From today (Monday 27 October 2025) a new law comes into effect. It sets clear deadlines for social landlords like Soha to quickly investigate and properly fix significant or emergency hazards, such as damp and mould.
Awaab’s Law was named in memory of Awaab Ishak, a two-year-old boy who sadly died in 2020 after long exposure to poorly-treated mould in his home. The law was created to protect social housing residents, and to make sure something like this never happens again.
We want to act quickly and keep you and those you love safe. Below is some information we hope you find useful about hazards and reporting, and how you can protect your home.
What’s a hazard?
Hazards are housing issues that put the resident health or safety at risk. You can read the full list of the 29 hazards on the government website.
Awaab’s Law covers hazards that pose an imminent and significant risk of harm to the resident. These are significant or emergency hazards, such as:
- gas or carbon monoxide leak
- a broken boiler
- total loss of water
- electrical, such as exposed wiring
- flooding
- major leak (water or sewerage)
- damage to doors or windows that makes your home unsecured
- prevalent damp and/or mould that is having a material impact on a your health, like difficulty breathing
- significant structural damage.
If you see any of these hazards in your home, please report them to us immediately.
How can I report a hazard?
To make sure we can act as soon as possible, please call us at any time, day or night.
- Call 01235 515 900 (or 0800 014 15 45 Freephone) or 0800 014 15 45 (Freephone)
Phone is the only way to report a hazard to Soha, as our social media, app and emails aren’t monitored over evenings, weekends or bank holidays.
What should I say when I call?
Simply say, “I’d like to report a hazard in my home” and we will ask you some questions to start building a report. So that we can triage your report properly, we might ask questions like:
- Are there any special circumstances, or changes in circumstances, in your household?
- Are there any children, older adults, or people with health conditions in your household?
- Does anyone in your household have mobility needs, or require adaptations?
- Are you currently receiving any support or treatment from health or social care services?
What happens when I report a serious housing issue?
Here’s what you can expect from us:
- If it’s an emergency, we’ll be there within 24 hours
- We will investigate within 10 working days
- After the investigation has ended, we will send you a written summary within 3 working days.
If repairs are needed:
- We’ll start works within 5 days of the end of the investigation
- If more work needs to be done for a long-term fix, this will take place within 12 weeks.
How should I report damp and mould?
- If you think your damp and mould could be a hazard please call 01235 515 900 (or 0800 014 15 45 Freephone) or 0800 014 15 45 (Freephone) immediately, day or night.
- MySoha app (you can upload photographs)
- Email damp@soha.co.uk (you can attach photographs)
What happens when I report damp or mould?
Here’s what you can expect from us:
- If it’s an emergency, we’ll be there within 24 hours
- We’ll visit your home within 14 working days of your report
- You’ll receive a report and action plan within 3 days of our visit
- Our team may need to check all rooms to make sure the issue is fully understood.
If repairs are needed:
- We’ll book them in line with our usual repair timescales
- If there’s significant damp or mould in your home, we’ll support you through the next steps.
I’ve been hearing a lot about disrepair claims. What are they?
If you believe your home is in disrepair, the quickest way to get problems fixed is to speak to us. If you’d like to know more about disrepair, read more here.
Be aware that disrepair claims are not without risk for residents. Please don’t just take our word for it – read more about it in the solicitors’ own professional body – The Law Society – here.
