Keeping Customers Safe a New Era for Social Housing

Eric Marquette

Welcome back to Breathe Pure, Keeping Customers Safe from Mould. I’m Eric Marquette, joined as always by James and Emma. Today, we’re diving into Awaab’s Law and what it really means for social housing. James, do you want to kick us off with a bit of background?

James

Yeah, cheers Eric. So, Awaab’s Law is named after Awaab Ishak, a two-year-old who tragically died in 2020 because of prolonged exposure to mould in his social home. His family had reported the mould for years, but nothing was done. That’s what’s driven this law—making sure landlords can’t ignore these hazards anymore.

Emma

It’s heartbreaking, isn’t it? And now, with the law coming into force in October 2025, social landlords have to act fast. We’re talking strict timelines: emergency hazards must be investigated within 24 hours, and significant hazards like damp and mould within 10 working days. Then, there’s a written summary for tenants within three days, and safety work has to start within five days. It’s a real shift in accountability.

Eric Marquette

And it’s not just about damp and mould, right? The law’s going to expand in phases—so by 2026 and 2027, it’ll cover things like excess cold, fire risks, and more. But James, how do you see this changing the day-to-day for social landlords?

James

Honestly, it’s a game-changer. Landlords can’t just patch things up and hope for the best. They’ve got to investigate, document, communicate, and actually fix the root cause. And if they can’t make a property safe in time, they have to provide alternative accommodation. It’s a whole new level of responsibility.

Emma

And tenants can hold landlords to account now—if they don’t comply, tenants can take legal action. That’s a big deal. It’s not just a slap on the wrist anymore.

Eric Marquette

Let’s talk about why damp and mould are still such persistent problems in social housing. Emma, you’ve worked with landlords and tenants for years—what’s your take?

Emma

Honestly, it’s a mix of old buildings, poor ventilation, and sometimes just a lack of investment. But the health impacts are massive—respiratory issues, skin problems, even mental health takes a hit when you’re living with mould. It’s not just an inconvenience, it’s a real risk.

James

Yeah, and I’ve seen it first-hand. I’d go back to the same flats year after year—same black patches on the walls, same families getting sick. Contractors would do a mould wash, maybe hand out a leaflet, but nothing really changed. That’s what pushed me to start Breathe Pure. I just got tired of seeing the same failed repairs over and over.

Eric Marquette

So, what’s different about Breathe Pure’s approach?

James

We go after the root cause. Our on-wall dehumidifiers and air quality systems are designed for social housing—they’re easy to install, energy-efficient, and they actually remove moisture, not just cover it up or move the wet air around. Plus, we can do real-time monitoring, so we can spot issues before they get out of hand. It’s about prevention, not just reaction.

Emma

And tenants appreciate that, don’t they? It’s not just a quick fix, it’s a long-term solution. That’s what’s needed if we’re going to break the cycle.

Eric Marquette

So, with the October 2025 deadline looming, some housing providers are already getting ahead. James, you were at Housing 2025 in Manchester—what did you see there?

James

It was buzzing, honestly. Loads of providers aren’t waiting for the law to kick in—they’re already rolling out new systems, training staff, and putting proper processes in place. We had some great conversations, and a few have already started using our dehumidifiers and monitoring tech to get ahead of compliance.

Emma

And it’s not just about the tech, is it? Tenant engagement is huge. You’ve got to keep people informed, explain what’s happening, and keep really clear records. If you don’t, you’re just setting yourself up for complaints or worse.

James

Exactly. We worked with a provider recently—they were struggling with emergency hazard response times. We helped them set up a new process with our monitoring kit, and their average response time dropped by half. Plus, tenant satisfaction went up because they actually felt listened to and kept in the loop.

Eric Marquette

That’s the thing—clear communication and good records aren’t just box-ticking. They’re what make tenants feel safe and respected.

