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Three Essential Steps to Manage Tenant Communication Under Awaab’s Law

Awaab’s Law — which takes effect from 27 October 2025 — sets firm timelines for landlords to investigate and repair hazards like damp and mould. The legislation, monitored by the Regulator of Social Housing, empowers tenants to hold landlords accountable for serious health risks. In practice, success or failure under Awaab’s Law is often measured by how effectively landlords communicate.

Here are three essential steps to elevate tenant communication from compliance task to meaningful engagement.

Move Beyond Obligation with Clear & Timely Written Summaries

Under Awaab’s Law, landlords must send a written summary to tenants within three working days of completing an investigation unless all required works are done within that window. While on paper this might seem bureaucratic, timely summaries signal accountability, reduce confusion, and foster trust.

These communications should clearly convey:

  • Whether a significant or emergency hazard was identified,
  • What steps are being taken and expected timelines,
  • Who to contact if tenants need support.

Here, the RepairSense® Damp & Mould platform plays a powerful role. It pulls together investigation details and repair histories, helping housing teams generate accurate summaries quickly and consistently—reducing risk and administrative overhead.

Make Every Message Accessible and Personalised

A summary delivered on time but not understood is no summary at all. The government’s draft guidance emphasises the importance of tailoring communication to tenant needs—including language, readability, and format.

Best practices include:

  • Offering plain-language versions, translations, or Easy Read formats.
  • Delivering using multiple channels (print, email, in-person), depending on tenant preference.
  • Acknowledging vulnerability, such as limited literacy or access issues.

RepairSense helps with this by recording tenant preferences—ensuring every communication lands in the right format and channel, tailored for clarity and dignity.

An elderly man smiles while sitting on a couch with a cup in his hand, next to a young man holding a tablet and wearing a name badge. A cane rests against the couch, and a woman sits in the foreground. The setting appears to be a comfortable living room. ©Mobysoft

Keep Talking Until the Issue Is Wholly Resolved

A written summary is just the beginning. Awaab’s Law expects landlords to keep tenants updated throughout remediation—right until the hazard is fully addressed and confirmed safe (see Section 7 of the draft guidance). Transparent updates prevent frustration, decrease complaints, and maintain trust even when delays happen.

To support this transparency:

  • Share progress regularly; explain any delays and new timelines.
  • Reassure tenants with safety tips if repairs are slower than expected.
  • Invite tenant concerns and respond promptly.

With real-time dashboards, RepairSense allows landlords to see exactly which jobs are at risk of slipping past deadlines, and to prompt staff to issue timely updates. This not only keeps you compliant but prevents small frustrations from snowballing into formal complaints.

Why Communication is Compliance

Awaab’s Law isn’t just a legal framework—it’s a commitment to tenant safety. Communication isn’t a formality; it’s the bridge from inquiry to resolution, and from confusion to clarity.

By focusing on:

  • Timely, clear summaries
  • Accessibility and personalisation
  • Ongoing, proactive updates

leaders can strengthen tenant trust, reinforce compliance, and reduce operational risk—all while delivering safer homes.

Take The Next Step

Whether you’re just gearing up for 27 October 2025, or refining your processes after launch, testing your readiness is smart. Take Mobysoft’s Awaab’s Law Knowledge Quiz — a quick, two-minute check to see where your organisation sits and where to focus next.

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