Awaab’s Law and the Contact Centre

Jordy van Gent at Puzzel explores Awaab’s Law, its key deadlines and the implications for social housing contact centres, including the preparations needed for Phase 2.Key TakeawaysAwaab’s Law sets legal deadlines for social landlords in England to investigate and fix hazards in tenants’ homes.
Phase 1 started on 27 October 2025 and covers significant damp and mould and emergency hazards. Phase 2 starts on 30 November 2026 and adds seven more hazard types. The clock starts when a tenant re