When you report a repair to us, we want to make sure we get it right - not just the repair itself, but how urgently we respond. That means understanding your situation, not just the issue you're reporting.
Awaab's Law requires social housing landlords to respond within strict timeframes when a repair poses an immediate risk to a resident's health or safety. This is part of a wider set of changes to housing law designed to make sure that landlords take our responsibilities seriously, and that residents are protected. We welcome these changes, and we are committed to meeting our obligations under the law.
What we're asking you to do
Soon, when you raise a repair through our online portal, My Account, you'll see a short prompt asking you to think about whether the issue presents an immediate threat to your health or safety, or whether leaving it unresolved for 24 hours could put you or someone in your home at risk.
You don't need to know the law or use any legal language. We're simply asking you to tell us honestly what is happening in your home and how it is affecting you and the people you live with. If the repair you are reporting presents an immediate risk to you and/or your household you will be directed to telephone our customer service centre on 020 3815 0000.
Our customer service advisors will discuss your circumstances, and they will prioritise your repair based on the information you provide.
