How to make a complaint

If you require this document translated or issued in a format which is more appropriate for you, please contact us.

This policy outlines Agamemnon’s legal obligations, internal procedures, and tenant engagement strategy under the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025), commonly known as Awaab’s Law.

Awaab’s Law will come into effect on the 27^th October 2025.  It will apply to all social housing manged by the Association and will be reviewed annually or upon regulatory update.

To ensure Agamemnon complies with Awaab’s Law by investigating and resolving emergency and significant health hazards, especially damp and mould, within legally mandated timeframes, safeguarding tenant health and wellbeing.

This policy is based on:

• Social Housing (Regulation) Act 2023
• Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025
• Homes (Fitness for Human Habitation) Act 2018
• Housing Health and Safety Rating System (HHSRS).

• Hazard Reporting: All tenant reports logged via housing management system within 1 hour of receipt.
• Inspection Protocol: Asset Manager / PSE / Surveyor dispatched within required timeframe.
• Documentation: All findings recorded with photos, readings, and tenant statements.
• Work Orders: Repairs scheduled and tracked via the housing management system.
• Alternative Accommodation: Offered if home is unsafe or inaccessible during repairs.

• Tenants will be kept informed at every stage via preferred contact method.
• Written summaries of investigations will be provided within 3 working days.
• Emergency contact details and escalation routes will be clearly published

If compliance is not possible due to circumstances beyond our control (e.g. tenant access refusal, contractor unavailability), we will:

• Document all reasonable steps taken
• Notify the tenant and regulator of Social Housing and or the Housing Ombudsman
• Seek legal advice where necessary.

• Board Oversight: Quarterly compliance reports submitted to the Development & Asset Committee (DAC)
• Colleague Training: All frontline colleagues trained on hazard triage and legal timeframes
• Audit Trail: All actions will be recorded in the Housing Management System for legal and regulatory review
• Policy Review: Updated annually or upon regulatory change.

We are preparing for phased expansion of Awaab’s Law to include:

• 2026: Fire, electrical, structural, hygiene, and fall hazards
• 2027: All remaining HHSRS hazards (excluding overcrowding).

Appendix 1: Awaad’s Law: Hazard’s

Appendix 2: Awaad’s Law: Emergency Hazard Flooding

Appendix 3: Awaad’s Law: Significant Hazard Damp or Mould