As of 27 October 2025, all social landlords must comply with the regulations of Awaab’s Law, addressing all emergency hazards and all damp and mould hazards that present a significant risk of harm to residents within fixed timescales.
Awaab’s Law is named in memory of two-year old Awaab Ishak, who tragically passed away on 21 December 2020, with the inquest into his death concluding that he died as a result of prolonged exposure to mould in his Rochdale Boroughwide Housing social home. The law which was prompted by the inquest, gives residents new protections and rights, with social landlords now required to follow legally enforced timescales when it comes to cases of damp and mould.
The primary legislation was first introduced through the Social Housing (Regulation) Act 2023 and inserts into social housing tenancy agreements a term that requires social landlords to comply with the requirements that are set out in these Regulations.
The Law is being introduced with a phased approach, with the first phase starting in October 2025 covering all damp and mould hazards and emergency hazards and in 2026, requirements will expand to apply to a wider range of health hazards. In 2027 the requirements will expand further to the remaining hazards as defined by the Housing Health and Safety Rating System (HHSRS).
Despite the phased approach, we’ll continue to meet our legal duties to keep all homes safe by carrying our repairs in line with our published repairing timescales, ensuring that everyone has a clean, comfortable, safe and secure affordable place to live, free of dangerous health or safety hazards.
As part of our ongoing commitment to tackle damp and mould and following our damp and mould scrutiny in 2023/2024, we have expanded our damp and mould team which now consists of a damp and disrepair manager, three damp and disrepair supervisors and a damp and mould coordinator, created a new reporting system for damp and mould cases and include broader reporting measures to track and monitor damp and mould reported performance to ensure PCH is delivering a quality service.
How to report damp and mould
If you’re experiencing problems with damp, mould and condensation please call us on 0808 230 6500 for immediate action.
During the call, we will ask you a few simple questions and will work with you to investigate the problems you’re experiencing.
You can also contact us by filling out an enquiry form on our website, messaging us on social media or sending us a message through your MyPCH account, however calling our Contact Centre team will help us to support you at the earliest opportunity.
We will investigate all reports of damp and mould within 10 working days. Following the investigation, residents will receive a written summary of our findings and actions which will be taken within three days of completing the investigation.
The investigation may consist of a physical inspection of the property, or by asking a series of questions about the resident and household members and the extent of the damp and mould.
If the damp and mould is found to be dangerous (an emergency) upon inspection by the Damp and Mould team, we will complete the investigation and make it safe within 24 hours. If we are unable to make it safe, we will find alternative accommodation for the residents and household members, regularly keeping them informed of the next steps and progress of the works within the home.
Damp and mould inspections will be prioritised by the Investigating Supervisor in accordance with the regulations of Awaab’s Law and the risk that is posed to the residents and household members.
Our Repairs Webpage details the hazard categories determined by the Investigating Supervisor and the fixed timeframes for all cases of damp and mould:
- Category 1 Hazard (emergency) - 24 hours
- Category 2 Hazard - 5 working days
- Category 2 Hazard - 20 working days
- Category 2 Hazard - 60 working days (12 weeks)
To allow us to triage all cases of damp and mould in line with our 10-day response time, we would appreciate your cooperation with allowing access into your property for any relevant inspections and repairs and following guidance to help with any issues that are being experienced.
To help avoid moisture build up in your home, we have a series of useful guides to help available on our website.
Our damp and mould team are available to discuss any ongoing problems or queries you may have. If you would like to speak with the team directly, please let our Contact Centre team know by calling us on 0808 230 6500.
If you are dissatisfied with the service that you receive, or if we fail to follow the legally enforced timescales, residents can make a complaint in a number of ways.
- Fill out an enquiry form on our website
- Through your MyPCH account
- Call us on 0808 230 6500
- Send us a message on social media
- In person at our Head Office
- Write to us at Plymouth Community Homes, Plumer House, Tailyour Road, Crownhill, Plymouth, PL6 5DH
Once you have completed our internal complaints procedure, and if you are still not satisfied, you may contact the Housing Ombudsman to pursue the matter further outside of the PCH internal complaints process.
