that can be classified as:

Category	Description	Enforcement
Category 1	Serious hazard posing imminent risk	Local authority must take action
Category 2	Less serious hazard	Local authority may take action

Our procedures aim to identify and remediate damp and mould before it becomes a Category 1 hazard.

Scope

This policy covers:

• All residential properties where we provide maintenance services
• Social housing, private rented, and leasehold properties
• All types of damp (rising, penetrating, condensation)
• All mould growth regardless of cause
• Associated works (ventilation, insulation, heating)

Our Role

As a maintenance contractor, we:

• Respond to damp and mould reports on behalf of our clients
• Investigate and diagnose the cause
• Carry out remediation works
• Provide evidence and documentation
• Advise clients on property-level and resident-level factors
• Support clients to meet their statutory obligations

The landlord (our client) retains overall responsibility for compliance with Awaab’s Law. We support them by delivering compliant services.

Definitions

Types of Damp

Type	Cause	Characteristics
Condensation	Excess moisture in air condensing on cold surfaces	Most common; linked to ventilation, heating, lifestyle
Rising Damp	Groundwater rising through walls due to failed/absent DPC	Tide marks, salt deposits, low-level damage
Penetrating Damp	Water ingress through building fabric	Linked to rain, defects, leaks; localised to ingress point
Traumatic Damp	One-off water event	Flood, burst pipe, leak

Mould

Mould is a fungal growth that thrives in damp conditions. It can:

• Cause respiratory conditions, allergies, and infections
• Exacerbate asthma and other health conditions
• Be particularly dangerous for children, elderly, and immunocompromised residents
• Indicate underlying damp problems requiring investigation

Hazard

A hazard is any condition that poses a risk to health and safety. Under HHSRS, damp and mould growth is a specific hazard category.

Vulnerable Residents

Residents who may be at increased risk from damp and mould, including:

• Children (especially under 5)
• Elderly residents
• Pregnant women
• Residents with respiratory conditions (asthma, COPD)
• Immunocompromised residents
• Residents with other chronic health conditions

Response Timescales

We comply with Awaab’s Law timescales and apply them across all housing sectors.

Standard Timescales

Stage	Timescale	Our Commitment
Acknowledge report	Within 24 hours	Same working day where possible
Investigation appointment	Within 14 calendar days	Target within 7 calendar days
Written investigation summary	Within 14 calendar days	Provided at or after inspection
Begin remediation	Within 7 calendar days of investigation	Immediate for emergency works
Complete emergency works	Within 24 hours	Same day where life/safety risk
Complete non-emergency works	Reasonable period	Target within 28 calendar days

Emergency Situations

The following require emergency response (within 24 hours):

• Severe mould affecting vulnerable residents
• Mould in bedrooms of children or vulnerable residents
• Widespread mould covering large areas
• Mould with visible health impact on residents
• Any situation where residents cannot safely remain
• Category 1 HHSRS hazards

Priority Matrix

Severity	Vulnerability	Priority	Target Response
Severe mould	Vulnerable resident	Emergency	Within 24 hours
Severe mould	Standard resident	Urgent	Within 48 hours
Moderate mould	Vulnerable resident	Urgent	Within 48 hours
Moderate mould	Standard resident	Standard	Within 7 days
Minor mould	Any resident	Routine	Within 14 days

Identification and Reporting

How Damp and Mould is Identified

Source	Description
Resident report	Direct report via landlord or our contact centre
Routine inspection	Identified during other maintenance visits
Planned survey	Stock condition or cyclical inspection
Compliance visit	Gas, electrical, or fire safety visit
Complaint	Escalated through complaints process
Third party	Report from carer, family member, agency

Operative Responsibilities

All operatives visiting properties must:

• Be alert to signs of damp and mould
• Report any damp or mould observed, regardless of reason for visit
• Complete a damp and mould observation form
• Take photographs as evidence
• Inform the resident that the issue has been noted
• Raise a follow-up job or escalate as appropriate

Signs to Look For

Location	Signs
Walls and ceilings	Mould growth, staining, peeling paint/wallpaper, tide marks
Windows	Condensation, mould on frames and seals, water pooling
Corners and edges	Black mould spots, particularly at external wall junctions
Behind furniture	Mould on walls behind wardrobes, beds, sofas
Bathrooms	Mould on grout, sealant, ceiling; lack of ventilation
Kitchens	Mould around cooker, sink, windows; extract fan issues
Smell	Musty, damp odour
Health indicators	Resident mentions respiratory issues, allergies

Investigation Process

Stage 1: Initial Assessment

Timescale: Within 14 calendar days of report (target 7 days)

Actions:

