At Look Ahead we are committed to ensuring every customer knows their rights under the newly introduced Awaab’s Law. The regulation, named after two-year-old Awaab Ishak who tragically died following long-term exposure to mould, places strict requirements on landlords to act swiftly when serious hazards are reported.
Under Awaab’s Law, landlords must:
- Investigate hazards within 10 working days
- Provide the outcome within 3 working days of the investigation
- Make the home safe within 5 working days, or 24 hours in emergencies
- Keep tenants informed throughout the process
- Offer alternative accommodation if the home cannot be made safe in time
Tenants who feel their landlord is not taking appropriate action are advised to contact their local council or the Housing Ombudsman for further support.
Reporting Problems
Customers can report damp, mould, or other hazards by:
- Calling or emailing Look Ahead’s Customer Contact Centre.
- Using the online reporting form.
- Speaking to their support worker or housing officer.
Customers are encouraged to provide as much detail as possible, including the nature and location of the problem, who lives in the property, and whether anyone is vulnerable.
Keeping customers informed
Look Ahead is rolling out a range of communications to ensure customers know their rights and how to get support. These include:
- Social media: Links to key information about customers’ rights will be shared on our social media channels.
- Direct letters: Every unsupported tenant will receive a plain English letter explaining their rights and how to report hazards.
- Posters and leaflets: Information about Awaab’s Law will be displayed in communal areas and delivered for all customers in our support services.
- Heads-Up newsletter: The next issue will feature key information about the law and customers’ rights.
Empowering our staff
Look Ahead staff will receive training on Awaab’s Law, enabling them to discuss it in house meetings with customers. This training forms part of a wider best practice initiative to ensure our staff teams are fully prepared to help.
Look Ahead remains dedicated to keeping tenants safe, informed, and empowered. For any questions about Awaab’s Law or to report a hazard, customers should contact Look Ahead using any of the methods mentioned above.
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