Hazards in your home, including Awaab's Law
We will take hazards in your home seriously. We will assess the risk, find the cause and track the work until the problem is fixed. Awaab's Law is a law that sets timescales for landlords to deal with some serious hazards. For an emergency hazard, we will remove or control any immediate danger within 24 hours. We will investigate a significant hazard within 10 working days, give you a written summary within 3 working days after the investigation and start any required safety work within 5 working days.
We will give you one clear response if you report damp, mould or condensation. Our hazards team will assess the risk, explain what happens next and use the timescales in our hazards in the home standard.
We will assess any asbestos concern based on the risk. If there is an immediate danger, we will remove or control it and arrange specialist work if needed. We may need another visit to finish the work. We will explain what happens next.
We will arrange a gas safety check every year, contact you before the appointment and explain why we need access to your home. We will give you a copy of your gas safety record. For a gas escape, fumes or carbon monoxide, we will remove or control any immediate danger within 1 hour. For another emergency, we will remove or control any immediate danger within 24 hours. We will respond to a total loss of service within 24 hours and a partial loss within 48 hours.
We will inspect and test the electrics in your home at least once every 5 years. We will contact you before the appointment and explain why we need access. If we find a dangerous fault, we will remove or control the immediate danger straight away and arrange any further work. We may need another visit to finish the repair.
We will assess faults with lifts and door intercoms based on the risk, arrange specialist help and keep you informed until the service works again. We will attend emergency call-outs within 4 hours, remove or control any immediate safety danger within 24 hours and complete routine repairs within 20 working days.
Decent Homes and home safety
We will regularly check the condition and safety of our homes, act on risks, keep accurate records and give you safety advice. We will plan these checks through our 5-year home-investment and legal-safety programmes. If we identify work that affects your home, we will explain what happens next.
We will take concerns about abuse, neglect, exploitation or harm seriously. We will assess every case within 1 working day and work with the council, police, health services or other specialist organisations when needed. We will explain what we can do.
We will listen, believe you and help you if you report domestic abuse. We will assess the risk, work with specialist services and make trained staff available to support you. We will confirm we have received your report within 1 working day and give your case to a named lead. We will agree a safe way to keep in touch.
We will listen if you report anti-social behaviour, consider the risk and your needs, agree actions with you and explain how we will manage your case. We will respond to urgent or high-risk reports within 24 hours and non-urgent reports within 5 working days. We will update you at least once a week, or at another frequency agreed with you, until the case is closed.
We will listen if you report a hate crime or incident, assess the risk, agree what action to take and help you get specialist support. We will contact you within 1 working day, explain the help available.
We will work with the police, councils and support organisations to help you get the right support. When we identify that a referral or information needs to be shared, we will do this within 2 working days. We will explain who we are contacting and what will happen next, where we are allowed to do so.