Ensuring residents receive timely action, clear communication, and safe living conditions when hazards are reported.

• Highlighting lessons learned from severe maladministration findings and emerging complaint trends relating to hazards
• Demonstrating compliance with statutory timescales and landlord policies
• Implementing a data driven, risk-based approach to damp and mould and other hazards
• Building trust between landlord and residents, maintaining effective communication with residents throughout the repair process, taking consideration of tenant vulnerabilities
• Ensuring strong knowledge and information management
• Working with third parties and internal teams, ensuring staff and contractors have appropriate expertise and competency

• Implementing Phase 2 requirements in practice through effective hazard investigation, triage and case management
• Integrating new hazards into repairs workflows, asset management processes and case management systems
• Understanding the revised HHSRS and its implication for hazard assessment
• Identifying early warning signs and adopting a zero-tolerance approach to hazards by developing staff and contractor competence to diagnose root causes
• Applying temporary mitigation measures and ensuring hazards are addressed at letting through robust void standards

• Understanding legal obligations under phase 2 including statutory response times and evidential requirements
• Future regulation – Phase 3, Electrical Safety Standards and TSMs, Competence and Conduct Standard, Decent Homes Standard
• Interpreting decant duty triggers and determining when temporary relocation is required to protect residents
• Reflecting on lessons learned from Phase 1 and reviewing emerging court decisions, enforcement activities and legal interpretations of Awaab’s Law
• Demonstrating compliance through effective record keeping and audit trails

• Reviewing complaint policies to reflect Phase 2 requirements and fixed statutory timescales
• Updating complaint handling training to improve staff confidence and consistency across teams
• Gathering and analysing complaints data to identify recurring hazards, service failures and learning opportunities
• Delivery clear compensation and resident communication processes
• Breaking down organisational silos and addressing capacity pressures that impact complaint resolution

• Identifying hazards proactively through data-driven and risk-based approaches
• Strengthening governance and oversight to align repairs, building safety, lettings, complaints and compliance teams
• Aligning governance, professional development and performance management to support compliance with the Competence and Conduct Standard
• Providing assurance to boards and senior leaders on compliance and performance
• Anticipating and prioritising interventions before a complaint or disrepair claim is made

• Outlining regulatory priorities for Phase 2 implementation
• How housing providers can prepare for the future expansion of Awaab’s Law
• Other requirements – Safety and Quality Standard, Electrical Safety Standards and TSMs
• Sharing regulatory insights on organisational readiness and emerging areas of focus across the sector

• Strengthening contractor capacity and delivery models to meet expanding Awaab’s Law requirements
• Developing effective supply chain partnerships, risk management and contingency plans to maintain compliance
• Prioritising resources and coordinating repairs effectively
• Sharing practical approaches to maintaining service standards and delivering positive resident outcomes

In this session we will explore various technological solutions being used by housing providers and local authorities to assist with compliance.

• Using digital tools and AI to classify, triage and evidence compliance across new hazard categories
• Moving from reactive responses to proactive hazard identification through predictive risk identification and monitoring
• Knowledge and Information Management – Strengthening auditability and evidencing decision making through integrated technology solutions

• Embedding person-centred and tenant-led approaches within hazard management
• Building trust through effective communication between landlords, contractors and residents
• Improving accessibility of reporting systems and identifying residents who may be less likely to report hazards, make complaints or allow access to their homes
• Recording vulnerability information, communication preferences and reasonable adjustments to inform service delivery
• Supporting residents through appropriate safeguarding measures

• Planning for Phase 3 by identifying gaps, prioritising risks and developing a long-term compliance roadmap
• Aligning Awaab’s Law and the Decent Homes Standard within a single compliance framework
• Strengthening governance, board assurance and organisational oversight to proactively identify and address hazards
• Embedding continuous improvement, cross-team collaboration and resident focused service delivery