Awaab's Law: Helping keep your home safe

Your home should be a place where you feel safe, comfortable and healthy.

When something is wrong in your home, it’s important that it’s taken seriously and put right as quickly as possible. Awaab's Law was introduced by the government in October 2025 to help make sure social housing customers receive a quick response when serious issues are reported. It sets clear timescales for social landlords to investigate serious hazards, carry out repairs where needed and keep customers informed. 

At Moat, looking after your health, safety and wellbeing has always been a priority. Awaab's Law strengthens the approach we already take to investigating and addressing hazards in your home while helping you understand what to expect from us every step of the way. 

From 30 November 2026, the law will cover a wider range of hazards, including: 

• Damp and mould 

• Fire and electrical safety risks 

• Homes that are too cold or too hot 

• Falls and trip hazards 

• Structural concerns 

• Domestic hygiene, sanitation and drainage

• Pest control issues 

What you can expect from us 

If you’re worried about something in your home, please let us know. We'll listen, understand what’s happening and work with you to decide what action is needed. We'll also take into account any personal circumstances that may affect you or your household. 

If there's an immediate risk to your health or safety, we'll take urgent action within 24 hours to make the situation safe. If we're unable to fully resolve the issue within three working days of our visit, we’ll write to you to explain our findings and the next steps.  

If the issue is identified as a significant hazard, we'll carry out a visit or remote inspection within 10 working days. We'll explain what we've found, what action we'll take to make your home safe, and keep you updated throughout. 

For issues that aren’t considered an emergency or significant hazard, we'll manage them through our usual repairs service and timescales. 

Tell us as soon as possible 

If you're concerned about damp and mould, heating, electrical safety, a structural issue, or anything else in your home that could affect your health, safety or wellbeing, please get in touch. 

The sooner we know about a problem, the sooner we can help and stop it from becoming more serious. 

Need to report a concern? 

Call us on 0300 323 0011 and we'll work with you to understand the issue, find out what's causing it and carry out any repairs that are needed. We'll keep you updated throughout and make sure the right action is taken.