Awaab's Law: lessons from phase 1 and priorities for phase 2

Awaab’s Law has already driven significant change across the social housing sector. While much of the focus has been on compliance timelines and operational readiness, the most important lessons from phase 1 go far beyond meeting regulatory requirements.  

At its core, Awaab’s Law is about ensuring residents live in safe, healthy homes and that concerns are acted on before they become serious risks. 

This article from Nadhia Khan, experienced executive director and Non-Executive Director , explores the key lessons emerging from phase 1 of Awaab’s Law and the practical priorities social landlords should focus on as the sector prepares for phase 2.  

Remembering why Awaab’s Law exists 

It is easy to focus on processes, targets and response times. However, Awaab’s Law is the result of a tragedy that had a profound impact on a family and became a defining moment for the social housing sector. It continues to shape the way organisations think about housing quality, resident safety and accountability. 

The coroner’s conclusion following the inquest was that Awaab’s death should act as a catalyst for change across housing. Several years on, there is evidence that this shift has begun. Boards are discussing resident safety more frequently. Housing quality is receiving greater scrutiny. Landlords are increasingly focused on prevention rather than response. 

However, that the sector must continue to learn from the circumstances that led to Awaab’s death. 

Communication is more important than we think 

One of the most important lessons highlighted by Nadhia is the role communication played in the events surrounding the case. 

Communication failures can have serious consequences, particularly when assumptions are made about a person’s ability to understand information, navigate services or act on advice. For housing providers, this raises important questions about how information is shared with residents. 

Producing a report or sending a letter may satisfy a process requirement, but how can organisations be confident that residents genuinely understand: 

• What the problem is 

• How serious it may be 

• What action will be taken 

• What they need to do next 

As landlords prepare for phase 2, resident communication should remain a central consideration alongside operational delivery. 

Moving beyond the ‘lifestyle’ debate 

Another recurring theme identified is the need to move away from using resident behaviour as the default explanation for damp and mould issues. 

Historically, many organisations placed significant emphasis on lifestyle factors. However, the sector has become increasingly aware of the risks of making assumptions and attributing problems to residents without fully understanding the underlying causes in relation to the fabric of the building. 

The challenge for landlords is not to ignore factors such as fuel poverty, ventilation habits or household circumstances. Instead, the focus should be on investigating root causes, accepting responsibility for defects in the home where appropriate and working with residents to achieve long-term solutions. This represents one of the most important cultural shifts to emerge from the lessons of phase 1. 

Data must drive earlier intervention 

Data quality and accessibility are highlighted as critical areas for improvement. Many organisations have invested heavily in collecting information about properties, repairs and residents. The next challenge is making better use of that information. 

Reflecting on events at Rochdale Boroughwide Housing, Nadhia notes that information relating to damp and mould issues already existed within organisational systems. The problem was that individual reports were treated in isolation, making it harder to identify wider patterns and recurring issues. 

For landlords, this reinforces the importance of: 

• Connecting housing, repairs and asset management data 

• Creating a single view of properties and residents 

• Using data to identify trends and risks 

• Supporting proactive intervention before issues escalate 

The sector has made significant progress in this area, but there is still work to do. 

Signs of positive change 

Across the sector there has been a noticeable shift towards: 

• More proactive services 

• Greater focus on resident safety 

• Increased board-level oversight 

• Better understanding of housing quality risks 

• Stronger emphasis on prevention 

Health and safety is increasingly viewed as a non-negotiable priority rather than something that can be deprioritised when budgets are under pressure. That change in mindset will be essential as the scope of Awaab’s Law expands. 

Why phase 2 may be more challenging 

Phase 2 of Awaab’s Law will bring additional hazards into scope, including areas that many landlords have not traditionally managed through conventional repairs processes. 

These include: 

• Excess heat 

• Fire hazards 

• Falls  

• Electrical hazards 

• Structural collapse risks 

• Security and entry hazards 

• Hygiene and sanitation issues, including pests 

Nadhia highlights that excess heat may prove particularly challenging. 

While landlords have long-established processes for dealing with excess cold and heating failures, there is less operational experience across the sector when it comes to responding to overheating risks. Recent periods of extreme weather have highlighted how significant this issue may become. 

The wider range of hazards covered by phase 2 means organisations will need to review systems, processes and responsibilities to ensure they can respond effectively. 

Four priorities for phase 2 

As implementation approaches, there are four priority areas housing providers should focus on. 

1. Strengthening stock condition intelligence 

Accurate stock condition data remains fundamental. Many organisations have invested heavily in improving survey coverage, but some of the highest-risk properties are often those that remain difficult to access. Landlords need confidence that they understand the condition of their homes and can identify emerging hazards before residents report them. 

2. Integrating data across systems 

A complete view of both the resident and the property is essential. Information is often spread across multiple systems, creating challenges for frontline teams trying to understand vulnerabilities, previous repairs history and potential risks. Bringing these data sources together will help housing providers make faster and better-informed decisions. 

3. Investing in training and skills 

The introduction of updated HHSRS guidance and the expansion of Awaab’s Law will place new demands on staff. 

Frontline teams need the skills to: 

• Identify hazards consistently 

• Capture resident vulnerabilities accurately 

• Escalate risks appropriately 

• Communicate effectively with residents 

Training will remain a critical component of readiness. 

4. Protecting safety despite financial pressures 

Every housing provider is operating in a challenging financial environment. However, competing priorities cannot come at the expense of resident safety. The organisations that are best prepared for phase 2 will be those that continue to place health and safety at the centre of decision-making, even when resources are stretched. 

Looking ahead 

The biggest lesson from phase 1 is that Awaab’s Law is about far more than meeting deadlines. It is about communication, culture, accountability and learning how to identify risks before they become tragedies. It is about using data more effectively, strengthening partnerships with residents and ensuring that safe, healthy homes remain at the heart of service delivery. 

It is also important not to forget where the legislation came from. Behind every discussion about compliance sits the story of a little boy whose death changed the sector forever. 

The challenge for housing providers now is to ensure that the lessons from phase 1 continue to shape how they prepare for phase 2 and beyond. 

How PfH can help

Awaab’s Law places clear responsibilities on social landlords to act quickly where residents may be at risk. PfH gives members access to specialist solutions that can support every stage, from investigating and treating damp and mould to carrying out urgent repairs, arranging temporary accommodation and managing supplier performance. Together, these routes can help you respond with confidence, protect residents and prepare for both Phase 1 and the wider requirements introduced in Phase 2.

For damp and mould surveying, treatment and remediation, please check out our Compliance Solutions framework and DPS

For urgent repairs, disrepair works and remedial action, please check out our Responsive Repairs framework and DPS

For lon-term preventative and property improvement works, please check out our Planned Works framework. We also have a number of digital innovation solutions, including monitoring property health on our SHED framework

This article is based on Nadhia’s ‘Awaab’s Law – Lessons from phase 1, priorities for phase 2 – Nadhia Khan’ talk delivered at PfH Live 2026.  If you would like to hear the original talk, please watch the video below.

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