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Damp and mould policy listing

Awaab’s Law

Responding to emergency repairs and urgent hazards.

The Government set new rules called Awaab’s Law in October 2025, that requires us to investigate and remediate serious housing hazards. The law is named after two-year-old Awaab Ishak, who tragically died due to mould in his home. Phase 1 of the law came into effect in October 2025, focussing on emergency hazards and damp and mould. Phase 2 of the law comes into effect on 30 November 2026 that will include urgent hazards in your home where there's a significant risk of harm.  

We’ve updated our repairs policy in line with Awaab’s Law. One of the problems covered by Awaab’s Law is damp and mould. Damp or condensation in your home can cause mould, which can affect your health. Visit our damp, condensation and mould page for advice on how to prevent mould and keep your home healthy.

Use the form below to report an urgent hazard to us. 

Urgent hazards

You should report any of these hazards to us immediately using the form below. 

Once we receive your hazard report, we'll:

  • Identify if it's an emergency or urgent hazard
  • If we think it's an emergency, we'll investigate the problem within 24 hours. Once we've investigated, we'll complete the work to make your home safe within another 24 hours.
  • If it's an urgent hazard, we'll investigate it within 10 working days of knowing about it.
  • If we've not been able to fix it on the first visit, we'll give you a written summary of what we've done and what needs to happen next. We'll send this within three working days of completing that initial investigation.
  • We'll carry out work to make your home safe within five working days of completing the investigation.
  • We'll take steps to start any follow-up work to prevent the problem coming back within five working days of completing the investigation, and start it within 12 weeks.

If you have an emergency repair, please call us immediately on 0800 3586025.

An emergency is something that puts your, or someone else's, health or safety at serious risk right now. Click here to see what we class as an emergency. 

Report an urgent hazard

Your details
Are you reporting an urgent hazard for yourself or for someone else? 
Customer details
Customer address
Report an urgent hazard
Types of urgent hazards

What does the problem in your home relate to?

Risks of falling and structural safety

Select all that apply.

Home temperature and condition

Select all that apply.

Fire and electrical safety

Select all that apply.

Domestic hygiene

Select all that apply.

Have you reported this to us before? 
If yes, has this issue got worse? 
Please tell us which rooms or areas this issue affects:  
Is the issue impacting the use of the room? 
About your household
Please tell us about any vulnerabilities in the household.  
Photos of the issue

You don't have to upload photos or videos, but it helps us to see and understand the issue you're reporting.

Appointment availability
Do you have a smartphone that you can use for a video call?  

This is so we know if carrying out a virtual inspection of the issue in your home is possible.

Please tell us the best days and times for you to have an appointment for this repair (choose as many as you are available for):  
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