1. Contact resident to arrange inspection
2. Confirm vulnerability status and any health concerns
3. Review property history (previous damp reports, repairs, complaints)
4. Attend property with appropriate equipment
5. Conduct thorough inspection
6. Document findings with photographs and measurements
7. Identify likely cause(s)
8. Provide initial advice to resident
9. Complete investigation report

Investigation Checklist

External Inspection:

Item	Check
Roof condition	Missing/damaged tiles, flashing, pointing
Gutters and downpipes	Blockages, leaks, overflow
External walls	Cracks, pointing failures, render damage
DPC visibility	Present, bridged, covered
Ground levels	Soil/paving above DPC
Ventilation	Air bricks clear, adequate provision
Windows and doors	Seals, frames, drainage

Internal Inspection:

Item	Check
Location of damp/mould	Room, wall, height, extent
Pattern of damp	Tide marks, patches, widespread
Moisture readings	Using calibrated moisture meter
Relative humidity	Using hygrometer
Ventilation	Extract fans, trickle vents, windows
Heating	Adequacy, use, thermostat settings
Insulation	Cold bridging, external wall insulation
Lifestyle factors	Drying clothes, cooking, showering
Resident health	Any reported health impacts

Diagnostic Tools

Tool	Purpose
Moisture meter	Measure moisture content in walls, floors, timber
Hygrometer	Measure relative humidity
Thermal imaging camera	Identify cold spots and thermal bridging
Borescope	Inspect cavities and concealed areas
Damp survey equipment	Calcium carbide test, BRE method

Root Cause Analysis

We identify the root cause, not just the symptoms.

Symptom	Possible Root Causes
Mould on external wall	Cold bridging, lack of insulation, penetrating damp
Mould around windows	Condensation, poor ventilation, failed seals
Mould in bathroom	Inadequate extract, no window, resident not using fan
Mould in bedroom	Furniture against external walls, insufficient heating
Mould on ceiling	Roof leak, cold loft, condensation
Rising tide mark	Rising damp, failed DPC, high external ground
Localised damp patch	Penetrating damp, leak, plumbing issue

Investigation Report

The investigation report includes:

• Date and time of inspection
• Property details and resident contact
• Description of damp/mould observed
• Photographs with annotations
• Moisture readings and locations
• Root cause determination
• Property factors identified
• Lifestyle factors identified (sensitively recorded)
• Recommended remediation works
• Priority and timescale
• Resident advice provided
• Follow-up actions required

Remediation

Remediation Principles

1. Address the root cause — Not just the mould
2. Lasting solution — Not temporary fixes
3. Proportionate response — Appropriate to severity
4. Resident-centred — Minimise disruption, ensure safety
5. Evidence-based — Document before, during, and after

Remediation Options

Cause	Remediation
Condensation – ventilation	Install/repair extract fans, trickle vents, PIV/MEV
Condensation – heating	Repair heating system, radiator sizing, controls
Condensation – insulation	External/internal wall insulation, loft insulation
Condensation – lifestyle	Resident advice, support, monitoring
Rising damp	DPC injection/installation, replastering, ground levels
Penetrating damp – roof	Roof repairs, flashing, pointing, gutters
Penetrating damp – walls	Repointing, render repairs, crack repairs
Penetrating damp – windows	Seal replacement, frame repairs, drainage
Mould treatment	Wash with fungicidal solution, anti-mould paint
Severe mould	Professional mould remediation, protective equipment

Works Timescales

Works Type	Timescale
Emergency (health risk, vulnerable resident)	Within 24 hours
Urgent (significant mould, moderate risk)	Within 48 hours
Standard remediation	Begin within 7 days, complete within 28 days
Major works (insulation, DPC, roof)	Agree programme with client, complete ASAP

Quality Standards

All remediation works must:

• Address the identified root cause
• Meet relevant Building Regulations (Part C, F, L)
• Use appropriate materials (anti-mould paint, treated plaster)
• Be completed by competent operatives
• Be signed off with photographic evidence
• Include follow-up inspection where required

Mould Treatment Protocol

For surface mould:

1. Protect resident belongings
2. Wear appropriate PPE (mask, gloves, goggles)
3. Apply fungicidal wash and allow to dry
4. Repeat application if required
5. Apply anti-mould paint/treatment
6. Address underlying cause
7. Advise resident on prevention

For severe mould:

1. Assess need for decant (resident relocation)
2. Isolate affected area
3. Professional remediation with HEPA filtration
4. Remove affected materials (plasterboard, timber) if required
5. Treat remaining surfaces
6. Address root cause
7. Reinstate finishes
8. Clearance inspection before re-occupation

