Awaab's Law - what's changing and what it means for you [Archived]

You might have heard of Awaab’s Law, a new set of national rules which come into effect on 27 October.

27 Oct 2025

These rules are designed to make sure that housing providers across the country respond quickly and communicate clearly around damp, mould and emergency repairs in people’s homes.

We take reports of damp and mould extremely seriously, and we’re committed to keeping you safe in your home.

Here's what we're doing to help keep your home safe...

  • we have a dedicated team to tackle damp and mould repairs
  • we have reviewed and updated our timescales to make sure we act quickly when you report damp and mould
  • we have increased staff training, so our teams understand what's covered under Awaab's Law and how to support you

This means that, while the law around responding to damp, mould and emergency repairs is changing, we’ve already made this a priority. The difference you will see is more communication from us throughout the repairs process, so that you know what to expect and what is happening next.

What happens when you report damp, mould or emergency repairs to us?

What When
Investigate emergency repairs and make sure that the property is safe Within 24 hours
Investigate hazards, as outlined in the Decent Homes Standard Within 10 working days
Provide a written summary with information about what we have found and the next steps Within three working days of completing the investigation
Begin repair work If a hazard or significant risk is found, we will begin repairs, or take steps to begin repairs, within five working days. Repair work must be physically started within 12 weeks.
Provide temporary accommodation if the property can't be made safe Within 24 hours for an emergency, or five working days for a significant risk

How to report damp, mould or condensation

If you have a problem with damp, mould or too much condensation in your home, you should let us know and we will look into it for you.

You can report damp or mould by completing the form here.

You can also:

  • use your My Thirteen account
  • email customerservices@thirteengroup.co.uk
  • call 0300 111 1000
  • visit one of our stores.

If it's urgent, please give us a call.

Read more about what happens when you report an issue to us, and what causes damp, mould and condensation to happen.