Last updated August 2026
We want every customer to feel safe in their home.
What is Awaab’s Law?
Awaab's Law is named in memory of Awaab Ishak, a two-year-old boy who tragically died from prolonged exposure to mould in his social housing home. His story led to changes in the law to help stop something like this from ever happening again.
At the heart of Awaab's Law is customer safety. This has always been our priority. But the law has meant we've made changes to the way we work, to help us respond quicker and more consistently.
As your landlord, we must now act within set timeframes when certain health and safety concerns are reported to us.
What is Sanctuary doing to keep me and my home safe?
We care about every customer’s safety and wellbeing. That's why we take every concern about your home seriously.
We have a dedicated team who help coordinate our response to health and safety issues. They work with colleagues across Sanctuary to make sure reports are reviewed, tracked and acted on in the right way.
Every concern raised to us is assessed on a case-by-case basis. We consider the type of issue, how serious it is, any immediate risks and whether anyone in the household may need extra support.
This helps us understand what action is needed and how quickly we need to respond.
- If there is an immediate risk, we’ll act quickly to help keep you safe.
- If your concern needs a more detailed review, we’ll involve the right teams and keep you updated on what happens next.
“They were very polite and showed genuine concern for my health.”
Since the first phase of Awaab's Law was introduced on 27 October 2025 to 1 April 2026, we've responded to more than 10,000 emergencies and over 3,600 significant repairs.
This has helped us strengthen the way we work to respond quicker, tackle problems sooner and give customers a better service.
How do I report a repair or concern?
If you spot a problem in your home, let us know as soon as possible. The sooner we know, the sooner we can put it right and stop it from potentially getting worse.
If you're worried about damp, mould or another issue that could affect your health or safety, tell us what's happened, where the problem is and how it's affecting you or your household. You don't need to mention Awaab's Law. We'll ask the right questions and make sure the right action is taken.
We have local teams in our Customer Hub ready to support you. If you're not sure what number to call, enter your postcode into our regional checker tool.
Even if the problem isn’t causing an immediate risk to your health or safety, please still report it as soon as possible. We'll assess the issue and decide whether it needs to be managed under Awaab's Law or through our usual repairs process.
The easiest way to report a repair is by completing an online form. You can also call our Customer Hub to speak to your local housing team.
What is the difference between an emergency and a significant concern?
Some concerns may not be an emergency, but we will still act quickly because they could have a serious impact on your health or safety. These are called ‘significant concerns’.
If we identify a significant concern, we will:
Investigate the issue within 10 working days.
Tell you what we found within 3 working days of the inspection.
Start the process of putting the problem right within 5 working days if work is needed.
Arrange any additional work needed to fully resolve the issue.
More details on Awaab's Law, including emergency and significant timescales can be found on GOV.UK.
What is a virtual inspection?
Awaab's Law means we must work quickly to assess the seriousness of your concern. One way we’re speeding things up is by offering virtual inspections.
With a virtual inspection, you’ll get an exact appointment time, meaning less disruption to your day. And with a faster turnaround, works can start earlier.
What happens if my repair is not covered by Awaab's Law?
If we find that the issue does not pose a serious risk to health or safety, we'll still make sure it gets the right response through our usual repairs process and timescales. If the repair is classed as an emergency, we'll attend within 24 hours.
If you would like an update on an existing repair, please use our report a repair webform and select the option 'I would like an update on my existing repair'.
Do you have an existing repair?
Use our repairs webform and select the option 'I would like an update on my existing repair'.
Request an updateWhat to do if I'm not happy with a completed repair?
If you don't think a repair has been completed to the right standard, please get in touch. We'll listen to your concerns and look into what's happened. If needed, we'll arrange for the contractor or operative to return.
How you can help us resolve the issue?
There are a few things you can do to help us understand the issue and get it resolved as quickly as possible:
- Let us access your home so we can inspect the issue and carry out any repairs.
- Keep appointments where possible, or let us know as soon as you can if you need to rearrange.
- Make sure we have your up-to-date contact details.
- Tell us if the issue gets worse or starts affecting you differently.
- Follow any temporary safety advice we give you.
- Let us know if anything changes in your household that may affect the support you need.
How can I prevent damp, mould and condensation?
Damp and mould are some of the health and safety concerns covered by Awaab’s Law.
If you notice damp patches or mould growth in your home, please tell us as soon as possible. We'll listen to your concerns, look into what's causing the problem and assess any risk to you or your household. We'll then explain what happens next.
There are also some simple steps you can take to reduce condensation and moisture in your home. Watch our video here for practical advice and tips to help prevent damp and mould.