Resident Communication

Communication Principles

• Clear, jargon-free language
• Empathetic and non-judgmental
• Timely updates at each stage
• Written confirmation of key information
• Signposting to support where needed

Communication Touchpoints

Stage	Communication
Report received	Acknowledgement within 24 hours
Inspection booked	Confirmation of date/time
After inspection	Written summary within 14 days
Works scheduled	Confirmation of what, when, duration
During works	Updates on progress, any delays
Works complete	Confirmation and advice on prevention
Follow-up	Check-in after 4-6 weeks

Written Investigation Summary

As required by Awaab’s Law, we provide a written summary including:

• What was found during the investigation
• The identified cause of the damp/mould
• What action will be taken
• Timescales for works
• What the resident can do to help
• Contact details for queries
• How to escalate if not satisfied

Resident Advice

We provide advice on:

Topic	Advice
Ventilation	Open windows, use extract fans, trickle vents
Heating	Maintain consistent temperature, avoid cold rooms
Moisture reduction	Lids on pans, dry clothes outside/in ventilated area
Furniture placement	Gap between furniture and external walls
Mould cleaning	Safe cleaning methods for minor mould
Reporting	How to report if problem returns

Important: We never blame residents for damp and mould. While lifestyle factors may contribute, the landlord has a duty to provide a property capable of being maintained free from hazards.

Vulnerable Residents

For vulnerable residents:

• Prioritise response (emergency/urgent)
• Consider need for decant during works
• Provide additional support and communication
• Liaise with support services if appropriate
• Follow safeguarding procedures if concerns arise
• Document vulnerability and actions taken

Documentation and Evidence

Why Documentation Matters

• Demonstrates compliance with Awaab’s Law
• Supports landlord in regulatory inspections
• Provides evidence for Housing Ombudsman cases
• Enables pattern identification across stock
• Protects against claims
• Supports continuous improvement

Documentation Requirements

Stage	Documentation
Report	Date, source, description, resident details, vulnerability
Acknowledgement	Date/time of acknowledgement, method
Investigation	Full report, photos, readings, root cause
Written summary	Copy of summary provided to resident
Works order	Scope, priority, timescales
Works completion	Before/after photos, materials used, sign-off
Follow-up	Return visit findings, resident feedback

Photographic Evidence

All inspections and works require photographs:

Stage	Photos Required
Investigation	Overview, close-up of mould, moisture meter readings, external factors
Before works	Condition before starting
During works	Key stages, hidden issues revealed
After works	Completed remediation
Follow-up	Condition at follow-up visit

Photos must be:

• Date and time stamped
• Clearly labelled with location
• Stored against the property record
• Retained for minimum 6 years

Record Retention

Record	Retention Period
Investigation reports	6 years minimum
Photographs	6 years minimum
Resident communication	6 years minimum
Works records	6 years minimum
Complaints related to damp/mould	6 years minimum

Escalation and Complex Cases

When to Escalate

Escalate to client and/or senior management when:

• Emergency decant may be required
• Vulnerable resident with severe mould
• Resident has reported health impacts
• Multiple previous reports at same property
• Root cause requires major works (roof, insulation, DPC)
• Resident is not engaging or refusing access
• Timescales cannot be met
• Complaint received or Ombudsman involved
• Potential Category 1 HHSRS hazard
• Media or political involvement

Complex Cases

Some cases require additional expertise:

Scenario	Action
Unclear diagnosis	Commission specialist damp survey
Structural issues	Involve structural engineer
Major works required	Capital works programme
Resident factors significant	Tenancy support, welfare referral
Health impacts reported	Document, advise GP visit, inform client
Repeat failures	Root cause review, alternative approach

Multi-Agency Involvement

We may need to work with:

• Environmental Health (local authority)
• Housing Ombudsman
• Tenancy support services
• Social services (safeguarding)
• Health services (occupational health referral)
• Building surveyors and specialists

Prevention

Proactive Identification

• Train all operatives to spot and report damp/mould
• Include damp/mould checks in all property visits
• Annual property MOT inspections
• Stock condition surveys
• Data analysis to identify at-risk properties

Property-Level Prevention

Measure	Purpose
Adequate ventilation	Extract fans, PIV, trickle vents
Efficient heating	Sized correctly, controllable, affordable
Insulation	Reduce cold bridging and condensation risk
Building fabric	Maintain roofs, walls, windows, DPC
Drainage	Clear gutters, downpipes, ground drainage

Resident Engagement

• Provide advice at sign-up
• Annual reminders on condensation prevention
• Respond promptly to early reports
• Non-judgmental approach to lifestyle factors
• Support for vulnerable residents

