Awaab’s Law — news & regulatory updates

Stay on top of Awaab’s Law with clear, actionable coverage. We track announcements and sector guidance, explain what’s changed, and set out exactly what housing providers must evidence: triage within 24 hours, start repairs within 7 days, and complete the initial repair within 21 days. Each update comes with the “so what” for operations, data and resident communications—so you can adapt processes quickly and keep residents safe.

Latest Awaab’s Law news

  • Clarifying the 24-hour triage requirement
    What counts as “triage” and how to prove it. From first contact to resident acknowledgment, we outline the evidence points that stand up to scrutiny.

  • Defining ‘start of repair’ within 7 days
    A practical definition that aligns planners, operatives and complaints teams—plus the evidence to record on day one of site attendance.

  • Counting ‘initial repair complete’ at 21 days
    Separate the initial fix from follow-on works. We outline acceptable sign-off text, photos, and case notes to demonstrate completion within the statutory window.

  • Evidence pack: what auditors will look for
    The minimum viable audit trail—timestamps, contact attempts, SLA milestones, and cross-links from repairs to communications and complaints.

  • Handling access issues without breaching the clock
    When a resident cannot be reached, how to escalate, signpost and record “all reasonable steps” while the statutory timer runs.

  • Damp & mould categorisation for call handlers
    Simple scripts to classify severity at first contact, route to the right team, and set the correct SLA timers automatically.

  • Complaints wording aligned to Awaab’s Law
    Short, plain-English templates for acknowledgements, progress updates and closure letters that mirror your SLA milestones.

  • Board assurance: reporting Awaab’s Law monthly
    What to include in your pack—compliance rates for 24h/7d/21d, exceptions, repeat reports, and case studies on learning.

Key dates & compliance tracker

  • Within 24 hours — Triage: Confirm receipt, assess risk, and log evidence of contact attempts.

  • Within 7 days — Start of repair: Record first attendance and work commenced notes (with photos where appropriate).

  • Within 21 days — Initial repair complete: Mark “initial completion” separately from follow-on works.

  • Ongoing — Communications: Keep residents informed at each milestone; store messages in the case record.

  • Ongoing — Data & audit: Standardise fields and timestamps; link repairs, complaints and comms.

FAQs

  • What does “triage within 24 hours” require?
    Acknowledgement to the resident and a documented assessment of risk/severity, with attempts recorded if contact isn’t made.

  • What counts as ‘start of repair’?
    First attendance where meaningful work begins (not just survey). Record time on site, actions taken, and materials status.

  • How do we prove ‘initial completion’ within 21 days?
    Create a distinct “initial repair complete” event with notes/photos. Log any follow-on works as new steps with their own timescales.

  • What if the resident can’t provide access?
    Record all reasonable attempts, offer alternatives, consider vulnerabilities, and escalate early—timers still apply.

  • Do complaints timelines change?
    Your complaints process should reference the Awaab’s Law milestones and keep residents informed while the repair proceeds.