Keeping you and your home safe
Your safety is our top priority. We work hard to make sure your home is safe, secure and in good condition.
Awaab’s Law came into force in October 2025, changing how housing providers like us respond to hazards like damp, mould and condensation. Named in memory of Awaab Ishak, a two-year-old boy who tragically died in 2020 due to prolonged exposure to mould in his family’s social housing flat, the law is designed to prevent tragedies like this from ever happening again. While we were well prepared for this with a lot of work already carried out to tackle damp, mould and condensation, Awaab’s Law helps us ensure we act quickly if you need to report it, and has improved our processes and response times.
Our involved customer groups have supported this work and many changes have been put in place based on their feedback to help improve communication, information and the process of responding to damp, mould and condensation.
These changes have also helped us review and improve our repairs service, so we can manage rising demand and provide a better experience for you.
Did you know?
We ended the year with none of the highest category issues about damp, mould and condensation reported in customers’ homes left to be investigated.
We’ve created a series of ‘how to’ videos to help you carry out simple checks and maintenance around your home. We will always be on hand to support and if you ever have any questions, please don’t hesitate to get in touch on 0333 400 8222 or contactcentre@aster.co.uk.
Did you know?
At the end of 2025/26, you told us:
of customers felt safe
Every year we carry out important safety checks on our homes. Our Tenant Satisfaction Measure results show how well we are performing, including:
Work that still needed to be carried out at the end of the year after Fire Risk Assessments took place reduced by 81% compared to last year and the amount of radon gas services that we ended the year still needing to complete reduced by 96% compared to last year.
of homes received water risk assessment
of blocks received their lift inspection
of homes received their gas serving
of homes received their electrical safety test
of homes received their fire safety test
We have five high-rise buildings (which are buildings that are more than seven storeys high), all in London, and we have special measures in place to keep the people living there safe.
This year, we reviewed our resident engagement strategy and spoke directly to customers about how we can improve. We found that customers are willing to report safety concerns, with 91% saying they would raise an issue. Customers also told us they want better feedback, clearer updates and more visible action when concerns are reported. As a result, we will make sure we provide clear updates on what happened, what action was taken, and when an issue has been resolved.
Keeping customers safe in our high-rise homes
Did you know?
In London, we work in partnership with the Safer Neighbourhood Police project and have registered our premises on its portal, so we get regular updates about local issues. Through this partnership we hope customers will feel more reassured about security both in their home and in their neighbourhood.
Find out more...