Tackling big home issues

Supporting customers to avoid condensation and mould at home  

We’re acting faster when you tell us about condensation, damp and mould issues in your home.  

We complete the process in seven days on average, down from 28 days last year. Each case is carefully reviewed to make sure the right follow-up work is done. 

Awaab’s Law  

Awaab’s Law, coming in October 2025, will set strict deadlines for fixing serious damp and mould problems in social housing. 

Thanks to improvements we’ve already made, we’re on track to meet these new standards. 

Managing your homes for the future

Our new asset management strategy has been introduced using suggestions from your feedback. It helps us to take better care of your homes, shared spaces and estates; and means we can plan ahead so we invest in the right homes at the right time.

We’ve already completed a full survey of our homes and are investing £680m in maintenance by 2030. 

You can read more about our home maintenance, repairs and management plans in our latest asset management strategy here.

Providing more suitable homes for customers  

We know that a very small number of our homes no longer provide a modern level of housing and would need significant investment. In these cases, we’ll offer customers the option of being supported to move into better, more suitable alternative homes. If customers do choose to move, we will then sell the home and invest the sales into building more sustainable affordable housing.  

We know moving can be hard, so we offer: 

• Clear information 
• Personalised support with a dedicated home move team 
• Involvement in every step of the process. 

Improving communal heating  

We’re improving communal heating systems (where heating or hot water is shared in larger buildings). 

We’re working to make these systems more efficient – which should help lower your energy bills. As part of this, we’ve been given some Government funding to bring in experts to look in detail at two of our housing schemes which suffer from overheating during the summer, to work out how they can be made more comfortable for our customers who live there.