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

Related Legislation

Housing Health and Safety Rating System (HHSRS)

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

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

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

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

Identification and Reporting

How Damp and Mould is Identified

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

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:

Internal Inspection:

Diagnostic Tools

Root Cause Analysis

We identify the root cause, not just the symptoms.

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

Works Timescales

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

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:

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

Photographic Evidence

All inspections and works require photographs:

Photos must be:

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

Record Retention

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:

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

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

Competence Standards

Roles and Responsibilities

All Services 4U

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

Reporting

We provide clients with:

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

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.