Emma

Let’s look ahead a bit. There’s a lot of talk about new tech—AI-driven predictive maintenance, smart sensors, all that. Eric, you’re our resident techie—what’s on the horizon?

Eric Marquette

Well, we’re seeing sensors that can detect moisture, temperature, even air quality in real time. AI can flag patterns—like, if a flat’s humidity keeps spiking, it’ll alert the landlord before mould even appears. The trick is integrating these tools into existing housing management systems so it’s seamless, not just another dashboard to ignore.

James

Yes, and it’s not about replacing people—it’s about giving them better information so they can act faster. The future’s going to be about continuous improvement. Regulations will keep evolving, and the sector’s got to stay nimble, keep innovating, and always put tenant health first.

Emma

And that means investing in tech, but also in people and processes. It’s all got to work together.

Eric Marquette

Speaking of people, let’s talk about staff training. James, what are you seeing in terms of preparing teams for Awaab’s Law?

James

It’s got to be comprehensive. You can’t just hand out a checklist and hope for the best. Staff and contractors need proper training on the law, on the tech, and on how to spot and report hazards. We’re helping providers set up protocols and checklists so everyone knows exactly what to do during inspections and repairs.

Emma

And it’s not a one-off, is it? Ongoing professional development is key. Things change—new best practices, new tech, new regulations. Staff need to keep learning and working with SME's like Breathe Pure so they’re always up to date.

James

Yes, and it’s about consistency. If everyone’s following the same process, you get better outcomes and fewer things slip through the cracks.

Emma

Let’s not forget the tenants themselves. Education is massive. If people don’t know their rights under Awaab’s Law, or how to report hazards, nothing changes. I’ve seen some great outreach—workshops, flyers, even digital content that explains what to look for and how to get help.

Eric Marquette

And regular feedback sessions help too. When tenants feel heard, they’re more likely to report issues early, which means problems get fixed before they become emergencies.

James

Yes, and it builds trust. If tenants know you’re on their side, they’re more likely to work with you, not against you. We always encourage providers to make their materials easy to understand—no jargon, just clear steps on what to do if you spot damp or mould.

Eric Marquette

There’s also a bigger picture here—policy and funding. Emma, how can providers push for stronger enforcement and more support?

Emma

It’s about getting involved—talking to policymakers, joining sector groups, and making the case for more funding. There are grants and government incentives out there for innovative tech, but you’ve got to know where to look and how to apply. Building partnerships helps too—when providers work together, they’ve got a stronger voice.

James

Yes, and it’s not just about money. It’s about making sure the law is enforced properly, and that there’s real investment in safe, healthy homes. We always say—don’t just wait for the next round of funding, be proactive and show leadership.

Emma

So, how do we know if all this is working? You need proper KPIs—track how quickly hazards are fixed, how satisfied tenants are, how many repeat issues you get. Regular audits and inspections help spot gaps and keep standards high.

James

And it’s about learning, not just ticking boxes. Encourage staff to share what’s working, attend training updates, and get involved in industry forums. The sector’s always evolving, so you’ve got to keep improving.

Eric Marquette

Yeah, and sharing best practices across organisations means everyone benefits. It’s not a competition—it’s about raising the bar for everyone’s safety.

James

If we want lasting change, we need a resilient system. That means regular risk assessments, using data from smart sensors and tenant feedback to spot hazards early. But it’s also about collaboration—housing authorities, health agencies, tech providers, all working together.

Emma

And don’t forget emergency response. Staff need robust training on rapid intervention and the latest safety standards, so they’re ready for anything. It’s about being prepared, not just reacting when things go wrong.

Eric Marquette

Absolutely. Well, that’s all we’ve got time for today. Thanks, James and Emma, for another brilliant discussion. We’ll be back soon with more on keeping homes safe and healthy. Until then, take care and breathe pure.

James

Thanks, Eric. Cheers, Emma. See you next time.

Emma

Thanks both, and thanks to everyone listening. Bye for now!