Data and Trends

We provide clients with:

• Monthly damp and mould reports
• Trend analysis by property type, age, area
• Repeat cases identification
• Timescale compliance reporting
• Recommendations for stock investment

Training and Competence

Training Requirements

Role	Training
All operatives	Damp and mould awareness (spotting and reporting)
Inspectors/surveyors	Damp diagnosis and investigation
Remediation operatives	Mould treatment, ventilation installation
Customer service	Handling damp/mould reports, vulnerability identification
Supervisors/managers	Awaab’s Law requirements, escalation

Competence Standards

Activity	Competence
Damp survey	Qualified surveyor or trained inspector
Mould treatment	Trained operative, PPE competent
Ventilation installation	Electrician (for powered ventilation)
Plastering	Skilled plasterer, anti-mould materials
Roofing repairs	Qualified roofer
DPC works	Specialist damp proofing contractor

Roles and Responsibilities

All Services 4U

Role	Responsibilities
Managing Director	Overall accountability for policy and compliance
Operations Director	Service delivery, resource allocation
Contract Managers	Client liaison, performance monitoring
Supervisors	Quality assurance, escalation
Inspectors	Investigation, diagnosis, reporting
Operatives	Remediation works, reporting observations
Customer Service	Logging reports, booking inspections, communication

Our Clients (Landlords)

Our clients retain overall responsibility for:

• Receiving and logging initial resident reports
• Meeting statutory timescales
• Decisions on major works and investment
• Resident communication and support
• Complaint handling
• Regulatory reporting

We support clients to meet these obligations through our services.

Performance Monitoring

Key Performance Indicators

KPI	Target
Reports acknowledged within 24 hours	100%
Investigations completed within 14 days	100%
Emergency works completed within 24 hours	100%
Remediation started within 7 days	100%
Routine remediation completed within 28 days	95%
Follow-up inspection completed	100%
Repeat reports within 12 months	<5%
Resident satisfaction	≥4.0/5

Reporting

We provide clients with:

Report	Frequency
Individual case updates	Ongoing
Compliance dashboard	Weekly
Performance report	Monthly
Trend analysis	Quarterly
Annual review	Annually

Audit

• Internal quality audits of damp and mould cases
• File reviews for documentation compliance
• Post-completion inspections
• Client audits as required

Complaints

Resident Complaints

If a resident is dissatisfied with our response:

1. Log complaint through our Complaints Policy
2. Acknowledge within 2 working days
3. Investigate and respond within 10 working days
4. Escalate to Stage 2 if not resolved
5. Inform client of complaint and outcome

Housing Ombudsman

Residents of social housing can escalate to the Housing Ombudsman if:

• They have completed the landlord’s complaints process
• They remain dissatisfied with the outcome

We support clients in responding to Ombudsman enquiries by providing:

• Full case documentation
• Timeline of events
• Evidence of actions taken
• Lessons learned and improvements

Continuous Improvement

Learning from Cases

• Review all damp and mould cases monthly
• Identify common causes and failures
• Share learning across teams
• Update procedures based on findings
• Feed into client stock investment advice

Staying Current

• Monitor regulatory updates and guidance
• Attend industry training and conferences
• Review Housing Ombudsman decisions
• Implement best practice developments

Related Policies and Procedures

This policy should be read in conjunction with:

• Health and Safety Policy
• Quality Policy
• Safeguarding Policy
• Complaints Policy
• Environmental Policy
• Resident Communication Procedures
• PPE Policy

Approval

This Awaab’s Law Compliance Policy has been approved by the Managing Director.

Signed:

[Name] Managing Director All Services 4U

Date: [Date]

Review Date: [Date + 1 year]

Contact

Damp and Mould Enquiries Email: dampandmould@allservices4u.co.uk Phone: [Phone number]

Emergency Response (24-hour) Phone: [Emergency number]

Complaints Email: complaints@allservices4u.co.uk

Quick Reference

Timescales

Action	Timescale
Acknowledge report	Within 24 hours
Investigate	Within 14 days
Written summary	Within 14 days
Begin works	Within 7 days of investigation
Emergency works	Within 24 hours

Emergency Triggers

• Severe mould + vulnerable resident
• Mould in child’s bedroom
• Resident reports health impacts
• Category 1 HHSRS hazard

Report Damp and Mould

Phone: [Phone number] Email: dampandmould@allservices4u.co.uk Out of hours: [Emergency number]

Key Principle

Address the root cause, not just the mould.

All Services 4U is committed to protecting residents from damp and mould hazards. We support our clients to meet their obligations under Awaab’s Law through rapid response, thorough investigation, and effective remediation.