With Awaab’s Law coming into effect this month, housing providers across the UK are reassessing how they respond to reports of damp and mould. The new legislation sets strict timelines for investigation and repair, but the deeper challenge lies in how housing providers communicate with their residents and how they document every step taken.
For housing providers, this is more than a compliance problem; it’s an opportunity to strengthen trust, improve efficiency and ensure that no resident is left unheard.
Communication as the foundation of trust
The Housing Ombudsman’s 2021 report on damp and mould exposed a recurring theme: failures in communication often cause as much harm as the housing problems themselves.
Residents described feeling dismissed or blamed, while housing providers struggled to maintain visibility over complex caseloads. Generic advice such as “open your windows” or “dry clothes outdoors” reflected systemic gaps in communications and a lack of empathy.
Awaab’s Law seeks to change that by setting a higher bar for responsiveness and clarity. Housing providers must not only act quickly but also demonstrate clear, documented communications throughout the process.
We believe empathy and documentation are now the cornerstones of effective housing management. Technology can help but the real transformation happens when good communications are at the heart of the process and not only for compliance.
Documentation – Turning action into accountability
The new requirements make record-keeping as important as response times. Housing providers must be able to show what was done, when and by whom, not only for compliance but to build resilience and trust.
Comprehensive documentation ensures:
- Transparency, by keeping residents informed and confident in the process.
- Efficiency, by reducing duplication and missed follow-ups.
- Legal protection, by providing a verifiable record of reasonable action.
Without good documentation, even diligent housing teams can appear unresponsive. It’s not just about fixing a property; it’s about demonstrating accountability to the people who live there.
Fewer backlogs
The benefits of clear communications extend far beyond compliance. When residents understand what’s happening and can easily share information, repair requests become more accurate, follow-ups fewer and backlogs shorter.
Some housing providers are now using digital communication tools and AI-driven messaging to personalise updates and capture a complete audit trail of residents’ interactions, including on WhatsApp. These tools can translate messages, store evidence and keep both parties aligned on the next steps.
Rachel Credidio, chief innovation officer at Aster Group, said, “Project Alix really helped us imagine personalisation at scale using its AI and WhatsApp capabilities. We’re already implementing the approach and are really excited about delivering meaningful innovation more widely across the organisation.”
The result isn’t just smoother workflows, but more inclusive communications, especially for residents who face barriers with traditional contact channels.
Learning and improving
The shift towards better communications and documentation also creates opportunities for continuous learning. By analysing records across repairs and residents’ interactions, housing providers can identify recurring problems, measure progress and inform smarter operational decisions.
This data-driven approach supports both frontline improvement and strategic insight, helping housing providers understand where any inefficiencies occur and how residents’ needs are evolving.
From compliance to care
Awaab’s Law challenges housing providers to view compliance as the starting point, not the goal. The emphasis on communications and documentation represents a cultural shift: from reactive maintenance to effective engagement, and from transactions to trust.
This isn’t just about responding faster; it’s about listening better, recording carefully and showing we care through effective action.
When every conversation is recorded, every action visible and every resident informed, housing providers not only protect themselves legally but build stronger, more responsive services.
Bee Small is the CEO and co-founder of Project Alix.
