Investigated, fixed, evidenced.
Following the same fictional example (Amina's damp & mould report) from the caseworker's side.
Not legal advice. The timescales above are taken from the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025 (Awaab's Law Phase 1), verified against the official regulation text. See current legislation for the source and full detail, including what Phase 2 adds from 30 November 2026.
- 1
Case lands in a single inbox
Amina's report arrives auto-triaged as a potential significant hazard (damp & mould), with any vulnerability flags (in this example, a child in the household) shown immediately.
- 2
Emergency hazards: 24-hour clock
If a hazard is classed emergency, the clock gives 24 hours to investigate and make it safe, arranging alternative accommodation if the home can't be made safe in that time.
- 3
Significant hazards: the investigation clock
For a significant hazard like Amina's, the investigation must complete within 10 working days. A written summary of the findings must reach the tenant within 3 working days of the investigation concluding, and safety works must start within 5 working days of that same point. Where supplementary or longer-term works are needed, they must start within 5 working days where reasonably practicable, or otherwise before 12 weeks have passed.
- 4
Contractor dispatched, evidence attached
A contractor is dispatched for the inspection Amina booked, and their photos and report attach straight to the case.
- 5
Alerts before a breach, not after
If a deadline is approaching, the caseworker and their manager are alerted automatically, before it's missed, not after.
- 6
Every record kept
Every communication, access attempt, and reason for any delay is recorded against the case, building the evidence trail automatically rather than as an afterthought.
- 7
Closed and fed into reporting
Once Amina confirms the fix, the case closes and its data feeds straight into Tenant Satisfaction Measures and compliance dashboards.